Phillip Gilbert8436 Angwin Pl. Charlotte, NC 28262 704-900-9461704-427-2101 Phillip.P.Gilbert@WellsFargo.com

SUMMARY

Accomplished Loan Servicing Specialist IV with extensive depth of knowledge and experience within the mortgage servicing industry, committed to increasing customer satisfaction and financial success through professionalism and high ethical standards. With over 5 years’ experience in risk and compliance to industry standards.

Income Analysis Accurate Account Research Credit Analysis Internal Peer Auditing Risk Assessment & Evaluation

Flexible and Adaptable to a Changing Industry

Strong Interpersonal Skills Fraud Detection High Attention to Detail Strong Multi-tasking abilities

Excellent Verbal & Written Communication Skills

Establishing Rapport with Customers

PROFESSIONAL EXPERIENCE

Wells Fargo Home Mortgage, Charlotte, NC

2010-Present

An industry leader in supporting homeowners and consumers, focused on helping our customers succeed financially.

Loan Servicing Specialist IV (SME) 2014-PresentHome Preservation Specialist II 2013-2014Home Preservation Specialist I 2011-2013Collector 2010-2011

Process mortgage securities in multiple investor groups. Servicing loans in all stages of delinquency while maintaining credit policy and investor guidelines.

Nominated by our management team to be the subject matter expert for my direct team and to provide ancillary support for other teams.

Strong customer service skills that aided in quickly developing customer relationships.

Calculated, consistent, and accurate mortgage servicing in Loan Modification Settlement to FHA, VA and USDA lending guidelines.

Consistently follow investor guidelines across multiple investors, FHA, VA, and USDA loans in order to comply with regulatory and industry guidelines by closely examining and preparing homeowners mortgage documents.

Strong attention to detail with excellent written and verbal communication skills, especially in high volume situations.

Analyze a customer’s financial situation, accurately process documentation, and provide insight into the loss mitigation options in order to resolve their delinquency.

Phillip Gilbert PAGE TWO

Wells Fargo Home Mortgage (Continued)

Contacting customers to gather necessary documents and information.

Manage daily and weekly fail rates by creating trending reports resulting in increases in quality as well as production.

Demonstrates leadership within team by working on specific daily tasks in addition to unforeseen projects.

Manage a specific pipeline of up to 40 mortgages to assist customers while also meeting and exceeding expectations and maintaining service level agreements.

Assisted and coached team members through the loan modification document preparation process to ensure accuracy and maximize efficiencies.

Park, INC.,Charlotte, NC

2007-2011

Park Inc. is a premier valet and parking services company committed to providing excellent customer experience for clients and their customers.

Shift Supervisor 2009-2011Valet 2007-2009

Managed up to 25 employees at multiple locations in the Charlotte area on a daily basis

Facilitated parking arrangements for differing clients in a fast past environment

Communicated service level agreements with businesses we were contracted to represent.

Collected payment from clients of Park Inc.

Directly assisted customers with needs and special circumstances as they arose.

ACHIEVEMENTS

SMA Top Quality Award, Wells Fargo Volunteer, 1st Quarter Top Producer for 2015

EDUCATION

Associate of Arts, Central Piedmont Community College, Charlotte, NC

PROFESSIONAL AFFILIATIONS

My Generation Team Member Network

COMPUTER SKILLS

Microsoft Office Adobe Acrobat Early Resolution (ERLMF) LPS Desktop/Reflections

Black Knight Aacer/Pacer

Internet Explorer CREDCO CAIVRS

SharePoint ICMP LM Workout

SLoad HUDPC Tool