Summary
Overview
Work History
Education
Skills
Additional Information
Accomplishments
Timeline
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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.

Overview

Work History

Cons Loan Quality Control & Assurance Specialist

HomeTrust Bank
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
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
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
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
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
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