Teisha Taylor
Irving,TX
Summary
Supportive Team Lead/Escalations with one year of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity for Mortgage Loans.
Talented Escalations Team Lead with experience overseeing daily activities and monitoring employees. Excellent quality assurance, issue resolution and interpersonal communication skills. Highly effective at troubleshooting and supervising talented teams.
Overview
6
6
years of professional experience
Work History
Loan Servicing Associate
Kubota Credit Corporation, U.S.A
09.2023 - Current
- Enhanced customer satisfaction by addressing and resolving loan servicing inquiries in a timely manner.
- Monitored delinquent accounts to ensure timely resolution of delinquencies or foreclosure proceedings as necessary.
- Reduced delinquencies with proactive borrower communication and tailored payment plans.
Mortgage Servicing/Escalations Team Lead/Compliance Analyst
Loan Care LLC
09.2021 - 04.2023
- Responsible for inbound calls relating to mortgage Escrow, PMI, Mortgage Payments, Ordering Payoffs and De-escalating issues or addressing all other customer concerns. Also responsible for sending out Monthly to Date and Daily productivity reports.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
MORTGAGE SERVICING REPRESENTATIVE/Compliance Specialist
Bank Of Oklahoma
05.2019 - 12.2020
- Compares and evaluates possible customer service solutions and decides which to recommend to customers to best meet their needs and circumstances
- Timely and accurate processing of payoff statement quotes, including prepayment penalty and refund calculations
- Resolve mortgage research items by utilizing the servicing system
- Assists borrowers with late charge waiver, due date change, and other loan maintenance requests
- Process verifications of Mortgage for both internal and external customer
- Input data and verify information as it pertains to processing telephone draft payments
- Provide customers with information about company products and services to generate additional revenue through cross-sell/up-sell opportunities
- Effectively explain FHA/Fannie Mae/Freddie Mac Guidelines for PMI removal and LTV requirements
- Properly document each customer interaction in the servicing system i.e
- (AS400, Black Knight, Lexis Nexis, File Net, Salesforce, SharePoint) Perform loan-related mathematical equations regarding Escrow Accounts
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Monitored pipelines to track and log status of loans.
Mortgage Compliance Officer
US Bank Home Mortgage
08.2018 - 04.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Stayed current with latest changes to applicable regulatory standards and company procedures.
- Reviewed audit and monitoring reports related to consumer and client activities.
Education
No Degree - Entry Level Commercial Real Estate
Dallas College
12.2021
Skills
- Production monitoring
- Performance improvement
- Key performance indicators
- Equipment Maintenance
Timeline
Loan Servicing Associate
Kubota Credit Corporation, U.S.A
09.2023 - Current
Mortgage Servicing/Escalations Team Lead/Compliance Analyst
Loan Care LLC
09.2021 - 04.2023
MORTGAGE SERVICING REPRESENTATIVE/Compliance Specialist
Bank Of Oklahoma
05.2019 - 12.2020
Mortgage Compliance Officer
US Bank Home Mortgage
08.2018 - 04.2019
No Degree - Entry Level Commercial Real Estate
Dallas College
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