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Yyyyyy x. yyyyyy                                                       

Social Security Number:

Citizenship:

Veteran s Preference#

 

Vacancy Announcement:

Job Title:

 

 

 

CORE COMPETENCIES

 

Administration, Loan Operations, Escrow Support, Document Management, Customer Service Support, Account Troubleshooting, Strategic Analysis, Team Leadership, Title Production, Document Examination, Disbursement, Information Management Systems, Database Administration, Data Generation, Funds Allocation, Vendor Relations, Contract Management, Quality Control, Personnel Management, Policy/Procedure Development, Organizational Structuring, Regulatory/ Procedural Compliance, Human Resource Management, Staffing, Training, Strategic Business Planning, Communications, Public Relations.

 

PROFESSIONAL EXPERIENCE

 

2/2008-Present

Senior Escrow Support Manager

Finiti Title LL/The First American Corporation /CitiCorp, Inc.

Columbia, MD

Sharp business acumen and experience in managing broad scope of operations, from reviewing "open escrow" order documents for accuracy and determining preliminary title/property reports to preparing estimated settlement statements/escrow instructions and ensuring title documents are in order. Responsible for the verification of amount of funds needed for borrower's close, completion of escrow file final review and enter "escrow okay to fund" date upon completion. Efficiently set up file for recording with designated title company, balance out escrow file with final settlement figures, forward final HUD to appropriate parties, and prepare final disbursements to borrower. Consistently ensured delivery of quality customer service on all escrow related inquiries vital to sustaining and growing client accounts. Effectively hired, trained and directed 6-member staff of closing document examiners and disbursers. Actively collaborated in Human Resource operation functions such as new employee training, evaluating performance and providing guidance/mentoring. Facilitate productive communication with Vendors, Citigroup Smart Solution Centers, CitiFinancial branches, Title Agency Department/Legal Team and borrowers to address escalated account issues.

 

 

 

 

 

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Pamela Gillespie                                                               Page 2 of 4

 

2/2008-Present

Senior Escrow Support Manager, Continued

Consistently generated groundbreaking efficiencies and continuous process improvement to boost bottom-line profitability. Proficiently maintain high levels of quote accuracy and on-time disbursement; 98% or higher. Actively reduce outstanding issues for CMI to below 5% in 2003-2004. Hand-selected to serve on the Voice of the Customer committee. Efficiently review rejects and resolutions for compliance of all state law requirements and underwriting guidelines. Provide supporting documentation toward the resolution of client issues interfering in the closing of a loan. Ensure client funds are dispersed daily within the required timeframe, while maintaining an accurate records for review by Accounting Department. Analyze performance of strategic initiatives of Closing Department and Citigroup branches, reporting on all analysis and recommending appropriate resolution and corrective action plans for specific branches. Consistently track business initiatives against established objectives to determine success and failure rates on behalf of company.

 

2/2007-2/2008

Title Manager; Senior Team Leader for Title Production

Finiti Title LL

Columbia, MD

Consistently provided operational supervision for the entire 8-member title production team, ensuring that production and error goals are met. Served as a backup for Division Manager, collaborating on all necessary duties in support of overall company objectives. Responsible for hiring, developing and training personnel, while scheduling assignments to ensure employee development. Track employee time cards, log vacation times and maintain employee work history. Actively updated individual employee performance reports, conducted monthly personnel meetings and administered yearly reviews. Implemented required training has been completed as necessary. Enforced company guidelines and ensure changes are clearly communicated to employees, co-workers and clients. Addressed client and employee questions regarding abstractor and Property reports. Collaborate with Attorney and Approving Managers on escalated issues regarding abstractor and property reports. Clearly communicated performance results, guideline updates and procedural changes to outsource partners. Frequently monitored Auto Approving Reject IS queue and escalation queue in skipjack, ensuring Finiti s turn times are met. Ensured that IS orders are accurately approved within the required time frame. Expedited rush requests and ensured that rejected orders reviewed and completed within optimal time frame. Effectively managed IS revision request processes through the Revision Correction worksheet, ensured accurate and efficiently order completion and delivery to clients. Consistently logged all revision requests on the Monthly Production and error ratio report for Finiti and eServe.

 

 

 

 

 

 

 

 

 

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Pamela Gillespie                                                               Page 3 of 4

 

1/2003-1/2007

Senior Team Leader for Document Examiner/Disburser

Finiti Title LL/Chesapeake Appraisal and Settlement Services

Columbia, MD

Responsible for supervising and directing staff of nine Closing Coordinators, Closing Quoter's, Document Examiners, and Closing Disbursers. Oversaw the training of both new and current employees. Effectively maintained agent schedules and logs, reviewed rejects and resolutions for compliance of all state law requirements and underwriting guidelines. Actively provided supporting documentation to resolve client issues that will potentially interfere in loan closing. Consistently ensured that clients funds were dispersed daily within the required timeframe. Responsible for reviewing check logs and maintaining accurate records for review by Accounting Department. Facilitated productive communication with Vendors, Citigroup Smart Solution Centers, CitiFinancial branches, Title Agency Department/Legal Team and Borrowers to address problematic issues. Efficiently analyzed performance of strategic initiatives of Closing Department and Citigroup branches, reporting on all analysis and recommending appropriate resolution and corrective action plans for specific branches. Tracked business initiatives against established objectives to determine success and failure rates. Responsible for ensuring quality control over all documents examined, workflow processes and internal/external communication.

 

1/1996-1/2003

Closing Coordinator and Document Examiner

Finiti Title LL

Columbia, MD

Successfully verified and updated information in loan processing system, while coordinating loan closings with borrowers and closing attorneys for 25 states. Proficiently analyzed/distributed files, prepared/forwarded documents to settlement agents and confirmed receipt of outstanding conditions required to fund loans. Responsible for all document management operations, ensuring readiness for disbursement and recording. Investigated title issues causing the rejection of a recording of a mortgage. 

Reviewed all signed loan documents for accuracy, including Notary information, POA, Subordinations, Quit Claim Deeds, Warranty Deeds. Remained in contact with both borrower and settlement company regarding incompliance with documentation that impacted borrowers proceeding. Maintained special monthly reports on behalf of management, reflecting total delays, percentage of overall signed loans, notary, and title errors.

 

Month/1985-Month/1987

Reservist: Non-Commission Officer

United States Navy

Actively served as storekeeper, responsible for ordering supplies, purchasing, inventory control and stocking.

 

 

 

 

 

 

 

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Pamela Gillespie                                                               Page 4 of 4

 

 

TRAINING and PROFESSIONAL DEVELOPMENT

 

PeopleSoft Manager Self-Services, 9/2003

Skipjack Closing Manager, 10/2004 

Leadership Building Blocks, 2/2005

GTMS Management Profile and Development, 3/2005

MAGIC of Customer Relations, 6/2005

Coaching for Success, 9/2005

Leading People, 9/2005

Successful Business Writing, 11/2005 

Interviewing and Hiring Lawfully, 1/2006

Preventing Workplace Harassment- Supervisors Edition, 2/2006 

RESPA Course 1 C The Law and Prohibited Practices, 11/2006

FLSA Compliance Training for Managers and Supervisors, 1/2007      

Mortgage Fraud Prevention, 9/2007

 

CERTIFICATIONS/CREDENTIALS

 

Notary for the State of Maryland, 1996-2009

American Land Title Association (ALTA Land Principles I) Certification, 2003

American Land Title Association (ALTA Principles II) Certification, 2006

 

AWARDS

 

Chesapeake Appraisal & Settlement All Star Award, 12/2005

Chesapeake Appraisal & Settlement Employee of the Month, 11/2003

Chesapeake Appraisal & Settlement Clean Slate Award for Zero Absenteeism, 2001-2003

Chesapeake Appraisal & Settlement On Time Performance for the Week, 2/15-19/1999

Chesapeake Appraisal & Settlement Numerous World of Thanks Awards for Customer Service

 

TECHNICAL SKILLS

 

Microsoft Office Suite; Outlook, Excel and Word

ATM Title/Equity Document Production System

Title Express Document Processing System

Citi Mortgage Web Viewing System

Cassmain

Skipjack Order

 

 

 

 

 

 

 

 

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