Customer Service Loan Processor

Columbus, OH ***** * 614-***-**** *****.*********@*****.***

WORK EXPERIENCE

Navy Federal Credit Union Loan Processor II 10/2024-Present

• Offered Navy federal members bank excellent customer service while exceeding metrics including pipeline management, cycle time, call monitoring, customer satisfaction surveys and call compliance

• Managed daily pipeline up to 25 loans

• Maintained correspondence with members to ensure timely closing

• Ordered and reviewed title work, appraisals and credit report Hertz Corporate Account Manager 2/2023- 10/2024

• Managed 43 high profile corporate accounts with an annual spend of $6.9 million, ensuring exceptional service and client satisfaction

• Generated $400,000 in new business annually

• Conducted regular business reviews with clients to assess satisfaction and address concerns

• Engaged in B2B sales activities to boost market share and drive profitable revenue growth

• Awarded vendor of the year award by top account with an annual spend of $1.5 million, recognizing my outstanding service and exceptional account support

Carrington Mortgage Services, LLC Senior Loan Processor 8/2019-2/2023

• Managed an average pipeline of 35 loans, consistently exceeding the monthly goal of 21 loans

• Ranked consistently in the top 3 processors within a team of 35, demonstrating exceptional performance and reliability

• Trained and mentored new loan processors

• Maintained meticulous daily pipeline management, including detailed notes and regular communication with customers via phone and email to achieve monthly pull-through goals

• Restructured and resold loans to optimize financial outcome for customers

• Ordered and reviewed title insurance, appraisals, loan payoffs, flood and tax certificates, and surveys ensuring all documents met underwriting standards

The Huntington National Bank Home Lending Advocate 3/2016-8/2019

• Managed an average pipeline of 30 loans daily, achieving a 60% monthly pull-through rate while handling internal and external client relations

• Reviewed and processed loan documentation including purchase agreements, bank statements, credit reports to ensure timely closings

• Recognized as top loan processor across all sites in July 2017 and top funding processor in 2017 and 2018

• Recognized as top loan processor in 2016 for purchase loan closings and third for refinances The Champion Companies Senior Property Manager 3/2014-2/2016

• Managed precise records for all community transactions at a 364-unit property, including rent rolls, delinquency reports, and move in/outs, overseeing an annual rental income of $1 million

• Coordinated vendor and contract activities, handled scheduling, billing, insurance documentation and ensuring compliance with corporate standards

• Maintained a 100% occupancy rate by encouraging applicants to apply, preparing lease renewals, and analyzing traffic logs and budget guidelines to optimize performance

• Generated and processed legal documents in line with state and company regulations, including administering 3-day notices, forbearance agreements, evictions and set-outs EDUCATION:

The Ohio State University, College of Education and Human Ecology: Bachelor of Science in Hospitality Management EMILY RATTERMAN

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