Katharine Gallegos
Whittier,CA
Summary
Versatile loan processing professional specializing in customer service and bank standards. Excellent communicator and decision maker with a strong eye for detail and a proactive nature. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
32
32
years of professional experience
Work History
Real Estate Loan Processor
American First Credit Union
2013.01 - Current
- Collaborated with Loan Officers to provide time accurate service for clients throughout entire mortgage process.
- In person/telephone customers pertaining to resolving transactions issues.
- Communicated with originator and applicant concerning progress of loan file.
- Resolve any issues dealing with underwriting departments.
- Oversee loan submission package from beginning to end.
- Analyzed and research borrower credit reports/income statements for accuracy.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Prepared file for final clear-to-close by branch management.
- Maintained accurate records of loan processing activities and documents in CRM system.
Property Manager
Property Owners
2005.12 - Current
- Respond to complaints in timely manner with resolution for tenants.
- Analyze any business services such as county and city permits, insurance policies and enforce necessary county and city regulation.
- Review contract bids and financial budgets.
- Monitor progress of construction and maintenance projects.
- Communicate with individuals in charge of project update, delays, and any project changes that may occur.
- Verify tenant income, assets, financial expenses, complete file tracking sheet for each potential applicant/tenant.
- Monitor tenant behavior and implement corrective action to maintain lawful order in assigned properties. Coordinate any necessary legal action with counsel to resolve tenant disputes.
- Oversee and complete eviction process.
- Collect and maintain careful records of rental payments and payment dates.
- Contract and communicate with law enforcement when needed to sustain healthy and safe property utilization.
- Maintain original leases and any annual renewal document.
Branch Member Service Associate/ Vault Teller
American First Credit Union
2008.01 - 2013.01
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Processed customers' deposits, transfers and cash withdrawals.
- Managed branch vault and cash supply to keep appropriate level of currency on hand.
- Handled customers' complaints to restore satisfaction and maintain loyalty to branch.
- Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs.
- Built trusting relationships with members by offering sound financial advice and personalized service.
- Cross-sold products such as consumer loans by listening to customers and understanding needs and taught staff to implement similar processes in every interaction.
- Helped customers effectively navigate bank technology such as kiosks and mobile access to reduce common questions and unprofitable interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Handled various accounting transactions.
- Monitored and verified suspicious activity on customer accounts.
Call Center Supervisor
American First Credit Union
2002.01 - 2008.01
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised 25 CSRs in providing excellent customer service to our members..
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Developed process controls and metrics for daily management of call center.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Maintained up-to-date knowledge of products and services offered to customers.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Call Center Representative
American First Credit Union
1992.01 - 2002.01
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operation, policies and service.
Education
High School Diploma -
La Habra High School
La Habra, CASkills
- Gathering Appraisals
- Calyx Point
- Financial Document Review
- Critical Thinking
- Appraisal Verification
- Loan Paperwork
- Processing Procedures
- Desktop Underwriter
- Customer Interaction
- Microsoft Office
- Bank Secrecy Act
- Income Verification
- Credit Bureau Contact
- Office 365
- PowerPoint
- Outlook
- Zoom
- Teams
Timeline
Real Estate Loan Processor
American First Credit Union
2013.01 - Current
Branch Member Service Associate/ Vault Teller
American First Credit Union
2008.01 - 2013.01
Property Manager
Property Owners
2005.12 - Current
Call Center Supervisor
American First Credit Union
2002.01 - 2008.01
Call Center Representative
American First Credit Union
1992.01 - 2002.01
High School Diploma -
La Habra High School
Similar Profiles
Khoa NguyenKhoa Nguyen
Marketing Intern at American First Credit UnionMarketing Intern at American First Credit Union
Anjelica HernandezAnjelica Hernandez
Bilingual Contact Center Lead at American First Credit UnionBilingual Contact Center Lead at American First Credit Union
Damien L. HarrisDamien L. Harris
Senior Branch Manager at American 1 Credit UnionSenior Branch Manager at American 1 Credit Union