Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kayla Stevens

Sandyville,WV

Summary

Proven Loan Operations Specialist from United Bank, Inc, adept in credit analysis and software application proficiency, significantly enhanced loan processing efficiency. Skilled in conflict resolution, I surpassed performance targets through meticulous attention to detail and workflow coordination, ensuring regulatory compliance and risk assessment excellence. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

13
13
years of professional experience

Work History

Loan Operations Specialist

United Bank, Inc
10.2020 - Current
  • Collaborated cross-functionally with underwriting, credit risk management, and sales teams to expedite the loan process.
  • Daily balancing of all financial transactions
  • Operated all Microsoft platforms (i.e. Outlook, excel, etc.)
  • Created spreadsheets on Microsoft excel to ease the process of completing a project.
  • Maintained strict confidentiality of sensitive client information in accordance with company guidelines and applicable regulations throughout all stages of the loan process.
  • Processed Floorplans. Floorplans deal with multiple Dealerships (Car, RV, Mobile home). I keep track of their inventory and process transactions and payoffs, along with many other requests I may receive via email.
  • Facilitated smooth transitions during mergers or acquisitions, integrating new loans into existing systems seamlessly while maintaining high levels of customer service for affected clients.
  • Verification of the work done by others within my department.
  • Utilizing the printer, as well as scanning documents and/or making copies.
  • Expedited loan approval processes by promptly gathering necessary documents from applicants and verifying their accuracy and completeness.
  • Enhanced operational efficiency by contributing to the development and implementation of procedural improvements within the loan operations department.
  • Served as a resource for colleagues by providing guidance on complex loan scenarios or unique borrower situations that required specialized knowledge or expertise.
  • Supported risk management initiatives by conducting regular reviews of existing loans and identifying potential areas of concern or noncompliance.
  • Streamlined loan processing by implementing efficient workflow procedures and utilizing industry-specific software.
  • Contributed to team goals by consistently surpassing individual performance targets related to loan processing volume, accuracy, and timeliness.
  • Reconciled discrepancies in financial data between internal systems and external sources as needed to maintain data integrity throughout the entire operation process.
  • Maintained accurate records of all transactions, keeping detailed logs for audit purposes and regulatory reporting requirements.
  • Managed a diverse portfolio of loans, ensuring compliance with federal regulations and company policies.
  • Coordinated efforts among multiple departments involved in the loan process to resolve any issues that arose during application or funding stages efficiently.
  • Kept abreast of industry trends and regulatory changes to ensure continued compliance with evolving guidelines within the lending landscape.
  • Reduced errors in loan documentation through meticulous attention to detail and thorough review processes.
  • Provided training and mentoring to new team members, helping them quickly acclimate to their roles and contribute effectively within the loan operations department.
  • Continually evaluated and updated departmental policies to reflect changing regulatory requirements, ensuring ongoing adherence to industry best practices.
  • Evaluated loan requests and documents to verify accuracy and completeness.
  • Monitored pipelines to track and log status of loans.

Loan Operations Associate

United Bank, Inc
02.2020 - 10.2020
  • Worked varied hours to meet seasonal and business needs.
  • Scanned all paper work into the system at days end.
  • Daily balancing of all financial transactions.
  • Processed mail by posting payments, updating any customer address information upon request.
  • Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
  • Completing projects by the deadline
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
  • Account maintenance for all loan products (i.e. performing calculations to correct prior payments or bills, waiving fees, etc.)
  • Utilizing all microsoft products (i.e. Word, Excel, Outlook, etc)
  • Managed customer relations through communication and helpful interactions.
  • Identified customer needs and wants to enhance customer experiences and boost sales.
  • Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
  • Trained and mentored junior staff on customer service strategies and techniques.
  • Issued checks then mailed to customers for any refunds or overpayments on their account within a timely manner.
  • Created solutions for customers to satisfy specific needs, quality and budget.
  • Developed and implemented strategies to increase customer satisfaction and engagement.
  • Analyzed customer data to identify trends and anticipate customer needs.
  • Enhanced team productivity by streamlining communication and implementing efficient project management tools.
  • Played an integral role in launching successful projects by coordinating tasks among team members while adhering closely to established timelines and budgets.
  • Implemented data-driven decision-making strategies, improving overall business performance.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Engaged in friendly conversation with customer to better uncover individual needs.

Loan Operations Representative

Telhio Credit Union Inc.
10.2017 - 02.2020
  • Skillfully navigated complex transactions involving multiple parties, ensuring smooth coordination from start to finish.
  • Received and processed legal documentation such as subpoenas and garnishments.
  • Provided exceptional support to customers by answering inquiries regarding their loans and offering tailored solutions when necessary.
  • Daily balancing of all financial transactions.
  • Processed all mail received (i.e. change of address requests, payments, payoffs, account closures)
  • Recommended ways to complete projects in a timely manner and then assigned out as discussed to meet deadlines.
  • Assisted in the development of new policies and procedures, improving overall departmental productivity.
  • Reduced processing times, ensuring compliance with federal regulations and company guidelines during loan origination.
  • Reworking customers payment history to determine any overpayment or to correct a payment.
  • Issuing a check to the customer via mail for any overpayment/refund.
  • Contributed to departmental success by consistently meeting or exceeding performance metrics in quality assurance reviews.
  • Processing of mobile deposits daily to determine legitimacy of a check, then either approving or denying
  • Fostered a collaborative team environment, working closely with colleagues across departments to achieve common goals.
  • Creating procedures for tasks performed throughout the company.
  • Managed a diverse portfolio of loans while maintaining strict adherence to regulatory requirements and company guidelines.
  • Participated in ongoing training programs to stay current on industry trends, regulatory changes, and best practices for loan operations professionals.
  • Streamlined loan processing by meticulously reviewing and verifying essential documentation.
  • Identified opportunities for process improvements, implementing changes that led to increased efficiency and reduced errors.
  • Maintained a high level of accuracy in data entry, contributing to overall operational efficiency.
  • Enhanced customer satisfaction by providing timely and accurate updates on loan status.
  • Demonstrated versatility by handling a diverse range of loan products, adapting to new requirements quickly and efficiently.
  • Maintained strict confidentiality of bank records and client information.
  • Assisted customers in understanding loan terms and conditions to make informed decisions.
  • Explained very technical financial information to applicants in easy to understand language.

Teller

Telhio Credit Union Inc.
04.2017 - 10.2017
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Processed customer transactions promptly, minimizing wait times.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Assisted customers with account inquiries, resolving issues promptly and professionally.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Improved customer satisfaction by providing efficient and accurate transaction processing.
  • Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
  • Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
  • Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
  • Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
  • Educated customers on use of banking website and mobile apps.
  • Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
  • Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
  • Followed up on customer complaints and provided solutions to enhance customer satisfaction.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Provided training to new tellers on bank procedures, systems, and customer service best practices.
  • Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
  • Collaborated effectively with other departments as needed to resolve outstanding issues or complete complex tasks for customers.
  • Assisted with training of new tellers on policies and procedures.
  • Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
  • Conducted regular self-assessments of performance to identify areas for growth or improvement within the role of a Teller.
  • Played an active role in community events and initiatives on behalf of the bank, promoting our commitment to local engagement.
  • Maintained friendly and professional customer interactions.
  • Executed wire transfers, stop payments and account transfers.
  • Handled various accounting transactions.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Referred customers to other banking departments for specialized services.
  • Monitored and verified suspicious activity on customer accounts.
  • Cross-sold credit cards, loans and other bank products.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Educated customers on online banking and mobile banking applications.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.
  • Processed applications for new accounts.
  • Received loan and utility payments, sending funds to correct destinations.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Trained new hires on customer service policies and procedures.
  • Calculated fees due, interest and change for customer transactions.
  • Auditing of vault, as well as Financial Transaction Machines.

Teller

WesBanco Bank, Inc
10.2012 - 01.2016
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed customer transactions promptly, minimizing wait times.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Assisted customers with account inquiries, resolving issues promptly and professionally.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Improved customer satisfaction by providing efficient and accurate transaction processing.
  • Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
  • Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
  • Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
  • Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
  • Educated customers on use of banking website and mobile apps.
  • Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
  • Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
  • Followed up on customer complaints and provided solutions to enhance customer satisfaction.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Provided training to new tellers on bank procedures, systems, and customer service best practices.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
  • Collaborated effectively with other departments as needed to resolve outstanding issues or complete complex tasks for customers.
  • Assisted with training of new tellers on policies and procedures.
  • Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
  • Conducted regular self-assessments of performance to identify areas for growth or improvement within the role of a Teller.
  • Played an active role in community events and initiatives on behalf of the bank, promoting our commitment to local engagement.
  • Maintained friendly and professional customer interactions.
  • Assisted customers with banking needs and inquiries.
  • Executed stop payments and account transfers.
  • Handled various accounting transactions.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Referred customers to other banking departments for specialized services.
  • Monitored and verified suspicious activity on customer accounts.
  • Cross-sold credit cards, loans and other bank products.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Educated customers on online banking and mobile banking applications.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Received loan and utility payments, sending funds to correct destinations.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Trained new hires on customer service policies and procedures.
  • Calculated fees due, interest and change for customer transactions.
  • Generated monthly reports on customer activity and customer feedback.
  • Conducting an audit on the vault as well as all monetary machines within the business.

Retail Pharmacy Technician

CVS Pharmacy
12.2011 - 09.2012
  • Managed high-stress situations calmly under pressure while prioritizing time-sensitive tasks to maintain seamless pharmacy operations amid unexpected challenges.
  • Provided compassionate patient care by listening attentively to customers'' needs while respecting their privacy rights regarding sensitive medical information.
  • Maintained a clean and organized work environment to optimize workflow and ensure compliance with safety regulations.
  • Trained new pharmacy technicians in proper procedures, policies, and best practices to enhance their job performance and ensure consistency across the team.
  • Utilized state-of-the-art computer systems and pharmacy software to optimize the prescription filling process, ensuring accuracy and efficiency.
  • Assisted in inventory management tasks, including ordering medications, restocking shelves, and conducting regular audits to minimize discrepancies and prevent stockouts.
  • Expedited wait times for patients by effectively multitasking among various responsibilities such as handling phone inquiries or greeting walk-in customers without compromising accuracy or quality of service.
  • Supported pharmacy operations by preparing medication labels, packaging medications, and assembling daily dosage packs for patients.
  • Reduced medication errors by carefully verifying prescription details, checking for drug interactions, and consulting with pharmacists as needed.
  • Continuously updated professional knowledge by participating in relevant training courses, workshops, or seminars to remain current on industry trends and best practices.
  • Increased overall efficiency of the pharmacy by assisting with administrative tasks such as filing insurance claims, scheduling appointments, or processing payments as needed.
  • Promoted customer loyalty by addressing concerns promptly and offering knowledgeable advice on over-the-counter products when appropriate.
  • Streamlined daily workflow processes through effective communication with pharmacists and other staff members to ensure accurate prescription fulfillment.
  • Facilitated smooth transitions between shifts by properly documenting completed tasks and updating colleagues on any pending issues during shift handovers.
  • Enhanced pharmacy efficiency by accurately entering prescription information into the system and maintaining up-to-date patient records.
  • Conducted regular inspections of pharmacy equipment, promptly reporting any malfunctions or issues to management to minimize downtime.
  • Improved patient satisfaction by providing exceptional customer service and efficiently filling prescriptions.
  • Monitored medication storage conditions, maintaining optimal temperature ranges to preserve drug integrity and ensure patient safety.
  • Collaborated with healthcare team members to provide optimal patient care by sharing valuable information on medication usage and side effects.
  • Collected co-payments or full payments from customers.
  • Entered and processed patients' prescriptions into internal system.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
  • Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
  • Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Maintained proper drug storage procedures, registries, and records for controlled drugs.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Counted and labeled prescriptions with correct item and quantity.
  • Counseled customers on medications, appropriate dosage and potential side effects.
  • Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
  • Counted, measured and compounded medications following standard procedures.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Managed opening and closing duties for pharmacy.
  • Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
  • Set up and modified patient profiles to include current medications and insurance details.
  • Located and measured medications according to prescription information, making modifications as instructed by pharmacists and providers.
  • Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
  • Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects, and specified use.
  • Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
  • Precisely measured and combined ingredients to deliver scrupulous formulation on customer compound prescription orders.
  • Resolved third-party billing, computer system and customer service issues.
  • Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products.
  • Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies.

Education

No Degree - Nursing

Washington State Community College
Marietta

No Degree - Nursing

West Virginia University of Parkersburg
Parkersburg

No Degree - Nursing

Hocking College
Nelsonville, OH

High School Diploma -

Southern High School
Racine, OH
05.2010

Skills

  • Strong attention to detail
  • Loan Closing Procedures
  • Software application proficiency
  • Credit Analysis Proficiency
  • Regulatory Compliance Awareness
  • Risk Assessment Abilities
  • Conflict resolution techniques
  • Financial statement analysis
  • Loan processing knowledge
  • Quality control measures
  • Loan Modification Experience
  • Workflow Coordination Capabilities

Timeline

Loan Operations Specialist

United Bank, Inc
10.2020 - Current

Loan Operations Associate

United Bank, Inc
02.2020 - 10.2020

Loan Operations Representative

Telhio Credit Union Inc.
10.2017 - 02.2020

Teller

Telhio Credit Union Inc.
04.2017 - 10.2017

Teller

WesBanco Bank, Inc
10.2012 - 01.2016

Retail Pharmacy Technician

CVS Pharmacy
12.2011 - 09.2012

No Degree - Nursing

Washington State Community College

No Degree - Nursing

West Virginia University of Parkersburg

No Degree - Nursing

Hocking College

High School Diploma -

Southern High School

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Kayla Stevens