Megan Hayes
Olathe,KS
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in a fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Ability to successfully handle escalated customer support issues
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Nations Valuation Services
Lenexa, Kansas
11.2024 - Current
- Resolved customer issues with knowledgeable and friendly service, enhancing overall satisfaction.
- Facilitated communication among appraisers, lenders, and clients, ensuring timely and accurate updates.
- Delivered exceptional service by applying strong communication and problem-solving skills to address customer needs.
- Managed customer inquiries and complaints using company-specific software tools efficiently.
- Prioritized tasks to accomplish service goals within set deadlines.
- Completed daily responsibilities with accuracy and efficiency.
- Collaborated with diverse coworkers to address product-related issues and achieve objectives.
- Maintained up-to-date knowledge through ongoing education and advanced training.
Secretarial Executive Assistant
USD 233
Olathe , KS
11.2022 - 11.2024
- Managed phone calls and routed inquiries to ensure timely communication
- Sort and file mail and invoices
- Collected and relayed important messages to appropriate staff
- Maintain confidentiality with any pertinent information
- Keep daily attendance records up to date
- Stay up to date on all compliance rules and regulations
- Manage social media accounts
- Cultivated relationships with staff, parents, and students to foster a positive environment
- Welcomed visitors upon arrival, providing a friendly and professional first impression
Mortgage Loan Processor
Cross Country Mortgage
01.2022 - 05.2022
- Coordinated communication with borrowers and third parties via email and phone to streamline documentation process.
- Ensured timely follow-ups on outstanding documentation to minimize delays in loan processing.
- Review over the loan to see what documentation is still needed
- Once documentation is received, review and upload to the system
- Reviewed items received from third parties, including title, insurance, and payoffs, to ensure completeness and compliance.
- Asked borrowers and realtors for surveys and updates on their service experience from borrowers and realtors on service received
- Meet all necessary deadlines in order to not cause delays
Mortgage Loan Processor II
North American Savings Bank
09.2020 - 01.2022
- Reviewed documentation from borrowers and third parties to verify completeness and accuracy
- Proficient in loan types such as Conventional, FHA, VA, IRRLs
- Order and approve homeowners insurance
- Order Payoff Requests
- Review the conditional underwriting sheet
- Responded promptly to all parties, ensuring clear communication throughout the loan process
- Consistently met or exceeded deadlines, facilitating smooth loan processing
Commercial Loan Analyst
PNC Bank
03.2020 - 09.2020
- Fulfilled reserve draw requests to ensure timely funding for borrowers
- Corresponded with borrowers by phone and email to gather necessary information for completing draw requests
- Review loan documents to determine servicing requirements
- Coordinated with other departments to obtain required documents for fulfilling draw requests
- Operated in Kansas
Mortgage Processor
Landmark National Bank
08.2017 - 03.2020
- Disclose all loans within the three day timeframe
- Maintained regular communication with borrowers to update them on loan progress
- Prepared loans (conventional ARM, FHA, VA, USDA, MHDC, and KHAP) for disclosure upon triggering
- Pulled in disclosures and reviewed to ensure all signatures and additional information is complete
- Order appraisal, title, HOI, VOE, LDP/ GSA and upload them once they are back
- Go back through the file to ensure all necessary documents are back and submit to underwriting
- Update the file based on any underwriting conditions
- Resubmitted files to underwriting for final approval prior to closing
Teller/ FSA
Landmark National Bank
OP, KS
06.2014 - 08.2017
- Achieved 100% of sales and cross sales goals, contributing to branch revenue growth
- Accurately processed customer transactions
- Provided superior customer service to internal and external customers
- Received Landy award for ranking second in cross sales across the bank in 2016
- Opened new business and personal accounts for new and existing customers
- Monitored daily NSF reports to promptly identify and address transaction discrepancies
- Investigated and reported teller discrepancies when they arose
- Acted as primary contact for branch operations during manager's absence
Education
High School Graduate -
Olathe East High School
Olathe, KS05-2012
Skills
- Encompass software
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Problem solving
- Time management
- Task prioritization
- Team collaboration
- Client interaction
- Client relations
- Conflict resolution
- Active listening
- Organizational skills
- Adaptability to change
Timeline
Customer Service Representative
Nations Valuation Services
11.2024 - Current
Secretarial Executive Assistant
USD 233
11.2022 - 11.2024
Mortgage Loan Processor
Cross Country Mortgage
01.2022 - 05.2022
Mortgage Loan Processor II
North American Savings Bank
09.2020 - 01.2022
Commercial Loan Analyst
PNC Bank
03.2020 - 09.2020
Mortgage Processor
Landmark National Bank
08.2017 - 03.2020
Teller/ FSA
Landmark National Bank
06.2014 - 08.2017
High School Graduate -
Olathe East High School