Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
01.2013 - 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
12.2005 - 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
01.2008 - 01.2013
  • 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
01.2002 - 01.2008
  • 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
01.1992 - 01.2002
  • 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, CA

Skills

  • 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
01.2013 - Current

Branch Member Service Associate/ Vault Teller

American First Credit Union
01.2008 - 01.2013

Property Manager

Property Owners
12.2005 - Current

Call Center Supervisor

American First Credit Union
01.2002 - 01.2008

Call Center Representative

American First Credit Union
01.1992 - 01.2002

High School Diploma -

La Habra High School

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Katharine Gallegos