Customer Service Financial Services

KATHARINE HICKS

Phoenix, ENG ***** 602-***-**** ****************@*****.***

PROFESSIONAL SUMMARY

Accomplished Mortgage and Financial Services Professional with over 35 years of experience in credit, collections, underwriting, escrow, post-closing, and regulatory compliance. Proven success analyzing residential mortgage files for completeness and accuracy, ensuring adherence to federal guidelines including TRID, TILA, RESPA, and HMDA. Adept at collaborating with cross-functional teams, resolving file deficiencies, and preparing loans for investor delivery. Recognized for high-quality work, efficiency, and commitment to delivering compliant, timely results. Experienced in all aspects of loan lifecycle support, including processing, closing, cash management, and ACH transactions. Brings unmatched attention to detail, customer service, and regulatory knowledge to every role. Seeking to bring value to City National Bank as a Residential Mortgage Analyst.

SKILLS

Mortgage Loan Review & Analysis

TRID, TILA, RESPA, and HMDA Compliance

Fannie Mae (FNMA) & Freddie Mac (FHLMC)

Guidelines

FHA & VA Loan Processing

Loan Underwriting Support

Post-Closing File Review

Escrow and Title Review

Credit and Collections Analysis

Document Auditing and Validation

Risk Identification & Quality Control

Investor Delivery Preparation

Encompass, Calyx Point, or Similar LOS Platforms

File Deficiency Resolution

Customer & Vendor Communication

Cash Management & ACH Processing

Compliance with Lending Regulations

Mortgage Document Tracking & Reporting

Cross-functional Collaboration with Loan Teams

WORK EXPERIENCE

INSPIRE COMMUNITIES

Title Specialist 09/2024 to Current

Conducted comprehensive audits on mobile home titles, ensuring all lot numbers and address information were accurate and up-to-date for internal processing.

Managed incoming and outgoing title documentation, including entry, verification, and record-keeping for streamlined data management.

Executed accounts payable duties by verifying, posting, and clarifying invoice data, ensuring timely and accurate financial records.

Coordinated title updates and check requests via internal systems while resolving discrepancies through communication with stakeholders.

Created and maintained pivot tables and VLOOKUP reports to analyze trends related to taxes and title updates. SILICON VALLEY BANK/FIRST CITIZEN BANK

Document Service Advisor II 10/2022 to 10/2024

Provided high-level client support for private equity, startup, and MMA accounts, guiding users through complex account and wire transfer processes.

Managed domestic and international wire transfers and reconciled large-scale cash inflows/outflows, ensuring regulatory and operational compliance.

Facilitated the setup and maintenance of escrow accounts, including client education and issuance of detailed escrow statements.

Led extensive cash reconciliation efforts including bank and petty cash reconciliations, identifying discrepancies and mitigating fraud risks.

Created Excel-based financial reports and legal remedy documents, incorporating pivot tables and VLOOKUP to streamline data accuracy.

ONE MAIN FINANCIAL

Repo Agent 07/2022 to 10/2022

Prevented vehicle repossessions by negotiating and setting up custom payment arrangements with clients.

Collaborated with repo companies to schedule pickups and ensure clients retrieved personal items from vehicles.

Processed and tracked multiple wire payments to restore client accounts to good standing.

Audited invoice data to ensure all charges aligned with client agreements and service records.

Provided bilingual support to Spanish-speaking clients, ensuring clear communication throughout the payment process.

LOAN DEPOT

Customer Service Rep 08/2021 to 07/2022

Handled 40–50 inbound/outbound calls daily, resolving client mortgage questions, account setup, and payment issues.

Created and managed Excel-based reports using pivot tables and VLOOKUP to track mortgage and escrow accounts.

Reviewed payment plans and mortgage modification options to assist clients in financial hardship.

Drafted construction contracts and managed required permits and documentation for housing projects.

Delivered bilingual support and processed accurate account and escrow updates for Spanish-speaking clients. ARIZONA FEDERAL CREDIT UNION

Loan Officer 03/2021 to 08/2021

Guided clients through loan application processes including car, personal, and home loans.

Supported teller functions including issuing bank cards and completing account updates.

Prepared loan packages with all necessary documentation for underwriting approval.

Delivered customer support in both English and Spanish to accommodate a diverse client base.

Assisted clients with card issuance, replacements, and account security inquiries. CENLAR MORTGAGE

Customer Service Rep 02/2021 to 08/2021

Assisted customers in setting up payment plans and resolving issues with negative escrow accounts.

Maintained compliance in invoice processing, performing detailed financial verifications for accurate reporting.

Managed 50–60 daily inbound/outbound customer calls using autodialer systems.

Worked with Spanish-speaking clients to provide comprehensive support and resolve mortgage-related issues.

Developed tailored modification plans for customers falling behind on mortgage payments. SHELLPOINT MORTGAGE SERVICING

Tempe, AZ

Collections II 02/2019 to 04/2021

Collected on delinquent accounts (30–120 days) while offering custom repayment plans and financial guidance.

Used pivot tables and VLOOKUP to analyze account status and prepare reports for collections strategy.

Provided support across departments (foreclosure, escrow, insurance) to resolve client account issues.

Educated clients on credit reporting and guided them through credit repair processes using Smart Credit tools.

Processed ACH payments and managed compliance documentation to support seamless operations. UNITED EDUCATION CREDIT SERVICE

Repair Credit 06/2018 to 02/2019

Repaired customer credit reports by removing negative items and updating tradelines.

Reviewed credit data and collaborated with reporting agencies to ensure accurate records.

Provided clients with progress updates and financial education to sustain improved credit standing.

Conducted in-depth credit analysis using financial reports and credit tools.

Supported Spanish-speaking clients in navigating the credit restoration process. UAMC-LENAR HOMES MORTGAGE COMPANY

Tempe, AZ

Mortgage Disclosure Specialist, Closing, Post Closing 09/2012 to 06/2018

Prepared and disclosed loan documentation to meet regulatory guidelines within compliance deadlines.

Verified accuracy of fees and charges, ensuring proper data was recorded for funding and closing.

Delivered customer support to borrowers on closing procedures and document requirements.

Processed appraisals for single-family, builder, and condominium properties.

Worked with appraisal companies and borrowers to confirm scheduling and updates. FINDER/UNDERWRITER

Phoenix, AZ

Underwriter 01/2012 to 09/2012

Scheduled closings and compiled loan documents, ensuring all conditions were met.

Reviewed approved mortgage loans for compliance before finalizing documentation.

Communicated with title companies, realtors, and borrowers to obtain required disclosures.

Assessed financial information and risk to support accurate underwriting decisions.

Ensured timely delivery of closing documents to meet funding deadlines. METLIFE HOME MORTGAGE

Mortgage Specialist 07/2011 to 01/2012

Ensured files were complete with necessary borrower identification and insurance documentation.

Aligned application data with loan officer inputs to support streamlined processing.

Ordered appraisals, title work, and performed fraud guard checks.

Supported FHA loan processing and assisted with documentation verification.

Ensured data integrity through quality checks before moving loans to the next phase. SVS STAFFING GROUP ONE BANK

Mortgage Subordination's Retake Specialist 09/2010 to 01/2011

Underwrote and processed subordinations for second mortgage accounts.

Scheduled mortgage payments and wire transfers, maintaining precise records.

Evaluated loan applications for compliance and accuracy using manual and automated systems.

Analyzed income documents, appraisals, and title reports for risk assessment.

Facilitated client support for collections and customer service issues. CITI MORTGAGE

Chandler, AZ

Collections and Underwriting 01/2009 to 07/2010

Underwrote conforming and FHA/HARP/HAMP loans, ensuring alignment with Wells Fargo standards.

Assessed borrower financial profiles and confirmed loan eligibility.

Reviewed documentation and conducted credit decisioning for home mortgage applicants.

Maintained quality control through systematic document checks and policy adherence.

Balanced collections work with underwriting responsibilities to reduce delinquencies. NATIONAL BANK OF ARIZONA

Phoenix, AZ

Loss Mitigation & Processing 07/2007 to 05/2008

Processed FHA, VA, and conventional loans in accordance with lender guidelines.

Conducted underwriting and credit decisions for home loan applications.

Verified application documents and submitted loans for approval.

Identified loss mitigation solutions and implemented servicing actions.

Provided mortgage support from intake to decision phase. FIRST CONVENIENCE BANK

Customer Service/ Loss Mitigation 07/2003 to 01/2007

Provided underwriting and loan processing support for consumer and home equity loans.

Offered loss mitigation services for customers in financial hardship.

Evaluated loan-to-value ratios, credit, and income to support application processing.

Ensured documentation compliance and supported sub-prime underwriting.

Delivered exceptional service for product changes and account reviews.FHA/VA/HARP/HAM/ LOANS/ HUD 1 SETTLEMENTS Reviewing Credit Reports and individual scheduled Tax Forms in detail, financial statements, and applicable ratios.

EDUCATION

HIGH SCHOOL 05/1989

Marco's #HRJ#b8e13cd2-2f65-4072-8cf5-6baab0a29efd# De Niza High School, Tempe, AZ

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