Mortgage Escrow Operations & Servicing Leader

VALERIE (VAL) CERRETTI-WATSON

Gilbert, AZ • 520-***-**** • *******@**.*** • linkedin.com/in/valcerretti2026

ESCROW OPERATIONS LEADERSHIP MORTGAGE SERVICING TEAM DEVELOPMENT

Mortgage servicing and escrow operations leader with 20+ years of progressive experience advancing from Senior Tax Specialist to Escrow Lead to Supervisor III. Proven success leading high-volume escrow operations, customer service teams, regulatory compliance, tax and insurance administration, loan boarding support, process improvement, and employee development.

KEY ACHIEVEMENTS

• Led 8–16 direct reports across three mortgage servicing call centers.

• Improved Gallup engagement scores from 4.01 to 4.53.

• Supported escrow servicing, tax, insurance, claims, loan boarding, and customer account resolution using LoanServ.

CORE COMPETENCIES

Escrow Operations • Mortgage Servicing • Escrow Analysis • Tax & Insurance Administration • Loan Boarding • Payment & Disbursement Processing • Escrow Balancing • Customer Service • Client Relationship Management • Regulatory Compliance • Quality Assurance • Team Leadership • Hiring • Training • Performance Management • SLA/KPI Management • Process Improvement

PROFESSIONAL EXPERIENCE

Sagent Technologies Customer Support Specialist Remote Feb 2021 – Jul 2026

Supported mortgage servicing clients using LoanServ with a primary focus on escrow servicing, loan boarding, tax, insurance, claims, MERS, accounting, consumer servicing, cash management, and system support. Resolved complex client issues, owned cases through resolution, partnered with Tier II/III and Development teams, and consistently delivered exceptional customer service.

Fiserv Client Care Technical Analyst Remote Oct 2018 – Feb 2021

Provided technical and operational support for mortgage and banking applications while meeting service level agreements. Assisted financial institution clients with troubleshooting, documentation, and issue resolution while maintaining a strong customer experience.

Nationwide Bank / Home Mortgage Supervisor III Des Moines, IA Feb 1997 – Apr 2018

Directed escrow operations across three mortgage servicing call centers supervising 8–16 associates. Managed hiring, onboarding, training, coaching, quality reviews, performance evaluations, scheduling, and disciplinary actions. Oversaw escrow analysis, tax and insurance disbursements, payment processing, vendor relationships, regulatory compliance, workflow management, customer escalations, and continuous process improvement. Previous roles: Lead Escrow Specialist III (Apr 1990–Jan 1997) and Senior Tax Specialist.

TECHNICAL SKILLS

LoanServ • Nautilus • ServiceNow • Microsoft Office Suite • CoreLogic Tax & Flood • Proctor Financial IIM • Concur

EDUCATION

DMACC (Des Moines Area Community College) — Business Coursework, Ankeny, Iowa

Carlisle High School — Diploma, Carlisle, Iowa

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