Kelsey Crees
Waukee,IA
Summary
Seasoned Loan Servicing Specialist with a robust history at Wells Fargo, showcasing exceptional customer service and strong analytical skills. Excelled in enhancing operational efficiency and customer satisfaction. Adheres with regulatory compliance and does great in problem-solving. Proven track record of managing priorities and processing payments efficiently, achieving significant improvements in loan servicing processes.
Overview
9
9
years of professional experience
Work History
Loan Servicing Specialist
Wells Fargo
06.2022 - Current
- Proved successful working within tight deadlines and a fast-paced environment.
- Participated in continuous improvement initiatives aimed at enhancing operational efficiency within the Loan Servicing department.
- Maintained accurate records of processed applications using database management systems, ensuring timely retrieval of information when needed.
- Entered data into computer tracking system and filed paperwork according to procedures.
- Received and reviewed incoming documents and materials.
- Utilized strong analytical skills to identify potential risks or discrepancies within processed documents quickly.
- Managed multiple priorities simultaneously, maintaining organization even during peak periods.
Loan Servicing Specialist IV
Wells Fargo
10.2018 - 06.2022
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Collaborated with cross-functional teams to ensure seamless loan origination and closing processes.
- Enhanced customer satisfaction through timely resolution of loan servicing issues.
- Conducted thorough reviews of loan applications, ensuring accuracy and compliance with company policies.
- Maintained a strong working knowledge of state regulations, staying up-to-date on changes affecting the industry.
- Facilitated timely loan modification requests, collaborating with borrowers and internal teams to reach mutually beneficial solutions.
- Liaised with internal departments such as Underwriting and Home Preservation to address client concerns promptly and professionally.
- Set up and managed appointments for client notary services.
- Utilized specialized software to accurately track notary services performed.
Loan Servicing Specialist III
Wells Fargo
04.2017 - 10.2018
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Collaborated with cross-functional teams to ensure seamless loan origination and closing processes.
- Enhanced customer satisfaction through timely resolution of loan servicing issues.
- Conducted thorough reviews of loan applications, ensuring accuracy and compliance with company policies.
- Maintained a strong working knowledge of state regulations, staying up-to-date on changes affecting the industry.
- Facilitated timely loan modification requests, collaborating with borrowers and internal teams to reach mutually beneficial solutions.
- Liaised with internal departments such as Underwriting and Home Preservation to address client concerns promptly and professionally.
- Set up and managed appointments for client notary services.
- Utilized specialized software to accurately track notary services performed.
Account Resolution Specialist I
Wells Fargo
12.2015 - 04.2017
- Assessed individual situations and developed effective and appropriate resolutions.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
Education
High School Diploma
Waukee High School
Waukee, Iowa05.2014
Skills
- Collections experience
- Strong analytical skills
- Regulatory Compliance Knowledge
- Payment Processing Familiarity
- Customer Service
- Time Management
- Attention to Detail
- Problem-Solving
- File Organization
- Excel spreadsheets
- Mail handling
Accomplishments
- Found multiple errors causing false production reports within a new tool we rolled out in may 2024. Worked with manager and technology team to resolve and find fixes for these errors.
Timeline
Loan Servicing Specialist
Wells Fargo
06.2022 - Current
Loan Servicing Specialist IV
Wells Fargo
10.2018 - 06.2022
Loan Servicing Specialist III
Wells Fargo
04.2017 - 10.2018
Account Resolution Specialist I
Wells Fargo
12.2015 - 04.2017
High School Diploma
Waukee High School
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