Sherran McCall
China Grove,NC
Summary
Manages high-volume loan paperwork with high production, approval and customer relations. Expertise includes reviewing and validating personal, employment and financial histories for each applicant. Self-motivated and reliable with excellent teamwork skills. Effective at organizing, resolving discrepancies and working with third-party vendors to clear issues and completing closings. Dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
33
33
years of professional experience
Work History
Senior Mortgage Loan Processor
Old Point National Bank
Hampton, VA
03.2020 - Current
- Enhanced loan processing efficiency by streamlining documentation and verification procedures.
- Reduced turnaround time for mortgage approvals through effective communication with underwriters and loan officers.
- Maintained a high level of accuracy in data entry, ensuring all loan applications were processed without errors.
- Exceeded customer satisfaction ratings by providing timely updates on loan statuses and addressing concerns promptly.
- Managed a large pipeline of loans, prioritizing tasks to ensure deadlines were met consistently.
- Ensured compliance with industry regulations by staying up-to-date on changes in policies and guidelines related to mortgage lending.
- Adapted quickly to changing market conditions, effectively adjusting workflow priorities based on fluctuating application volumes or regulatory shifts.
- Delivered exceptional results under tight deadlines while maintaining a high standard of quality control throughout each stage of the loan process.
- Handled any conditions sent from underwriting departments.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Set up and completed loan submission packages.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Prepared file for final clear-to-close by branch management.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Liaised with credit bureaus, employers and other sources to check applicants' credit and personal references.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
Mortgage Loan Processor
NewDominion Bank
Mooresville, NC
11.2017 - 03.2020
- Read and interpret credit reports and income documentation; have a general understanding of underwriting process; and understanding federal and industry regulations, as well as loan policy and guidelines
- Submit all loans to underwriting after analyzing all verified credit and income documentation
- Order appraisals when requested while following all compliance regulations and bank’s policies and verify appraisal fees are collected in a timely manner.
- Confirm that all required documents are accurately filed in order to ensure satisfactory audit/exam results are achieved from all regulatory agencies.
- Enhanced client satisfaction by providing timely updates on their mortgage loan status and addressing concerns promptly.
- Facilitated smooth closing processes by collaborating effectively with title companies, appraisers, and attorneys.
- Expedited mortgage approval times by proactively resolving any discrepancies in borrower documentation.
- Optimized workflow management by prioritizing high-priority tasks and meeting strict deadlines consistently.
- Provided exceptional customer service while guiding borrowers through the entire loan process from pre-qualification to closing.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Set up and completed loan submission packages.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Prepared file for final clear-to-close by branch management.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
Relationship Banker II
NewDominion Bank
Mooresville, NC
03.2015 - 11.2017
- Promote and sell a variety of retail products and services, including consumer loan products
- Maintain a working knowledge of current bank products and services, including features and benefits, so tailored recommendations can be made to clients and prospects
- Open new bank accounts through the following channels; online, phone and in person using account opening platform
- Answer client inquiries, in person, via email, and over the phone, regarding interest rates, service charges, and account histories while complying with disclosure requirements, regulations and consumer privacy policies
- Consumer lending services such as: home equity line of credit, personal loans, auto loans, land loans and custom cash
- Assist with monthly auditing of teller cash drawers and main cash vault
- Provide Notary service as needed.
- Boosted customer satisfaction by providing exceptional service and addressing client needs promptly.
- Identified opportunities for cross-selling products, leading to increased revenue for the bank.
- Managed branch operations efficiently, ensuring compliance with industry regulations and internal policies.
- Assisted in training new hires, sharing best practices and imparting valuable industry knowledge.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Developed and maintained strong relationships with clients to maximize satisfaction.
- Helped clients make informed decisions about financial future.
Senior Personal Banker
Community One Bank
Salisbury, NC
02.2011 - 02.2015
- Provide customer service activities which include: opening new accounts, cross-selling bank services, such as merchant credit cards, debit/credit cards, internet banking services
- Consumer lending services such as: home equity line of credit, personal loans, auto loans, land loans and custom cash
- Underwrite loan applications, pull credit reports, make decisions to approve/decline and close loans
- Review and monitor overdraft reports, deposit excess debit reports and insufficient funds lists daily
- Assist with monthly auditing of teller cash drawers, main cash vault and ATM
- Provide Notary service as needed.
- Enhanced customer satisfaction by providing personalized financial advice and tailored banking solutions.
- Managed a portfolio of high-net-worth clients, ensuring their financial needs were met and exceeded.
- Improved branch performance by effectively collaborating with team members to meet sales targets consistently.
- Provided exceptional customer service by resolving complex issues quickly, earning multiple commendations from satisfied clients.
- Mentored new hires on company policies, systems, and best practices to ensure successful integration into the team.
- Optimized workflow processes within the branch, enhancing efficiency while sustaining high levels of service quality.
- Participated in regional meetings focused on sharing best practices and driving continuous improvement within the retail banking sector.
- Managed risk exposure by closely monitoring account activity and taking appropriate action when necessary, safeguarding both clients'' and bank''s interests.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
Community Office Manager
Community One Bank
China Grove, NC And Kannapolis NC
12.2005 - 02.2011
- Serve as an active member of the office sales team by performing all of the duties of a Retail Service Officer
- Prepare and supervise the preparation of various reports relating to the operations of the community office
- Assist in the development of the annual budget for the office
- Actively participate in community activities
- Consumer Lender, take loan application, underwrite/approve loans within lending authority
- Request closing documents from loan closing department and close the loan with customers.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Improved employee retention rates by fostering a positive work environment and providing growth opportunities through training programs.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Reported to senior management on organizational performance and progress toward goals.
- Delivered performance reviews, recommending additional training or advancements and convey constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
- Optimized staff productivity through effective scheduling, task delegation, and performance monitoring.
- Conducted regular audits of branch operations to maintain compliance with internal policies and external regulations.
- Resolved escalated customer issues quickly and efficiently while demonstrating empathy towards clients' concerns resulting in higher customer retention rates.
Retail Services Officer
Community One Bank
China Grove, NC
12.2004 - 12.2005
- Provide customer service activities which include: opening new accounts, cross-selling bank services such as; merchant credit cards, debit/credit cards, internet banking services
- Consumer lending services such as; home equity line of credit, personal loans, auto and land loans and custom cash
- Underwrite loan applications, pull credit reports, make decision to approve/decline and close loan
- Review and monitor overdraft report and deposit excess debit reports daily
- Provide notary services as needed.
- Improved overall department efficiency by streamlining processes and implementing new policies.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Conducted regular audits to ensure compliance with bank policies and regulatory requirements, maintaining a low error rate throughout tenure.
- Mentored new hires on company policies, systems, and best practices to ensure successful integration into the team.
- Participated in regional meetings focused on sharing best practices and driving continuous improvement within the retail banking sector.
- Managed risk exposure by closely monitoring account activity and taking appropriate action when necessary, safeguarding both clients'' and bank''s interests.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
Deposit Operations Assistant
Community One Bank
China Grove, NC
09.2002 - 12.2004
- Review overdrawn accounts daily for paying and returning checks (insufficient list)
- Review and resolve daily unposted items
- Review and monitor daily reports including; OFAC, excess debit, stop kiting suspect
- Monitor overdraft report, charge off overdrawn accounts and report to collection agency and Chex systems
- Reviewed currency transaction reports and prepared for filing
- Process notice of reclamations, charge back items, fed adjustments and encoding errors as needed
- Process incoming/outgoing wires
- Accounts payable-process and pay vendor statements and employee reimbursements
- Assisted as back up for balancing of general ledger accounts reconciliation and balancing daily teller cash and branch summary totals
- Assisted in implementing First Guard Overdraft Privilege Program as well as implementing redemption and issuing savings bonds.
- Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Facilitated smooth project execution by managing deadlines, resources allocation, and progress updates.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Demonstrated adaptability by quickly mastering new software applications as needed for various tasksprojects.
- Expedited project completion times due to the ability to multitask effectively under tight deadlines.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Volunteered to help with special projects of varying degrees of complexity.
Teller/BackUp Teller Supervisor
Community One Bank
China Grove, NC
12.2000 - 09.2002
- Assisted as back up teller supervisor, ordering money from Federal Reserve, balancing and adding money to ATM, distributing money from main cash vault to tellers as needed.
- Streamlined daily operations for peak efficiency by maintaining accurate cash drawer and balancing procedures.
- Upheld security protocols by promptly identifying fraudulent activities and reporting suspicious transactions to management.
- Collaborated with team members for successful branch audits, adhering to all regulatory requirements and internal controls.
- Resolved customer complaints professionally, demonstrating empathy while working towards effective solutions.
- Provided exceptional customer service during high-traffic periods, effectively managing long lines while maintaining accuracy and professionalism.
- Maintained strict compliance with anti-money laundering policies, conducting necessary due diligence checks on large transactions as required.
- Consistently met or exceeded individual performance metrics set forth by management, contributing positively to overall branch success.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Assisted with training of new tellers on policies and procedures.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Executed wire transfers, stop payments and account transfers.
- Established rapport with new clients to increase satisfaction and loyalty.
Medical Office Assistant
UNC-Charlotte
Charlotte, NC
10.1990 - 12.2000
- Records patient’s general condition, take and record vital signs, height and weight
- Assist physicians with examinations, procedures and treatments
- Assist with collection of specimens for laboratory testing
- Complete lab requisitions and prepare specimens for pick up
- Assist with patient inquiries, appointment scheduling and referral authorizations
- Making appropriate documentation in files and following up with patients as needed.
- Maintained strict compliance with HIPAA regulations, ensuring the confidentiality of sensitive patient information.
- Assisted nursing staff with wound care procedures for faster healing and reduced infection rates.
- Promoted a safe and clean environment by maintaining strict adherence to infection control protocols and sanitation standards.
- Educated patients on prescribed medications, ensuring compliance with dosage instructions and awareness of potential side effects.
- Enhanced clinic efficiency by thoroughly documenting patient information and updating electronic health records.
- Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.
- Performed diagnostic tests accurately, contributing to swift diagnosis and appropriate treatment options.
- Consistently maintained up-to-date certifications, demonstrating dedication to professional development and quality patient care.
- Obtained client medical history, medication information, symptoms, and allergies.
Financial Secretary
Blackwelder Park Baptist Church
Kannapolis, NC
01.2017 - 06.2020
Sales Associate
Belk
Salisbury, NC
10.2013 - 10.2018
Education
NC Banking Association Program
UNC-Chapel Hill
Durham, NC2010
Nursing Science
Rowan Cabarrus Community College
Kannapolis, NC2004
High School Diploma -
Northwest Cabarrus High School
1983
Skills
- Teamwork & Customer Service Excellence
- Attention to Detail & Time Management
- Continuous Improvement Mindset
- Adaptability and Flexibility
- Documentation Review Competence
- Software Proficiency
- Pipeline Management Experience
- Mortgage Loan Processing
Qualifications And Accomplishments
I have over 20 years of banking experience with a thorough knowledge of personal and business banking products and mortgage processing. I served as Community Office Manager for two local branches for 6 years. I was a member of the Commercial Lending Approval Committee, charged with reviewing and listening to lenders’ presentation of commercial loans needing Committee approval.
Additional Information
I received the Best Performing Community Officer Manager award in 2007
Timeline
Senior Mortgage Loan Processor
Old Point National Bank
03.2020 - Current
Mortgage Loan Processor
NewDominion Bank
11.2017 - 03.2020
Financial Secretary
Blackwelder Park Baptist Church
01.2017 - 06.2020
Relationship Banker II
NewDominion Bank
03.2015 - 11.2017
Sales Associate
Belk
10.2013 - 10.2018
Senior Personal Banker
Community One Bank
02.2011 - 02.2015
Community Office Manager
Community One Bank
12.2005 - 02.2011
Retail Services Officer
Community One Bank
12.2004 - 12.2005
Deposit Operations Assistant
Community One Bank
09.2002 - 12.2004
Teller/BackUp Teller Supervisor
Community One Bank
12.2000 - 09.2002
Medical Office Assistant
UNC-Charlotte
10.1990 - 12.2000
NC Banking Association Program
UNC-Chapel Hill
Nursing Science
Rowan Cabarrus Community College
High School Diploma -
Northwest Cabarrus High School