Grady Houston
Cincinnati,OH
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Deadline-oriented Mortgage Loan Closer with proven history of poise and patience working closely with range of different personalities. Critical thinker with eye for checking important mortgage documents for accuracy. Highly proficient professional with a background managing mortgage loans for quick closing schedules. A driven Mortgage Loan Closer promoting exemplary talents in mentoring junior staff members, coordinating document delivery and assessing insurance certifications.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Owner and Operator
Riverside Media Broadcasting LLC
12.2018 - Current
- Managed day-to-day business operations.
- Conducted target market research to discover customer needs and analyze competitor trends.
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
- Generated revenues yearly and effectively capitalized on industry growth.
- Handled external communications with media and public relations professionals.
- Developed advertising strategies and converted ideas into concrete tasks and delegating tasks to appropriate individuals and departments.
- Collected information about kinds of audiences targeted by different media and approximate size each group.
- Developed campaigns, led design and tracked results.
Mortgage Loan Closer / Quality Control
Nations
12.2020 - 11.2022
- Communicated closely with inter-company staff members to promote quick and effective loan workflow.
- Prepared all paperwork for loan package and arranged final closing meeting.
- Provided highest level of service and support to customers, closing agents and realtors.
- Reviewed mortgage documents for accuracy, which included title abstract and insurance forms.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Checked loan documents for accuracy prior to closing.
- Reviewed loan files and updated to match current standards.
- Worked with underwriters to fix application problems and resolve issues.
- Fielded customer complaints and provided solutions.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
Mortgage Loan Closer/Funder
Fifth Third Bank
12.2018 - 12.2020
- Communicated closely with inter-company staff members to promote quick and effective loan workflow.
- Prepared all paperwork for loan package and arranged final closing meeting.
- Provided highest level of service and support to customers, closing agents and realtors.
- Reviewed mortgage documents for accuracy, which included title abstract and insurance forms.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Checked loan documents for accuracy prior to closing.
- Reviewed loan files and updated to match current standards.
- Worked with underwriters to fix application problems and resolve issues.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
Customer Care Specialist
Fifth Third Bank
01.2016 - 12.2018
- Took ownership of customers issues to follow problems through to resolution.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Directed customers to appropriate departments for additional support.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Responded to customer inquiries via phone, email and web-based platforms.
- Accurately tracked and recorded customer interactions in CRM platform.
- Kept accurate records to document service actions and discussions.
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Requested escalation for unresolved issues.
Quality Assurance Analyst
Fifth Third Bank
01.2014 - 12.2016
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Organized and maintained work environment to allow for maximum productivity.
- Fixed identified issues to improve workflows.
- Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership.
- Fixed identified issues to increase productivity and boost workflows.
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
- Adhered to standardized software quality assurance best practices, policies and processes.
- Participated in requirements and used case reviews.
- Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
- Created and achieved product quality objectives and met product specifications.
- Wrote and maintained detailed internal documentation on developed systems.
Homeowners Assistance Counselor
Fifth Third Bank
10.2012 - 01.2014
- Promoted expeditiously for excelling in risk management, quality and control management, mitigating business loss, effective creation and implantation of policies and procedures in addition to training and developing employees, teamwork, customer satisfaction and case management
- Notable achievements are:
- Recruited to the Customer Care Department to help create, develop and implement Quality Management and Control procedures
- Promoted to the Quality Assurance Department for exceeding department goals in addition to excelling in quality assurance and mitigating losses for the bank and bank investors
- Recognized for training new hires, overseeing progress of employee development and the assignment of special projects by management
- Received Above and Beyond Award for Excellence
- Received multiple Spirit of the Pin & R.O.C.K.S Awards
- Career Empowerment Program Graduate
Student Loan Counselor, Collector & Portfolio Manager
General Revenue Corp
01.2010 - 10.2012
- Promoted to the head of the NELA (National Education Loan Association) funding team for excelling in case management, customer satisfaction and mitigating losses
- Recognized in Quality Assurance, Quality Control and mitigating losses for the
- Department of Education
- Recognized for surpassing monthly goals.
Lead Project Coordinator
FedEx Office
01.2006 - 12.2009
- Promoted from Shipping Specialist to Lead Project Coordinator for excelling in project management and customer satisfaction
- Received Purple Promise Award for Excellence in Customer Service from CEO of FedEx and direct Management team.
Education
Associate of Applied Science - Business Management Technology
Miami University
Oxford, OH12.2015
Skills
- Analytical and Critical Thinker
- Coaching and Mentoring
- Staff Management
- Risk and Mitigation Analysis
- Management Team Leadership
- File & Case Management
- Business Management, Process & Procedures Development
- Auditing & Reporting
- Portfolio management
- Quality Assurance & Control Management
- Employee Training, Development and Leadership
- Cybersecurity
- Network security
- Network Security & Database Vulnerabilities
Certification
- Cybersecurity Analyst, IBM - 2022
Timeline
Mortgage Loan Closer / Quality Control
Nations
12.2020 - 11.2022
Owner and Operator
Riverside Media Broadcasting LLC
12.2018 - Current
Mortgage Loan Closer/Funder
Fifth Third Bank
12.2018 - 12.2020
Customer Care Specialist
Fifth Third Bank
01.2016 - 12.2018
Quality Assurance Analyst
Fifth Third Bank
01.2014 - 12.2016
Homeowners Assistance Counselor
Fifth Third Bank
10.2012 - 01.2014
Student Loan Counselor, Collector & Portfolio Manager
General Revenue Corp
01.2010 - 10.2012
Lead Project Coordinator
FedEx Office
01.2006 - 12.2009
Associate of Applied Science - Business Management Technology
Miami University
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