At UWM, I manage specialized mortgage servicing escalations, including CFPB and BBB complaints, social media concerns, and executive-level cases. I research servicing histories and account activity to identify root causes and determine appropriate next steps.
I communicate directly with borrowers about account information and case updates, and coordinate with servicing teams and leadership to resolve concerns. I also maintain responsibility for the general servicing queue while meeting established SLA requirements.
As a Customer Care Servicing Specialist at United Wholesle Mortgage, I answered borrower, broker partner, and internal team inquiries about post-boarding loan matters, including payments and escrow. I also responded to servicing inbox inquiries and broker requests through the Client Request portal.
Earlier, at Proctor Loan Protector, I assisted mortgage borrowers with insurance claims related to home damage. My experience also includes quality assurance at Dialog Direct(Qualfon, where I monitored calls, analyzed results, and facilitated calibration sessions.
