Summary
Overview
Work History
Education
Skills
Timeline
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Vicki Massington

Fort Worth

Summary

Detail-oriented professional with experience in developing financial models and reports. Offers great budgeting, forecasting and cost analysis skills.

Overview

8
8
years of professional experience

Work History

Escrow Specialist

Mr.Cooper Mortgage
12.2019 - Current
  • Ensured compliance with state regulations and company policies by meticulously reviewing documentation and procedures.
  • Enhanced productivity by creating detailed checklists for each stage of the escrow process, streamlining workflows within the department.
  • Prepared accurate and comprehensive closing statements for all transactions, contributing to client satisfaction.
  • Conducted thorough audits of escrow files, identifying discrepancies and rectifying them promptly.
  • Managed disbursement of funds efficiently upon completion of transactions according to contractual agreements between parties involved.
  • Handled unexpected challenges proactively during the escrow process that resulted in successfully closed deals without major delays or complications.
  • Assisted in training new team members on escrow process specifics, enhancing overall department efficiency.
  • Maintained strict confidentiality regarding client information as mandated by federal privacy laws and company guidelines.
  • Communicated requirements and title exception information to clients.

Customer Service Representative

Mr. Cooper Mortgage
09.2016 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls and chats promptly to avoid on-hold wait times.

Education

High School Diploma -

Everman Joe C. Bean HighSchool
Everman,Tx
05.2001

Skills

  • Organizational abilities
  • Client Confidentiality
  • Document Preparation
  • Real estate knowledge
  • Escrow management
  • Mortgage Understanding
  • Escrow Standards

Timeline

Escrow Specialist

Mr.Cooper Mortgage
12.2019 - Current

Customer Service Representative

Mr. Cooper Mortgage
09.2016 - Current

High School Diploma -

Everman Joe C. Bean HighSchool

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Vicki Massington