Lexington, SC ***** 803-***-**** ad2m75@r.postjobfree.com

RUTHENIA MACK

MACK-SMITH, RUTHENIA C

SKILLS & ABILITIES Experience with training, coaching, managing and creatively motivating and mentoring employees to exceed growth and customer service goals. Budgeting and fiscal control. Knowledgeable and experienced in using various financial, market and analysis reports to determine the best solution for organization. Superior customer service and coaching skills. Solid problem-solving skills Ability to handle information professionally and confidentially. Experienced in writing and delivering annual performance reviews through the MPP system and strong knowledge of the focal review process. Effective writing and verbal communications, including strong interpersonal skills with all levels of branch staffing. Knowledgeable Compliance Manager with documented success in developing policies, leading training programs and managing reporting to achieve compliance. Methodical with exceptional presentation and communication skills. Strong background working with federal and state regulations.

PROFESSIONAL

SUMMARY

SKILLS ● Internal Audits

● Regulatory Standards

Documentation

Compliance

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● Conducting Investigations

● Compliance Auditing

● Analytical Thinking

● Strategic Goals

● Staff Training

Regulatory Compliance

Oversight

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● Procedure Auditing

Internal Investigation

Management

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MORTGAGE LOAN PROCESSOR 06/2021 to Current

First Community Bank, Lexington, SC

WORK HISTORY

● Prepared file for final clear-to-close by branch management.

● Maintained accurate records of loan processing activities and documents in CRM system. Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.

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Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.

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● Communicated with originator and applicant concerning progress of loan file.

● Analyzed borrower credit reports and income statements to verify accuracy.

● Set up and completed loan submission packages.

● Coordinated closing process with attorneys, title companies, and government clerks. Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.

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Verified credit histories, personal references and employment backgrounds for each applicant.

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Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.

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COMPLIANCE MANAGER 03/2021 to 06/2021

PNC BANK, Columbia, SC

PERSONAL BANKER 03/2014 to 03/2021

Wells Fargo, Dallas, TX

PERSONAL BANKER 01/2014 to 01/2020

● Consulted with outside vendors to identify and resolve loan closing issues.

● Affirmed loan document accuracy to protect lenders from potential fraud. Assisted in managing employees, supported them in completing assigned tasks, and ensured quality and security controls were adhered to

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Developed and coached peers around product knowledge & identifying specific financial needs, teaching them tools to make the process easier

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Fostered strong relationships with affluent customers & assisted in growing their financial portfolio via Private Bank Partners

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● Took ownership of issues and follow up, ensuring resolution in a timely manner

● Keep staff informed of pertinent changes in operational policy and procedures

● Preformed surprise audits for all cash vaults and teller staff Provided excellent customer service relationships, cash handling and reconciliation of accounts, approved and implemented time management

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Managed full life cycle of assigned audits in alignment with departmental procedures, delivering progress as well as closing reports to senior management and clients.

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Verified consistency in quality planning, quality control, quality insurance and quality improvement.

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Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.

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Formulated detailed recommendations based on audit findings to support annual planning and definition of goals.

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Developed and delivered training programs to inform new and current employees about compliance issues.

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Played instrumental role in company-wide risk assessment efforts, supporting enhancements in business processes and controls.

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● Managed compliance efforts, reporting and audits. Evaluated customer complaints, processes and all other aspects of operations to assess compliance.

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● Facilitated monthly meetings to adhere to branch security and safety issues

● Preformed teller and banker reviews and performance goals

● Handled performance evaluations and promotion reviews Coached and mentored Management staff on performance actions of tellers and bankers; working alongside of them to devise a plan for success.

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Managed risks with the affluent & small business clients while adhering to policies, procedures & controls to ensure compliance with applicable laws, rules & regulations

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● Effective organizational, multi-tasking, and prioritizing skills

● Solid problem-solving skills

● Ability to handle information professionally and confidentially

● Excellent verbal, written, and interpersonal communication skills

● 2+ year of call center experience

Knowledge and understanding of sales and service processes and procedures; as well as use of Virtual Library, Jabber and Universal Softphones

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● High Volume Call Center Experience w/Escalations. Wells Fargo

LOGISTICAL MANAGER 01/2006 to 01/2019

BEAVEX INCORPORATED LEXINGTON

FINANCIAL AID COUNSELOR 01/2012 to 01/2013

BENEDICT COLLEGE COLUMBIA

ASSISTANT BANKING CENTER MANAGER 01/2002 to 01/2006 Bank of America Columbia

● Strong experience in resolving and working through escalated and complex customer issues Demonstrated experience and proven ability to recognize service opportunities while providing exceptional customer satisfaction to retain and grow our customer banking relationship

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Helping my clients and customers become financially successful, by meeting and exceeding their financial goals, while meeting monthly and quarterly sales goals

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● Revitalized underperforming team members by coaching and mentoring performance

● Foster team spirit and championships to generate outstanding results

● Continuously managing all team members and effectively coaching Experience recognizing service opportunities and providing exceptional customer satisfaction

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Ability to provide exceptional customer satisfaction to retain and deepen customer banking relationships

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Managed large logistical staff of 30, including coaching, payroll, scheduling, and mentoring and Development

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● Acted as a Liaison between Financial Institutions and Beavex Inc Monitored the cost, quality, and efficiency of both movement and storage of stocked computer and pharmaceutical supplies

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● Negotiated costs with suppliers and third-party vendors Researched and purchased cost effective supplies to better equip my team with to ensure we had the latest technical tools

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Maintained the integrity of the relationship between myself and 27 other vendors that were contracted.

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Counseled and advised students about financial aid eligibility, application procedures, aid programs, costs, indebtedness, money and management and financial planning; individualizes information to the particular needs and situation of the student

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Collected and/or analyzed financial data on student aid eligibility and assist in determining awards within federal, state and/or institutional guidelines

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Assisted in the preparation of and presented information regarding federal financial aid, scholarships, employment and grants for various campus groups, high school students and parents at meetings, group discussions, workshops, and recruitment sessions

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● Assisted with other financial and activities such as outreach, reporting and monitoring. Maintained sufficient cash vault reserves to meet client demand for large commercial banking facility

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Managed and developed relationships with Bank of America partners to maximize sales opportunities and exceeded sales standards

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● Facilitated staff meetings to implement creative selling skills and improve customer service Managed customer relationships, profiled customers to determine their needs, cross-sold appropriate products, and services and/or referred customer to partners

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● Mentored and coached a medium banking center teller line supporting a more complex market with a large loan and deposit base

Responsible for compiling various sales reports and analysis, including profitability analysis, sales forecasting, financial reporting, and strategic planning

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Ability to motivate and provide performance feedback, in a fast-paced and ever- changing environment

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● Experience resolving and working through escalated and complex customer issues Experience recognizing service opportunities and providing exceptional customer satisfaction

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Ability to provide exceptional customer satisfaction to retain and deepen customer banking relationships.

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BENEDICT COLLEGE, Columbia, SC

Bachelor of Science, Economics, Finance, 05/2013

EDUCATION

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