1. Phillip Gilbert
8436 Angwin Pl. Charlotte, NC 28262 704-900-9461
704-427-2101 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-Present
Home Preservation Specialist II 2013-2014
Home Preservation Specialist I 2011-2013
Collector 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.

2.  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 2009-2011
Valet 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

3.  Internet Explorer
 CREDCO
 CAIVRS
 SLoad
 SharePoint
 ICMP
 LM Workout
 HUDPC Tool