Kaytie Smith Email & Phone Number

Managed several of Mortgage Builder's LOS software suite products/integrations (eSignature, eDocument Management, Closing Conduit, and others related to mortgage insurance, credit, and pricing).Job Description:Responsible for both product planning and product marketing. This includes managing the product throughout the product life-cycle, gathering and prioritizing product and customer requirements, defining the product vision, and working closely with engineering and QA to deliver successful products. This also includes ensuring that the product and marketing efforts support the company’s overall strategy and goals.Expectations/Responsibilities:Help define the product vision, strategy, and roadmapWork with external third parties to assess partnerships and licensing opportunitiesBe an expert with respect to the competitionDevelop the core positioning and messaging for the productPerform product demos to customersSet pricing to meet revenue and profitability goalsDevelop sales/implementation/training/support tools and collateralBrief and train the sales/implementation/support teamsAct as a leader within the companyAchievements:Successfully launched new eSignature vendor integration on timeSuccessfully launched beta integration phase with new document management platform ahead of schedule.Launched new document management platform on time live to two clients as part of a collaborative effort with multiple vendors.Created all implementation setup/training and support manuals as well as modules as related to product integrations under my responsibility.

Provided onsite training to all clients on Mortgage Builder's software suite for loan officers, disclosure/setup coordinators, processors, underwriters, closers/funders, post-closers, and secondary. Completed monthly webinar trainings that were posted to company website for downloading.Worked with Corporate Training Manager on internal onboarding for new hires and training knowledge run-throughs for current staff.Worked with technical writer to keep documentation current/updated as necessary.Updated and maintained the client facing Knowledge Base with relevant articles/topics/discussion boards. Accomplishments:Helped develop new external role-based training modules for clients more tailored to their specific roles and the associated functionality. Created the trainer documentation to coordinate with each module.eSign Subject Matter Expert-- Handled all eSign inquiries/updates/project planning/releases and customer communications. Involved with design of new eSign vendor within the LOS system.

Responsibilities:Implemented new/existing clients on Mortgage Builder's loan origination software suite..Managed all projects associated with getting software implemented for new/existing clients (installation, setup, training, go-live)Trained client admin and end users on Mortgage Builder's software suite and integrations via webinars and on sites.Accomplishments:eSign Subject Matter Expert--Handled all eSign implementations/inquiries/updates/project planning/releases and customer communications. Involved with decision to switch to a new eSign vendor for our clients to address their needs and improve quality.

Responsibilities:Handled client customer support issues via ticketing system and responded within SLA determined timeframe. Answered incoming customer support phone calls (including covering support hours for a late night and weekends). Trained all client admin and end users on the software suite and integrations (before implementation team was created).Accomplishments: Took over roll as eSign subject matter expert. Handled all eSign implementations/inquiries/updates/project planning/releases and customer communications.

Responsibilities:Managed operational functions including loss control, compliance, and customer retention and audit standardsSupervised, coached and developed Tellers, Senior Tellers and Lead Tellers regarding policies, procedures, products, systems and banking transactionsDrew upon a strong knowledge of branch operations, paying and receiving transactions, regulatory compliance, and bank policy & procedureLead and developed branch teller staff to meet customer's service needs and to foster an environment in which all employees can perform their best work in a team environment.Accomplishments:Consistently exceeded campaign goals as an Assistant Branch Manager.Continually coached my team to provide an excellent Customer Experience; evident by receiving Gold Q1 and Silver Q2 rankings nationally for Outstanding Customer ServiceMaintained Satisfactory audit ranking

Responsibilities:Directly worked with customers to build relationships, undercover and satisfy their needs through the sale of financial products and services. Spent a majority of my time on the sales floor, by greeting customers, directing them to the appropriate areas Ensured the audit/compliance procedures of the center are followed, while maintaining the highest level of customer service. Established the staffing schedule for the banking center and assisting with teller recruiting and performance management activities. Supervised and coached teams on the proper behaviors, sales techniques, service expectations and compliance guidelines, while modeling the same. Ensured completion of regulatory compliance and training specific to sales and service responsibilities for branch associates. Managed difficult situations with customers and providing clients with information, data and advice. Ensured daily implementation of Banking Center Manager’s directives.Handled cash transactions; maintaining a cash drawer and cash vault when necessary.Accomplishments:Exceeded loan goals by double in 2003 through 2006 as a banker.Tripled annuity goals within first month as a Licensed Banker in 2006.Excellent customer service skills; consistently ranked in the top twenty percent.Coached/Motivated the Martin/Harper banking center to achieve the Divisional Award of Excellence in 2007.Consistently exceeded quarter and annual goals as Assistant Manager.The only Assistant Manager nominated for the Gold Standard Coaching Award for the Metro-Detroit Market in 2009.

Masters In Management (M.M.), Management

Bachelor Of Arts (B.A.), Political Science And Government