Tessa C. Phillips
Lending
Summary
Dedicated and detail-oriented Loan Operations Specialist with extensive experience in loan processing, commercial lending, and customer service. Proven track record of managing high-volume workloads efficiently, ensuring compliance with regulatory requirements, and maintaining strong relationships with borrowers and stakeholders. Excels in fast-paced environments, meeting deadlines, and delivering exceptional service.
Overview
16
16
years of professional experience
Work History
Loan Operations Specialist
InBank
04.2023 - Current
- Onboard loans including Mortgage, Consumer, HELOC, Commercial, and SBA in a timely manner
- Process maintenance requests such as payments, payoffs, and advances
- Handle escrow servicing, rate adjustments, and loan disbursements
- Balance daily general ledgers related to all loan types and any movement of money
- Maintain relationships with borrowers, branch staff, and lending staff
Senior Loan Processor
Partner Colorado Credit Union
04.2022 - 04.2023
- Trained and coached new associates, leading to improved team performance
- Maintained successful member relationships by reviewing, processing, closing, and funding loans
- Created committees to strengthen team atmosphere
- Ensured all supporting documents were accurately prepared while communicated clearly with borrowers
- Processed, analyzed, researched, and resolved all real estate duties related to appraisals, title, flood and hazard insurance
- Prepared closing packages, ensuring the closing process was on-time and documentation was complete and accurate
Mortgage Processor I
Michigan State University FCU
03.2021 - 04.2022
- Reconciled mortgage applications and prepared mortgage files for underwriting
- Communicated with borrowers, Realtors, vendors, appraisers, and insurance agents to keep all parties updated
- Communication is concise and speedy using all platforms such as phone, email, and eMessage
- Maintained a pipeline of 25-30 files at a time, meeting monthly goals for funded and closed files
- Used good problem-solving skills and good judgement when any unusual delays or problems in the application process occur
- Ordered appraisals, title searches, flood certificates, surveys, and credit reports
- Created a collaborative team environment between Loan Officers, Underwriters, and Closers
Traveling Loan Officer II
Michigan State University FCU
02.2016 - 03.2021
- Assisted members and coworkers with lending processes, sharing experiences and knowledge
- Thrived in multi-tasking, self-management, and self-motivation, maintaining high professional standards
- Developed connections within the Branch Network, supporting loan reviews, questions, guidance, and overrides
- Worked in various locations throughout the Branch Network, understanding diverse membership and employee dynamics
- Utilized lending limits responsibly while mentoring peers in developing their lending knowledge
- Assumed risk in utilizing lending limits while also mentoring peers in the development of their lending knowledge
- Processed IRA, Trust, Business, Estate, Conservator, Rep Payee accounts
- Collected, processed, and closed Home Equity loans
- Assisted and educated members with solutions to achieve their financial goals
- Provided resolutions in escalated member situations and took appropriate action
- Took part in training and development of new employees
- Used critical thinking skills to solve problems and improve processes, work efficiently and effectively
Sales Management Trainee
Enterprise Holdings
10.2015 - 04.2016
- Achieved consistent monthly increases in sales, additional revenue, and customer satisfaction rates
- Conducted weekly marketing with existing accounts to ensure mutual benefits for both establishments
- Developed and executed marketing strategies to attract new accounts, highlighting business practices and potential collaboration benefits
- Assisted in creating daily strategic plans to enhance operational efficiency
- Established and maintained strong customer relationships through effective rapport-building techniques
- Gained comprehensive knowledge of company history, product information, finances, and daily operations
Manager of Customer Service and Membership Sales
Court One Athletic Clubs
07.2014 - 10.2015
- Conducted daily audits of revenue from camps, tennis, and account payments
- Assisted in developing and implementing new marketing tactics to increase membership
- Collaborated daily with customer service representatives, members, and administration
- Created monthly schedules for 15+ employees
- Supervised customer service representatives to ensure high levels of member satisfaction
- Assisted in bi-weekly payroll processing
- Responsible for hiring employees to meet company needs
Intercollegiate Athletics- Women's Basketball
Grand Rapids Community College
09.2008 - 03.2010
- Named captain both freshman and sophomore year by teammates and coaches
- Demonstrated commitment and responsibility towards sport and academics
- Gained valuable leadership and team-building experience
- Developed skills in teamwork, organization, and communication while excelling in a competitive environment
Education
Master of Science - Administration
Central Michigan University
Mount Pleasant01-2014
Bachelor of Arts - Communications
Michigan State University
East Lansing, MI 05.2001 -
Skills
Strong attention to detail
Financial statement analysis
Document review
Loan Processing and Closing
TRID Guidelines Knowledge
Conventional Home Equity Loan Experience
Strong Written and Oral Communication
Detail-Oriented and Accuracy-Driven
Customer Service Excellence
Time Management and Prioritization
Timeline
Loan Operations Specialist
InBank
04.2023 - Current
Senior Loan Processor
Partner Colorado Credit Union
04.2022 - 04.2023
Mortgage Processor I
Michigan State University FCU
03.2021 - 04.2022
Traveling Loan Officer II
Michigan State University FCU
02.2016 - 03.2021
Sales Management Trainee
Enterprise Holdings
10.2015 - 04.2016
Manager of Customer Service and Membership Sales
Court One Athletic Clubs
07.2014 - 10.2015
Intercollegiate Athletics- Women's Basketball
Grand Rapids Community College
09.2008 - 03.2010
Bachelor of Arts - Communications
Michigan State University
05.2001 -
Master of Science - Administration
Central Michigan University
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