Mortgage Loan Analyst

Catherine Meyer

Charlotte, NC

Professional Summary:

Seasoned lending operations professional with over 2 decades of progressive experience in residential, commercial, and syndicated lending operations.

Proven track record of delivering exceptional customer experiences through strategic process improvements, training, risk mitigation, and end-to-end loan lifecycle management.

Skilled in leveraging tools ie: Loan IQ, Office 365 and Credit Center to support business objectives and elevate customer satisfaction.

Improved Customer Retention: Resolved high-priority escalations and implemented proactive client communication strategies, leading to a 30% increase in customer satisfaction and a significant boost in retention.

Experienced in managing syndicated credit agreements, ensuring accurate deal setup, funding, and compliance, while enhancing client onboarding and operational efficiency.

Training Impact Strategy: Designed and delivered targeted Loan IQ and lending operations training programs, resulting in a 30% reduction in processing errors and significantly accelerating new hire onboarding timelines.

Operational Efficiency Boost: Streamlined residential and commercial lending workflows, reducing loan processing time by 25% and increasing overall productivity across mortgage operations teams.

Risk Reduction Success: Designed and enforced stronger compliance checkpoints within loan servicing processes, resulting in a zero-audit finding record over a 12-month period.

Technology Integration Leadership: Spearheaded a company-wide migration to Office 365, improving collaboration, reducing service escalations by 40%, and increasing internal response times.

Education:

Business Administration: Psychology, University of North Carolina, Charlotte.

Relevant Coursework: Industrial and Organizational Psychology, Research Methods, Social and Cultural Psychology.

Skillsets:

Customer Experience

Client Onboarding

Compliance Monitoring

Relationship Management

Communication Skills

Issue Resolution

Lending Operations

Microsoft Office 365

Team Collaboration

Syndicated Lending

Data Reporting

Process Improvement

Corporate Lending

SLA Management

Operational Efficiency

Loan Processing

Credit Analysis

Performance Tracking

Risk Management

Escalation Handling

Financial Documentation

Professional Experience:

Bank of America, Charlotte, NC 02/2020 – 02/2025

Business Execution Consultant (Loan IQ Operations & Administrator)

Loan Service Operations: Dedicated Servicing Global Operations – Officer 10/2024 – 02/2025

Served as a point of contact to a portfolio of 50 corporations/clients on all loan servicing matters. This included responding to client inquiries efficiently, delivering invoices in a timely manner, and monitoring payments.

Analyzed and keyed data into Excel to ensure that past due payments, reconciliations, and expectations were within acceptable levels.

Delivered project support by coordinating client inquiries, invoice delivery, and payment monitoring to ensure accurate servicing and compliance with loan agreements.

Delivered client-focused Loan IQ training modules on payment monitoring, payoff quotes, and prepayment calculations to streamline servicing accuracy and ensure compliance with loan agreements.

Delivered quality and accurate work by not only maintaining weekly payments, advances, and rollovers of up to $50,000,000, but also by performing payoff quotes and prepayment calculations, all while ensuring compliance with servicing agreements and government regulations.

Relationship Administrator III - Officer 04/2022 to 10/2024

Spearheaded Loan IQ deal setups and funding processes for over 120 syndicated, direct, and bi-lateral deals annually, ensuring seamless client onboarding and enhanced customer satisfaction through timely execution.

Collaborated with the deal structuring team to provide real-time feedback on operational market trends for syndicated credit agreements, contributing to a 15% improvement in client-preferred deal structures and personalized customer experience.

Led hands-on Loan IQ onboarding sessions for new team members focused on deal setup, funding processes, and compliance workflows, enhancing system proficiency and reducing processing errors by 25%.

Ensured 100% compliance with internal banking guidelines by validating conditions precedent and mitigating risk in loan closings, enhancing client trust and reducing error rates by 25%.

Maintained accurate records of complex interest and fee accruals across various rate levels, resulting in a 30% reduction in client billing disputes and improved transparency.

Provided project management support by leading Loan IQ onboarding sessions and improving deal setup processes, reducing processing errors by 25%.

Utilized Loan IQ and Credit Center to manage all aspects of commercial lending operations, contributing to a 20% boost in operational efficiency and delivering consistent, high-quality customer support.

Document Administrator I (Loan IQ) 02/2020 to 04/2022

Supported end-to-end Loan IQ operations for syndicated and corporate lending, overseeing the setup, closing, and funding of 100+ complex deals annually to ensure timely execution and superior client experience.

Partnered with global deal structuring teams to provide insight on market trends and client-preferred structures, improving customer alignment and reducing rework by 18%.

Contributed project support by creating training documentation and job aids that streamlined Loan IQ operations and improved team efficiency.

Ensured compliance with global banking policies by validating conditions precedent and documentation for syndicated credit agreements.

Managed interest and fee accruals across multi-rate levels, resolving discrepancies quickly and cutting client inquiries by 30%, enhancing post-deal customer confidence.

Leveraged Loan IQ and CreditCenter to drive operational excellence and proactive client support, achieving a 20% increase in SLA adherence and contributing to team recognition in internal customer satisfaction surveys.

Researched and created training documentation as job aids regarding processes and procedures.

RoundPoint Mortgage Servicing, Charlotte NC 08/2019 to 02/2020

Business Execution Consultant (Senior Residential Mortgage Processor)

Facilitated end-to-end processing of residential mortgage loan packages, ensuring accurate documentation, compliance with lending regulations, and a 98% approval rate on first submission.

Delivered exceptional client service by guiding borrowers through the mortgage lending process, resulting in a 25% increase in positive customer feedback scores.

Conducted internal training sessions on residential mortgage processing fundamentals, including documentation review, compliance checks, and borrower communication best practices, boosting team accuracy and approval rates.

Collaborated with underwriting and compliance teams to ensure timely loan closings, reducing processing time by 20% and improving borrower experience.

Maintained up-to-date records of escrow accounts, interest rates, and payment schedules, helping minimize borrower disputes and ensuring full transparency.

Bank of America Charlotte NC 02/2019 to 07/2019

Data Consultant & Business Execution (Contract Position)

Managed global Loan IQ operations and provided basic training for over 150 syndicated and corporate lending deals annually, ensuring accurate deal setup, funding, and restructuring with a 98% error-free rate.

Collaborated with international deal structuring and front-office teams to align on customer-preferred terms, enhancing deal efficiency and improving client satisfaction by 22%.

Monitored and reconciled complex interest and fee accruals across multiple currencies and rate types, reducing financial discrepancies by 30% and improving client trust.

Wells Fargo Dec 2017 - Jun 2018

Business Execution Consultant (Loan Servicing Analyst IV) (contract position)

Provided project support by managing global Loan IQ operations and training teams on accurate deal setup and funding for over 150 syndicated and corporate lending deals annually.

Managed end-to-end servicing of commercial and syndicated loan portfolios, ensuring accuracy in loan setup, disbursements, rate adjustments, and payment applications in accordance with servicing agreements.

Performed daily reconciliations and exception monitoring, identifying and resolving discrepancies across loan accounts, leading to a 20% improvement in data integrity and audit readiness.

Utilized systems such as Loan IQ and internal servicing platforms to process rollovers, advances, and rate changes, ensuring timely and accurate execution of complex loan transactions.

Assisted in onboarding and training new analysts on commercial loan servicing processes and systems, including Loan IQ functionality and reconciliation procedures, improving team ramp-up time and operational consistency.

Collaborated with cross-functional teams including credit risk, operations, and compliance, ensuring all servicing activities aligned with regulatory and internal policy standards.

Generated and reviewed detailed reports on interest accruals, fee structures, and loan performance, supporting senior management with data-driven insights for portfolio oversight and decision-making.

Finance of America Commercial LLC, Charlotte NC 02/2017 to 12/2017

Commercial Credit Risk Analyst (Contract Position)

Successfully processed pipelines of 50+ commercial and residential loans monthly while consistently meeting closing deadlines and maintaining RESPA and HMDA compliance.

Pipeline included purchases and refinances under Conventional, FHA, and VA programs.

Maintained productive and pleasant relationships with borrowers (individuals & LLCs), brokers, and thirdparty vendors through multiple modes of communication.

Cardinal Residential Financial, Limited Partnership, Charlotte NC 03/2016 to 01/2017

Senior Mortgage Loan Processor

Managed global operations for over 120 residential lending deals annually, ensuring accurate deal setup, funding, and restructuring with a 98% error-free rate.

Collaborated with internal deal structuring and front-office teams to align on customer-preferred terms, enhancing deal efficiency and improving client satisfaction by 22%.

Ensured strict adherence regulatory guidelines, contributing to 100% compliance rate during internal and external audits.

Wolf Exteriors, LLC, Charlotte NC 08/2008 to 01/2016

Owner and Administrator

Oversaw budgeting, sales operations, and performance reporting, driving a 15% increase in revenue and improving strategic decision-making through real-time data analysis.

Developed and implemented performance dashboards, enabling productivity tracking and launching a referral partnership program that grew client base by 30%.

Led the company's transition to Microsoft Office 365, training staff and establishing engagement processes that reduced service escalations by 40% and improved team collaboration.

Resolved all internal Office 365 software issues, acting as the primary point of contact and enhancing the overall user experience and satisfaction among employees.

Created comprehensive operational and financial documentation that supported the successful sale of the business, ensuring transparency and accurate business valuation.

JP Morgan, Charlotte NC 01/2007 to 08/2008

Closing Manager

Managed a team of 8 closing agents and loan processors, overseeing the full loan lifecycle from application to approval, closing, and post-closing conditions, resulting in a 95% on-time closing rate.

Streamlined communication between departments and clients, reducing loan processing time by 20% and enhancing the overall homebuyer experience.

Implemented training and performance review processes that boosted team productivity and employee satisfaction scores by 25%.

Ensured strict adherence to regulatory and compliance standards, achieving a zero-deficiency rate during internal audits.

Acted as a key escalation point for complex loan issues, resolving them efficiently and maintaining a high customer satisfaction rate across multiple transactions.

Researched and created SOP as job aides regarding processes and procedures.

Alambry Funding, Charlotte NC 11/2001 to 12/2006

Senior Residential Loan Officer

Oversaw a high-volume pipeline of residential home loans, maintaining a 95% on-time closing rate and ensuring exceptional customer experience for first-time and repeat buyers.

Acted as a liaison between buyers, builder, and internal departments, streamlining communication and reducing processing delays by 20%.

Ensured full compliance with federal, state, and investor regulations across all closings, contributing to a zero-audit finding environment.

Chase Manhattan Mortgage, Charlotte NC 02/1998 to 10/2001

Operations Manager – Residential Lending

Managed internal processes for both processing and closing departments (6 employees) and led the training and development for these departments.

Implemented SOPs for procedural guidelines creating standardization and improved quality control.

Developed and delivered instructional design courses for mortgage lending procedures and regulations for all field offices.

Created and delivered software training programs to educate new employees (for an entire region) on the use of Chase's internal software database.

Other relevant experience:

Total System Services, Columbus, GA 1990 - 1997

Associate Director Technical Training March 1993 – December 1997

Corporate Trainer, January 1992 – February 1993

Business Systems Analyst, September 1990 – January 1992

Contact this candidate