Stephanie Kilpatrick
Raleigh,NC
Summary
Ambitious self starter offering excellent interpersonal communication, time management, customer service and sales skills. Deadline-focused also highly effective at operating in fast-paced settings. Resourceful, forward-thinking and able to deal with individuals with diverse backgrounds and experiences.
Overview
18
18
years of professional experience
Work History
Loan Officer Assistant
New American Funding
08.2020 - Current
- Managed customer expectations, ensuring timely communication of loan status updates for increased client retention
- Coordinated with producing branch manager and another assigned loan officer to optimize the pre-approval process, resulting in a smoother overall experience for clients
- Reduced processing time by maintaining an organized system for tracking outstanding documents and followups
- Enhanced customer experience by providing knowledgeable guidance on available loan products tailored to individual financial needs
- Provided comprehensive administrative support to Loan Officers so they could focus on building relationships with clients and generating new business opportunities
Telephone Mortgage Banker
First Citizens Bank
03.2019 - 08.2020
- Evaluated client financial positions and identified most appropriate banking products
- Produced and executed loan packages
- Located and pre-qualified customers for mortgages
- Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act
- Recommended loan approvals and denials based on customer loan application reviews
- Originated, reviewed, processed, closed and administered customer loan proposals
- Worked with personal and business clients to understand needs and provide optimum service
Mortgage Consultant
New Penn Financial
08.2018 - 07.2019
- Educated first-time homebuyers on the mortgage process, guiding them through each step from pre-approval to closing
- Evaluated clients credit history, financial record and banking statements to verify their qualifications to purchase a home
- Assisted clients in improving credit scores, enabling access to better loan options and interest rates
- Coordinated with other departments, such as processing and closing teams, to streamline workflow and increase overall efficiency
Home Mortgage Direct Loan Counselor
BB&T Bank, Airport Center Dr. Greensboro, NC
01.2016 - 01.2018
- Licensed mortgage banker receiving direct mortgage leads from branch and mortgage servicing referrals to qualify clients for home
- Maintained compliance with state and federal regulatory requirements through diligent annual training and reviewing newly implemented updates
- Provided exceptional customer service throughout the entire loan process, addressing inquiries promptly and professionally.
- Facilitated successful loan closings by working closely with title companies, appraisers, and escrow agents to resolve any outstanding issues or discrepancies.
Mortgage Servicing Team Lead
BB&T
09.2013 - 08.2016
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Developed and maintained effective relationships with leadership group and coworkers to enhance quality of customer service
- Performed side by sides and call monitoring with coworkers to assist with opportunities for improvement in call flow and managing expectations of the call
- Trained new team members on the process of the work environment answering any complex questions and situations needed during their on call training
Customer Service Specialist
Bank of America Stadium
01.2006 - 09.2013
- Managed incoming calls related to individual accounts addressing customer's inquiry in a timely and proficient manner
- Upselling additional company products or services like usage of available funds for home improvement, debt consolidation or any other independent need
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency
Education
No Degree - Computer Science
Durham Technical Community College
Durham, NCSkills
- Strong Sales Skills
- Detail-Oriented
- Excellent time management skills
- People-Oriented
- Excellent work ethic
- Motivated team player
- Exceptional communication skills
- Strong organizational skills
- Microsoft Outlook, Word and Excel
- Analytical thinking
- Conflict resolution skills
- Knowledgeable analyzing financial documents
- Quick Learner
Timeline
Loan Officer Assistant
New American Funding
08.2020 - Current
Telephone Mortgage Banker
First Citizens Bank
03.2019 - 08.2020
Mortgage Consultant
New Penn Financial
08.2018 - 07.2019
Home Mortgage Direct Loan Counselor
BB&T Bank, Airport Center Dr. Greensboro, NC
01.2016 - 01.2018
Mortgage Servicing Team Lead
BB&T
09.2013 - 08.2016
Customer Service Specialist
Bank of America Stadium
01.2006 - 09.2013
No Degree - Computer Science
Durham Technical Community College
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