Encompass
Katherine Surrette
Loan Processor
Knoxville,TN
Summary
Offers nearly 20 years of customer related service experience across multiple industries, professional-minded and self-motivated. Extensive knowledge in various software programs associated with the mortgage industry, including proficiency with Encompass. Excellent verbal and written communication skills, strong organizational skills and time management. Solid work ethic and excels in problem-solving and critical thinking, whether working independently or as part of a team. Goal-oriented and thrives with deadlines & in fast-paced environments, adept customer service skills ensure exceptional client satisfaction. Readily adaptive to new technology and software, allowing to stay current in an ever-evolving professional landscape.
Overview
13
13
years of professional experience
Work History
Residential Mortgage Loan Processor
Home Federal Bank of Tennessee
01.2021 - Current
- Responsible for organization of files and confirming all required documentation is present for Underwriting procedures in accordance with Compliance Reg Z, C, B, & A, pre-Underwriting review of credit & assets
- Request various types of verifications; tax transcripts, flood certifications, VOE's, and any other documents needed to fulfill investor or in-house overlays & requirements
- Review & verify all borrower information & documents on the URLA/1003/application and address any omissions or issues
- Communicate w/ borrowers via email & phone to gather required documents as needed, clarify information & address any concerns or questions effectively
- Collaborates with Loan Officers, Underwriters & Closers to provide timely, accurate service for clients throughout entire mortgage process.
- Received on-going, comprehensive training on home loan products and mortgage process, as well as CFPB & BSA guidelines
- Handled any conditions sent from underwriting department once submitted for final approval
Bank Teller
Home Federal Bank of Tennessee
01.2019 - 01.2021
- Learned about customer's financial needs by establishing trust, using interpersonal communication and optimized opportunities resulting in quality customer service.
- Utilized strong mathematical skills, attention to detail, and knowledge of proper cash handling procedures
- Assisted with various associated industry reports, as well as ledger balancing and customer information maintenance.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Customer Account Representative
GC Services, for Credit One Bank
01.2018 - 01.2019
- Performed collections in a call center environment on past due credit card accounts for Credit One Bank, while maintaining exemplary customer service with card members and build customer relationships
- Worked with customers to develop repayment plans & options while adhering to regulations of the Credit Consumer Protection Agency (CCPA) & the Fair Debt Collection Practice Act (FDCPA).
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Kept detailed records of customer interactions for optimal traceability & Quality Control
Secondary Marketing Analyst
Mortgage Investors Group, Lock Desk Supervisor
01.2013 - 01.2017
- Responsible for publishing and maintaining the company's daily rate sheets; based on market changes or updates from Investors to LLPA's and internal updates for optimal company pricing
- Working knowledge of investor policies & guidelines as well as regular communication with investors to keep non-purchased pipelines maintained
- Registered loans with the investors & kept up with extensions in order to keep the file's price from expiring until sold out of the pipeline
- Regular communication with Loan Officers, their Assistants & Processors in order to help them secure rate locks; completed lock change requests, sometimes 40-60 per day, throughout the application process until the loan closed
- Held the Supervisor Position from June 2015 until June 2017, managing & training up to 4 employees at one time
- Generated Secondary pipeline reports to support development and growth of the company
- Managed the Best Effort pipeline with various investors, for direct sale of loans that did not go into the rate pool
Inventory Control Specialist: Collateral Desk
Mortgage Investors Group, Post Closing Dept.
01.2012 - 01.2013
- Responsible for all aspects of daily collateral delivery across various banks, including follow up to confirm delivery of packages shipped the prior business day, and then addressing any issues noted by bank
- Generated, managed, and distributed a variety of reports within the company's loan status tracking system to assist with timeline management for all active loans
- Monitored & maintained the imaging system (Image Flow/Avista), detecting patterns within the system and identifying possible hardware issues to address and eliminate future occurrences
- Developed and implemented training processes to encompass all responsibilities associated with the Collateral Desk for new staff training purposes.
- Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
Education
Some College (No Degree) - English & Paralegal Studies
PSTCC
Knoxville, TNSome College (No Degree) - Network Engineering & IT Support
Virginia College
Knoxville, TNSkills
- Proficient in Encompass, Microsoft Office Suite, Outlook, Google Docs, Sharefile, Mortgagebot & more
- Phone Etiquette & Call Center Experience
- Teamwork and Collaboration
- Dedicated Work Ethic
- Stringent Attention to Detail & Analytical Thinker
- Excellent Customer Service & Communication
- Underwriting Knowledge
- Document Review, Data Entry & 40wpm typing
- Financial Data Analysis & Credit Evaluation
Timeline
Residential Mortgage Loan Processor
Home Federal Bank of Tennessee
01.2021 - Current
Bank Teller
Home Federal Bank of Tennessee
01.2019 - 01.2021
Customer Account Representative
GC Services, for Credit One Bank
01.2018 - 01.2019
Secondary Marketing Analyst
Mortgage Investors Group, Lock Desk Supervisor
01.2013 - 01.2017
Inventory Control Specialist: Collateral Desk
Mortgage Investors Group, Post Closing Dept.
01.2012 - 01.2013
Some College (No Degree) - English & Paralegal Studies
PSTCC
Some College (No Degree) - Network Engineering & IT Support
Virginia College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Microsoft Office Suite
Google Docs, Sheets, Meet & Slides
Mortgagebot/PCLender
Avista/Image Flow
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