Krystle Cross
Trussville
Summary
Loan Processor with 8 years of extensive expertise in the banking industry. Demonstrates a keen eye for detail and proficient problem-solving skills, ensuring accurate and timely processing of loans. Adept at building positive relationships with lenders, brokers, and borrowers while maintaining compliance with industry regulations.
Overview
11
11
years of professional experience
Work History
Loan Processor
Regions Bank
Birmingham, AL
04.2022 - Current
- Conferred with underwriters to resolve mortgage application problems.
- Ensured that were complete and accurate according to policy.
- Employed exceptional problem solving techniques to identify potential risks associated with loan applications.
- Worked closely with underwriters to resolve any outstanding conditions or issues related to a loan file.
- Built positive relationships with lenders, brokers and borrowers to ensure timely processing of loans.
- Collected required documentation from applicants and followed up on missing items.
- Demonstrated ability to review complex legal documents including title reports, appraisals, surveys., for completeness and accuracy.
- Handled sensitive data in an accurate manner by following established security protocols.
- Monitored loans within pipeline to prevent delays or interruptions.
- Verified that all required documentation was received before submitting the file for final approval.
- Collaborated closely with underwriting and sales to obtain loan approval.
- Prepared loan files for submission to underwriting by updating MLS and ordering titles, insurance and appraisals.
- Successfully maintained a high level of accuracy in processing loan documents and ensuring compliance with all state, federal, and agency guidelines.
- Processed loan applications, including verifying customer information, preparing documents, and ordering third-party services.
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Participated in ongoing training to enhance own job skills and knowledge.
- Researched escalated problems related to loan processing activities.
- Compiled closing packages containing all necessary documents required for funding.
- Maintained accurate records in computer database system during loan origination process.
- Adhered strictly to company policies when completing tasks associated with loan processing duties.
- Collaborated with underwriters to resolve any discrepancies in applicant's financial profile or documentation issues.
- Monitored progress of each loan application from start to finish ensuring timely completion.
- Reviewed loan applications for accuracy and completeness.
Customer Relationship Management Support/Refer a Friend/New Account Screening
Regions Bank
Birmingham, AL
12.2017 - 04.2022
- Conveyed acceptance or rejection to customers by telephone.
- Examined and verified information in loan application.
- Adhered to regulatory and company security and audit procedures.
- Maintained confidentiality of bank records and client information.
- Ensured all documents were sent to the appropriate department when request was made.
- Expanded customer relationships by maintaining regular follow-up processes and rapport with each customer.
- Exercised judgment when dispensing information to maintain confidentiality of sensitive information.
- Checked application documents for completion, integrity and compliance with bank standards.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Managed customer complaints promptly and effectively.
- Assisted in training and motivating new employees.
- Focused on learning new skills and staying updated with industry changes.
- Streamlined loan processing by efficiently managing documentation, verifying information, and collaborating with underwriters to resolve application issues.
- Ensured compliance with state, federal, and agency guidelines while maintaining high accuracy in processing loan documents and preparing files for underwriting.
- Request funding for new CD accounts.
- Purge accounts.
- Interoffice mail or fax signature cards, W-9 forms, and maintenance forms.
- Create new account packages.
- Research print exceptions.
- Mail decline letters and exception letters.
- Approve or decline new accounts and credit products in GUI.
- Send approve, decline, and pending account counts to The Regions Operations Center from GUI.
- File CD request, purge request, and print exceptions, signature cards and maintenance forms.
- Submit quest tickets for Refer-A-Friend research as well as ensure customer qualify and receive gift cards.
Customer Service Representative
Regions Bank
Birmingham, AL
09.2016 - 12.2017
- Provide services to customers, such as order placement or account information.
- Conduct searches to find needed information, using such sources as the Internet.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Refer unresolved customer grievances to designated departments for further investigation.
- Networked to build client base and promote products to new and existing clients.
- Ensured effective customer communication to maintain customer satisfaction and loyalty.
Store Manager
Sally Beauty Supply
Birmingham, AL
11.2014 - 09.2016
- Assist customers by providing information and resolving their complaints.
- Greet customers entering establishments.
- Answer customers' questions and provide information on procedures or policies.
- Process merchandise returns and exchanges.
- Stock shelves, and mark prices on shelves and items.
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
- Calculate total payments received during a time period and reconcile this with total sales.
- Supervise others and provide on-the-job training.
- Compile and maintain non-monetary reports and records.
- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
- Bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment.
- Compute and record totals of transactions.
- Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs.
- Review operational records and reports to project sales and determine profitability.
- Confer or consult with department heads to plan advertising services and to secure information on equipment and customer specifications.
- Created weekly work schedules for store personnel.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Performed regular price checks to ensure competitive pricing.
- Managed daily banking activities such as deposits and withdrawals.
- Recruited, trained and supervised new employees.
- Established customer service standards and monitored staff compliance.
- Ensured compliance with safety regulations and company policies.
- Developed strategies to maximize sales and profitability.
- Maintained accurate records of employee performance reviews.
- Monitored inventory levels and placed orders to restock shelves.
- Resolved customer complaints in a timely manner.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
Education
Associate of Applied Science - Salon And Spa Management
Bevill State Community College
Sumiton, AL 08.2012 - 05/2014
HIGH SCHOOL DIPLOMA -
Hewitt Trussville High School
Trussville, ALSkills
- Mentor
- Coaching
- Resolve customer complaints
- Inventory
- Accounts receivable
- Maintain records
- Sales
- Staffing
- Time keeping
- Loan documentation
- Compliance knowledge
- Customer relationship management
- Pipeline monitoring
- Problem solving
- Attention to detail
- Effective communication
- Team collaboration
- Document management
- Document review
- Policy adherence
- Verifying information
- Application status reviews
- Sound judgment
Additional Information
Quality Rock Star Award, 11/01/16, 100% quality score for November 2016, Most validated credit card, 11/01/16, 100% quality score for March 2017, Serves as a team mentor/OJT coach for General Contact Center Internal Use
Timeline
Loan Processor
Regions Bank
04.2022 - Current
Customer Relationship Management Support/Refer a Friend/New Account Screening
Regions Bank
12.2017 - 04.2022
Customer Service Representative
Regions Bank
09.2016 - 12.2017
Store Manager
Sally Beauty Supply
11.2014 - 09.2016
Associate of Applied Science - Salon And Spa Management
Bevill State Community College
08.2012 - 05/2014
HIGH SCHOOL DIPLOMA -
Hewitt Trussville High School