Call Center Customer Service

Heather M. Davis

**** ******* **. ***. *, Pickerington, OH 43147 614-***-**** ***********@*****.***

Summary

Experienced and well organized Senior Escrow Officer with a combined 30 years of Escrow and Mortgage Lending experience making complex real estate transactions seamless for agents, buyers, sellers, lenders and colleagues. Customer-focused with exceptional proficiency at coordinating multiple transactions simultaneously and accurately. Dedicated and reliable with a history of smooth closings keeping current clients happy and bringing in new clients due to referrals or their own personal experience working with me. I am open to new opportunities and love to learn new and exciting things each day so I am open to a new path outside of the title insurance industry as well. My goal is to be given the opportunity to grow, flourish and plant roots at a company where being positive and passionate and doing the right thing is important. I love to be challenged and I take pride in what I do and who I work for.

Skills :

● Ability to multitask, stay organized,

prioritize, and meet deadlines in a fast

paced and high-pressured structured

environment.

● ResWare, SoftPro, Qualia, RamQuest,

and Title Express Software experience.

● Excellent Customer Service Skills with a

5-star review on Yelp and a 5-star review on

Google from prior customers.

● Excellent verbal and writing skills, and ability to communicate effectively.

● Strong Work Ethic with an upbeat and

positive attitude.

● Supervision & Leadership & Training

Experience.

● Prior Mortgage Lending experience as a Loan

Processor, Loan Officer Assistant and

Underwriter.

● Work well independently with little or no

supervision or in a team environment.

● Proficient in Microsoft Office Outlook and Word. Experience:

Valmer Land Title Agency - Senior Escrow Officer- 11-2022 to 2-2024- Pickerington, OH

● Prepared Settlement Statements, Closing Disclosures and all escrow documentation in coordination with the closing process.

● Assisted with the successful closing of numerous escrow transactions, ensuring all parties were informed and satisfied by communicating and addressing potential challenges, effectively resolving any concerns before they escalated.

● Responsible for clearing title including ordering payoffs, homeowners association statements, clearing any prior mortgages or other liens, obtaining legal description approval for transfer, obtaining probate documents and approval to close from probate attorney, ordering surveys, and obtaining any other documentation that was required to clear title and transfer the property.

● Developed strong relationships with clients through excellent customer service, fostering trust and loyalty earning repeat business and referrals.

Z-Scapes LLC-Office Manager-6-2022 to 11-2022- Pataskala, OH

● Managed calendar and appointment schedules including coordinating internal and external meetings including organization of presentation materials.

● Answered incoming calls and welcomed guests and customers by greeting them, in person or on the telephone

● Assisted with employee relations activities and events.

● Handled company payroll and employee concerns.

● Prepared and maintained files for clients updating as needed and handling any issues and concerns that clients had by responding quickly and with care resulting in repeat clients and referrals. Landsel Title Agency- Senior Escrow Officer/Branch Manager 6-2020 to 6-2022- Delaware, OH

● Implemented efficient workflow procedures which resulted in faster completion of escrow transactions and consistently meeting deadlines.

● Trained new employees on company policies, procedures, and software systems used in the escrow process and managed the Delaware branch.

● Promoted cross-functional collaboration within the team leading to improved productivity and enhanced customer service.

● Collaborated with customers, realty professionals and lender representatives to complete a smooth and efficient process.

● Handled any concerns and calls from the owner or management from the corporate office and held weekly meetings addressing concerns always promoting a positive and healthy work environment with open communication, teamwork and support.

Stewart Title Agency-Transaction Manager- 10-2019 to 5-2020 Westerville, OH

● Managed complex transactions for high-profile clients, ensuring timely completion and client satisfaction.

● Prepared a Closing Disclosure or an Alta Settlement Statement after careful review of lender closing instructions and compiled closing packages for drafting and presentations accuracy.

● Reviewed signed documents for accuracy and obtained funding authorization from the lender if required. Informed all parties, the transaction was closed and cut checks and sent wires out. Checked recordings for accuracy before sending file over to post closing to ship. World Class Title Agency- Escrow Officer- 4/2017 to 10/2019- Westerville, OH

● Prepared a Closing Disclosure or a HUD Settlement Statement after careful review of the lender's closing instructions and prepared documents for closing communicating to all parties enhancing customer satisfaction.

● Trained new employees on company policies, procedures, and software systems used in the escrow process.

● Developed and maintained strong relationships with clients by providing exceptional service, earning repeat business and referrals.

● Managed multiple escrow accounts simultaneously, balancing each transaction and minimizing risk of errors.

● Met and exceeded monthly goals each month.

TransCounty Title Agency- Escrow Officer- 08/2016 to 04/2017- Gahanna, OH

● Mastered escrow process, title process, financial transactions, company policies and procedures and regulatory requirements.

● Reviewed and interpreted buyer, seller and lender instructions to assess escrow requirements and prepare a Closing Disclosure or Alta Settlement Statement for the lender and finalize for closing.

● Prepared documents for closing and handled complete disbursement and follow up of escrow transactions.

● Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to escrow transactions.

Northwest Select Title- Escrow Officer- 05/2012 to 08/2016- Worthington, OH

● Managed a high volume of incoming inquiries from clients, effectively addressing their needs while maintaining a professional demeanor.

● Reviewed and interpreted lender instructions to assess escrow requirements and prepared a Closing Disclosure or Alta Settlement Statement to send to the lender for review and approval.

● Contributed to increased company revenue by delivering exceptional service that resulted in repeat business from satisfied clients.

● Closed purchase, refinance, short sale and foreclosure transactions in a high-volume environment and satisfied customer expectations by meeting timelines and communicating proactively.

● Attended industry-related functions and earned word-of-mouth recommendations. Education:

Some College Forensic Psychology

University of Phoenix Tempe, AZ

Some College Psychology

Columbus State Community College Columbus, OH

References:

Leslie Arndt, Closing Manager, World Class Title, 614-***-**** Christine Miller, Co-Worker, Valmer Land Title, Landsel Title and Northwest Select Title, 614-***-**** Shawn Zimmerman, Owner Z-Scapes, 740-***-****

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