Kathleen K. Email and Phone Number

Administration of all account quality assurance programs inclusive of specialized Financial Institution needs.Develope and monitored reports on operational performance metrics, remediate performance gaps that impact the business goals.Implemented programs to improve efficiencies and performance of overall inbound and outbound teams through improved training and implementing of advanced technologies.Develope training methods and materials to be used internally to improve team skills, retention, and for support of programs offered by the company.Assess skill sets of team and coverage requirements.Deliver company wide presentations on the FI Support team and internal processes.Focus daily on production, service quality and SLA turnaround.Prepare & execute client monthly business reviews and scorecards.Built partnerships with product management, support, and technology teams, as well as, sales, finance and operations departments to streamline processes.Managed total department call volume of 400-450 per day.Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.Responded to customer requests with friendly, knowledgeable service and support.Built, supervised and mentored 4 teams and 7 leaders in receiving and inbound operations.

Explained the entire mortgage loan process, including payment terms to the borrower.Mentored other mortgage brokers in methods that could help them land new clientele.Established strong relationships with borrowers, which helped to forge new business opportunities.Collaborated with different lenders to find the best possible deal for home buyers. Collaborated with and facilitated communications between borrowers and lenders to obtain ideal loans for home purchases.Presented, explained and processed home loan documents to borrowers.Evaluated borrower financial information, including pay stubs and credit history to determine loan possibility.

Interviewed clients regarding loan needs and financial histories, and conveyed information regarding the application processes.Processed loans with various departments to ensure timely, accurate and fair proceedings. Collaborated with stakeholders to manage loan files and databases and prepare general correspondence. Set up and completed loan submission package.Upheld complete confidentiality of all submitted information according to release guidelines.Checked packages for appropriate documentation. Reviewed financial statements and contacted institutions and customers to clarify details.Prepared documents for underwriting by verifying client income, credit reports and other information. Provided quick turnaround times to maintain a fast-past schedule.