Team Lead Quality Assurance
Resume:
TEISHA TAYLOR
SKILLS
• Production monitoring
• Performance improvement
• Key performance indicators
• Equipment Maintenance
Supportive Team Lead/Escalations with one year of
experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity for Mortgage Loans.
Talented Escalations Team Lead with experience overseeing daily activities and monitoring employees. Excellent quality assurance, issue resolution and interpersonal communication skills. Highly effective at troubleshooting and supervising talented teams.
WORK HISTORY
September 2021 - April 2023
Mortgage Servicing/Escalations Team Lead/Compliance Analyst Loan Care LLC, Virginia Beach, VA
May 2019 - December 2020
MORTGAGE SERVICING REPRESENTATIVE/Compliance
Specialist Bank Of Oklahoma, Irving, TX
Responsible for inbound calls relating to mortgage Escrow, PMI, Mortgage Payments, Ordering Payoffs and De-
escalating issues or addressing all other customer concerns. Also responsible for sending out Monthly to Date and Daily productivity reports.
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Trained new team members by relaying information on company procedures and safety requirements.
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Coached team members in techniques necessary to
complete job tasks.
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Worked different stations to provide optimal coverage and meet production goals.
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Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
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Compares and evaluates possible customer service
solutions and decides which to recommend to customers to best meet their needs and circumstances
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Timely and accurate processing of payoff statement quotes, including prepayment penalty and refund calculations
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CONTACT
Irving, TX 75039
***************@*****.***
August 2018 - April 2019
Mortgage Compliance Officer US Bank Home Mortgage, Irving, TX
July 2016 - March 2017
Mortgage Collections Specialist CAPITOL ONE
Resolve mortgage research items by utilizing the servicing system
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Assists borrowers with late charge waiver, due date change, and other loan maintenance requests
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Process verifications of Mortgage for both internal and external customer
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Input data and verify information as it pertains to processing telephone draft payments
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Provide customers with information about company
products and services to generate additional revenue through cross-sell/up-sell opportunities
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Effectively explain FHA/Fannie Mae/Freddie Mac
Guidelines for PMI removal and LTV requirements
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Properly document each customer interaction in the servicing system i.e
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(AS400, Black Knight, Lexis Nexis, File Net, Salesforce, SharePoint) Perform loan-related mathematical equations regarding Escrow Accounts
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Handled customer complaints with relative ease by
conducting research, listening carefully and taking appropriate action.
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Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
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• Monitored pipelines to track and log status of loans. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
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Investigated and resolved customer inquiries and
complaints quickly.
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• Responded proactively and positively to rapid change. Stayed current with latest changes to applicable regulatory standards and company procedures.
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Reviewed audit and monitoring reports related to consumer and client activities.
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Entered client details and notes into system for
interdepartmental access and review.
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Processed debtor payments and updated accounts to reflect new balance.
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Worked with customer to create debt repayment plan based on current financial condition.
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Listened to customers and negotiated solutions that met creditor and debtor needs.
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Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
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EDUCATION
December 2021
No Degree Entry Level Commercial Real Estate
Dallas College, Dallas, TX
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