Ricola Cross

Team Lead-Collaborate with senior management to align team objectives with organizational goals, contributing to overall success. Coordinate and monitor workflow, track time off scheduling and resolve issues as needed.

Responsible for accuracy of commercial loan services and reconciliation of rejected payment reporting and process associated with the same including availability of materials and documentation to completed transactions.

Correct commercial loan invoices found to be in error status within Advanced Commercial Loan Banking System. Process and/or reconcile in accordance with established policies and procedures.

Ensure invoices are sent to clients in a timely manner.

Partner with internal and/or external business partners to route communications, documents or other actions necessary to complete transactions.

Identify and address or resolve exceptions, inquiries and requests; escalate as appropriate.

Complete research and provide feedback on workflow

Review transactions and verify work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures

Reviews standard transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures

Ensures the appropriate materials and documentation are available to complete the transaction and work process.

Returns error documents to Booking Specialists to ensure all transaction codes are captured and all information is valid/resolved

Provided documentation and communicated information to and from borrowers to underwriters

Established and maintained customer relationships with exceptional customer service

Maintained refinance pipelines between 30-40+ loans

Mentored newly-trained Mortgage Processors after successful completion of training

Positively positioned resolutions that meet the financial needs of customers through online chat and email.

Resolved and assisted in low to complex issues involving online banking, account management, and retail banking areas

Performed customer service by answering telephone calls concerning customer account information, inquiries, problems, and concerns.

Mentored new hire groups of job responsibilities in accordance with the training department procedures of new hire training