Dan

Escalations Relationship Management Specialist for US Mortgage Servicing

Verified

mark as hired

Overview

Looking for full-time work (6 hours/day)

at $7.45/hour ($1,080.00/month)

Post-graduate degree (Masters, Doctorate, etc.)

Last Active

July 18th, 2026 (3 days ago)

Member Since

July 1st, 2026

Profile Description

I support mortgage servicers to retain mortgage/loan servicing from post-origination/closing through loan pay off. I have years of expertise in mortgage escalations particularly case management of regulatory complaints without compromising net promoter scores (NPS). My goal is to clear caseloads with higher percentage of customer retention.

Top Skills

Real Estate » Mortgages

Experience: 10+ years

Mortgage Servicing Specialist for 13+ years specializing in case management, escrow servicing, payment reconciliation, loss mitigation, [ay off, post pay-off and lien releases

Customer Support » Customer Relationship Management

Experience: 10+ years

I have over 13 years of experience in mortgage customer relationship management, specializing in resolving complex customer concerns, managing escalated cases, and supporting customers throughout the mortgage servicing process. My role required me to act as the primary point of contact for customers with sensitive or high-priority issues, ensuring every case was investigated thoroughly and resolved accurately while complying with regulatory and company guidelines. For example, I regularly handled cases involving payment disputes, escrow shortages, loan modification inquiries, foreclosure prevention options, and credit reporting concerns. In one instance, I worked with a homeowner whose online account continued showing delinquent payments after a completed loan modification. I conducted a detailed review of the loan history, collaborated with our servicing and technology teams to identify a system synchronization issue, ensured the account was corrected, and personally kept the customer informed until the issue was fully resolved. I also managed complaints submitted through executive offices, regulatory agencies, and consumer protection channels. Each case required extensive research, analysis of loan documentation and servicing history, coordination with departments such as escrow, collections, bankruptcy, foreclosure, and payment processing, and preparation of accurate written responses that complied with regulatory requirements and internal policies. Beyond resolving individual cases, I identified recurring issues and shared recommendations with leadership to improve processes and reduce repeat customer concerns. I consistently maintained detailed case documentation, prioritized multiple high-impact cases simultaneously, and built strong relationships with both customers and internal stakeholders. My ability to combine empathy with analytical problem-solving helped improve customer satisfaction while protecting the organization's compliance and operational standards.

Other Skills

Customer Support » Mortgage

Experience: 2 - 5 years

I have over 4 years of experience as a Mortgage Customer Service Specialist, providing comprehensive loan administration and customer support throughout the life of a mortgage loan. My responsibilities included assisting borrowers with payment inquiries, escrow accounts, loan modifications, repayment options, and general servicing requests while ensuring compliance with investor guidelines and regulatory requirements. I regularly reviewed loan accounts to verify payment histories, explain escrow analyses, resolve payment discrepancies, and research account balances. For example, I assisted homeowners who questioned changes to their monthly mortgage payments by analyzing escrow activity, explaining increases in property taxes or homeowners insurance, and helping them understand how those changes affected their monthly obligations. I also supported customers experiencing financial hardship by explaining available loss mitigation options, guiding them through documentation requirements, and coordinating with internal departments to ensure timely processing of their requests. In addition, I handled loan administration tasks such as reviewing loan documentation, updating customer and account information, monitoring servicing requests, documenting all customer interactions, and coordinating with departments including escrow, payment processing, collections, bankruptcy, foreclosure, and loan modification teams to resolve complex issues. When account discrepancies arose, I conducted detailed investigations by comparing servicing records, payment transactions, and system data, then worked with operational and technical teams to correct errors and ensure accurate loan records. Throughout my career, I consistently balanced exceptional customer service with strong attention to detail and operational accuracy. My ability to explain complex mortgage concepts in a clear and empathetic manner, manage multiple priorities, and collaborate across teams enabled me to deliver timely resolutions while improving the overall customer experience and supporting efficient loan servicing operations.

Basic Information

Age: 34

Gender: Male

Website: Sign Up with Pro Account to View

Address: SAN JOSE, ROMBLON

Tests Taken: None

Government ID: Sign Up with Pro Account to View

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