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Social Security Number:
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.
Senior Escrow Support Manager
Finiti Title LL/The First American Corporation /CitiCorp, Inc.
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
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.
Title Manager; Senior Team Leader for Title Production
Finiti Title LL
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
Senior Team Leader for Document Examiner/Disburser
Finiti Title LL/Chesapeake Appraisal and Settlement Services
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.
Closing Coordinator and Document Examiner
Finiti Title LL
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.
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
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
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
Microsoft Office Suite; Outlook, Excel and Word
ATM Title/Equity Document Production System
Title Express Document Processing System
Citi Mortgage Web Viewing System
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