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,Tx05.2001
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
Similar Profiles
Arikka MuhijukaArikka Muhijuka
Home Solutions Senior Associate-Special Servicing-Sr Chat Associate at Mr.Cooper/Nationstar MortgageHome Solutions Senior Associate-Special Servicing-Sr Chat Associate at Mr.Cooper/Nationstar Mortgage
Niranjan Ganesh S.VNiranjan Ganesh S.V
Lead Engineer Software Development at MR.CooperLead Engineer Software Development at MR.Cooper
Iris RiveraIris Rivera
Contact Center Representative at Mr.CooperContact Center Representative at Mr.Cooper
Abdulla ShafieAbdulla Shafie
Front Desk Personal at Plant fitnessFront Desk Personal at Plant fitness
Cora WardCora Ward
Administrative Assistant at City of Fort Worth - City Secretary's OfficeAdministrative Assistant at City of Fort Worth - City Secretary's Office