Remote Customer Experience Specialist with 20+ Years Experience

D. MICHELLE BERTUCCI

Aliquippa, PA **********@*****.***

412-***-**** linkedin.com/in/michelle-bertucci

Customer service oriented individual with over 20 years experience in the financial and real estate services industry, including 12+ years autonomous remote work. Skill sets include high-level relationship management, process improvement, and cross-functional collaboration skills, in addition to strong organization, customer service, problem-solving skills and analytical thinking. 15+ years with client relationships, consisting of excellent verbal and written proficiency, along with an exceptional ability and flexibility to adapt to different processes. I am self-managed, detail oriented, and multi-tasking, looking to expand career experience into a tenured opportunity.

PROFESSIONAL EXPERIENCE

SINGLESOURCE PROPERTY SOLUTIONS, Remote, Canonsburg, PA 01/2023 – 06/2025 Field Services Associate

Responsible for the assignment, monitoring, and review of property work orders from start to finish, ensuring that a top-quality product is being completed and delivered to the client in a timely fashion and within cost guidelines.

Assigned all incoming orders to vendors within 24 hours while maintaining a focus on direct cost, customer SLA expectation and on time percentage.

Built and managed relationships with vendor partners through all means of communication to promote accountability, quality and efficiency.

Addressed all vendor inquiries from inbound/outbound calls, team inbox, and WIP (works in progress) status updated in a timely manner.

Tracked status of orders through follow up to ensure that consistent and streamlined progress is being made.

Professionally communicated special-order updates to clients via proprietary system notes.

Ensured vendors understood and completed full scope of assignments through review of engagement letter, customer SOP’s and examination of any standard requirements.

Counseled and coached vendors within region to remediate concerns and alleviate future issues.

Created job-aids for various clients as it pertains to their specific requirements and SLA’s.

Addressed to completion, escalated orders and time-sensitive projects as designated by Account Managers and Department Manager.

Nominated for Third Quarter 2023 Circle of Excellence.

Assisted with trainings and aided team members in resolution of inquiries as they pertain to client specifics and processes.

Unemployed due to Layoff 03/2022– 01/2023

ZILLOW GROUP, Remote, Seattle, WA 09/2021 – 03/2022 Senior Title Curative Associate

Confirmed need for and executed title curative activities for this online real estate marketplace. Partnered with closing attorneys, underwriters, exam teams, and other curative professionals to facilitate real estate sales and purchases. Adhered to industry best practices to analyze and clear applicable exceptions on the commitment.

Processed up to 50 files/day (vs. 30/day target) by determining title curative needs. Itemized title commitments, gathered title search documentation, ensured accurate vesting, and processed requests related to affidavits, lien releases, payoffs, divorce decrees, trusts, and corporate documents.

Forecasted title curative resolution dates and communicated progress to customer facing teams to assure compliance with service level agreements (SLAs).

Recognized for exceeding average performance among team of 11, significantly contributing to early completion of project to eliminate 150-file backlog.

Escalated particularly challenging title defects (0.1%) by connecting with underwriters to facilitate clearance. PAGE 2 OF 2 D. MICHELLE BERTUCCI

linkedin.com/in/michelle-bertucci **********@*****.*** 412-***-**** Pandemic Layoff 06/2021 – 09/2021

SINGLESOURCE PROPERTY SOLUTIONS, Canonsburg, PA 03/2008 – 06/2021 Title Curative Associate (5/2020 – 6/2021)

Evaluated and confirmed accurate information in accordance with lender requirements for this national real estate service provider. Ensured subordination of second mortgages when processing first mortgage refinance applications. Terminated Uniform Commercial Code liens and obtained relevant payoffs and releases.

Researched and resolved title issues and discrepancies, including proper vesting for 40+ files per day.

As part of document management, ordered and reviewed divorce decrees, trusts, Quit Claim Deeds, and Powers of Attorney on daily basis.

As dedicated support for single lender, communicated throughout 37 states (and Puerto Rico) with borrowers, other lenders, attorneys, title companies, and lien holders. Senior HOA/Tax Specialist – REO Asset Management Department (9/2008 – 4/2020) Created and structured HOA processing department to ensure that clients throughout the US and Puerto Rico were responsible solely for their portion of account balances. Addressed liens and violations on foreclosed properties and maintained accounts in good standing through closing, including reoccurring payments.

Documented HOA processes and guidelines for newly-formed department and created SOPs. Developed and delivered training sessions for interdepartmental employees, including management.

Handled portfolio of 400 files concurrently. Ensured timely payments, acquired recorded releases and tax redemption documentation.

Researched and resolved up to 75 violations at a time, ranging from unpermitted structures to unauthorized landscaping. Ensured full compliance under local regulations and authorities prior to closing.

Interviewed potential new employees; trained and hired new team members.

Communicated on daily basis by phone and email with borrowers, foreclosure and title attorneys, associations, local governments, and listing agents. Liaised between clients and various counsels.

Saved over $300K in aggregate over two years for two clients (lenders) by negotiating association balances with HOA and their counsel to comply with applicable statutes. Reviewer (03/2008 – 9/2008)

Reviewed Broker Priced Opinions (BPOs) for specific lender to ensure information was within designated parameters. Communicated with appraisers for necessary corrections to BPOs. INDEPENDENT CONSULTING, Remote 2000 – 2007

Contract Loan Processor

Affiliated with six different national brokers to complete all aspects of mortgage loan process for nationally licensed lenders. Reviewed loan files and applicable government documentation to ensure compliance with national standards. Communicated with borrowers, loan officers, underwriters, appraisers, and title companies.

Ordered and reviewed credit reports and mortgage applications (1003s) for pre-qualification. Obtained and examined appraisals, verifications for mortgages/rent, bank accounts, employment, and payoffs.

Ensured submitted loan package matched designated loan programs.

Re-evaluated final appraisals, titles, and vendor management documents and coordinated closings.

Performed condition clearing, set up escrows, and reviewed HUDs (settlement statements) for accuracy. TECHNICAL SKILLS

ResWare, res.net, Pyramid, Equator, Proprietary System (Property Smart), PPW, KeyStoneB2B, Workday, Excel, Microsoft Office, Power BI, UKG

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