Transaction Manager Customer Service

KATRINA D. HARLAN

Houston, Texas ● 678-***-**** ● *******@*****.***

Transaction Management

Service minded Senior Transaction Leader with demonstrated success in real estate and banking, operations, regulatory compliance, credit operations and documentation. Skilled in ACH related transactions, operations, and administration serving a variety of related service transaction matters. Skilled in handling efficient supervision, administration of complex real estate transactions, file compliance, scheduling of meetings, problem resolution, market research, documentation, and office administration. Strong communication and organization skills.

KEY SKILLS

Financial Services ● Supervision ● Customer Service ● Organization & Administrative ● Relationship Management ● Compliance Management ● Marketing Document Preparation ● Staff Training ● Problem Solving ● ACH Set up ● Wire Set up ● RDC Set up ACH & Wire Increase ● Cancel Services

ZILLOW GROUP, Atlanta, GA

Supervisor, Transaction Associate (07/2021 to 12/2022)

Assisted with the Notary and signing on all purchase and resale transactions for all the West Coast, Southeast, and Central states. Assisted Transaction Associates (stateside/global) and Leaders to resolve issues daily.

Performed unlicensed activities and coordinated various teams in service of compliantly driving the transaction to 100% successful completion

Communicated effectively with Transaction Managers, Transaction Associates (stateside/global), title/escrow, treasury, renovations, and centralized operations team to facilitate smooth transactions, including updating systems in real time

Supervised 10 team members who served as Notary Specialist for various types of transactions, and created a working system for the process and accuracy for completion of the closing process daily workflow 200 to 250 closing packages per day

Reviewed documents and personal identifying paperwork or government-issued IDs for each person

Prepared all legal documentation partaking to the transaction as Authorized signor and Notary for all closing packages for recorder of deeds

Proactively identify areas of opportunity for process improvements and effectively collaborate to gain alignment and approval, then implement

Transaction Manager (06/2019 to 07/2021)

Reviewed final real estate transactions and accurately reconciled funds. Juggled multiple projects and task to ensure high quality and timely delivery. Wire activities include reviewing and processing of Inbound and Outbound wire transfers, including validating the authenticity of wire requests received from clients through various channels within strict time frames. Accuracy and attention to details are critical to this position.

Worked closely with all involved parties to ensure a smooth transaction, develop solutions for any issue and meet deadlines.

Worked with Agents and/or customers to ensure all homes are ready to be listed for showings and to be conveyed to new home buyers

Coordinated closings with the title company and lender to ensure collection of all appropriate documentation to complete closing in a timely manner as well as record closings in various tracking systems 25-35 closing per week

Ensured contract documents meet compliance requirements and manage contracts and amendments

Online banking enrollments and new account alerts

Check Emails – Respond to emails and act upon email requests, Treasury Management email box – Transaction Monitoring, ACH Warehouse.

Check for all Hub Tickets that need to be assigned and assign tickets throughout the day

Add and Delete account request along with phone number requests, clean-up projects for Merger of Equals Conversion as assigned

Regularly updated and maintain communication with all involved parties in the transactions, including title officers and/or loan officers to ensure a smooth closing

Monitored and validated disbursement and receipt of earnest funds

SUNTRUST BANK, Atlanta, GA

Closing Supervisor (12/2012 to 04/2019)

Responsible for hiring, training and leading closing department staff, overseeing day-to-day closing operations of the closing department, and ensuring the accuracy and compliance of post- closing mortgage files in accordance with investor lending guidelines and state and federal regulations.

Managed team consisting of 4-6 residential construction perm mortgage closers

Responsible for managing all personnel and functions of the Closing Department including but not limited to the following areas: closing disclosure review team, trailing docs, MERS, Prior to purchase underwriting and funding conditions, as well as post-closing file maintenance, packaging, and shipping.

Set and manage to production and quality expectations.

Communicated and interacted with the other managers, motivate and lead team to success using recognition, team building activities and positive reinforcement.

Knowledgeable of the TILA/RESPA Integrated Disclosure rule, also known as TRID

TECHNICAL SKILLS

MS Office Suite ● Sales Force ● Dotloop ● Excel ● PowerPoint ● Empower

EDUCATION & CERTIFICATIONS

Associates of Arts in Business, (1987) Harold Washington College, Chicago, Illinois,

Certification for Computer Technology, (1988) Murdock Institute, Chicago, Illinois,

Transaction Manager (2019 to 2021)

Reviewed final real estate transactions and accurately reconciled funds. Juggled multiple projects and task to ensure high quality and timely delivery.

Worked closely with all involved parties to ensure a smooth transaction, develop solutions for any issue and meet deadlines.

Regularly updated and maintain communication with all involved parties in the transactions, including title officers and/or loan officers to ensure a smooth closing

Monitored and validated disbursement and receipt of earnest funds

Ensure we have all documentation needed for a listing

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