Katherine Neely
(830) 832-2197
Wichita Falls,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
31
31
years of professional experience
Work History
Mortgage Servicing Specialist
First Bsnk
03.2018 - 08.2024
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
- Maintained high standards of service in communications with mortgage-related entities.
- Enhanced loan servicing processes by implementing efficient workflow systems and streamlining communication channels.
- Played a critical role in reducing company exposure to financial risk by meticulously reviewing loan documentation for any potential inconsistencies or signs of fraud.
- Conducted comprehensive audits of mortgage files, identifying discrepancies and rectifying errors in a timely fashion.
- Maintained detailed records of borrower communications within the loan servicing system for easy retrieval during internal or external audits or reviews.
- Supported the development of new policies and procedures for loan servicing, incorporating input from key stakeholders and regulatory authorities.
- Leveraged advanced knowledge of mortgage servicing systems and software applications to quickly adapt to changing industry standards and best practices.
- Contributed to loss mitigation efforts by diligently monitoring payment activity, tracking delinquent accounts, and initiating appropriate follow-up actions when necessary.
Softlines Merchandiser
Target Logistics
10.2015 - 04.2017
- Operated cash register to process customer transactions.
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Built lasting relationships with customers through personalized recommendations based on their preferences and needs.
- Supported loss prevention efforts through vigilant monitoring of store activities and timely reporting of suspicious behavior.
- Supported company initiatives and promotions by actively engaging with customers and highlighting current sales, discounts, and loyalty programs.
- Participated in regular training sessions to stay updated on product offerings and company policies.
- Participated in seasonal floor set updates, contributing to a fresh shopping environment for customers while maintaining brand guidelines.
- Collaborated with team members to maintain an organized, clean, and visually appealing sales floor.
- Completed daily task lists efficiently while prioritizing urgent items as necessary for optimal store performance.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Enhanced customer satisfaction by providing personalized assistance and product recommendations.
- Assisted customers with prompt and polite support in-person and via telephone.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Hallmark
Walgreens
08.2008 - 06.2009
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Service Representative
State Bank Gruene Tx
08.2006 - 09.2007
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Delivered prompt service to prioritize customer needs.
Teller/CSR
Alva State Bank and Trust
01.1994 - 08.2003
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Handled various accounting transactions.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Reinforced customer trust by providing accurate account information and transaction confirmations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Education
Midwestern State University
Wichita Falls, TXAgronomy And Crop Science
Oklahoma State University
Stillwater, OKEducation
Northeast Lakeview College
Universal City, TXSkills
- Problem resolution
- Microsoft office
- Document review
- Policy adherence
- Time management
- Customer service
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Customer service-focused
- Organizational skills
- Data entry
- Self motivation
- Complaint handling
- Professionalism
- Loan file maintenance