Tanya Byrd
Mortgage Servicing Administrator
Prince George,VA
Summary
Dynamic client relations professional with over 12 years of experience in mortgage servicing, dedicated to enhancing customer experiences and driving satisfaction. Expertise in identifying client needs and delivering tailored solutions that improve outcomes and operational accuracy. Recognized for exceptional teamwork, adaptability, and a relentless focus on achieving impactful results. Committed to fostering strong relationships and contributing to organizational success through strategic client engagement.
Overview
20
20
years of professional experience
Work History
Lead Client Experience Specialist
Cenlar FSB
01.2013 - 07.2025
- Expertly managed contractual agreements while ensuring mortgage pledges and appraisals were updated promptly.
- Process and apply borrower payments, including the establishment of ACH transfers.
- Conduct annual escrow analyses, handle surplus disbursements, collect shortages, and resolve deficiencies in accordance with RESPA requirements.
- Disburse escrow payments for property taxes, homeowner's insurance, mortgage insurance, and flood insurance on time to taxing authorities and insurance carriers.
- Cultivated and enriched relationships with existing customers through outstanding service and proactive follow-ups, enhancing satisfaction and loyalty.
- Generate monthly statements for borrowers and provide comprehensive payment histories, escrow analyses, and year-end statements.
- Monitored the accuracy of escrow accounts, reconciled discrepancies, and resolved borrower inquiries regarding escrow balances and adjustments, averaging approximately 50 inquiries per month.
- Collaboratively engaged with cross-departmental teams to investigate and resolve customer challenges, reinforcing our commitment to excellence.
- Monitor and manage suspense accounts, ensuring that unapplied funds are addressed and resolved within established timeframes.
- Conduct servicing functions in accordance with the regulations set forth by Fannie Mae, Freddie Mac, RESPA, TILA, Regulation E, and other applicable federal and state laws.
- Assist in the reconciliation processes of custodial accounts.
Office Manager
Family Endowment Partners
06.2005 - 12.2012
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Oversaw vendor relationships, successfully negotiating contracts that resulted in a 15% cost reduction while maintaining high-quality services.
Education
BBA - Business Administration And Management
Strayer University
Washington, D.C. 05.2001 -
Skills
- Escrow administration
- Effective communication
- Payment processing
- Problem-solving skills
- Loan administration
- Financial assessment
- Compliance
- Borrower communication
- Active listening skills
- Effective time management
Timeline
Lead Client Experience Specialist
Cenlar FSB
01.2013 - 07.2025
Office Manager
Family Endowment Partners
06.2005 - 12.2012
BBA - Business Administration And Management
Strayer University
05.2001 -