Roxanna Smothers
Kansas City,MO
Summary
Diligent Closing Manager supervises closing shift in high-volume, fast-paced retail atmosphere. Responds with flexibility to shifting priorities and rapid change to improve products, services and customer satisfaction. Committed to established closing operating procedures to protect assets and keep employees safe.
Overview
29
29
years of professional experience
Work History
AVP of Corporate Closing
Fairway Independent Mortgage
04.2012 - 02.2023
- Supported the company's strategies and procedures for growth and development.
- Ensured that all the company's policies and legal procedures complied with all employees.
- Delivered value to customers by building reputation for quality products, friendly service and cleanliness.
- Developed refinements to streamline closing processes.
- Directed, organized and controlled closing functions for multiple states.
- Served as first contact in escalation path to resolve questions between team members, customers and third-party vendors.
- Encouraged atmosphere of teamwork by supporting staff and fostering cooperation and trust through fairness and consistency.
- Managed payroll and bonuses for my team of 24.
- Helped develop training guide for the 1031 Exchange closings.
Corporate Closing Manager
Fairway Independent Mortgage
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Developed refinements to streamline closing processes.
- Trained new employees on proper protocols and customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Encouraged atmosphere of teamwork by supporting staff and fostering cooperation and trust through fairness and consistency.
- Mitigated business risks by working closely with staff members and assessing performance.
- Delivered value to customers by building reputation for quality products, friendly service and cleanliness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Served as first contact in escalation path to resolve questions between team members, customers and third-party vendors.
- Trained and guided team members to maintain high productivity and performance metrics.
Closing Team Lead
Fairway Independent Mortgage
- Maintained up-to-date knowledge of closing policies and procedures.
- Built branch and title companies loyalty and retention by delivering excellent experience.
- Developed strong rapport with my team, branches and title companies creating a positive impression of our business.
- Delivered energetic responses to my team, branches and title companies by email and by telephone, going above and beyond to serve needs.
- Volunteered for extra shifts during holidays and other busy periods so my team was able to take time off.
Corporate Closer
Fairway Independent Mortgage
- Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
- Delivered positive customer experiences and successful deal closures through open, constructive communications.
- Maintained checklists of required documentation and open issues affecting closings.
- Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
- Reviewed and validated details of loan applications and closing documentation.
- Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Affirmed loan document accuracy to protect lenders from potential fraud.
Investor Suspense
Metlife (FNA First Horizon And Carl I. Brown)
09.1993 - 03.2012
- Evaluated loan requests and documents to verify accuracy and completeness.
- Compiled closing packages for drafting and presentation accuracy.
- Monitored pipelines to track and log status of loans.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Worked closely with branches to obtain Investor suspense items in a timely manner for loan purchase.
- Developed good rapport with Investors assigned to as well as branches worked closely with to obtain suspense items.
Closer
Metlife (FNA First Horizon & Carl I Brown))
09.1993 - 03.2012
- Reviewed and validated details of loan applications and closing documentation.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
- Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
- Collaborated with lenders, agents, and legal professionals to resolve transactional and title issues.
- Delivered positive customer experiences and successful deal closures through open, constructive communications.
- Maintained checklists of required documentation and open issues affecting closings.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
- Affirmed loan document accuracy to protect lenders from potential fraud.
- Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.
Education
High School Diploma -
Lathrop High School
Lathrop, MOSkills
- Customer Service
- Performance Monitoring and Evaluation
- Management Training
- Organizational Structuring
- Closing Disclosures
- Required Closing Document Management
- Effective Working Relationships
- Loan Documentation
- Detail Orientated
- Closing Support
- Property Closing
- Loan Closing
- Closing Management
- Closing Preparation
- Closing Procedures
- Closing Processes
- Closing Documentation
- Closing Abilities
- Closing Expertise
- Closing Skills
- Closing Talents
- Closing Process Management
- Loan Closing Documentation
- Closing Processes Understanding
- Mortgage Loan Closing
- Closing Documents Understanding
- Closing Execution Proficiency
- Closing Document Preparation
- Knowledge of Closing Techniques
- Opening and Closing Processes
- Open and Closing Procedures
- Opening and Closing Skills
- Opening and Closing Procedures
- Corporate Compliance
Additional Information
Programs I've used and comfortable with are:
Encompass
Word
Excell
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel
Timeline
AVP of Corporate Closing
Fairway Independent Mortgage
04.2012 - 02.2023
Investor Suspense
Metlife (FNA First Horizon And Carl I. Brown)
09.1993 - 03.2012
Closer
Metlife (FNA First Horizon & Carl I Brown))
09.1993 - 03.2012
Corporate Closing Manager
Fairway Independent Mortgage
Closing Team Lead
Fairway Independent Mortgage
Corporate Closer
Fairway Independent Mortgage
High School Diploma -
Lathrop High School
Similar Profiles
Diana DennisDiana Dennis
Closing /Funder at Movement Mortgage (Formally Fairway Independent Mortgage)Closing /Funder at Movement Mortgage (Formally Fairway Independent Mortgage)
Verdeana GrantVerdeana Grant
Reverse Mortgage Closer / Forward Mortgage Closer at Fairway Independent MortgageReverse Mortgage Closer / Forward Mortgage Closer at Fairway Independent Mortgage
ALINA NUGENTALINA NUGENT
Client Success Manager at Fairway Independent MortgageClient Success Manager at Fairway Independent Mortgage