Summary
Overview
Work History
Education
Skills
License
Affiliations
Timeline
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Carla Spence

Coral Springs,FL

Summary

Highly accomplished, strategic, results-driven mortgage processing professional offering expertise in navigating complex loan processes, assessing financial documents, and ensuring compliance with regulatory standards. Innovative business partner, effective communicator, and problem-solving project manager known for cultivating and maintaining positive, productive relationships to streamline operations, mitigate risk, and maximize efficiency throughout the loan processing lifecycle, leveraging a keen eye for detail, strong analytical skills, and a commitment to delivering exceptional customer service. Trained leader, resourceful team contributor, and presenter with demonstrated success in directing, mentoring, and training junior processors in merchant services products / policies to enhance their skills and performance and foster collaborative relationships with clients, colleagues, and stakeholders to achieve mutual success in the mortgage lending arena.

Overview

16
16
years of professional experience

Work History

Accounts Payable Processor(Contract)

U.S. Bank
Coral Springs, FL
09.2024 - Current
  • Efficiently managed extensive invoice processing independently.
  • Monitored vendor accounts to ensure compliance with payment terms.
  • Developed relationships with vendors to ensure prompt processing of invoices.
  • Resolved invoice discrepancies with vendors in an efficient manner.
  • Liaised with vendors and customers to confirm information and address client issues.
  • Resolved internal and external customer inquiries about invoicing issues.
  • Maintained integrity of financial transactions by following standardized procedures for invoicing and payments.
  • Completed day-to-day duties accurately and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Enhanced transaction speed through meticulous verification of vendor details.
  • Forged effective working partnerships with external stakeholders.

Mortgage Loan Processor III

U.S. BANK
Fort Lauderdale, Florida
11.2020 - 03.2024
  • Checked approvals against established bank and government lending standards to ensure guidelines on all files were met
  • Communicated with customers by phone or email to answer questions and resolve issues to prevent issues at closing
  • Completed packages quickly and efficiently to meet the cycle time deadlines
  • Conducted underwriting reviews for clear to close on conventional purchase and refinance transactions to obtain a clean conditional approval decision
  • Evaluated financial statements and verified calculations with the sales team to prevent disqualification
  • Partnered with underwriting on alternatives with challenging conditions to avoid a decline
  • Managed a healthy pipeline of 30-50 files a month
  • Used experience in Condo, New Construction, FHA, VA, Fannie Mae, Freddie Mac, Jumbo, and Portfolio Loans
  • Utilized Microsoft Suite, Document Manager System, and Netoxygen Software
  • Provided top-level customer service throughout the entire loan process from onboarding to closing which was reflected on the team's scorecard
  • Maintained policy and compliance training per bank regulations and procedures
  • Ordered title work, appraisal, verifications, and other related documents to file
  • Communicated effectively with clients, lenders, realtors, appraisers, and other parties involved in the transaction to keep them informed
  • Applied knowledge of FHA, VA, and USDA guidelines when processing mortgage loans
  • Proficiently utilized automated underwriting systems such as DU and LP to determine eligibility for mortgage loans
  • Orchestrated the application workflow to provide timely approvals and meet lock expiration dates
  • Reviewed mortgage applications to determine accuracy, completeness, and compliance

Account Executive Merchant Services

BUSEY BANK
St. Louis, Missouri
01.2019 - 11.2020
  • Supported the St Louis / Metro Illinois markets covering 30 retail locations and commercial banking, private banking, and treasury departments
  • Closed over 20 million dollars in B2B credit card processing volume within a year
  • Oversaw risk management about client relationships and maintained a strict adherence to compliance and merchant services policies and procedures
  • Provided support to businesses with PCI standards and security to ensure safety and compliance
  • Conducted presentations to businesses, specific to products and pricing, and participated in the approval process
  • Prepared RFPs and presentations for senior executives for large multi-million clients with 69 locations
  • Provided extensive analysis on processing statements to help businesses' bottom lines
  • Provided leadership by assisting team members with statement analysis
  • Managed the existing business portfolio to seek prospects for merchant services
  • Served as a point of contact for existing book of business, acting as liaison to the Retail Banking Department, the Commercial Team, and other internal business partners
  • Built and grew bank partner relationships, resulting in consistent referral production to grow sales
  • Developed profitable new business account relationships and increased profitability from existing accounts by selling Merchant Services including Visa / MC / Discover / American Express processing to small and medium-sized businesses
  • Used strong communication, problem-solving, and decision-making skills and excellent marketing, business development / sales, and negotiating skills

Account Executive

ELAVON
St. Louis, Missouri
02.2014 - 12.2018
  • Set up onsite equipment and trained end-users as needed
  • Collaborated with cross-functional teams to generate innovative solutions for customers' needs
  • Maintained an up-to-date knowledge of industry developments, regulations, and best practices
  • Contacted key clients and internal partners to develop strong business relationships and networks
  • Increased profitability within accounts by cross-selling additional products or services
  • Established trustful relationships with clients through regular follow-up calls or emails
  • Prepared presentations for prospects highlighting the value proposition of products and services
  • Cold-called and followed up with prospective customers to promote overall satisfaction and continued business
  • Presented proposals to prospective clients to clearly describe product offerings and pricing structure
  • Built and maintained relationships with key stakeholders to drive sales
  • Developed strategies to increase sales revenue and profitability
  • Devised comprehensive sales proposals tailored to individual client needs
  • Upsold and cross-sold company products and services to clients
  • Presented detailed sales reports and recommendations to senior management
  • Created and implemented strategies to capture new markets and expand the customer base
  • Coordinated with external vendors to ensure timely delivery of goods and services
  • Partnered with vendors to negotiate contracts that were beneficial for both parties
  • Conducted extensive research on target markets to identify optimal pricing strategies
  • Used knowledge of company products and services to recommend solutions to customers
  • Built and established strong relationships with customers, enabling long-term partnerships
  • Arranged in-person meetings and visited with clients to improve the success of sales pitches
  • Represented the brand during special events, customer interactions, and sales
  • Highlighted new products and company promotions during sales pitches
  • Monitored competitor trends and market shifts to maintain company relevance

Assistant Branch Manager | Team Leader

REGIONS BANK
Creve Coeur, Missouri
01.2009 - 02.2014
  • Co-managed the branch, supervised all branch sales, provided leadership for optimal customer service, checked account production sales goals, and handled difficult customer issues as needed
  • Monitored and reported branch service quality and assisted in keeping the branch compliant with all branch policies and procedures
  • Conducted morning huddles with the sales team daily to discuss customer service and sales strategies
  • Supervised and coached tellers
  • Generated monthly branch review audit reports for teller operations
  • Performed vault teller duties as needed
  • Sold appropriate bank products and services or referred to consumer or business customers such as life insurance, annuities, personal loans, mortgage products, and private banking investments
  • Served as the Regions At Work Captain for the branch conducting outside employer and employee presentations to generate quality accounts
  • Conducted conference calls for best practices with fellow associates
  • Identified needs by teaming with business partners such as Morgan Keegan, Trust Department, Treasury Department, Private Banking, Business Banking, and the Mortgage Department to identify needs for customers
  • Performed community involvement with schools, educating children about banking and financial goals
  • Assisted tellers with daily operations
  • Resolved customer problems through direct personal action or referral to alternative branch or bank resources
  • Identified and maximized cross-sales opportunities through customer profiling
  • Enhanced customer relationships by telemarketing bank products
  • Originated, processed, and closed personal and business loans
  • Created reports on branch performance metrics such as deposits, withdrawals, and loan applications
  • Coached team to provide solutions and advice to improve client financial well-being

Contract Mortgage Processor

CDB LOAN SERVICING
Clayton, Missouri
  • Prepared loan files for submission to underwriting in a wholesale broker environment
  • Monitored loans within the pipeline to prevent delays or interruptions
  • Performed quality control checks on all completed loan files before submission for underwriting approval
  • Submitted approved mortgage loan files to loan closer for settlement
  • Reviewed complex legal documents, including title reports, appraisals, and surveys for completeness and accuracy
  • Collected required documentation from applicants and followed up on missing items
  • Implemented effective strategies for resolving loan application issues or discrepancies
  • Employed exceptional problem-solving techniques to identify potential risks associated with loan applications
  • Maintained a comprehensive understanding of mortgage lending regulations such as the Real Estate Settlement Procedures Act, Truth in Lending Act, Fair Credit Reporting Act, and Equal Credit Opportunity Act
  • Stayed abreast of new types of loans, financial services, and products to better meet customers' needs

Supervising Contract Mortgage Processor

FIRST US MORTGAGE
St. Louis, Missouri
  • Managed all loan files and pipeline reports
  • Conducted a weekly meeting with staff to discuss sales opportunities, supervised processors, set up accounts with various lending institutions, trained loan officers and processors, reviewed applications and credit bureaus for pre-approvals, met with clients to review qualifications and sell loan products, met with account representatives with lending institutions to review products and guidelines, maintained close relationships with vendors to generate referral sources, closed loan files at title companies as needed, underwrote files in preparation for submission to lending institutions, managed a pipeline of 50-75 loan files at a time, and generated a client base for sales in the office
  • Trained new employees on company policies, procedures, and work ethics
  • Supervised and coordinated activities of staff to ensure compliance with established policies, procedures, and standards
  • Delegated tasks to team members according to individual strengths
  • Teamed closely with upper management to develop strategies for improving operational efficiency within the department
  • Oversaw the training of new employees on job responsibilities and expectations
  • Ensured that safety protocols were always followed by all staff members
  • Answered customer questions and made product recommendations according to identified needs
  • Taught company procedures to new employees and increased progress by identifying areas of weakness
  • Provided technical support to team members to assist them in completing tasks more efficiently
  • Assisted managers with employee recruitment and interviews
  • Developed innovative strategies to maximize organizational efficiency

Senior Account Executive

NEW CENTURY MORTGAGE
Creve Coeur, Missouri
  • Originated loans from referral sources and lead lead-based system
  • Reviewed credit and guidelines on files for approval
  • Maintained relationships with customers, investors, and realtors
  • Assisted the processing department as needed
  • Reviewed loan files for underwriting before submission
  • Maintained sales quota each month

Senior Loan Officer

FIELDSTONE MORTGAGE COMPANY
West County, Missouri
  • Established a customer base with referral sources for this retail mortgage company
  • Facilitated weekly meetings with the Manager and Vice President to discuss loan pipeline
  • Generated and processed conforming and non-conforming mortgage loans
  • Initiated sales calls for potential prospects, pre-qualified loan applications for submission, and underwrote loan files with a proven track record in sales of financial products and services
  • Established relationships with real estate agents, brokers, attorneys, appraisers, and title companies to build referral networks for future business
  • Developed and implemented strategies for loan origination, underwriting, closing, and processing

Senior Account Executive

BENEFICIAL MO, INC
Florissant, Missouri
  • Maintained top sales for aggressive retail financial institutions
  • Originated personal, auto, home equity, and mortgage loans
  • Prepared financial analysis for clients
  • Sold credit life insurance and supplementary home and auto insurance coverage
  • Initiated and up-sold loan requests for a variety of consumer loan products
  • Managed daily office activities and coordinated training of account executives and sales assistants on loan products and guidelines
  • Provided quality customer service and maintained collection goals for delinquent accounts

Education

Hazelwood Central
Florissant, MO

Central Missouri State University
Warrensburg, MO

Skills

  • Pipeline Management
  • Appraisal Review
  • Financial Data Analysis
  • Executive Presentations
  • Problem Resolution
  • Client Relationship Management
  • Staff Development
  • Coaching
  • Mentoring
  • Operational Audits
  • Vendor Management
  • Mortgage Processing Expertise
  • Effective Closing Techniques
  • Risk Assessment
  • Property Title Review
  • Commercial Credit Analysis
  • Microsoft Office
  • Condominium / New Construction
  • Regulatory Compliance
  • CRM Software Proficiency
  • Operational Equipment Setup
  • Salesforce
  • Business-to-Business (B2B) Sales - Payment Solutions
  • Merchant Services
  • Requirements Analysis
  • Troubleshooting
  • Quality Assurance
  • Risk Analysis
  • Mitigation
  • Analytics
  • Compliance
  • Metrics
  • Legal / Regulatory Guidelines
  • Invoice processing
  • Credit card management
  • Payment verification
  • Application preparation
  • Competitor tracking
  • Sales target monitoring
  • Market development
  • Sales quota achievement
  • Territory management
  • Account management
  • Strategic selling

License

NMLS Licensing, Registered

Affiliations

  • Professional DJ
  • Fitness Enthusiast

Timeline

Accounts Payable Processor(Contract)

U.S. Bank
09.2024 - Current

Mortgage Loan Processor III

U.S. BANK
11.2020 - 03.2024

Account Executive Merchant Services

BUSEY BANK
01.2019 - 11.2020

Account Executive

ELAVON
02.2014 - 12.2018

Assistant Branch Manager | Team Leader

REGIONS BANK
01.2009 - 02.2014

Contract Mortgage Processor

CDB LOAN SERVICING

Supervising Contract Mortgage Processor

FIRST US MORTGAGE

Senior Account Executive

NEW CENTURY MORTGAGE

Senior Loan Officer

FIELDSTONE MORTGAGE COMPANY

Senior Account Executive

BENEFICIAL MO, INC

Hazelwood Central

Central Missouri State University

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Carla Spence