Customer Escalations and Mortgage Operations

KAYLA EVANS

Spring, TX 281-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Versatile, results-driven professional with over 15 years of combined experience in mortgage loan origination, complex customer escalations, financial servicing, and government operations. Demonstrated leadership skills with a proven ability to supervise team workflows, mentor associates, manage shift operations, and resolve high-stakes regulatory disputes. Proven expertise in reverse mortgages (HECMs), CFPB/RESPA compliance, written legal and executive correspondence, title and real estate recordation, and high-volume customer service across remote, hybrid, and on-site environments. Demonstrates a strong track record of pipeline management, regulatory compliance, risk mitigation, and operational cross-collaboration across financial institutions and county government agencies. Skilled in Microsoft Office Suite (Excel, Word, PowerPoint), Fiserv systems, accurate high-speed data entry, and typing 60+ WPM. CORE COMPETENCIES

* Leadership & Management: Team Supervision, Workflow Optimization, Conflict Resolution, Mentorship & Training, Shift Operations, Cross-Functional Leadership

* Customer Resolution & Escalations: Executive & Regulatory Complaints, Formal Legal & Written Correspondence, De-escalation Strategy, Root-Cause Analysis, Customer Retention

* Technical & Software Skills: Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Fiserv, Data Entry, Typing 60+ WPM, CRM Software

* Mortgage & Financial Operations: Reverse Mortgages (HECM), Loan Origination Systems

(LOS), Financial Assessment, Pipeline Management, Real Estate Title & Land Records, Escrow

& Loss Mitigation

* Regulatory Compliance: RESPA, TILA, CFPB Standards, HUD Guidelines, NMLS Licensing, Title 68 Oklahoma Statutes, Documentary Stamps

* Public & Government Administration: Public Records Management, Document Indexing, Access Control, Security Operations, Hybrid/Remote Operations PROFESSIONAL EXPERIENCE

LONGBRIDGE FINANCIAL Houston, TX (Hybrid)

Licensed Reverse Mortgage Loan Officer 05/2020 – 02/2022

* Managed a high-volume sales pipeline in a hybrid work setting, consulting senior homeowners on Home Equity Conversion Mortgages (HECMs) and proprietary reverse mortgage products.

* Utilized MS Excel and proprietary CRM/LOS software to conduct HUD-compliant Financial Assessments, evaluating borrower income, credit profiles, and property tax histories.

* Guided clients through the complete loan lifecycle—from initial application and mandatory HUD counseling to e-signing disclosures and collaborating with underwriting for clear-to-close approval.

* Maintained strict adherence to federal and state mortgage lending regulations (TILA, RESPA, NMLS) while accurately logging customer data and tracking milestones. CONN’S HOMEPLUS Houston, TX (Hybrid)

Customer Service Representative 02/2018 – 05/2020

* Handled high-volume inbound communications in a hybrid environment, addressing customer inquiries regarding furniture orders, in-house financing accounts, warranties, and delivery logistics.

* Leveraged fast, accurate data entry (60+ WPM) to log customer notes, process account payments, update balance information, and maintain database integrity.

* Resolved post-purchase escalations, delivery delays, and damaged product claims by coordinating directly with regional warehouse dispatch and repair technicians. CALIBER HOME LOANS Oklahoma City, OK

Escalations Resolution Specialist 01/2015 – 02/2018

* Managed high-priority borrower complaints, executive-level inquiries, and regulatory agency escalations (CFPB, BBB) across a national mortgage servicing portfolio utilizing Fiserv systems.

* Authored formal, professional written communications and regulatory response letters to resolve legally sensitive disputes, ensuring full compliance with statutory language and company standards.

* Investigated complex servicing disputes involving escrow accounts, loss mitigation processing delays, misapplied payments, and credit bureau reporting errors.

* Provided real-time support and call takeovers for Tier 1 agents, while tracking operational bottlenecks and training gaps to drive process improvements with leadership.

* Collaborated cross-functionally with legal, compliance, underwriting, and default servicing teams to perform root-cause analyses and prepare summary reporting for leadership using MS Excel/PowerPoint.

STRIPES STORES Spring, TX

Shift Supervisor 06/2013 – 12/2014

* Supervised daily shift operations, customer service associates, and inventory workflow in a fast-paced, 24-hour retail and fuel station environment.

* Managed cash register drawer reconciliations, safe drops, shift audits, and daily sales data entry while ensuring strict compliance with age-restricted product sales laws.

* Oversaw shift safety, forecourt conditions, vendor stocking deliveries, and food sanitation standards for quick-service food operations.

OKLAHOMA COUNTY CLERK'S OFFICE Oklahoma City, OK Registrar of Deeds Officer / Deputy Clerk 10/2010 – 04/2013

* Reviewed, recorded, and indexed legal real estate instruments—including warranty deeds, mortgages, plat maps, mechanics' liens, and oil and gas leases—in accordance with Oklahoma State Statutes.

* Performed rapid, high-accuracy data entry (60+ WPM) to index public land records, calculate documentary stamp taxes, and verify legal descriptions.

* Assisted title abstractors, attorneys, financial institutions, and the general public in navigating county land record databases and historical land patent records.

* Maintained public land records, collected statutory recording fees, and issued certified copies of recorded public documents.

OKLAHOMA COUNTY SHERIFF’S OFFICE Oklahoma City, OK Central Control Specialist 10/2007 – 10/2010

* Operated centralized security control consoles in a 24/7 law enforcement/detention environment, remotely managing electronic door access, sally ports, and perimeter security gates.

* Monitored multi-screen CCTV surveillance arrays, fire alarms, and duress systems while maintaining real-time electronic shift logs of staff movements and emergency incidents.

* Dispatched response teams, sworn officers, and emergency medical personnel via two-way radio networks during active security incidents, medical calls, or facility lockdowns. EDUCATION & CERTIFICATIONS

* NMLS Licensed Mortgage Loan Originator (Inactive)

* High School Diploma — Putnam City West High School, Oklahoma City, OK

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