Summary
Work History
Education
Skills
Additional Information
Accomplishments
Timeline
Generic

Stephanie Robertson

Asheville,NC

Summary

  • Dependable and highly detailed professional seeking an organization that can utilize my skills, talents,and knowledge with opportunity for growth and advancement.

Work History

Cons Loan Quality Control & Assurance Specialist

HomeTrust Bank
Asheville, NC
07 2024 - Current
  • Perform thorough review of loan documentation to core onboarding and ongoing servicing maintenance.
  • Report findings in a timely manner for necessary corrections and providing valuable data for ongoing process improvements.
  • Ensured compliance with industry regulations and company standards through regular audits of internal processes and systems.
  • Process assurance testing for new producsts, defects and core system enhancements.
  • Monitored emerging industry trends and best practices, to maintain bank policy and procedures in accordance with compliance, lending standards, including FNMA.

Loan Servicing Assistant Mgr

HomeTrust Bank
Asheville, NC
03 2021 - 07 2024
  • Collaborated with other departments to streamline loan servicing processes, resulting in increased efficiencies and improved borrower experiences.
  • Prepared comprehensive reports to support management''s evaluation of departmental goals and strategic initiatives related to loan servicing operations.
  • Assisted borrowers in understanding the terms of their loans, answering any questions and providing guidance on available payment options to promote successful repayment plans.
  • Coordinated with internal departments to facilitate seamless loan transfers, minimizing disruptions for borrowers.
  • Maintained detailed records of all borrower interactions, aiding in effective account management and informed decisionmaking.
  • Assisted in the resolution of escalated borrower issues, resulting in improved client relations and increased account retention.
  • Managed high-volume workload within strict deadlines, prioritizing tasks based on urgency and importance for optimal productivity.
  • Promoted a positive work environment through active participation in team meetings, professional development opportunities, and open lines of communication with colleagues.
  • Conducted thorough research on borrower accounts to identify discrepancies and ensure accurate loan balances for reporting purposes.
  • Improved customer satisfaction ratings by addressing concerns promptly and providing clear explanations of complex loan terms.
  • Researched and updated industry knowledge on changing legislation and regulations.
  • Supervised loan personnel and motivated to maintain customer service and performance standards.

Loan Servicing Specialist III

HomeTrust Bank
Asheville, NC
09 2015 - 03 2021
  • Payment processing and paid off requests
  • Comply with and staying abreast of all policies and procedures, federal and state laws applicable
  • Minimize credit and business risk
  • All servicing functions of escrow management including tax/insurance, analysis, Mi remittance and removal
  • Ensure all applicable loan documentation is uploaded to image repository system
  • Handle complex loans in nature ensuring all documentation is compliant
  • Correspondent Lending/Investor remittance and reporting
  • Indirect dealer reserves/chargebacks
  • Manage loan funding in accordance with Bank policies and procedures
  • Maintain and update critical loan data within the bank core systems
  • Create and process modifications, loan subordination, collateral release, and lien satisfactions
  • Respond to internal and external phone calls/emails regarding questions or requests

Personal Banker III

Suntrust Bank
Asheville, NC
03 2014 - 09 2015
  • Working with customers to establish new relationships, maintain and close accounts.
  • Promoting business by referring customers to appropriate departments for new services based on customer needs.
  • Performing intermediate duties and support related to branch operational activities and financial services.
  • Process applications for various lending products to meet customer needs.
  • Demonstrate quality customer service and displayed understanding of products and services to gain client loyalty.

Teller Manager

Florida Community Bank
Naples, FL
05 2011 - 03 2014
  • Ensured compliance with federal regulations and bank policies by conducting regular audits of teller transactions and cash drawers.
  • Pursued new retail and commercial account growth to enhance bank's market position.
  • Enhanced the overall customer experience with personalized service tailored to individual needs and preferences.
  • Collaborated with other banking departments to ensure seamless integration of products, services, and customer interactions across all touchpoints.
  • Maintained a high level of accuracy in transaction processing through rigorous attention to detail and adherence to established protocols.
  • Performed teller, personal banker and branch manager functions during high-volume business periods to offer expeditious service to customers.
  • Boosted sales of bank products and services by training tellers in effective cross-selling techniques.
  • Trained new employees in cash handling procedures, bank policies and federal and and state regulations to promote compliance with established standards.
  • Ensured a professional and welcoming atmosphere at all times by maintaining a clean, organized workspace and promoting adherence to dress code standards among staff members.
  • Prepared detailed reports on branch activities, performance metrics, and other relevant data for presentation to senior management during periodic review meetings.
  • Improved customer satisfaction by efficiently addressing and resolving account-related inquiries.
  • Increased employee retention by providing ongoing coaching, feedback, and professional development opportunities for teller staff.
  • Interviewed and hired teller candidates to promote adequate staff coverage during operating hours.
  • Established internal audit procedures to validate and improve accuracy of financial reporting.
  • Complied with established internal controls and policies.

Teller Manager

Wachovia/Wells Fargo Bank
Naples, FL
05 2008 - 01 2011
  • Oversee all teller activities, cash balances, maintain accurate records of logs and currency accounts.
  • Assisting the branch manager in motivating the financial center team towards sales and service goals.
  • Trained new employees in cash handling procedures, bank policies and federal/state regulations to promote compliance with established standards.
  • Conducted interviews/hired new employees to maintain adequate staffing and branch customer volume.
  • Ensured compliance with federal regulations and bank policies by conducting regular audits of teller transactions and cash drawers.
  • Ensured a professional and welcoming atmosphere at all times by maintaining a clean, organized workspace and promoting adherence to dress code standards among staff members.
  • Enhanced branch security by implementing strict cash handling procedures and monitoring staff adherence to guidelines.

Education

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Arkansas Tech University
Russellville, AR
May.2003

Skills

  • Reporting and analysis
  • Product tests
  • Training and Development
  • Multitasking Abilities
  • Flexible and Adaptable
  • Critical Thinking
  • Written Communication
  • MS Office
  • Self-Motivated
  • Active Listening
  • Dependable and Responsible
  • Problem-Solving
  • Attention to Detail

Additional Information

  • Authorized to work in the US for any employer; looking to relocate.

Accomplishments

  • Enhanced testing procedures for more accurate results, leading to fewer defects in production enviornment.
  • Collaborated with production teams to address and resolve identified issues, reducing overall loan exceptions.
  • Established clear communication channels between departments to facilitate timely resolution of quality concerns.
  • Sampled products to verify compliance with standards.
  • Mentored junior team members on quality control techniques and methodologies, fostering a culture of continuous learning and growth within the department

Timeline

Cons Loan Quality Control & Assurance Specialist

HomeTrust Bank
07 2024 - Current

Loan Servicing Assistant Mgr

HomeTrust Bank
03 2021 - 07 2024

Loan Servicing Specialist III

HomeTrust Bank
09 2015 - 03 2021

Personal Banker III

Suntrust Bank
03 2014 - 09 2015

Teller Manager

Florida Community Bank
05 2011 - 03 2014

Teller Manager

Wachovia/Wells Fargo Bank
05 2008 - 01 2011

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Arkansas Tech University

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Stephanie Robertson