Summary
Overview
Work History
Education
Skills
Timeline
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Olivia Davis

Spartanburg

Summary

Experienced Mortgage Servicing Specialist with 7+ years managing diverse loan portfolios and supporting customers through every stage of the loan lifecycle. Skilled at reviewing loan documents, ensuring compliance, and handling loan modifications with attention to detail. Comfortable using multiple servicing and onboarding platforms to deliver efficient, accurate service. Known as a collaborative team player who works closely with internal teams to solve problems, prevent fraud, and improve processes. Committed to providing clear communication and excellent customer support in fast-paced financial environments.

Overview

8
8
years of professional experience

Work History

Mortgage Servicing Portfolio Analyst II

Lima One Capital
12.2021 - Current
  • Managed a portfolio of 1,200+ mortgage accounts, including Fix & Flip, Bridge, Multifamily, and Rental loans, ensuring accurate loan servicing and investor compliance.
  • Collaborated with the escrow analysis team by reviewing reports and serving as the primary contact to clearly explain escrow shortages, deficiencies, and calculations to borrowers, ensuring full understanding.
  • Monitored construction loan progress, working closely with borrowers and sales representatives to ensure timely payoff or process loan modifications, including extensions, in accordance with loan agreements.
  • Reviewed and approved loan modification requests, verifying borrower eligibility, insurance coverage, and tax status to mitigate risk.
  • Led the Complaint Management Project using ClickUp, resolving 28+ cases and issuing customer care letters to improve borrower satisfaction and retention.
  • Conducted collection and negotiation calls to resolve delinquencies, successfully arranging payment plans and reducing default risk.
  • Managed high volumes of inbound/outbound calls and emails, including escalated borrower issues, maintaining professional communication and compliance with company policies.
  • Promoted to Specialist II in recognition of strong performance, client relationship management, and project leadership.

Loan Servicing Specialist

Shellpoint Mortgage Servicing
08.2018 - 12.2021
  • Managed high-volume servicing inboxes including payoff requests, VOMS, ACH setup, death certificate updates, and general inquiries, completing an average of 24 tasks per hour.
  • Submitted VOMS (Verification of Mortgage Status) forms for lenders during borrower refinancing, ensuring timely and accurate data delivery.
  • Set up and maintained ACH payment instructions in line with borrower authorizations and internal controls.
  • Processed borrower death notifications and coordinated updates across servicing systems and departments.
  • Redirected tax and insurance-related inquiries to appropriate teams to ensure timely resolution.
  • Assisted Customer Service during peak periods by handling 70–80 inbound calls daily, resolving borrower issues with professionalism.
  • Served as the designated team trainer for new Loan Specialists, helping onboard and mentor new hires to meet quality and productivity standards.

Retail Supervisor

Shoe Department Encore
10.2017 - 08.2018
  • Led a team of up to 7 employees per shift, keeping day-to-day operations on track and helping team members stay focused and productive.
  • Met or exceeded sales commission goals each pay period by actively engaging with customers and recommending products that met their needs.
  • Took responsibility for opening and closing the store, handling cash, preparing deposits, and making sure everything was secure and accurate.
  • Stepped in to resolve customer issues with patience and professionalism, ensuring a positive shopping experience.
  • Helped train and guide new employees, showing them how to use the register, assist customers, and follow store procedures.

Education

Bachelor of Science - Business Administration And Management

Lander University
Greenwood, SC
05.2018

Skills

  • Problem Solving
  • Root and Cause Analysis
  • Loan Modification
  • Leadership
  • Risk Assessment
  • Customer Onboarding
  • Quality Assurance & Compliance
  • Account Management
  • Cross-Functional Collaboration
  • Team Player
  • Proficient in Loan Servicing Tools

Timeline

Mortgage Servicing Portfolio Analyst II

Lima One Capital
12.2021 - Current

Loan Servicing Specialist

Shellpoint Mortgage Servicing
08.2018 - 12.2021

Retail Supervisor

Shoe Department Encore
10.2017 - 08.2018

Bachelor of Science - Business Administration And Management

Lander University

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Olivia Davis