Tonya Batson
Jacksonville
Summary
Mortgage closing professional prepared for all facets of loan processing. Known for ensuring accuracy in documentation and streamlining closing process. Highly collaborative and adaptable, fostering teamwork and delivering results. Proficient in data management and regulatory compliance, with strong focus on client satisfaction. Comfortable closing Conventional, FHA, VA, USDA and multiple bond/housing products in retail, wholesale, consumer direct and builder channels
Overview
17
17
years of professional experience
Work History
Closer
Digital Risk
12.2024 - 03.2025
- Managed a pipeline of prospects, maintaining consistent follow-ups to ensure timely closings.
- Maintained high levels of customer satisfaction by addressing concerns promptly and professionally throughout the closing process.
- Managed competing priorities under tight deadlines while maintaining accuracy in document preparation for smooth transaction completion.
- Delivered positive customer experiences and successful deal closures through open, constructive communications.
Customer Service Representative
UF Health, UFJPI
04.2024 - 12.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Met customer call guidelines for service levels, handle time and productivity.
- Sought ways to improve processes and services provided.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Mortgage Loan Closer
Silverton Mortgage
05.2022 - 03.2023
- Managed a high volume of loans simultaneously, prioritizing tasks efficiently to meet deadlines consistently.
- Delivered exceptional customer service, addressing client inquiries promptly and professionally.
- Streamlined communication between all parties involved in the mortgage process to ensure timely closures.
- Pleasantly answered questions from customers, typically returning calls within 1 hour.
- Maintained detailed records of each closed loan for future reference and auditing purposes.
- Prepared initial and final CDs as well as any changes in circumstance in between
VP, Consumer Direct Closing Operations
Guaranteed Rate, Inc.
03.2021 - 11.2021
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Identified opportunities to improve business process flows and productivity.
- Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
- Ensured regulatory compliance at all times by implementing robust internal controls systems coupled with proactive monitoring mechanisms.
Closing/Funding Manager
Open Mortgage, LLC
03.2016 - 12.2020
- Evaluated program effectiveness through data analysis and impact assessments, informing future strategy development and resource allocation decisions.
- Optimized internal processes through periodic review of procedures related to granting life-cycle leading to reduced bottlenecks and improved efficiency.
- Monitored project progress against milestones, providing regular updates to senior leadership and adjusting plans as needed to achieve desired outcomes.
- Created key performance indicators to measure and assess staff performance.
Loan Closer
Polunsky Beitel Green, LLP
04.2012 - 03.2016
- Demonstrated adaptability by successfully managing various loan closing tasks across all residential lending sectors.
- Conducted thorough post-closing audits to identify areas for improvement and implement necessary changes accordingly.
- Utilized advanced organizational skills to manage multiple files simultaneously, prioritizing tasks based on urgency and importance.
- Stayed up-to-date on industry regulatory changes and best practices in order to maintain compliance at all times during loan closings.
- Managed high volume of loans while maintaining strict attention to detail and consistently meeting deadlines.
- Assisted in training new team members, sharing knowledge and expertise to foster a high-performing work environment.
- Ensured accuracy of closing documents by thoroughly reviewing all relevant information prior to client signing appointments.
Team Lead - Loan Setup, Redisclosure and Closing
Florida Capital Bank Mortgage
01.2008 - 01.2012
- Trained new team members by relaying information on company procedures requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Education
General Studies -
N.B. Forest High School
Jacksonville, FL01.1997
Skills
- Clear Communication Proficiency
- Customer Service Expertise
- Conflict Resolution
- Closing expertise
- Mortgage Strategy Meetings
- Mortgage Lending Compliance
- Document Review
- Regulatory compliance
- Collaborative Teamwork
- Leadership Proficiency
- Collaborative Decision-Making
- Team Cohesion Strategies
- Problem-Solving Skills
- Effective Issue Management
Timeline
Closer
Digital Risk
12.2024 - 03.2025
Customer Service Representative
UF Health, UFJPI
04.2024 - 12.2024
Mortgage Loan Closer
Silverton Mortgage
05.2022 - 03.2023
VP, Consumer Direct Closing Operations
Guaranteed Rate, Inc.
03.2021 - 11.2021
Closing/Funding Manager
Open Mortgage, LLC
03.2016 - 12.2020
Loan Closer
Polunsky Beitel Green, LLP
04.2012 - 03.2016
Team Lead - Loan Setup, Redisclosure and Closing
Florida Capital Bank Mortgage
01.2008 - 01.2012
General Studies -
N.B. Forest High School
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