Katherine Neely
Wichita Falls,TX
Summary
Skilled Mortgage Loan Servicing Representative with thorough understanding of loan servicing operations and practices. Possess strong interpersonal skills, ability to multi-task, and knowledge of mortgage industry regulations. Demonstrated history of successful customer service in previous roles, ensuring timely resolution of inquiries and issues. Known for accuracy, efficiency and consistent adherence to strict compliance guidelines.
Overview
31
31
years of professional experience
Work History
Mortgage Loan Servicing Representative
First Bank of Wichita Falls
Wichita Falls, Tx
03.2018 - 08.2024
- Process mortgage payments and apply them to customer accounts.
- Assist customers with inquiries regarding loan servicing and account details.
- Review and update customer information in the loan servicing database.
- Verifying
- Maintain accurate records of loan modifications and payment plans.
- Monitor loan accounts for compliance with regulatory guidelines
- Verified accuracy of data entered into computer systems.
- Investigated and resolved customer complaints regarding loan servicing issues.
- Maintained detailed records of all loan servicing activities.
- Performed customer service activities related to loan servicing inquiries.
- Processed loan payments, escrow accounts, and other financial transactions.
- Processed requests for payoffs.
- Processed payoffs, releases, and curtailments for loans.
- Verified newly-loaded consumer, mortgage and commercial loans against established standards.
Customer Service Representative
First State Bank
New Braunfels, Texas
08.2006 - 08.2007
- Handle all the duties of a New Accounts department.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer.
- Maintained compliance with bank policies and regulatory standards.
- Maintained confidentiality of all customer records and information according to company policies.
- Verified customers' identification to ensure compliance with laws and
- Ordered checks, placed stop payment orders and conducted additional special
- Assisted customers in opening new accounts and completing require.
- Processed wire transfers for customers both domestically.
Teller/ New Accounts and Assistant to VP
Alva State Bank and Trust
Alva, Oklahoma
01.1994 - 08.2003
- Maintained accurate records of vault inventory and cash levels.
- Assisted in balancing the vault at the end of each shift.
- Ensured compliance with security protocols during cash handling.
- Supported customer inquiries regarding account balances and transactions.
- Utilized banking software for transaction processing and reporting.
- Reported discrepancies in cash or inventory to management promptly.
- Adhered to bank policies and procedures regarding safety, security, privacy and confidentiality regulations.
- Performed daily reconciliation of vault funds and reported any irregularities to management.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Maintained accurate teller drawer using high attention to detail while handling customer bank transactions.
- Ordered and disbursed coin and currency to keep vault balanced and supply branches, banks and customers.
Education
Some College (No Degree) - Agronomy And Crop Science
Oklahoma State University
Stillwater, OKSome College (No Degree) - Education
Northeast Lakeview College
Universal City, TXSkills
- Loan processing
- Regulatory compliance
- Document verification
- Customer account management
- Financial transaction processing
- Customer relationship management
- Complaint resolution
- Attention to detail
- Effective communication
- Problem solving
- Time management
- Conflict resolution
- Client confidentiality practices
- Loan document review
Timeline
Mortgage Loan Servicing Representative
First Bank of Wichita Falls
03.2018 - 08.2024
Customer Service Representative
First State Bank
08.2006 - 08.2007
Teller/ New Accounts and Assistant to VP
Alva State Bank and Trust
01.1994 - 08.2003
Some College (No Degree) - Agronomy And Crop Science
Oklahoma State University
Some College (No Degree) - Education
Northeast Lakeview College