Experienced Mortgage Servicing Leader with Training Focus
Resume:
LaShika Taylor
**************@*****.***
Professional Summary
Expanded knowledge in team building, motivating and customer service and closing at the management level; Persuasive communicator, negotiator, and trainer well developed in loan servicing, special projects, management, training development consumer loans and research. Experience
May 2020 to February 2026
NewRez/Shellpoint Mortgage Servicing
Performing Loan Servicing Supervisor
Supervise and support customer service agents to ensure high quality service Monitor calls daily for accuracy, quality and feedback
Handle escalated customer complaints and complex service issues
Train coach and mentor staff to improve performance and productivity
Monitor employee performance and feedback for evaluations
Ensure compliance with company policies
Identify opportunities for process improvement and efficiency
trained/handled team specializing in mortgage products such as HELOC and Recasts servicing and regulatory updates
February 2000 to March 2020
Ditech/EverBank
February 2009 to March 2020
Correspondence/Client Response Supervisor
LaShika Taylor
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Manages the resolution of all written and telephone research requests within regulatory, investor and company guidelines
Ensured that all escalated issues are handled properly and resolved in a timely manner Identified and reacted accordingly to minimize risk and any potential for loss
Performed loan reviews related to SCRA, Consumer Loan modifications, bankruptcy, foreclosure and loss mitigation loans
Prepared/reviewed PMI loan to value ration, determined eligibility for waiver requests Ensured completion and accuracy of documents for closing
Assisted/manag closings by resolving any problems concerning document closings Overall department management including ensuring that service quality indicators are met while monitoring/developing employees on performance, identifying training issues, monitoring employee attendance, enforcing department and company policies
Act as a liaison with other departments to research, consolidate and disseminate information Assist in conducting audits on mortgage loan history as well as activity
Develops and ensure current/accurate policy and procedures are in place, ensure adherence to risk, legal and compliance guidelines
Ensure individual and team high quality performance because of effective/accurate service through regular review and supervisory monitoring of responses
Properly posts and process bankruptcy payments specific to all aspects of BK: Post-Petition, Pre-Petition, agreed orders, reversal and proof of claim on various BK Chapters
Update bankruptcy payment history, bankruptcy ledgers and bankruptcy cash activity. Balance and reconcile bankruptcy payments in accordance to the BK. Participate in bankruptcy projects as needed
Analyze associated data and performing loan maintenance that ultimately resolves loan system corrections for bankruptcy loans and reversals
Research and analyze past bankruptcy loan history identifying necessary adjustments ensure the loan is being serviced properly
Ensure complete resolution for bankruptcy accounts.
Ensure service level agreement deadlines are met on all processes and items are processed within allotted handling times
February 2007 to 2009
Quality Control Analyst
Served as a Quality Control Analyst for the Mortgage Customer Service, Research, Consumer reviewed prepayment penalty calculations to ensure that the company does not incur any loss of funds from quotes provided to the customers
Met productivity goals while insuring a high quality of work is performed
Managed workloads, met deadlines, analyzed reports to find trends and patterns to make LaShika Taylor
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recommendations based on those reports
Utilized my problem solving, data inputting, analyzing, and, gathering skills to insure that all work was performed with the highest quality
Served as a subject matter expert for the Mortgage Call Center, Research, Consumer Loans, and Specialized Customer Service Departments
November 2003 to February 2007
Customer Service Research Representative
Served as a Quality Control Analyst for the Mortgage Customer Service, Research, Consumer Loans, and Specialized Customer Departments
Proficiently handled special projects and all necessary office automation duties in all areas of mortgage banking, including the handling of Heloc loans, Arm Loans and managing Escrow accounts
Professionally resolved customer complaints and problems in a timely and effective manner Independently generated customer correspondence letters and department reports Resourcefully researched loans by responding to customer’s written request and accurately within company and investor guidelines
Calculated and processed prepayment penalties, and handled the process of creating and distributing speedpay checks
November 2000 to February 2003
Customer Service Representative
Analyzed confidential applications for both business and personal loans
Taught colleagues the financial mission and importance of accurate handling and customer satisfaction
Oversaw and managed daily loan portfolios with 30 to 60 day delinquencies
Satisfied customer complaints, request, and maximized productive relationships among team members
Academic Education
William Raines High School-Diploma
Florida Community College at Jacksonville
References are available on requests
LaShika Taylor
**************@*****.***
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