Zelda Marie McCants
Escrow Specialist/Customer Service
Moncks Corner,SC
Summary
Highly motivated and productive in a fast paced environment. Enjoy utilizing management and people skills to get the job done. Keen understanding on customer services both externally and internally. Top-notch communicator with excellent time management, administrative and customer service skills. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Escrow PMI Specialist II
LoanCare Service Link
05.2021 - Current
- Followed all company policies and procedures to deliver quality work.
- Manage 15-25 incoming calls
- Manage PMI mailbox: respond to 100-150 incoming emails from customers only, sent out email when required, also receive 25-50 emails internally
- Process all incoming request in attempt to remove PMI/MI (Private Mortgage Insurance) from all mostly government backed investor loans such as FHLMC(Freddie Mac), FNMA(Fannie Mae), GNMA(Government National Mortgage Association), Asset Loans, and Private Loans.
- Work SLA (Service Level Agreement) Daily Report to include the following: CUS020-Customer request to attempt to have PMI remove; CUS021- Customer PMI request was denied request to appeal dispute the final decision; PMIADL-Payment was not received along with request to remove PMI; PMI020-PMI request ordered via investor system; PMIFOL-Follow-up on loan; and PMIREV-ensure all funds are transferred to the correct bucket.
- Work all approvals and denial of PMI process, which are coming directly from investors
- Use several systems: MSP, FNMA/SMDU, FHLMC, Servicelink
Escrow Department/Customer Service
First Citizens Bank
09.2017 - 05.2021
- Manage mortgage loans into Fiserv system, other system use: OCIE, Hogan, Encompass, OnBase, Premier Print, RightFax, Check Generator, Image Check, Outlook & Phone System: PureConnect
- Managing EDI Escrow payments on a weekly basic: State Farm, Travelers, Allstate & Nationwide
- PMI(Private Mortgage Insurance): Payments on monthly basic over $1,000,000 to MI(Mortgage Insurance Companies (ARCH, RMIC, GE, MGIC & UG)
- Escrow Analysis, ran yearly to show what anticipate to pay (ie: homeowner insurance, flood insurance, wind/hail insurance, county tax, city tax, etc.) but what actual paid
- Initially set-up all new loans & PMI
- Process all incoming refund checks from insurance companies & escrow shortage payment from customers on monthly bases
- Assist department
- All Processing of payoff requests is done in FiServe/Sagent, request can be given
- Verbal or in written
- Solving customer service issues in a timely & accurate manner as 1000 plus calls come in.
Administrative Assistant
DPH (Diversified Port Holdings)/Portus
02.2016 - 02.2017
- Provide exceptional customer service by managing the company's lobby area and greeting and directing all visitors, vendors, clients, employees, job candidates and customers
- Answering and directing incoming 100 plus calls a day, managing on weekly bases calendars, coordinating travel, meeting and event arrangements, preparing reports and financial data, and purchasing supplies
- Tasks Performed Duties include, but are not limited to Performing data entry information research as needed Handling special administrative projects, as well as overflow work from other departments
- Mandatory Qualifications Requires strong computer, Internet research skills and working knowledge with Microsoft Office software
- Detailed oriented, highly organized, and deadline-focused
- Knowledgeable of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other general clerical tasks.
Loan Servicing Specialist III (FHLMC Claims Processor)
Wells Fargo
08.2014 - 08.2015
- Complete initial, supplemental & final claims
- During the foreclosure process the banking institution pays the following: a
- Property Taxes b
- MIP(Mortgage Insurance Premiums) C
- Hazard Insurance d
- Inspections e
- IFEE, LFEE f
- Attorney Fee, etc
- Once the property has completed the foreclosure process (T32), DIL (Deed-In-Lieu), L90 or Short Sale
- The banking institute complete claims to re-coupes the money paid during the process
- Ensure all claim are submitted to FLHMC with timeframe
Foreclosure Liaison
Wells Fargo
06.2011 - 08.2014
- Complete the needed steps for a foreclosure alternative and be timely, efficient & accurate working with the foreclosure attorney
- HRR (High Risk Review): Review loans in active foreclosure with sale date within 60 days to identify servicing errors
- Makes the decisions to postpone or continue to sale
- Correct identified servicing errors before the goes to sale
- Peer Review: Reviewing the HRR (High Risk Review) documentation
- Change the site duties from HPS (Home Preservation Specialist to Foreclosure Site)
Home Preservation Specialist
Wells Fargo
08.2010 - 06.2011
- FNMA, SPOC (Single Point of Contact), Initials Welcome Calls, Answering incoming call informing customers of (Making Home Affordable Program); Contact/Follow-up outbound calls informing customers what information and/or additional information is needed
- Determine Eligibility: Prepares required loan documentation for approved loan application
- Imminent, sent to SLR or Default sent to Peer Review
- Programs Used: ERLMF, MSP, LIV, Income Calculator, Trial Mod Decision Making Tool, Special FORBRNC, MODSF, MORATUM, HAMP, Non-HAMP etc
- Interim role as an HPS2 for six weeks, Special Project, travel to different sites to train employees of new system, 1HP System, was identified as SME (Subject Matter Expect).
L1 (Mortgage Home Loan Processor)
Aerotek/Wells Fargo
03.2010 - 08.2010
- HAMP/Fannie Mae, Freddie Mac: Initials Welcome 25-50 Calls, Answering incoming call informing customers of (Making Home Affordable Program)
- Follow-up outbound 25-50 calls informing customers what information is needed
- Determine Eligibility: Imminent, sent to SLR or Default, sent to Peer Review
- Programs Used: ERLMF, MSP, LIV, Income Calculator, Trial Mod Decision Tool, Special FORBRNC, MODSF, MORATUM, HAMP etc
- HASP/HAMP: Answering 25-50 incoming call informing customers of (Making Home Affordable Program), determine eligibility; Outbound calls informing customers what additional information is needed; Sent out denial form letter; Send application via email; Direct customer to website Using Microsoft Word, Excel & Outlook; Programs Used: Mortgage Service, Freddie Mac & Fannie Mae Loan
Education
High School Diploma -
Francis T Nichols High School
New Orleans, LA06.1986
Some College (No Degree) - Business Management
Southern University of New Orleans
New Orleans, LASkills
- Typing 75wpm
- Internet Usage
- Lewis System
- IRIS
- Sparcs
- Microsoft Express
- SAP
- ERLMF/MSP/LPS Desktop/Rels
- Deluxe (Microsoft Word - Letters/Memos/Policy & Procedures, Tables; Excel - Creating Spreadsheet, Pivot Reports; Outlook Creating Emails, Using Daily/Monthly Calendar, Notes/Memo Pad; Power Point - Creating Presentation
- CPR Certified as Hazmat Responder
- Management Training
- DuPont Training
- Frontline Management Training
- Accident/Incident Investigation Training
- Time Management
- Problem-Solving
Certification
CNA Certified (1990)
References
References Furnished On Request
Timeline
Escrow PMI Specialist II
LoanCare Service Link
05.2021 - Current
Escrow Department/Customer Service
First Citizens Bank
09.2017 - 05.2021
Administrative Assistant
DPH (Diversified Port Holdings)/Portus
02.2016 - 02.2017
Loan Servicing Specialist III (FHLMC Claims Processor)
Wells Fargo
08.2014 - 08.2015
Foreclosure Liaison
Wells Fargo
06.2011 - 08.2014
Home Preservation Specialist
Wells Fargo
08.2010 - 06.2011
L1 (Mortgage Home Loan Processor)
Aerotek/Wells Fargo
03.2010 - 08.2010
High School Diploma -
Francis T Nichols High School
Some College (No Degree) - Business Management
Southern University of New Orleans
CNA Certified (1990)
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