Nicole Searcy Reid
Douglasville
Summary
Detail-oriented Senior Loan Servicing Specialist with expertise in file reconciliation, escrow analysis, and payment adjustments. Demonstrated ability to identify trends, recommend process improvements, and ensure compliance across complex loan servicing activities while maintaining high customer satisfaction.
Overview
16
16
years of professional experience
Work History
Loan Servicing Specialist III
Highlands Residential Mortgage, Ltd.
Remote
06.2024 - 06.2026
- Lead complex loan servicing activities, including loan boarding, escrow setup, and full document verification.
- Review and reconcile boarding files to ensure completeness and compliance prior to servicing transfer.
- Coordinated with multiple sub-servicers to resolve servicing discrepancies, ensuring accurate loan setup and preventing future issues.
- Process escrow analyses, identify shortages/overages, and support accurate payment adjustments.
- Researched and resolved misapplied payments and escrow refunds, enhancing accuracy of financial transactions.
- Communicate with title companies, insurance agents, lenders, and borrowers to resolve time-sensitive issues.
- Identified trends in missing documentation and recommended updates to boarding checklists, reducing future exceptions and improving compliance.
Payment Billing Specialist / Loan Servicing Specialist
LOWER LLC
Remote
03.2020 - 05.2024
- Processed mortgage payments, monitored suspense accounts, and posted borrower payments accurately and in a timely manner.
- Managed escrow disbursements, interest payments, and daily account reconciliations to ensure financial accuracy and compliance.
- Resolved payment processing discrepancies through collaboration with customers, financial institutions, vendors, and internal partners.
- Processed daily mortgage payoffs via wire transfers and checks while maintaining detailed Excel tracking spreadsheets.
- Audited customer accounts for payment accuracy and compliance, facilitating timely delinquency resolution.
- Analyzed and responded to standard and ad hoc reports to support operational decision-making and enhance workflow efficiency.
- Prioritized daily workloads to meet production goals while maintaining accuracy in account balancing and reconciliation.
- Demonstrated strong analytical, problem-solving, and organizational skills in a high-volume mortgage servicing environment.
- Utilized advanced Microsoft Excel functions, including PivotTables, formulas, and data analysis, to track, reconcile, and report financial information.
- Worked within mortgage servicing systems to support payment processing, loan servicing operations, and customer account maintenance, including experience with Mortgage Electronic Registration Systems (MERS).
Customer Service Supervisor
Homebridge
Kennesaw
03.2015 - 12.2019
- Supervised and coached team of customer service representatives, enhancing service quality and ensuring adherence to company policies.
- Monitored team performance through quality assurance reviews, productivity metrics, and customer satisfaction results.
- Resolved complex customer inquiries and escalated issues while maintaining a high level of professionalism and customer satisfaction.
- Trained, mentored, and onboarded new employees, providing ongoing coaching to improve performance and service quality.
- Assisted with scheduling, workflow management, and daily operations to ensure departmental goals and service level agreements were met.
- Collaborated with cross-functional teams to resolve customer concerns and improve operational efficiency.
- Conducted performance evaluations and provided constructive feedback, fostering a culture of recognition and continuous improvement.
- Maintained accurate customer records and generated reports using Microsoft Excel and internal systems to support data-driven decision-making.
Mortgage Closer Assistant
FIRST OPTION MORTGAGE
Atlanta
11.2010 - 02.2015
- Prepared and reviewed mortgage closing packages, ensuring accuracy and compliance with lender, investor, and government requirements.
- Coordinated loan closings by scheduling appointments, communicating with borrowers, and supporting the closing process from approval through funding.
- Reviewed and validated closing documents, title commitments, surveys, inspections, insurance requirements, and property tax information to ensure compliance and accuracy.
- Identified and resolved loan documentation discrepancies, minimizing closing delays and mitigating financial risk.
- Reconciled HUD-1 Settlement Statements and Closing Disclosures to verify loan fees, figures, and funding requirements.
- Audited loan files for accuracy, completeness, and regulatory compliance to support quality control processes.
- Collaborated with loan officers, processors, underwriters, title companies, and settlement agents to ensure smooth loan closings.
- Maintained accurate loan records and provided timely updates throughout the mortgage origination process.
Education
Bachelor of Science - Education
Dillard University
New Orleans, LASkills
- Loan Servicing Systems
- Loan Boarding
- Loan Portfolio Review
- FHA Loan Management
- Investor Compliance
- Sub-Servicer Coordination
- Payment Adjustments
- File Reconciliation
- Disbursement Requests
- Insurance Claims Processing
- Insurance Compliance
- Quality Control
- Exception Resolution
Timeline
Loan Servicing Specialist III
Highlands Residential Mortgage, Ltd.
06.2024 - 06.2026
Payment Billing Specialist / Loan Servicing Specialist
LOWER LLC
03.2020 - 05.2024
Customer Service Supervisor
Homebridge
03.2015 - 12.2019
Mortgage Closer Assistant
FIRST OPTION MORTGAGE
11.2010 - 02.2015
Bachelor of Science - Education
Dillard University