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
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