Catrina Bates-Brown

• Oversees day-to-day operations.
• Handles budget administration and preparation, including forecasting, profit and loss accountability, cost control, and inventories.
• Initiates marketing and brand promotions
• Provides superior service and customer care.
• Manage performance of team members and provides feedback to improve productivity.
• Interviews, selects, and trains employees
• Ensures compliance with established safety and health policies and procedures
• Research new vendors and regularly review product quality
• Estimated and ordered future supply needs.
• Negotiated contracts with vendors and suppliers, securing favorable terms for the company.
• Managed 10+ employees

• Review loan documents for accuracy.
• Follow up on title insurance and gather any missing information.
• Scan incoming closed loan packages.
• Prepare collateral package to be shipped to investors and borrowers.
• Prepare documents to be recorded with the county electronically, as well as submit for E-Record
• Assist with opening files in Qualia.
• Obtain and upload contracts and supporting documents
• Obtained payoff quotes, Title documents, Search documents, Final policies and distributed to appropriate parties
• Provide daily updates and monitor queues

Consulted with outside vendors to identify and resolve loan closing issues.

• Assisted in training new employees on post-closing procedures, contributing to knowledgeable workforce.
• Coordinated with title companies to obtain necessary documents, expediting closing process.
• Managed pipeline of post-closing tasks, prioritizing urgent cases as needed.
• Oversaw paperwork processing for Title Forward, Old Republic, Washburn, First American, WFG, Summit, Voxtur, Link Title and several other lenders.
• Managed disbursements, cut and processed checks and mailed correspondence.
• Skilled at working independently and collaboratively in team environment.
• Coordinated with sellers, buyers, escrow agents, and real estate agents to complete loan submissions and scheduled closing dates.
• Proven ability to learn quickly and adapt to new situations.
• Proved successful working within tight deadlines and fast-paced environment.

• Process residential FHA/ VA loan application, and reviewed for accuracy, and completeness.
• Order all necessary supporting documents.
• Reviewed and researched documents that the customer provided and worked the loan up to submit to Underwriter.
• Communicate with borrower/ broker by phone, email, and mail out to provide current update status reports, and send possible commitment-letter if needed.
• Submit approved loan applications to closing or initiate or initiate actions for canceled or rejected loan application.
• Managed high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing

Maintained accurate records of loan processing activities and documents in CRM system.

• Coordinated closing process with attorneys, title companies, and government clerks.
• Prepared file for final clear-to-close by branch management.
• Gained extensive knowledge in data entry, analysis and reporting.

• Vendor with various reports and brokers negations
• Handled fulfillment of manually booked and hard ticket products; including ticket transfers when applicable
• Maintained accurate and detailed spreadsheets
• Support Customer Care, Call Center and Field Sales Agents as needed
• Support ticket lobby operations daily.
• Handling of guest issues and escalations.
• Participate in end of month inventory counts.
• Responsible for accurate and secure cash handling transactions
• Provide outstanding service to all customers; both internal and external
• Perform additional duties as assigned.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Kept high average of performance evaluations.
• Trained team members on new hotel services and products to support promotional efforts.

• Process residential FHA/ VA loan application, and reviewed for accuracy, and completeness.
• Order all necessary supporting documents
• Reviewed and researched all documents that the customer provided and worked the loan up to submit to the Underwriter.
• Communicate with borrower/ broker by phone, email, and mail out to provide current update status reports, and send possible commitment-letter if needed.
• Submit approved loan applications to closing or initiate or initiate actions for a canceled or rejected loan application.

• Access online resources to research, analyze, and abstract real estate records as they pertain to property title search
• Prepare members gratuitous waivers, assist with property transfers, surviving spouse affidavits, and assist with company resales
• Provide customer service for Disney Vacation Guides, as well as for members
• Conduct special projects, and maintain admin queue
• Assisting customer's through their time of need through loss of death, or employment, and divorce by providing information on getting their finances in order pertaining to their account, and their property
• Process loan and dues payments while navigating through multiple systems
• Prepare and Process payment batches
• Process pending foreclosures, Audit files, Prepare dues and loans for the end of the year reporting
• Prepare billing statement, Mail out billing statements
• Manage the email and fax queue
• Process return mail, and manage satisfaction letters.

• Provide customer service in a high-call volume environment to upscale customers through the phone, chat box, and emails
• Assist customers with making purchase, fixing their billing issues, applying refunds, researching customers' accounts and complaints.

• Access online resources to research, analyze, and abstract real estate records as pertained to property title history.
• Retrieve outstanding documents per title history abstract
• Compile search package, and link into Order management system
• Identify and transport property legal descriptions into typing application.
• Employ vendor resources to obtain document copies and judgment searches when necessary.
• Analyze information to identity title issues.
• Research issues and verify accuracy of content in the title report.
• Enhanced title search accuracy by meticulously reviewing property records and documents.
• Streamlined title search process for faster turnaround times by implementing efficient research strategies.
• Ensured accurate reporting of property ownership and liens by conducting comprehensive searches in public records databases.
• Maintained organized files and records, allowing for easy retrieval of crucial information during the title search process.
• Analyzed title documents to identify potential issues and resolve any discrepancies.

• Processed residential loan application, and reviewed for accuracy, and completeness.
• Order all necessary supporting documents
• Reviewed and researched all documents that the customer provided and worked the loan up to submit to the Underwriter.
• Communicate with the borrower/ broker by phone, email, and mail out to provide current update status reports, and send possible commitment letter if needed
• Submit approved loan applications to closing or initiate or initiate actions for canceled or rejected loan application.
• Maintain positive working relationship with brokers, realtors, builders, referral sources, and other customers.
• Meet performance standards and goals set by company.
• Reviewed and researched loan for predatory lending and high cost testing and HUD-1 settlement statement for accuracy and compliance
• Manage workflow and work priority queue.
• Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
• Handled any conditions sent from underwriting departments.
• Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
• Reviewed financial statements and contacted institutions and customers to clarify details.
• Contributed to team's success in exceeding monthly loan processing targets through diligent work ethic and efficient task management.
• Enhanced suspense tracking by implementing detailed monitoring system for all pending items.
• Monitored pipelines to track and log status of loans.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

• Receive checks and or security deposits checks for disbursement, and new account processing.
• Proactive in uncovering additional business development opportunities.
• Assist with managing day to day business operations.
• Ordered all office supplies, as well as kept up with office inventory.
• Audit and maintained company monthly budget.
• Coordinate with new hires to complete hiring process.
• Manage cash stock, and inventory balances accurately.
• Enter all new client information for new business into system
• Greeted customers, as well as handled all incoming phone calls, as well as outgoing calls to clients, and vendors.

• Confer with customers by telephone in order to provide information about products and services
• Placed orders for customers concerning their devices as well as processed new accounts for member's applying for a credit card, and canceled member accounts
• Took charge of call for team escalations, and assisted with training escalation team members at a lower tier level
• Researched customer's issue and accounts.

• Provide exceptional customer service to customers in a high call volume environment
• Communicate with clients, brokers, realtors, and vendors to complete the loan process
• Update the client, as well as the brokers with the updated loan status
• Well versed in company policies, compliance, and product parameters, and guidelines, and pipeline management
• Verify and audit all documents for accuracy
• Responsible for inputting all customers' info into the loan origination system
• Conducted special projects for new loan processes, and products.