Deirdre Roberts

Dedicated and adaptable professional with a strong background in mortgage loan servicing and escrow boarding software applications, seeking a role to leverage my expertise in Loan Servicing, Loan Boarding, client support, and project management to drive innovation and enhance product offerings for both Clients, Banking Stakeholders and their bank partners. Authorized to work in the US for any employer

Loan Servicing Specialist / Boarding Operations - Equity Prime Mortgage - Atlanta, GA

(2023-02)

• Collaborate with development teams on loan boarding projects.
• Analyze customer issues, while forming a formal resolution to all ongoing issues.
• Distinguish client requests from business needs, and act as a liaison between clients and development groups.
• Design new functionalities, and contribute to testing and documentation efforts.
• Assist in data conversion processes, including project management, data mapping, and validation.
• Cross-trains for other job functions within the loan servicing department. Maintains the highest level of core values in all actions.
• Perform tasks associated with customer requests, email, inbound, and outbound calls.
• Perform loan maintenance as requested – Payment processing, disbursements, data input, and filing.
• Processes payoff statements
• Research insurance and tax escalations, investigate and resolve escalated issues, billing statements, setting up new accounts, and directing our borrowers to the proper channel within our sub-servicing company.
• Contact Insurance Agents and/or Tax Assessor offices for accurate billing information.
• Assist in updating policies and procedures as needed.
• Participate in internal and external quality control and customer experience and development.
• Other duties upon request.

Account Manager Customer Experience Representative - Digital Federal Credit Union - Kennesaw, GA

(2021-12 - 2022-08)

• Assisted members with account discrepancies, refunds, and disputes.
• Educated members on account processes and procedures.
• Resolved navigation and login discrepancies and directed members to appropriate resources.
• Promoted member retention through effective communication and problem-solving.

Mortgage Escrow Account Executive / Servicing - Positively Balanced, LLC - Acworth, GA

(2021-03 - 2021-11)

• Managed reconciliation of escrow accounts for mortgage closing attorneys and financial clients.
• Ensured accurate daily, weekly, and monthly reports using specialized software.
• Demonstrated high attention to detail and patience in escrow account reconciliation.

Mortgage Closing Scheduler - Signing Services of America - Atlanta, GA

(2020-02 - 2021-03)

Duties include: interviewing and hiring attorney's /notaries and assigning them to mortgage transactions. Seeing the closings through appointment to completion. Specializing in Deed signing, reverse mortgage, buyer/seller, new purchase, escrow, and refinancing closings.

Mortgage Service Specialist I - Echelon Group - Woodstock, GA

(2018-01 - 2020-02)

Assist mortgage clients with their accounts. Explaining in great detail escrow accounts and escrow analysis or reviews. Processing monthly payments as well as loan payoff processes. Find and resolve account payment disputes.

Resolving account navigation issues while maintaining a high level of integrity and privacy. Promoting account retention by offering clients payment plan options or directing to appropriate department for payment plan assistance. Knowledge of FNMA, FHLMC, FHA and VA lending.

Knowledge in MSP, and a plethora of other banking software applications.

• Assisted customers with a warm and professional attitude
• Assisted customers with questions
• Kept records of customer complaints
• Handled emails, inbound calls, and outbound calls
• Assisted with technical support duties
• Managed customer accounts.
• Documented and reported all customers experience issues regarding the online portal access.

Mortgage Servicing Representative - US Bank Home Mortgage Services - Garfield Heights, OH

(2008-01 - 2011-07)

Assist Mortgage loan customers with accounting inquiries and issues. Thoroughly explained escrow shortages and overages. Extensive research on payment changes and corrections. Follow up customer service courtesy calls. Attend on job continuous training. Solve any and all disputes customers may have had to keep loan accounts current. Knowledge of FNMA, FHLMC, FHA and VA lending

• Managed customer accounts
• Greeted customers
• Resolved customer issues
• Worked in the inbound call center
• Collected and documented orders
• Responded to inquiries and issues
• Responsible for troubleshooting applications

20 Hour SAFE Mortgage License Course - Mortgage Loan Originations - Mortgage Educators and Compliance (2020-08 - 2020-09)

Associates of Applied Business - Management - Virginia Marti College (2012)