Taneisha Powers

Mortgage servicing leader with 10+ years of experience in customer resolution, correspondence management, regulatory compliance, and team leadership. Proven ability to manage high-volume pipelines, oversee written borrower responses, and ensure resolutions meet CFPB, RESPA, and internal SLA requirements. Strong communicator skilled in documentation quality, root-cause analysis, and driving operational excellence.

Recognized for motivating teams, resolving escalations, and delivering accurate, compliant, and customer-focused outcomes.

Supervisor – Customer Service & Loan Servicing - Shellpoint Mortgage Servicing - Greenville, SC

(2024-05)

• Lead a team responsible for resolving borrower inquiries and escalations, ensuring all responses are accurate, compliant, and documented clearly.
• Review and approve written resolutions to ensure alignment with RESPA, CFPB timelines, and internal communication standards.
• Manage daily pipeline of customer issues, ensuring all items are logged, tracked, and completed within SLA.
• Conduct coaching, performance reviews, and monthly goal-setting to drive quality and productivity.
• Identify emerging risks through customer communications and escalate trends to leadership.
• Partner with compliance, quality, and operations to implement corrective actions and process improvements.

Performing Loan Team Lead - Shellpoint Mortgage Servicing - Greenville, SC

(2023-05 - 2024-05)

• Supported supervisor in managing team performance, documentation accuracy, and daily operational workflow.
• Conducted research on borrower accounts and prepared clear, detailed summaries for escalations and written responses.
• Ensured all resolutions met internal standards and regulatory requirements.
• Monitored productivity, tracked SLAs, and assisted with quality reviews.
• Coordinated with cross-functional teams to resolve complex borrower issues and prevent repeat inquiries.

Performing Loan Collections Specialist - Shellpoint Mortgage Servicing - Greenville, SC

(2020-03 - 2023-05)

• Managed delinquent mortgage accounts, negotiated repayment plans, and ensured compliance with investor and regulatory guidelines.
• Documented all borrower interactions with clarity and accuracy to support audits and compliance reviews.
• Identified servicing errors, escalated issues, and contributed to corrective action processes.
• Delivered high-quality customer service while resolving sensitive borrower concerns.

Inbound Customer Service Representative - Charter Communications - Simpsonville, SC

(2012-05 - 2020-02)

• Resolved complex customer issues using strong communication and problem-solving skills.
• Utilized multiple systems to process requests and document interactions accurately.
• Consistently met quality, accuracy, and customer satisfaction metrics.

High School Diploma - James F. Byrnes High School (2008-05) Duncan, SC