KRISTIE ANDERS
Newrez LLC
Greenville,SC
8
years of professional experience
Accomplished Cash Operations and Mortgage Servicing Leader with over seven years in ACH and payment processing, borrower dispute resolution, and regulatory compliance. Expertise in managing complex workflows, resolving escalated issues, and enhancing operational controls. Skilled in complaint management, root cause analysis, and compliance with RESPA, TILA, and CFPB requirements.
Work History
Cash Operations Supervisor
1 Year 5 Months- Lead ACH processing operations, ensuring accurate and timely execution in accordance with regulatory requirements, internal controls, and service standards.
- Manage escalated ACH issues, operational outages, and root cause investigations within established deadlines.
- Oversee Data Integrity Management System workflows, ACH inbox activities, operational controls, and exception-resolution processes.
- Analyze performance metrics, workflow trends, exceptions, and operational risks to identify improvement opportunities.
- Compile and present monthly Cash Operations reporting, key performance indicators, risks, and operational results.
- Provide supervisory oversight through employee coaching, performance management, professional development, and daily workflow prioritization.
- Compiled and presented monthly Cash Operations reports detailing key performance indicators, risks, and operational results to inform decision-making.
- Developed policies, procedures, job aids, and training resources to ensure consistency, compliance, and readiness among employees.
- Build strong relationships with business partners and vendors to resolve issues and improve operational effectiveness.
Loan Servicing Team Lead
2 Years 1 Month- Supervised daily loan servicing activities while maintaining productivity, quality, service-level, and compliance standards.
- Acted as an escalation point for complex servicing issues, borrower disputes, complaint investigations, and ACH-related concerns.
- Facilitated onboarding and job-specific training for new employees, temporary staff, and existing team members.
- Coached employees to improve accuracy, productivity, engagement, and customer-service performance.
- Conducted root cause analysis to identify complaint trends and servicing gaps, leading to actionable corrective measures that enhanced service quality.
- Collaborated with cross-functional teams to resolve operational challenges and streamline workflows, contributing to improved outcomes for homeowners.
- Reviewed customer correspondence and servicing letters for accuracy, completeness, and regulatory compliance.
- Served as a subject matter expert for ACH transactions, mortgage servicing processes, and operational procedures.
- Presented findings, recommendations, and process-improvement opportunities to leadership and operational teams.
Loan Servicing Inquiry Team Specialist
3 Years 3 Months- Investigated and resolved Qualified Written Requests, borrower disputes, complaints, and debt-validation requests to ensure timely responses and compliance.
- Investigated and responded to Qualified Written Requests, borrower disputes, complaints, debt-validation requests, and other written correspondence.
- Prepared clear and accurate written responses communicating investigation findings and final account resolutions.
- Completed borrower communications, account updates, and corrective actions within regulatory and operational deadlines.
- Collaborated with business partners to obtain loan-level information, supporting documentation, and servicing histories.
- Analyzed complaint trends and identified process gaps to address and resolve recurring borrower concerns effectively.
- Applied knowledge of RESPA, TILA, FCRA, CFPB servicing requirements, and internal compliance standards to ensure adherence and mitigate risks.
- Managed multiple work queues while meeting productivity, quality, and deadline expectations.
- Processed servicing requests and account-maintenance workflows through servicing platforms, OnBase, and SharePoint.
Performing Loan Consultant
1 Year- Assisted homeowners with mortgage payments, escrow questions, and account servicing to enhance customer understanding and satisfaction.
- Processed mortgage payments accurately, ensuring customer-focused service and maintaining trust in financial transactions.
- Researched account information and clarified servicing activities to empower homeowners with knowledge and confidence in their accounts.
- Demonstrated strong performance, adaptability, and learning agility, leading to advancement into increasingly responsible positions.
Education
High School Diploma
Skills
Cash operations
ACH Transaction Management
Operational Compliance Oversight
Operational risk
Operational Quality Assurance
Data analysis
Root cause analysis
Process Improvement
Operational Issue Management
Team leadership
Employee Development Programs
Customer Inquiry Resolution
Regulatory compliance
Systems proficiency
Accomplishments
- Earned multiple promotions based on leadership, operational expertise, performance, and commitment to customer service.
- Recognized as one of Newrez’s Top 10 Volunteers in 2025.
- Served as a subject matter expert for ACH transactions and mortgage servicing processes.
- Developed procedures, job aids, and training resources that improved operational consistency and employee readiness.
- Managed complex borrower disputes and servicing investigations within strict regulatory deadlines.
VOLUNTEER LEADERSHIP AND COMMUNITY ENGAGEMENT
Community Recognition, Named one of Newrez’s Top 10 Volunteers in 2025 for service supporting Harvest Hope Food Bank, Habitat for Humanity, Make-A-Wish Foundation, March of Dimes, and Special Olympics Greenville.
Personal Information
Title: Cash Operations and Mortgage Servicing Leader
Timeline
Cash Operations Supervisor
Newrez LLC
05.2025 - CurrentRead More
Loan Servicing Team Lead
Newrez LLC
04.2023 - 05.2025Read More
Loan Servicing Inquiry Team Specialist
Newrez LLC
01.2020 - 04.2023Read More
Performing Loan Consultant
Newrez LLC
01.2019 - 01.2020Read More
Berea High School
High School Diploma
Read More