Customer Service Manager

Kari Mallock

**** ********* ** **** * #**** Jacksonville, FL 32256 ***********@*****.*** 904-***-****

Mortgage Operations

Dedicated and detail-oriented Mortgage Professional with extensive experience. Highly skilled in training, coaching, and managing effective teams. Manage every aspect of complex loan transactions. Excellent interpersonal communication skills.

Skills

Loan Processing

Training & Development

Pipeline Management

Conventional, FHA, and VA Loans

Staff Supervision

Customer Service

Operations Management

MS Office

Conflict Resolution

Experience Summary

PNC BANK, SEPTEMBER 2012 – NOVEMBER 2018

Mortgage Operations Manager, SVP

Oversee day to day operations of Mortgage Department. Provide coaching and training for Mortgage personnel. Collaborate with partners in processing, underwriting, and sales. Assisted with preparation of closing documents to forward to ccustomers and title companies.

Reviewed daily reports for quality assurance to reduce risk

Liaise with clients regarding application status. Operate as TRID Ambassador.

Key Achievements:

Selected for leadership program during first year of employment.

Increased productivity by implementing a more efficient tax transcript request policy.

Collaborated with associates in other depts on special projects and efficiency practices.

PHH MORTGAGE, JUNE 2003 – JUNE 2012

Loan Processor

Oversaw every aspect of mortgage process, managing 30−125+ loans in various stages of processing. Routinely liaised with customers, loan officers, underwriters, real estate agents and title companies. Compiled and packaged loan documentation for submission to Underwriter.

Key Achievements:

Won President’s Club award, consistently recognized as top performer.

Participated in mentorship program.

Received positive accolades from clients and associates on a weekly basis.

Education

High School Diploma Received, Campobello Island Consolidated School, Campobello Island, NB, Canada

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