Emily MacKenzie
Tulsa,OK
Summary
Knowledgeable Mortgage Loan Officer with proven history in managing mortgage loan applications. Supporting clients with knowledgeable counseling and support through all processes. Match applicants to correct products based on financial eligibility and risk levels. Meticulous and analytical loan professional trained in diverse loan products and exhaustive approval processes. Educated about application requirements, financial histories and underwriting processes. Bring in new business with creative promotions and expert customer service.
Overview
15
15
years of professional experience
Work History
Mortgage Loan Officer
United Services Automobile Association, USAA
Tampa, FL
10.2019 - Current
- Educated valued customers about mortgage processes and documentation, including first-time homebuyers.
- Communicated with customers throughout loan process, assisting with questions, and explaining additional requirements.
- Tracked daily loan progress, proactively addressing potential issues impacting close date.
- Delivered exceptional customer service by exceeding expectations through timely follow-up communication with customers.
- Conducted pre-qualification assessments for potential borrowers to determine eligibility for various loan programs.
- Utilized customer relationship management CRM systems to manage client information efficiently while adhering to data privacy standards.
- Monitored changes in interest rates, housing market trends, economic indicators, and industry regulations that may impact business environment.
- Maintained high-quality service and supported accuracy, reviewing loan submissions to validate compliance with loan policies, laws and regulations.
Processing Account Manager
Merchant Payments Acceptance Corp LLC
St. Petersburg, FL
06.2013 - 09.2019
- Reviewed documents, files, transcripts and other records to assess compliance and potential risk
- Maintained effective working relationships with regulatory authorities, suppliers and customers
- Established clear vision for operations reporting and analytics, identifying key needs for reporting and analytic deliverables while driving development and continuous improvement of periodic reporting and analytics processes
- Engaged with collections, risk, and fraud teams, collaborating on implementation of collection strategies
- Maintained friendly and professional customer interactions
- Analyzed sales volume, retention and loss ratio trends to identify areas for improvement
Head Teller
Fifth Third Bank
Riverview,, FL
03.2011 - 04.2013
- Advised clients on mortgage, educational and personal loans
- Processed quarterly Vault and ATM audits with a zero error rate
- Gathered data and built financial models around key metrics
- Handled various accounting transactions
- Rapidly and efficiently prepared customer and ATM cash and change orders
- Enhanced the operational risk application to capture regulatory findings from agencies such as SEC and OCC
- Maintained friendly and professional customer interactions
- Collaborated with the compliance department to eliminate procedural errors and margin breaks.
Guest Relations Coordinator
Buca Di Beppo
Brandon, FL
05.2009 - 11.2015
- Supervised efforts of teams within 225 guest capacity restaurant, ensuring quality servicing of guests
- Coordinated team members with a focus on productivity, efficiency, and enhancing the customer experience
- Greeted and interacted positively with customers, promoting specials and providing information on key product offerings.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
Education
Associate of Arts - Accounting And Finance
Hillsborough Community College
Tampa, FLHigh School Diploma -
Lakewood High School
St. Petersburg, FL2003
Skills
- Residential mortgage lending regulations
- Goal-Oriented
- Strong communication skills
- Employee training and development
- Thrives in fast-paced environment
- Microsoft Office
- Automated Underwriting System (AUS)
Timeline
Mortgage Loan Officer
United Services Automobile Association, USAA
10.2019 - Current
Processing Account Manager
Merchant Payments Acceptance Corp LLC
06.2013 - 09.2019
Head Teller
Fifth Third Bank
03.2011 - 04.2013
Guest Relations Coordinator
Buca Di Beppo
05.2009 - 11.2015
Associate of Arts - Accounting And Finance
Hillsborough Community College
High School Diploma -
Lakewood High School