Kristie Anders
Greenville,SC
Summary
Results-driven mortgage servicing professional with more than 7 years of experience in banking operations, focusing on ACH processing and dispute resolution. Demonstrated success in optimizing operational workflows and enhancing borrower communication, while ensuring compliance with regulatory standards. Proven track record of identifying process improvements that elevate service quality and operational efficiency.
Overview
8
8
years of professional experience
Work History
Cash Operations Supervisor
NEWREZ LLC
Greenville, SC
05.2025 - Current
- Lead daily ACH processing operations while maintaining accuracy, timeliness, regulatory compliance, and established operational controls.
- Managed ACH escalations, transaction exceptions, outages, and complex operational issues through detailed research and root cause analysis, ensuring timely resolutions.
- Manage daily operational queues and prioritize workloads to ensure issues are resolved within required deadlines.
- Support ACH preboarding activities, operational readiness initiatives, and implementation of new processes.
- Provide supervisory oversight, coaching, performance management, employee development, and workflow prioritization.
- Oversee Data Integrity Management System workflows and controls to maintain accurate processing and account information.
- Analyzed operational trends, exceptions, and performance metrics to identify risks and opportunities for process improvement, enhancing overall operational efficiency.
- Support internal audits, compliance reviews, quality initiatives, and special projects through detailed research and documentation.
- Partnered with business units and vendors to resolve issues and improve operational effectiveness and customer experience.
Team Lead, Loan Servicing
NEWREZ LLC
Greenville, SC
04.2023 - 05.2025
- Supervised daily mortgage loan servicing activities while ensuring compliance with service-level agreements, quality standards, regulatory requirements, and company procedures.
- Acted as an escalation point for complex mortgage servicing issues, borrower disputes, complaints, account discrepancies, and servicing research.
- Collaborated with mortgage servicing, payment operations, customer service, and other internal teams to resolve account-level issues and enhance customer outcomes.
- Conducted root cause analysis of recurring servicing issues and borrower complaints, identifying process gaps and recommending corrective actions.
- Trained team members to enhance accuracy, productivity, customer service, and regulatory performance.
- Conducted onboarding and training for new employees and temporary staff.
- Reviewed customer correspondence and servicing letters for accuracy, completeness, clarity, and regulatory compliance.
- Supported management in servicing projects, quality initiatives, workflow improvements, and operational reporting.
- Functioned as a subject matter expert for ACH transactions, mortgage servicing processes, account research, and operational procedures.
- Delivered findings and process improvement recommendations to operational teams and leadership.
Loan Servicing Inquiry Team Specialist
NEWREZ LLC
Greenville, SC
01.2020 - 04.2023
- Managed Qualified Written Requests and mortgage servicing inquiries in accordance with RESPA requirements and established regulatory timelines.
- Researched borrower disputes, complaints, and account servicing issues to resolve inquiries effectively.
- Conducted comprehensive loan-level research to identify account history, root causes, servicing errors, and appropriate resolutions.
- Prepared detailed written responses communicating investigation findings and final resolutions to homeowners and authorized representatives.
- Collaborated with servicing business partners to obtain loan details, payment information, documentation, and account history needed for investigations.
- Identified complaint trends and operational gaps, contributing to process improvements that enhanced service quality.
- Maintained strict adherence to RESPA, TILA, FCRA, CFPB mortgage servicing requirements, investor guidelines, and company procedures.
- Managed multiple servicing work queues while meeting productivity, quality, and regulatory deadline requirements.
- Processed account maintenance requests and servicing workflows using mortgage servicing platforms, OnBase, and SharePoint.
- Documented borrower inquiries and investigation findings, ensuring clarity and accuracy for future reference.
Performing Loan Consultant
NEWREZ LLC
Greenville, SC
01.2019 - 01.2020
- Processed mortgage payments accurately while delivering professional and responsive customer service.
- Supported homeowners with mortgage accounts, payments, escrow questions, and servicing inquiries to enhance customer understanding and satisfaction.
- Researched borrower account questions and assisted with mortgage servicing requests to resolve issues and improve client experience.
- Clarified mortgage account information for borrowers, guiding them toward appropriate next steps for servicing needs.
- Developed strong foundational knowledge of mortgage servicing practices, customer relationship management, and regulatory requirements.
- Earned advancement opportunities based on performance, adaptability, servicing knowledge, and customer service.
Education
High School Diploma -
Berea High School
Greenville, SC06-1998
Skills
- Mortgage loan servicing
- Payment processing
- Escrow management
- Account maintenance
- Servicing requests and payoffs
- Borrower research
- Qualified request handling
- Dispute resolution
- Regulatory compliance
- RESPA compliance
- TILA compliance
- FCRA compliance
- CFPB compliance
- Servicing requirements
- Investor guidelines
- Account resolution support
- Deadline management
- Root cause analysis
- Risk management
- Process improvement
- Data analysis and reporting
- Cross-functional collaboration
- Customer relationship management
- Policy documentation
- Servicing platforms expertise
- Salesforce proficiency
- OnBase knowledge
- SharePoint experience
- Microsoft Office suite proficiency (Excel, Word, Outlook, Teams, PowerPoint, Visio)
- SQL skills
- tableau and pivot tables
- data visualization
- documentation design
Accomplishments
- Earned multiple promotions within Newrez based on mortgage servicing expertise, operational performance, leadership, and commitment to customer service. - Served as a Subject Matter Expert for ACH transactions and mortgage servicing processes. - Developed procedures, job aids, and process enhancements that strengthened operational consistency and team performance. - Successfully managed complex borrower inquiries, disputes, and complaints while maintaining regulatory compliance and strict response deadlines. - Recognized as one of Newrez's Top 10 Volunteers in 2025 for outstanding commitment to community service.
COMMUNITY LEADERSHIP
Environmental Council Employee Resource Group, Secretary/Treasurer, 2025, Present, Maintain organizational records, meeting minutes, budget tracking, and financial reporting., Coordinate volunteer and community outreach initiatives supporting environmental stewardship and local organizations., Partner with organizations including the Boys & Girls Club of Greenville and the City of Greenville on community service initiatives., Additional Community Involvement: Harvest Hope Food Bank, Habitat for Humanity, Make-A-Wish Foundation, March of Dimes, and Special Olympics Greenville.
Timeline
Cash Operations Supervisor
NEWREZ LLC
05.2025 - Current
Team Lead, Loan Servicing
NEWREZ LLC
04.2023 - 05.2025
Loan Servicing Inquiry Team Specialist
NEWREZ LLC
01.2020 - 04.2023
Performing Loan Consultant
NEWREZ LLC
01.2019 - 01.2020
High School Diploma -
Berea High School