Open To Work
Keri Cruse
Jacksonville,FL
Summary
Dynamic Mortgage Lending Closer with a proven track record in closing coordination and compliance management. Recognized for exceptional customer relationship management and attention to detail, consistently exceeding performance expectations. Adept at navigating complex loan documentation, ensuring accuracy and regulatory adherence while fostering positive client interactions.
Overview
27
27
years of professional experience
Work History
Mortgage Lending Closer
Truist Bank, Formerly BB&T
05.2015 - 01.2026
- Finalized closing package for residential mortgage lending, ensuring all loan documents were accurate and compliant.
- Coordinated communication between title agents, closing attorneys, and internal teams, facilitating efficient closing processes.
- Fostered strong relationships with clients, ensuring ongoing support throughout the closing process.
- Maintained up-to-date knowledge of industry regulations and compliance standards diligently.
- Consistently achieved high-performance rating in position, exceeding expectations
Rental Sales Agent
ABG - Avis Budget Group
05.2014 - 05.2015
- Achieved outstanding sales results by presenting additional products and services during rental transactions.
- Assisted customers in selecting vehicles and finalizing rental agreements, ensuring a smooth rental experience.
- Delivered exceptional customer service while efficiently processing vehicle rentals, enhancing customer satisfaction.
- Coordinated vehicle returns and assessed condition for damages, maintaining fleet quality and safety standards.
- Provided support for payment processing and billing inquiries.
Credit Risk Analyst/Underwriter
PHH Mortgage Corporation
04.2013 - 12.2013
- Analyzed credit, income, and asset documents while applying investor guidelines for mortgage approval.
- Underwrote residential mortgage loans for Merrill Lynch Home Loans, ensuring compliance with FHA/VA standards.
- Coordinated with loan processors to ensure timely submission of required documentation for review.
- Streamlined communication between processing and sales to align clients with suitable mortgage products.
Loan Processor
PHH Mortgage Corporation
09.2010 - 04.2013
- Acted as primary point of contact for clients from registration to loan closing.
- Requested documentation from clients for underwriting submission, facilitating timely mortgage review.
- Collaborated with financial advisors, wealth management bankers, and title companies to streamline loan process.
- Processed residential mortgage loans for Merrill Lynch Home Loans, ensuring compliance with FHA/VA and secondary market standards.
Front of Office Administrator
North Florida OBGYN
09.2008 - 05.2010
- Greeted and checked in patients, facilitating efficient appointment scheduling by phone and in-office.
- Answered incoming phone lines, efficiently routing calls to appropriate staff members.
- Verified insurance benefits and provided detailed explanations of coverage.
- Collected co-payments and coinsurance, ensuring accurate preparation of daily bank deposits.
WorkForce Management Administrator
Option One Mortgage Corporation
01.2005 - 09.2008
- Monitored real-time workloads and staffing requirements through workforce software and ACD reporting tools, ensuring optimal resource allocation.
- Projected staffing needs to meet service level targets, supporting operational efficiency.
- Delivered performance reports on forecasting, scheduling, and service level metrics to call center managers and directors.
- Developed call volume projections using workforce forecasting tools for intra-day to annual increments, enabling informed staffing decisions.
- Provided data to evaluate schedule alteration requests and exceptions.
Customer Service/Sales Representative
Option One Mortgage Corporation
01.2004 - 01.2005
- Processed payments via phone, enhancing customer experience and transaction accuracy.
- Coordinated with executive liaison group to resolve escalated calls, improving customer resolution rates.
- Addressed inquiries on loan documents and account access, ensuring clarity and satisfaction for clients.
Customer Service Representative / Quality Assurance Representative
Vistakon, Johnson & Johnson Vision Care Inc.
11.1998 - 12.2003
- Answered incoming calls from eye care practitioners, processed orders, and resolved inquiries to enhance customer satisfaction.
- Liaised between customers and internal departments to facilitate effective communication and address concerns promptly.
- Coached peers by providing guidance and support, fostering team collaboration and knowledge sharing.
- Participated in 'Achieve Global' training and customer service courses for professional development.
Education
Some College (No Degree) -
FSCJ
Jacksonville, FL. Skills
- Loan documentation and risk assessment
- Closing coordination and documentation
- Document preparation and compliance review
- Compliance management
- Regulatory reporting
- Customer relationship management
- Attention to detail
- Adaptability and flexibility
- Effective communication
- Multitasking skills
- Calmness under pressure
- Positive attitude and friendliness
- Active listening skills
- Data entry proficiency
- Remote office availability
References
Professional references and letters available upon request.
Timeline
Mortgage Lending Closer
Truist Bank, Formerly BB&T
05.2015 - 01.2026
Rental Sales Agent
ABG - Avis Budget Group
05.2014 - 05.2015
Credit Risk Analyst/Underwriter
PHH Mortgage Corporation
04.2013 - 12.2013
Loan Processor
PHH Mortgage Corporation
09.2010 - 04.2013
Front of Office Administrator
North Florida OBGYN
09.2008 - 05.2010
WorkForce Management Administrator
Option One Mortgage Corporation
01.2005 - 09.2008
Customer Service/Sales Representative
Option One Mortgage Corporation
01.2004 - 01.2005
Customer Service Representative / Quality Assurance Representative
Vistakon, Johnson & Johnson Vision Care Inc.
11.1998 - 12.2003
Some College (No Degree) -
FSCJ