Mortgage Operations & Escrow Specialist

Summary

Adaptive and detail-oriented professional with a strong background in high-stakes operations, training, and client services. Recently transitioned into mortgage servicing, quickly mastering complex escrow analysis, 1098 data reporting, and financial transaction management at Truist. Proven track record of leadership as a Senior Operator and Trainer, with a unique ability to simplify technical information for clients and new hires alike. Expert in navigating high-volume environments, maintaining strict regulatory compliance, and utilizing CRM platforms like Salesforce and MSP to drive operational excellence.

Education

GED

Orange Technical College

Skills

Customer service, Computer literacy, Communication skills, English, Documentation review, Microsoft word, Time management, Microsoft excel

Experience

Mortgage client services

Truist • Orlando, FL

10/2025 - Present

Managed comprehensive mortgage account services for Truist clients by performing detailed financial audits of escrow accounts, tax disbursements, and insurance premiums to ensure total cost accuracy. Provided critical year-end support by reviewing 1098 form data, calculating total interest paid, and facilitating duplicate document requests for client tax preparation. Orchestrated high-value transactions, including mortgage payoffs, secure payment processing, and the precise management of automated payment (ACH) agreements. Facilitated complex account lifecycles by verifying sensitive documentation for third-party authorizations, escrow deletions, and refund requests within strict company guidelines. Optimized operational excellence by utilizing advanced task-management systems to document interactions, open service tickets for statement requests, and strategically route high-level cases to specialized departments. Maintained the integrity of internal databases by managing secure communication channels for document intake, ensuring all materials for special loan processes were accurately indexed and actioned. Admissions Guide

Full Sail University • Winter Park, FL

08/2023 - 10/2025

Managed the end-to-end student enrollment experience by conducting in-depth discovery calls to align students' creative dreams and career interests with optimal academic programs. Guided prospective students through every stage of the admissions funnel, from the initial application submission to navigating the Full Sail student hub and portal systems. Provided expert walkthroughs for submitting essential enrollment documentation and educated families on critical university resources, including financial aid options and scholarship opportunities. Maintained consistent engagement through strategic follow-ups and coordinated both virtual and on-campus tours to showcase the university environment. Alexys Sargee

****.******@*****.*** / 689-***-**** / davenport, FL Served as a dedicated advocate for students, ensuring they were fully prepared for their educational journey through personalized support and comprehensive program education. Support Specialist

Full Sail University • Winter Park, FL

08/2022 - 08/2023

Optimized student records and workflows by managing high-accuracy data updates within Salesforce and ensuring all enrollment documentation met university standards. Guided the onboarding and development of new hires, conducting live call-monitoring sessions to provide real-time guidance on support protocols and effective student communication. Facilitated seamless student experiences by identifying specific academic or program needs and accurately routing inquiries to the appropriate departments. Delivered comprehensive technical training to new staff on essential internal tools, including Salesforce CRM, Cisco systems, Slack, and Microsoft Outlook. Collaborated with the admissions team to clarify documentation requirements for prospective students, ensuring a smooth transition through the enrollment funnel.

Senior Operator

Alliance Communications • Orlando, FL

11/2021 - 07/2022

Managed high-volume call traffic for a diverse client base, prioritizing emergency calls while maintaining professional composure. Served as a lead trainer for new hires, providing comprehensive guidance on company protocols, communication etiquette, and proprietary software to ensure team-wide accuracy. Delivered clear, efficient solutions for complex inquiries and acted as a primary point of contact for troubleshooting and conflict resolution. Executed high- accuracy data entry for complex reservations and processed secure payments in compliance with strict documentation standards. Streamlined workflow efficiency by identifying common caller issues and providing actionable feedback to management and trainees.

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