Summary
Overview
Work History
Education
Skills
Timeline
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Kellie Porter

Kirkland,WA

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

15
15
years of professional experience

Work History

Staff Accountant/Loan Servicing Administrator

Intrust Funding
02.2022 - 12.2024
  • Serve as the primary loan servicing point of contact for borrowers, and effectively communicate with internal staff and third parties as well
  • Provide outstanding customer service to borrowers regarding loan servicing inquiries, account-related questions, payment issues and other concerns
  • Setup new loans in our loan servicing platform, accurately entering borrower information, loan terms and other relevant details
  • Monitor and manage loan servicing timelines for all loans in the portfolio, including borrower payment invoicing, extensions, etc
  • Create and send monthly payment invoices on all active loans in our portfolio, ensuring accuracy of payment amounts, late fees and other details
  • Process borrower payments, including recording payments received, applying payments to appropriate loan accounts and ensuring accuracy in payment application
  • Monitor all portfolio loan accounts for changes such as maturity date expirations, interest rate changes or borrower contact information updates, and updating the system accordingly
  • Monitor delinquent accounts within the portfolio, contact borrowers regarding missed payments and send late notices
  • Ensure compliance with internal and bank policies regarding missed payments and loan default process
  • Reconcile loan accounts regularly in our loan system and Quickbooks, to ensure accuracy in balances and payments received
  • Generate and prepare various portfolio reports, payment histories and account status summaries for management
  • Assist Portfolio Manager with construction draw disbursements according to internal policies
  • Monitor loan extension timelines and accurately prepare loan extension agreements according to approvals provided by management
  • Prepare loan payoffs for review by management, and assist with other documentation requests related to the refinance or sale of a borrower’s property
  • Assist with closing loans out in our loan software program, Salesforce and Quickbooks
  • Collect and/or prepare necessary documents to request Full Reconveyances once loans are paid in full and follow up to ensure they are processed and recorded
  • Provide administrative support to the Financial Controller and assist with special projects and day-to-day responsibilities as required, Perform accurate and efficient data entry in Quickbooks, Salesforce and loan software program
  • Perform accurate and efficient data entry in Quickbooks, Salesforce and loan software program
  • Maintain accurate records of portfolio loan servicing activities, borrower correspondence regarding payments and loan

Property Manager

Infinity Property Management
03.2019 - 02.2022
  • Managed up to 480 residential homes (single-family homes and multi-family homes), professionally represent owners, execute property management best practices to protect owner’s investments and maximize profits while maintaining the integrity of the property
  • Manage financial expenses, budgeting, perform tenant accounting by collecting rent, deposits, and reporting for owners; reporting includes keeping financial records from property operations, creating monthly and yearly financial budgets, generate monthly owner and tenant statements
  • Collaborate with tenants on developing, enforcing, and negotiating rental agreements, rent increases, and lease renewals, prepare leases, screen, and process tenant applications
  • Prioritize maintenance work orders by efficiently communicating with maintenance staff and ensuring quality performance is delivered to tenants
  • Adequately communicate with owners on vacancy rates, tenant issues, the physical condition of properties, and financial expenses

Property Manager

Protocol Real Estate Services
11.2009 - 02.2019
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
  • Managed Risk Management task
  • Managed budgets
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Provided exceptional customer service to both current and prospective tenants, fostering a positive living environment within rental properties.
  • Issue legal notices and pursue evictions and collections proceedings, manage delinquency reports

Education

Associates Degree - Accounting

Lake Washington Technical College
06.2007

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving
  • Staff training and development
  • Staff management
  • Task delegation
  • Goal setting
  • Staff development
  • Marketing
  • Negotiation
  • Budget control
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Computer proficiency
  • Problem resolution
  • Complaint handling
  • Conflict resolution
  • Microsoft Excel
  • Payment processing
  • Customer satisfaction measurement
  • Client relations
  • Professional telephone demeanor
  • Microsoft outlook
  • Follow-up skills

Timeline

Staff Accountant/Loan Servicing Administrator

Intrust Funding
02.2022 - 12.2024

Property Manager

Infinity Property Management
03.2019 - 02.2022

Property Manager

Protocol Real Estate Services
11.2009 - 02.2019

Associates Degree - Accounting

Lake Washington Technical College

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Kellie Porter