Shellie Burton is the vice president of escrow at Mr. Cooper. Burton grew up in the school of mortgage and is now paving a path for others to keep the dream of homeownership alive. Burton leads her team to provide best-in-class customer service, working hand-in-hand to resolve issues. Above all, her greatest passion is to be a leader.
Burton oversees a team of nearly 100 people, and she is responsible for ensuring the accurate and timely delivery of all escrow services, including insurance and tax payments. Each day she leads her teams to work through issues that arise both internally and externally. She partners with the customer service team and multiple vendors that Mr. Cooper uses to service accounts. Burton ensures that all parties have the most up-to-date information and knowledge so that they can work to avoid miscommunication, resolve problems and have the right messaging in the market for customers. Over the last year, Burton led her team to successfully reduce complaints in the escrow department by 20% and has reduced the overall inbound calls regarding issues with escrow by 10%. She increased her department’s ‘Great Place To Work’ score by five percentage points year over year and 92% of the team members she manages agree that Mr. Cooper is a great place to work.
What is one thing you would tell a younger version of yourself?
Stop doubting myself at every turn. Having not gone to college, I spent a lot of time in my professional life concerned if I was qualified for my job. Now, I’m a vice president at the country’s third-largest mortgage servicer. Too much imposter syndrome strips down confidence and actually leads to more mistakes.
Vice President of Escrow