Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Holtan

Altoona,IA

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

17
17
years of professional experience

Work History

Senior Operations Processor

Wells Fargo Home Mortgage
10.2020 - Current
  • Oversee multiple centralized processing teams as a Team Lead and knowledge expert for purchase and refinance mortgage loans with emphasis on new construction, relocation, FHA, VA, Bond and DAP products
  • Analyze financial metrics, coordinate multiple tasks and distribute complex work daily including performance metrics and file assignment for multiple teams
  • Collaborate with colleagues to research, identify trends and causes and utilize problem solving for thorough resolution and consistent process implementation across teams
  • Provide coaching to team members to upskill and stay within regulatory compliance and help to mitigate risk to business by identifying trends and areas of opportunity
  • Develop best practices and communicate with other team members to make customer experience as smooth as possible.
  • Lead processing teams and small groups meetings with partners to create and strengthen business relationships and work through challenges that require additional analysis
  • Help lead team of processors to make sure daily tasks are completed and escalations are resolved in timely manner reducing number of complaints received on average from 60 to 44 per month which increased overall customer satisfaction
  • Train new hires and mentor, support and develop strong and motivated Mortgage Processors
  • Participate and lead leadership meetings and projects with all levels of management
  • Review and analyze loans as underwriting is completed to move loan forward
  • Exercise independent judgment while developing knowledge to understand function, policies, procedures, and compliance requirements
  • Participate in ongoing training to continue growing regulatory knowledge base

VA/Relocation Mortgage Processor

Wells Fargo Home Mortgage
10.2014 - 10.2020
  • Used leadership abilities to train new hires to help navigate system of record and manage large pipelines
  • Reviewed mortgage applications for accuracy and requested/obtained necessary documentation for underwriter review
  • Reviewed other team member loans to provide feedback ensuring all compliance and underwriting guidelines are met
  • Worked directly with Mortgage Consultants, Underwriters, Closing Specialists, Title Companies, Attorney, Relocation Coordinators, and Realtors to move loans toward completion
  • Participating in learning opportunities to better understand updated policies, procedures, and regulatory guidance for providing superior service to customers and all involved parties
  • Managed and prioritized pipeline 50+ loans and adjusted workflow for unexpected tasks in order to meet daily deadlines.

Loan Servicing Specialist

Wells Fargo Home Mortgage
06.2012 - 10.2014
  • Reviewed settlement statements and recorded documents to determine accuracy of fees based on approved supporting documentation with high need to pay attention to detail
  • Achieved high level of knowledge for specifics regions that are more complicated and partnered with attorneys and real estate settlement agents to resolve discrepancies or obtain documentation in timely manner
  • Assumed additional responsibility to assist struggling team members, including helping to train new hires
  • Reviewed Assignments of Mortgage to check for accuracy and completeness with high attention to detail.

Customer Service Representative 1

Wells Fargo Financial Retail Credit
06.2006 - 06.2012
  • Contacted external customers or merchants for identity confirmation or to obtain additional documentation to assist with underwriting decisions
  • Made and justified credit decisions based on customer information
  • Performed adjustments on customer accounts including correcting terms and fee waivers and research credit balance refunds for Canadian credit card accounts
  • Assisted multiple departments as needed to help with work volume
  • Researched daily report of transactions that could not be processed and determined how to resolve
  • Resolved complex and escalated inquiries and complaints from internal and external customers
  • Provided training on policies and procedures, new or enhanced services and/or procedural changes
  • Mentored less-experienced representatives on the spot and/or via telephone
  • Compiled daily service level reports for department to upper management while analyzing customer data and reporting trends
  • Acted as liaison between Client Processing and Risk Mitigation teams to investigate claims of merchants violating their business agreement.
  • Managed over 80 customer calls per day

Education

Bachelor of Arts - Communication Studies, General Business

Iowa State University
Ames, IA
05.

Skills

  • 2 years leadership experience
  • 5 years financial services industry experience
  • 5 years operational risk management
  • 5 years quality assurance and compliance
  • 5 years operations analysis experience
  • 5 years business operations, execution, and implementation
  • 15 years customer service experience
  • Tableau, CORE, NICE, OIB, ICMP, Supreme, FastData, Experian Fraud Tool, YOM, Arrow DQ, Arrow Loan, Proficient with MS Office, Excel, PowerPoint, Word, Outlook, MS Windows, SharePoint, OneNote
  • Experience with compliance and operational risk management, strong analytical skills with high attention to detail and accuracy, ability to take on high level of responsibility, initiative, and accountability

Timeline

Senior Operations Processor

Wells Fargo Home Mortgage
10.2020 - Current

VA/Relocation Mortgage Processor

Wells Fargo Home Mortgage
10.2014 - 10.2020

Loan Servicing Specialist

Wells Fargo Home Mortgage
06.2012 - 10.2014

Customer Service Representative 1

Wells Fargo Financial Retail Credit
06.2006 - 06.2012

Bachelor of Arts - Communication Studies, General Business

Iowa State University

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Kayla Holtan