Summary
Overview
Work History
Education
Skills
Timeline
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Ketorria Smith

Greenville,SC

Summary

Manages high-volume loan paperwork in dynamic environments with high production, approval and customer relations targets. Expertise includes reviewing and validating personal, employment and financial histories for each applicant. Self-motivated and reliable with excellent teamwork, problem-solving and organizational skills. Well-qualified administrative team member bringing demonstrated knowledge and abilities in loan processing. Effective at organizing paperwork, resolving discrepancies and working with third-party vendors to clear issues and completing closings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

9
9
years of professional experience

Work History

Senior Loan Servicing Specialist

Archwell
02.2022 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving complex loan servicing issues.
  • Streamlined the loan servicing process for increased efficiency and reduced errors.
  • Collaborated with cross-functional teams to develop and implement new loan servicing policies and procedures.
  • Managed a diverse portfolio of loans, ensuring timely payments and accurate recordkeeping.
  • Calculated, reviewed and corrected errors on interest, principal and closing costs.
  • Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.

Loan Specialist

Shellpoint Mortgage Servicing
11.2019 - 12.2021
  • Improved loan application processing by streamlining documentation and verification procedures.
  • Reduced turnaround time for loan approvals by efficiently managing workload and prioritizing tasks.
  • Enhanced customer satisfaction levels with clear communication and timely follow-ups on loan applications.
  • Developed strong relationships with clients, resulting in increased referrals and repeat business.
  • Collaborated with underwriters to ensure accurate evaluation of creditworthiness and risk assessment.
  • Maintained compliance with industry regulations and company policies during the entire loan process.
  • Consistently met or exceeded monthly sales targets, contributing significantly to the department''s success.

Customer Service Advocate

Verizon Wireless
11.2014 - 01.2018
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
  • Streamlined communication channels for improved efficiency in handling customer concerns.
  • Implemented new strategies to reduce average call handling time while maintaining high-quality service.
  • Maintained a positive work environment, fostering team collaboration and continuous improvement.
  • Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
  • Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Education

Phlebotomy

Spartanburg Community College
03.2014

Skills

  • Operational Efficiency
  • Loan portfolio management
  • Customer Relations
  • Payment Processing
  • Analytical Thinking
  • Customer Communication
  • Effective Communication
  • Teamwork and Collaboration
  • Customer Service
  • Microsoft Word

Timeline

Senior Loan Servicing Specialist

Archwell
02.2022 - Current

Loan Specialist

Shellpoint Mortgage Servicing
11.2019 - 12.2021

Customer Service Advocate

Verizon Wireless
11.2014 - 01.2018

Phlebotomy

Spartanburg Community College
Ketorria Smith