Summary
Overview
Work History
Education
Skills
Timeline
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Summerdawn Taylor

Eastpointe,USA

Summary

Dynamic professional with extensive experience at Flagstar Bank, excelling in loan processing compliance and customer relationship management. A certified loan signing agent, I consistently achieved top performance metrics while mentoring new hires and enhancing training programs. Known for effective communication and project management skills, I drive successful outcomes in high-pressure environments.

Overview

14
14
years of professional experience

Work History

Notary and Certified Loan Processing Signing Agent

Flagstar Bank
Eastpointe, USA
08.2018 - 08.2025
  • Conducted notarizations for various legal documents and agreements.
  • Verified identities of signers to ensure compliance with legal requirements.
  • Managed scheduling and logistics for signing appointments efficiently.
  • Educated clients on document requirements and signing procedures clearly.
  • Maintained confidentiality of sensitive information throughout the process.
  • Collaborated with lenders, real estate agents, and clients for smooth transactions.
  • Utilized electronic notary systems to streamline document handling effectively.
  • Resolved client inquiries and concerns regarding notarization services promptly.

Sr Collector

Flagstar Bank
Troy, USA
08.2018 - 08.2025
  • Consistently ranked in the top 1-2% company-wide on the Top Collector MSP Leader Board.
  • Outstanding track record of maintaining a 99% average QA.
  • Proven Top Collector and often selected to participate in cross-functional roles and initiatives.
  • Collected and advised borrowers to ensure proper and smooth transition of timely processing.
  • Advised of missing documents for Single Point of Contact (“SPOC”) for Loss Mitigation Department.

Task Force and Loss Mitigation Processor

Flagstar Bank
Troy, USA
08.2018 - 08.2025
  • Provided forbearance, reinstatements, repayment plans, delinquency deferrals/partial claims, and loss mitigation solutions to retain or leave the home during the COVID-19 pandemic.
  • Processed COVID-19 reset options for borrowers ready to resume payments.
  • Communicated effectively with borrowers regarding changes or issues that arose during the processing period.
  • Monitored application progress to meet deadlines and client expectations.
  • De-escalated calls from borrowers in the loss mitigation and task force phases.

New Hire Trainer and Mentor

Flagstar Bank
Troy, USA
08.2018 - 08.2025
  • Provided professional development to include advancement.
  • Developed training materials for new hires at a leading financial institution.
  • Collaborated with departments to ensure alignment on training content and objectives.
  • Organized ongoing training workshops to support employee development initiatives.
  • Mentored new employees to enhance skills in customer interaction and problem-solving.
  • Evaluated training effectiveness through feedback and adjusted programs accordingly.
  • Implemented and facilitated training and mentoring for new hires to ensure qualifications and efficiency.

Escalations Representative and Collection Coach Trainer

Flagstar Bank
Troy, USA
08.2018 - 08.2025
  • Became the first Collections Coaching Trainer in the department. The first mentees included 144 agents (Pre-Covid).
  • Provide Tier I support and direction for internal agents and queries as they arise.
  • Educate others on how to perform high intensity skip tracing to locate borrowers.
  • Serve as a Subject Matter Expert (“SME”) to address and resolve complex issues.
  • Train leadership agents on the new updated Noble system.
  • Aid new hires with technical support of the Cisco IP setup process.
  • Review and ensure education and promotion of the 3R’s are followed and understood.
  • Excellent track record for success in QA and consistently delivering over 95% monitored results.
  • Create training documents utilized in mainstream collections onboarding.
  • Handle special projects as needed and assigned.

Sr. Consumer Advocate II SWAT WFH Agent

Flagstar Bank
Troy, USA
08.2018 - 08.2025
  • Assist with the training of new agents and reacclimating existing SWAT agents returning from leaves of absence and returning to the workforce.
  • Currently serving as a Subject Matter Expert (SME) as a Sr. Consumer Advocate II (SWAT) Member of Leadership, where I assist supervisors and escalation agents with Tier II escalation calls while maintaining a one-call resolution and promoting extraordinary customer service.
  • Assisted on the Payment Assist Line (PAL) and processed payments for agents over $10,000.00.
  • Assist with administrative tasks such as corporate fee waivers, bad check restrictions, grid, cashiering tasks, principal/suspense/missing payment, and escrow analysis.
  • Move misapplied payments to the correct loan, while adjusting and effectively dating any late fees, and submitting credit review requests on behalf of our borrowers.
  • Recording VOCs and addressing social media complaints also involves special projects.
  • Assist with bankruptcy loans and notary RON signings.
  • Maintaining the loan counseling inbox.
  • Requests for PMI to be removed are made via tasks.
  • Educated clients on banking products and services to enhance understanding.
  • Collaborated with cross-functional teams to improve customer service processes.
  • Analyzed consumer feedback to identify trends and recommend improvements.
  • Developed training materials for staff on consumer advocacy best practices.
  • Facilitated workshops to empower consumers with financial knowledge and resources.
  • Monitored compliance with consumer protection regulations and policies effectively.
  • Followed-up with sales teams and customers with complex issues to coordinate resolutions.

Mortgage Underwriter

HCL / Urban Lending Solutions
Troy, USA
01.2016 - 08.2018
  • Evaluated mortgage applications for compliance with lending guidelines.
  • Analyzed borrower credit reports to assess risk factors.
  • Reviewed income documentation to verify borrower financial stability.
  • Collaborated with loan officers to clarify application details.
  • Communicated underwriting decisions clearly to stakeholders involved.
  • Recommending appropriate loan products, running credit reports, and evaluating creditworthiness.
  • Explaining loan details.
  • Evaluating the borrower’s income, credit history, employment history, and debt-to-income ratio.

Mortgage Processor

HCL / Urban Lending Solutions
Troy, USA
01.2016 - 08.2018
  • Checking loan applications for missing information and potential errors.
  • Gathering and checking appraisals, income verification and other documents for completeness and accuracy.
  • Running credit reports and evaluating creditworthiness.
  • Requesting additional information for the underwriter as needed.
  • Monitoring the underwriting process and providing updates to the mortgage officer.
  • Entering borrower and loan information in customer management and mortgage information software.
  • Producing all the documents needed for the mortgage closing process.
  • Ensuring all deadlines for information submissions, underwriting decisions and closings are met.

Collections Call Center Floor Manager

Encore Capital Group
Warren, USA
07.2011 - 12.2015
  • Manage the call center to achieve quantitative and qualitative objectives.
  • Plan and implement the overall strategy.
  • Ensuring that the Accounts Receivable department and integration activities are compliant with SOX controls and procedures.
  • Ensures compliance with applicable internal policies, procedures, and regulatory requirements.
  • Develop and implement policies and procedures to ensure corporate goals for service level, delinquency, and net new defaults are achieved.
  • Collaborated with management on strategic initiatives to improve operational processes.

Corporate Collections Trainer

Encore Capital Group
Warren, USA
07.2011 - 12.2015
  • Collaborating with management to determine the organization’s training needs and goals.
  • Designing and developing effective training programs and curricula.
  • Developed training materials for various operational processes and compliance standards.
  • Conducted workshops on customer service strategies to improve team performance.
  • Collaborated with management to identify training needs and skill gaps.
  • Facilitated onboarding sessions for new hires to enhance team integration.
  • Monitoring and evaluating the engagement and performance of the training participants.
  • Providing feedback and professional development courses.

Education

Bachelor’s degree - political science

Wayne State University
Detroit, MI

Associate degree - applied law

Academy of Court Reporting
Southfield, MI

Skills

  • Electronic notary systems
  • Loan processing compliance
  • Deadline Oriented
  • Third- and first-party collections management
  • Customer relationship management
  • Dependable
  • Project management
  • Black Knight MSP, Director Seven
  • Compliance monitoring
  • Credit Edge (CE)
  • Effective communication
  • Training development
  • Performance management
  • Agent IQ
  • Customer service management and support
  • DocTrac
  • Resolution specialist
  • Corporate trainer
  • Excel
  • High Performer
  • Mentor
  • Certified loan signing agent
  • Lexus Nexus
  • Loan processing
  • Salesforce
  • Multitasking capacity
  • Collections, claims, and billing
  • Noble
  • Negotiator
  • Notary
  • Basic OneNote
  • Organized
  • Skip tracing
  • Outlook
  • Outgoing
  • Real-time traffic analyst
  • Microsoft Word
  • PeopleSoft
  • Mortgage loan underwriting
  • PowerPoint
  • Standard operating procedures (SOP)
  • Mortgage loan processing

Timeline

Notary and Certified Loan Processing Signing Agent

Flagstar Bank
08.2018 - 08.2025

Sr Collector

Flagstar Bank
08.2018 - 08.2025

Task Force and Loss Mitigation Processor

Flagstar Bank
08.2018 - 08.2025

New Hire Trainer and Mentor

Flagstar Bank
08.2018 - 08.2025

Escalations Representative and Collection Coach Trainer

Flagstar Bank
08.2018 - 08.2025

Sr. Consumer Advocate II SWAT WFH Agent

Flagstar Bank
08.2018 - 08.2025

Mortgage Underwriter

HCL / Urban Lending Solutions
01.2016 - 08.2018

Mortgage Processor

HCL / Urban Lending Solutions
01.2016 - 08.2018

Collections Call Center Floor Manager

Encore Capital Group
07.2011 - 12.2015

Corporate Collections Trainer

Encore Capital Group
07.2011 - 12.2015

Bachelor’s degree - political science

Wayne State University

Associate degree - applied law

Academy of Court Reporting

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Summerdawn Taylor