Operations Analyst Support Manager
Resume:
Kathie L. Brown
Concord, NC 28027
************@*****.***
Professional Experience:
Bank of America, Charlotte, North Carolina
Operations Analyst (2016-)
• Engaged title companies to request title policies I was responsible for ordering title
policies
Loan Support Manager SAG SM Bus/Premier Admin (2005-2014)
■ Managed a Portfolio Administrator team of ten associates who were responsible for supporting
Business Banking/Premier Portfolio Officers.
■ Overseen administrative collection and posting of payments, payoffs, wire transfers advances,
prepared modifications 1,200 or more loans with balances of $250,000 to $5million across various
loan systems and an Q&A was performed on all documents and tasks.
■ Utilized the Lean Process/Kaizen Team to convert 2,500 loans from the ALS system to the AFS
system.
■ Supported Government Guaranteed loans; prepared and submitted loan documents and various
other reports required by government agencies.
■ Was held accountable for ensuring requests were processed in a timely manner.
■ Ensured data integrity in accordance with internal and external regulatory requirements.
■ Interfaced with the Market Managers and shared best practices.
■ Assisted in developing associates through coaching, feedback, and utilized the performance
management plans.
Market Leader Document & Loan Administrator (2001-2005)
■ Managed a Client Credit Services team responsible for documentation, boarding, collateral
perfection and monitored a specific market segments MD/DC/VA/NC/SC.
■ Was held accountable for ensuring loan documentation, lien perfection and Q&A met bank policies
procedures and all products were delivered accurately and in a timely manner.
■ Collaborated with business partners to achieve their defined business objectives that met the needs
of the customers.
■ Assisted in developing associates through active coaching feedback and by executing the
performance management plans.
Workflow Coordinator, Commercial Loan Service (2000-2001)
■ Assigned loan packages to loan administrators based on their job knowledge and daily workload.
■ Collaborated with Sales Associates and the Business Loan Center to ensure accurate information
was received to prepare loan documentation and an Q&A was performed on each loan package.
■ Coached teammates who needed further training on how to prepare complex loan documentation.
Loan Closing Coordinator, Commercial Loan Service (1995-2000)
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■ Was responsible for preparing SBA and Conventional loan documentation by utilizing various bank
systems and performing Q&A for each loan package before sending to our customers.
■ Engaged attorneys, appraisers and other vendors to secure bank’s due diligence.
■ Reviewed all documents received for accuracy at completion.
■ Requested title updates and monitored funding request for construction loans.
■ Provided excellent customer service for internal and external customers
Leadership:
Conducted Soft Skill Training Sessions - 25 to 50 people (2011-2013):
■ Stress Management and Managing Job Stress
■ Attitude is Everything ad Positive Thinking
■ Time Management
■ Professionalism and Business Etiquette
■ Showing Your Staff You Care
■ Getting Your Messages Across Assertively
■ Effective Communication Styles
■ Effective Writing Skills
■ Bridging the Communication Gap and Dealing with Difficult People
■ Bank of America’s Client Service Mentoring Training Program
■ Bank of America Special Assets Group (SAG) - Mentored Managers
■ Special Assets Cross Training Program
Skills:
■ Microsoft Word
■ Excel
■ Office Systems (AFS & ALS Mainframe, and Outlook), Lean Process/Kaizen Team, Doc Delivered
to Docs Returned National Workgroup, Image View, Virtual Vault, ECRIS, CROSS, LEO (KYC),
Navigator, GMS and LaserPro.
■ Participated on the Lean Process/Kaizen Team
■ Participated in the Doc Delivered to Docs Returned National Workgroup
■ Documentation and Booking Quality Assurance Team
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