Service Representative Customer

Sheri Micklin

**** ****** **

Larned, KS *****

phone: 480-***-****

Email: *******.***@*****.***

Loan Care - Single Point of Contact - Chandler August 2021 to Present

• Answer incoming calls from homeowners whose mortgage payments are delinquent and counsel them accordingly, with an understanding that the primary focus is to bring the account current

• Proactively communicate with customers and authorized third parties to ensure, based upon facts presented at the time, understanding of all potential outcomes at each step of the process

(e.g. point of entry into loss mitigation, point of denial of loss mitigation, point of workout offer, point of foreclosure sale). Respond to borrowers’ questions utilizing available resources (e.g. account information, modification and/or foreclosure specialists, etc).

•Contact borrowers with delinquent mortgages, using all attempts to cure the delinquent accounts using loss mitigation or other work-out options.

•Request borrower’s financial and hardship documents to determine best workout options biased on their unique situation.

•Maintains thorough working knowledge of all loss mitigation offerings for all investors and insurers, as well as state and federal guideline updates. Robert Half - Wells Fargo Quality Assurance Analyst - 07/2020 to 12/2020 (Temporary)

• Researched fraud/misconduct allegations against Wells Fargo employees.

• Created case files, reviewed documents i.e. bank statements, sales data measurements, comparison signatures, past allegations etc., and researched findings to determine if allegations were yielding.

• Dispositioned case files according to findings and sent line management notification emails to management to notify managers for further coaching opportunities for employees. Cenlar FSB - Mortgage Servicing Specialist - Jan 2016 to July 2020

• Work in a fast paced, structured call center environment following key performance metrics with a high emphasis on quality and productivity.

• Handle incoming phone calls to assist borrowers with mortgage loan inquiries

•Research and resolve inquiries via the phone, email and written correspondence

•Provide first call resolution and root cause analysis Direct Energy – Sales Representative – Jan 2015 to Jan 2016

•Engage in an Inbound call environment from current internal and external customers nationwide

• Schedule service appointments with customers

• Set up accounts/contracts with new customers

• Follow up with customers with outstanding questions/concerns Bankruptcy Specialist -Citi Bank- July 2013 to Sept 2014 •Reviewed delinquent mortgage accounts for Motion for Relief eligibility

• Sent Motion for relief referrals and documents to attorneys through the attorney interface

• Monitor accounts and communicate with attorneys and trustees on a daily basis Loan Officer-Peoples Home Lending- January 2012 to December 2012

• Spoke to applicants to obtain information for the mortgage loan application and to answer questions about the loan process

• Take application over the phone; enter information into Encompass system

• Analyzed applicants' financial status, credit, and property evaluations to determine qualifications

• Requested and obtain loan documents from applicant Account Manager -Paramount Residential Funding Corp October 2010 to February 2011 (Laid off)

• Responsible for reviewing incoming loan files submitted by brokers for completeness, accuracy, and validation that the broker is active with the lender

• Answered incoming phone calls (10 lines), handled incoming and outgoing mail and shipments, ordered office supplies

• Loan boarding, set up and import and/or input information into the system for the generation of disclosures, and preparation for underwriting

• Initiate TILA disclosures and check loan files for required submission documents

• Communicate with broker to collect missing submission documents and board loan into loan origination system

Mortgage Loan Adjustor-(Loan Processing) -Wells Fargo March 2009 to 2010

• Reviewed modification files for eligibility for HAMP and standard modifications

• Responsible for ensuring all required documentation is on file: requested all modification documents and financial documents, gathered and reviewed all bank statements, tax returns, paystubs, 1099's, 4506, Hardship Affidavit, etc.

• Contacting borrowers to follow up on missing documents and stipulations • Review of all documentation and order flood, title, and appraisal Systems Support Analyst I - Workway (Bank of America) 03/2007 to 03/2008

• Negotiated modifications for delinquent borrowers

• Communicating regularly and effectively with mortgagors

• Providing first-level support to branches, employees, business partners and/or customers who are experiencing difficulties with the company's Loan application and processing systems/applications on the CWBC website

• Assisted business partners in a call center environment with password resets, user id issues, and system errors

Post-Closing Auditor - Quality Assurance Analyst- First National Bank of Arizona April 2005 to August 2006

• Reviewed documentation in each closed mortgage loan file in the QA Post Closing dept.

• Audited documentation against a quality assurance database for accuracy and quality in accordance with FNBA product guidelines, policies and procedures. Loan Processor - Adecco Financial - June 2003 to April 2005

•Received inbound calls in a call center environment and made outbound calls to borrowers to request documentation

• Processed mortgage files. Included clearing exceptions, requesting and reviewing flood, appraisal, title, payoffs, and Insurance.

Anoka Technical College – Graduated from the

Human Services Program

1992-1993

University of Phoenix

45 credits in Business Management

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