Mickie Schafer was selected as Document Systems, Inc.'s ("DSI's") Employee of the Quarter for the first quarter of 2005. This is not the first time that Mickie has been recognized by DSI's executive management team for her superior performance. Previously, she has been designated Employee of the Month and Employee of the Quarter.

Mickie has been with DSI for 5½ years and serves as an Investor Support Relations Specialist. Her role requires that she interact with investors on a daily basis. For example, she works with investors to set up the loan program parameters and adds any special documentation that may be needed. When investors require changes to their programs or have questions, Mickie is usually one of their first contacts at DSI. "I always like to let investors know that I can help them out with their plan or a worksheet and answer any questions they may have," says Mickie.

A Typical Day at the Office

Mickie doesn't really have a typical day, because her daily work varies depending on the nature of customers' requests. For example, on the day Mickie was interviewed for this article, she updated all of DSI's generic interest only ("IO") programs. Mickie proudly remarked, "We have these available now. I created 33 new IO programs based on Fixed Rates, T-Bills and LIBORs."

Favorite Task

Mickie loves to create new programs and see what new parameters mortgage companies are establishing. She explained, "I like helping investors out with their questions, whether it's helping them figure out what a customer may have done or not have done on a worksheet. For example, I had one investor questioning a payment stream. When I called to explain the breakdown of the payment stream, the investor realized that their system was wrong."

"I like dealing with our investors and customers. When you have a good rapport with a customer [investor], they know they can rely on you for any help that they need. They know they can call you and you'll call them back within a timely manner. I love the feeling that an investor is confident that we can resolve any situation."

Mickie is a vital part of DSI's organization. The consistent recognition that DSI's executive management team has bestowed on her serves as proof that she provides consistent, quality service to investors and is a model employee.

Renee M. Smith is Assistant General Counsel of Document Systems, Inc. and a member of its Compliance Department.