Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kristin Layton

Centerton,AR

Summary

Accomplished Loan Operations Manager at Lutheran Church Extension Fund, I leveraged meticulous attention to detail and strong verbal communication to enhance operational efficiency and customer satisfaction. Spearheaded process improvements, reducing error rates and fostering a culture of continuous improvement. Excelled in financial reporting and relationship management, significantly contributing to the company's growth and operational agility. Diligent and responsible, offering experience in FOH and BOH roles. Well-organized and dependable with unparalleled dedication to team success, business operations and customer loyalty.

Overview

24
24
years of professional experience

Work History

Sales Clerk

72 West
03.2022 - Current
  • Maintained a clean, organized sales floor to promote a pleasant shopping experience for customers.
  • Developed strong relationships with customers, driving repeat business and loyalty.
  • Processed transactions quickly and accurately, maintaining a high level of customer satisfaction.
  • Assisted customers by finding items quickly to boost store satisfaction rates.
  • Processed payments and returns with accuracy and efficiency.
  • Assisted in organizing store displays for maximum visibility and attractiveness to potential buyers.
  • Supported colleagues during busy periods, ensuring balanced workloads and efficient operations throughout the store.
  • Handled returns or exchanges professionally, minimizing negative experiences for customers while adhering to company policies.
  • Enhanced customer service experience by acting quickly and applying appropriate resolutions for common problems.
  • Opened and closed store by balancing cash registers and receipts.
  • Provided excellent customer service, consistently exceeding expectations for attentiveness and problem resolution.

Loan Operations Manager

Lutheran Church Extension Fund
01.2019 - 10.2021
  • Implemented technological solutions to improve loan processing speed and accuracy for better operational efficiency.
  • Increased operational transparency by creating detailed reports on key performance indicators for senior management review regularly.
  • Maintained strong working relationships with underwriting and loan processing teams, facilitating smooth handoffs between departments during the loan process lifecycle stages.
  • Streamlined loan operations by implementing efficient processes and reducing turnaround time.
  • Reviewed loan documentation thoroughly, identifying discrepancies or issues that may affect lending decisions and servicing before passing them along for further evaluation by underwriters or other relevant parties involved in the approval and documentation process.
  • Conducted regular audits of loan files, ensuring complete documentation according to established guidelines and regulations.
  • Effectively managed a diverse portfolio of commercial and individual loans, ensuring timely processing while maintaining strict compliance with all applicable regulations and guidelines.
  • Reduced error rates through diligent quality control checks, leading to improved overall departmental performance metrics.
  • Provided exceptional training and mentorship to new hires, fostering a culture of continuous improvement within the team.
  • Developed annual departmental budget and performed analysis to control expenditures and predict future budget needs,
  • Managed a team of loan servicers, ensuring adherence to regulatory compliance and industry best practices.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Successfully resolved complex customer service issues, resulting in increased customer retention rates and positive feedback from clients.
  • Assisted in the development of policies and procedures that streamlined workflows while maintaining compliance standards across all aspects of loan operations management.
  • Played a critical role in supporting the growth of the company''s loan portfolio by efficiently managing daily operations and consistently achieving performance goals.
  • Led process improvement initiatives that resulted in reduced costs and increased operational efficiency within the loan operations department.
  • Initiated and approved vendor payments, rebate and other accounting disbursements for accuracy and compliance.
  • Prepared monthly, quarterly and annual reports.
  • Collaborated with C-level executives and Board with special projects and additional job duties.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved escalated customer complaints with diplomacy, resulting in amicable solutions that maintained long-term relationships.
  • Led by example, fostering an environment of accountability and excellence while maintaining open lines of communication with staff members to address concerns promptly.
  • Evaluated employee performance on an ongoing basis providing constructive feedback and implementing personalized development plans that strengthened the team''s capabilities.

Senior Loan Servicing Analyst

Lutheran Church Extension Fund
10.2013 - 12.2018
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Queried databases for information needed for report processing.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Identified and resolved problems through root cause analysis and research.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Optimized core processes to improve business performance and operational agility.
  • Monitored compliance and filing requirements in conjunction with staff and management.
  • Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
  • Cultivated relationships with industry leaders and within company to share tips and information.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Loan Servicing Analyst II

Lutheran Church Extension Fund
08.2007 - 10.2013
  • Validated results and performed quality assurance to assess accuracy of data.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Queried databases for information needed for report processing.
  • Minimized organizational risk by ensuring adequate insurance coverage for secured loan portfolio.
  • Improved loan servicing efficiency by streamlining documentation and workflow procedures.

Loan Servicing Analyst

Lutheran Church Extension Fund
08.2002 - 08.2007
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Enhanced customer satisfaction through timely resolution of loan servicing issues.
  • Processed all loan payments received daily via Lockbox and mail,
  • Provided amortization schedules, loan activity reports and credit and confirmation requests to borrowers and 3rd party inquiries
  • Monitored and maintained adequate insurance coverage for secured loan portfolio.
  • Selected to play key role in selection, training and implementation of new core banking system.
  • Provided extensive testing, training and documentation for successful conversion to new core banking system.

Coordinator - Financial Management

LCMS World Relief And Human Care
01.2000 - 08.2002
  • Entered data, generated reports, and produced tracking documents.
  • Tracked records, filed documents and maintained communication between clients to manage office activities.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Gathered and organized materials to support operations.
  • Reconciled accounts and investigated variances.
  • Supported month-end close processes, ensuring accurate and timely submission of financial statements to stakeholders.
  • Managed expense tracking and personnel vouchers.
  • Produced reports outlining latest financial information such as expenses, income and outstanding balances.
  • Reduced budget discrepancies through meticulous monitoring and reconciliation of financial records.
  • Identified and corrected miscalculations and financial discrepancies to support quality assurance.
  • Analyzed budgets, forecasts and current trends to support overall financial operations.
  • Maintained strict compliance with regulatory requirements, reducing potential risks associated with non-compliance penalties or fines.
  • Prepared internal and regulatory financial reports, balance sheets and income statements.
  • Supported financial director with special projects and additional job duties.

Education

Management & Communication

Concordia University Wisconsin
Mequon, WI

Finance & Accounting

Missouri State University
Springfield, MO

Skills

  • Accurate money handling
  • Verbal and written communication
  • Meticulous attention to detail
  • Problem-Solving
  • Research and due diligence
  • Handling Escalations/Issue Resolution
  • Financial Reporting
  • Customer Service
  • Relationship building and management
  • Microsoft Outlook, Word, and Excel

Timeline

Sales Clerk

72 West
03.2022 - Current

Loan Operations Manager

Lutheran Church Extension Fund
01.2019 - 10.2021

Senior Loan Servicing Analyst

Lutheran Church Extension Fund
10.2013 - 12.2018

Loan Servicing Analyst II

Lutheran Church Extension Fund
08.2007 - 10.2013

Loan Servicing Analyst

Lutheran Church Extension Fund
08.2002 - 08.2007

Coordinator - Financial Management

LCMS World Relief And Human Care
01.2000 - 08.2002

Management & Communication

Concordia University Wisconsin

Finance & Accounting

Missouri State University

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Kristin Layton