Chastity Donar
Middletown
Summary
Results-driven Loan Servicing Manager with expertise in enhancing operational efficiency and team performance. Proven ability to implement process improvements and foster collaboration, delivering exceptional customer service and regulatory compliance.
Overview
11
11
years of professional experience
Work History
Loan Servicing Manager
PSECU
Harrisburg, PA
06.2024 - Current
- Managed loan servicing operations to ensure compliance with regulations and internal policies.
- Led team in processing title work, enhancing turnaround times and customer satisfaction.
- Developed training programs for staff to improve service delivery and operational efficiency.
- Implemented process improvements that streamlined workflows and reduced errors in loan servicing.
- Collaborated with cross-functional teams to resolve complex servicing issues effectively.
- Provided guidance and mentorship to junior staff, fostering professional development within the team.
- Provided exceptional customer service by promptly resolving borrower inquiries or concerns regarding their vehicle titles.
- Collaborated with cross-functional teams to ensure seamless loan servicing operations and compliance with regulatory requirements.
- Managed a team of loan servicing professionals, fostering an environment of continuous learning and improvement.
- Enhanced customer satisfaction by providing timely and accurate title information to borrowers.
- Optimized resource allocation by analyzing staffing needs and adjusting work schedules accordingly, maximizing departmental efficiency.
- Contributed to a positive workplace culture through open communication channels and regular feedback sessions with team members.
- Maintained up-to-date knowledge of industry regulations, ensuring full compliance within the team's work processes and procedures.
- Reviewed and updated departmental procedures regularly, identifying opportunities to refine processes for further efficiency gains.
- Complied with established internal controls and policies.
Consumer Loan Manager
PSECU
Harrisburg, PA
12.2022 - 06.2024
- Managed consumer loan portfolios, ensuring compliance with regulatory requirements and organizational policies.
- Developed and implemented streamlined processes for loan approval, enhancing operational efficiency.
- Trained and mentored team members on best practices in consumer lending and customer service.
- Analyzed credit reports to assess borrower qualifications and mitigate risk effectively.
- Collaborated with cross-functional teams to improve customer experience and resolve complex loan issues.
- Evaluated loan applications, providing timely feedback to applicants throughout the underwriting process.
- Led initiatives aimed at improving loan processing speed while maintaining accuracy and quality standards.
- Contributed to the development of internal policies and procedures related to consumer lending operations, ensuring consistency and adherence to industry best practices.
- Analyzed credit reports and financial information to make informed lending decisions for consumer loans.
- Regularly reviewed team performance metrics, identifying areas for improvement and providing targeted coaching accordingly.
- Managed a team of loan officers, providing guidance and support to ensure high levels of productivity and performance.
- Mentored new hires on company policies, procedures, and best practices in consumer lending management.
- Provided exceptional customer service by addressing client inquiries promptly, resolving issues efficiently, and fostering trust with borrowers.
- Conducted regular reviews of loan portfolios, identifying areas of potential risk or opportunity for growth.
- Evaluated loan applications against established criteria, making appropriate approval recommendations based on thorough analysis.
Mortgage Closer
PSECU
Harrisburg, PA
04.2019 - 12.2022
- Led final review of loan documents ensuring compliance with regulatory standards and organizational policies.
- Coordinated communication between lenders, borrowers, and real estate agents to streamline closing processes.
- Developed and maintained comprehensive checklists for closing procedures to enhance accuracy and efficiency.
- Analyzed discrepancies in loan documentation, resolving issues promptly to ensure timely closings.
- Enhanced customer satisfaction by providing clear guidance and support throughout the mortgage closing process.
- Organized and prioritized multiple loan files simultaneously, maintaining strict deadlines to meet client expectations.
Consumer Loan Processor
PSECU
Harrisburg, PA
07.2017 - 04.2019
- Process consumer loan applications with attention to detail and adherence to guidelines.
- Verify applicant information and assess creditworthiness using proprietary software systems.
- Collaborate with underwriting team to resolve discrepancies and ensure timely approvals.
- Maintain accurate records of loan processing activities in compliance with regulatory standards.
- Train new staff on loan processing procedures and system usage for improved efficiency.
- Adapted swiftly to new software platforms, utilizing technology effectively to enhance productivity in loan processing tasks.
- Facilitated smooth closings by coordinating all necessary paperwork and obtaining required signatures from involved parties on time.
- Contributed positively to a professional work environment by maintaining confidentiality of sensitive client information.
- Managed a high volume of loan applications, prioritizing tasks efficiently to meet deadlines consistently.
- Achieved high levels of accuracy in document preparation, reducing delays due to errors or missing information.
- Conducted thorough credit analysis to minimize risk of default, protecting the financial institution''s interests.
- Maintained accuracy in data entry, ensuring error-free loan applications for faster approvals.
- Identified opportunities for cross-selling additional financial products, increasing revenue for the organization.
- Kept up-to-date with industry trends and regulatory changes, adapting processes as needed for continued success.
- Provided training to new team members, ensuring consistent quality in loan processing across the department.
Customer Service Representative
PHEAA
Harrisburg, PA
06.2015 - 07.2017
- Resolved customer inquiries and issues via phone, email, and chat channels.
- Maintained detailed records of customer interactions and transactions.
- Collaborated with cross-functional teams to improve service delivery processes.
- Conducted training sessions for new hires on customer service protocols and tools.
- Mentored junior representatives, fostering a culture of continuous improvement within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
High School Diploma -
Middletown Area High School
Middletown, PASkills
- Default management
- Procedure implementation
- Willing to learn
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Active listening
Timeline
Loan Servicing Manager
PSECU
06.2024 - Current
Consumer Loan Manager
PSECU
12.2022 - 06.2024
Mortgage Closer
PSECU
04.2019 - 12.2022
Consumer Loan Processor
PSECU
07.2017 - 04.2019
Customer Service Representative
PHEAA
06.2015 - 07.2017
High School Diploma -
Middletown Area High School