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Customer Service Mortgage

Fort Worth, TX
June 29, 2018

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Joyce Sheffield


Loan auditor, post-closing, and document support experience; Working knowledge VA Assumptions, Balloons, Note Addendum’s, FA Alleges, CPI, Modification Agreement’s, POA’S, and Assignment of lien; Stable and tenured professional with superb client and customer service experience


First American Title (Workway): 7/2015 – 12/2015

Loan Auditor (Post-Closing)

●The Post Closer is responsible for managing their pipeline of files to ensure that all Closing packages and Trailing Documents are audited within 24 hours of receipt with a 98% accuracy rate.

●Audit Signed Closing Documents and Trailing Collateral documents (Mortgages, Assignments, CEMA’s, and Final Title Policies) per guidelines and in comparison to data on mortgage production system.

●Enter HUD/Settlement Statement fees into mortgage production system.

●Perform in-depth review and analysis within each quality control audit assigned

●Contact settlement agents to retrieve trailing documents and audit documents received to data on mortgage production system, as well as, investor guidelines.

●Match up credit files/closing packages and scan in to imaging software.

●Update mortgage production systems according to procedures.

Nationstar Mortgage: 2012- 2014


●Trailing documents auditor

●Review and assemble banking packages for delivery to collateral bank

●Audit original Note and Mortgage/ Deed of Trust for accuracy.

●Contact closing agents for missing documents.

●Generate Systems assignments and allonges for banking packages.

Citi Group: 1999 - 2012

Document Support Specialist

●Made outbound calls to title companies and attorneys for missing customer information on mortgage loans.

●Verified account balances on lien properties.

●Process and updated privacy notes to make them available to internal clients

●Assist with mail handling for Loss Mitigation dept.

●Developed lien releases on mortgage loans.

●Handled incoming return credit card mail and correspondence

●Imaged all outgoing credit card mail once it was prepped

Previous Experience:

Fort Worth Mortgage

Collateral Correction Specialist

●Supported and coordinated the retrieval of missing documents that required delivering loans to various investors for purchase resolving exceptions, rejects, and not inaccuracies.

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