SHERI MICKLIN
Larned,KS
Summary
Specialized in loan servicing, loss mitigation, and borrower support, with a track record of guiding clients through complex inquiries and financial solutions. Expertise in managing escalations and simplifying loan processes contributes to improved customer experiences and operational efficiency. Committed to proactive communication and compliance with industry standards.
Overview
23
23
years of professional experience
Work History
Escalation Specialist
Moder Solutions
Fort Lauderdale, Florida
01.2026 - 09.2026
- Managed internal escalation calls/emails from multiple departments to resolve complex borrower issues efficiently.
- Coached frontline support on resolving challenging customer inquiries requiring escalation.
- Escalated issues regarding closing disclosures, acknowledgments, and cancellations to ensure timely resolutions.
- Addressed borrower inquiries regarding payoff, closing proceeds, cash to close, and document signing.
- Facilitated borrower comprehension of loan benefits and potential savings.
- Provided detailed breakdown of closing disclosure fees, costs, and credits to enhance borrower understanding.
Single Point of Contact
Loan Care
Chandler, AZ
08.2021 - 04.2025
- Implemented loss mitigation strategies to assist borrowers with foreclosure prevention and enhance customer service.
- Counseled homeowners on delinquent payments, focusing on bringing accounts current.
- Contacted borrowers with delinquent mortgages to explore loss mitigation options and cure accounts.
- Facilitated financial interviews to evaluate various workout options, including repayment plans and modifications.
- Gathered financial and hardship documentation from borrowers to determine optimal workout solutions.
- Communicated proactively with customers and authorized third parties regarding process outcomes.
- Provided detailed account information, including escrow analysis and payment history inquiries.
- Maintained comprehensive knowledge of all loss mitigation offerings and compliance with guidelines.
Quality Assurance Analyst
Robert Half
Chandler, AZ
07.2020 - 12.2020
- Researched and investigated fraud and misconduct allegations against Wells Fargo employees.
- Developed detailed case files in Excel to facilitate comprehensive review and investigation.
- Analyzed bank statements, sales data, and past allegations to validate claims.
- Finalized case files based on findings and informed management of coaching opportunities for employees.
Mortgage Servicing Specialist
Cenlar FSB
Tempe, AZ
01.2016 - 07.2020
- Work in a fast paced, structured call center environment following key performance metrics with a high emphasis on quality and productivity
- Handle incoming phone calls to assist borrowers with mortgage loan inquiries
- Processed payments, conducted escrow analysis, and resolved borrower inquiries related to taxes, insurance, payments, and other loan information.
- Achieved first call resolution by conducting root cause analysis to address borrower concerns effectively.
- Researched and resolved inquiries through phone, email, and written correspondence, enhancing borrower satisfaction.
Sales Representative
Direct Energy
Tempe, AZ
01.2015 - 01.2016
- Established customer accounts and contracts efficiently
- Engaged with internal and external customers nationwide in inbound call environment
- Followed up with customers to address outstanding questions and concerns
- Scheduled service appointments for customers to ensure timely service
Bankruptcy Specialist
Citi Bank
Florence, KY
07.2013 - 09.2014
- Facilitated Motion for Relief referrals and document transmission to attorneys via attorney interface
- Reviewed delinquent mortgage accounts to determine eligibility for Motion for Relief
- Monitor bankruptcy accounts in assigned portfolio of loans to ensure appropriate action is administered to comply with client
- Updated database results and monitored mortgage accounts for compliance
Loan Officer
Peoples Home Lending
Scottsdale, AZ
01.2012 - 12.2012
- Spoke to applicants to obtain information for the mortgage loan application and to answer questions about the loan process
- Take application over the phone; enter information into Encompass system
- Analyzed applicants' financial status, credit, and property evaluations to determine qualifications
- Requested and obtained loan documents from applicant
Account Manager
Paramount Residential Funding Corp
Phoenix, AZ
10.2010 - 02.2011
- Responsible for reviewing incoming loan files submitted by brokers for completeness, accuracy, and validation that the broker is active with the lender
- Answered incoming phone calls (10 lines), handled incoming and outgoing mail and shipments, ordered office supplies
- Loan boarding, set up and import and/or input information into the system for the generation of disclosures, and preparation for underwriting
- Initiate TILA disclosures and check loan files for required submission documents
- Communicate with broker to collect missing submission documents and board loan into loan origination system
- Collaborated with brokers to gather missing submission documents and board loans into the origination system.
Mortgage Loan Adjustor-(Loan Processing)
Wells Fargo
Phoenix, AZ
03.2009 - 01.2010
- Processed & reviewed modification files for eligibility for HAMP and standard modifications
- Responsible for ensuring all required documentation is on file: requested all modification documents and financial documents, gathered and reviewed all bank statements, tax returns, paystubs, 1099's, 4506, Hardship Affidavit, etc
- Contacting borrowers to follow up on missing documents and stipulations
- Review of all documentation and order flood, title, and appraisal
- Reviewed all documentation prior to ordering flood title and appraisal services.
Systems Support Analyst I
Workway
Mesa, AZ
03.2007 - 03.2008
- Providing first-level support to branches, employees, business partners and/or customers who are experiencing difficulties with the company's Loan application and processing systems/applications on the CWBC website
- Assisted business partners in a call center environment with password resets, user id issues, and system errors
Post-Closing Auditor - Quality Assurance Analyst
First National Bank of Arizona
Tempe, AZ
04.2005 - 08.2006
- Reviewed documentation in each closed mortgage loan file in the QA Post Closing dept
- Audited documentation against a quality assurance database for accuracy and quality in accordance with FNBA product guidelines, policies and procedures
- Input data into various systems and ensure all loans are meeting regulations. Ensure all post-closing functions are completed after review, research and resolve any issues.
- Completed all post-closing functions after thorough review and resolution of identified issues.
Loan Processor
Adecco Financial
Phoenix, AZ
06.2003 - 04.2005
- Processed mortgage loans at Wells Fargo and Bank of America
- Gathered borrower information, verifying loan documents and reviewing file documentation to guide each loan from preapproval to closing.
- Ordered flood and appraisal and payoffs; reviewed title and title vesting
- Verification of mortgage & verification of employment
- Communication with borrowers to discuss loan process and missing docs
Education
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZSkills
- Mortgage origination and processing
- Customer service expertise
- Interpersonal communication
- Reliability and punctuality
- Organizational skills
- Professionalism and etiquette
- Goal-oriented mindset
- Multitasking and prioritization
Timeline
Escalation Specialist
Moder Solutions
01.2026 - 09.2026
Single Point of Contact
Loan Care
08.2021 - 04.2025
Quality Assurance Analyst
Robert Half
07.2020 - 12.2020
Mortgage Servicing Specialist
Cenlar FSB
01.2016 - 07.2020
Sales Representative
Direct Energy
01.2015 - 01.2016
Bankruptcy Specialist
Citi Bank
07.2013 - 09.2014
Loan Officer
Peoples Home Lending
01.2012 - 12.2012
Account Manager
Paramount Residential Funding Corp
10.2010 - 02.2011
Mortgage Loan Adjustor-(Loan Processing)
Wells Fargo
03.2009 - 01.2010
Systems Support Analyst I
Workway
03.2007 - 03.2008
Post-Closing Auditor - Quality Assurance Analyst
First National Bank of Arizona
04.2005 - 08.2006
Loan Processor
Adecco Financial
06.2003 - 04.2005
Bachelor of Science - Business Management
University of Phoenix