Payton Newlun
Clinton
Summary
Dynamic Construction Draw Analyst at Kiavi with a proven track record in problem-solving and customer relationship management. Successfully disbursed over 10,000 draws while enhancing processes and exceeding targets. Renowned for exceptional communication skills and fostering strong relationships with all borrowers, driving operational excellence in high-volume environments.
Overview
4
4
years of professional experience
Work History
Construction Draw Analyst
Kiavi
Pittsburgh
12.2020 - 10.2021
- Senior-level analyst who has taken on all high-end tasks, such as infill, training, change orders, and enterprise/VIP borrowers, all while maintaining a full pipeline.
- Very successful in managing a high-volume pipeline, exceeding goals, and surpassing monthly targets.
- Identified opportunities for process improvements when it comes to escalated calls, borrower documentation, and creating relationships with enterprise borrowers.
- Maintained a positive working relationship with fellow staff and management during consistently high-volume periods.
- Disbursed over 10,000 draws throughout my analyst career, showcasing expertise in the construction processes.
- Recognized by management for providing exceptional customer service via email and phone calls.
- Identified the needs of customers promptly and efficiently throughout my career in construction.
Customer Care Specialist
Kiavi
Pittsburgh
12.2020 - 10.2021
- Company Overview: Servicing mortgage accounts for the largest fix and flip lender in the country.
- Servicing mortgage accounts for the largest fix and flip lender in the country.
- Problem solve daily issues for customers like mortgage payoffs, payments and lien releases.
- Help other departments when there is an overflow. These departments include, Default Prevention, Servicing Admin, Post-Close and currently training to assist LA’s with initial reviews.
- Servicing mortgage accounts for the largest fix and flip lender in the country.
Customer Solutions Specialist
LoanCare
Township of Moon
05.2019 - 01.2020
- Handled anywhere between 120 and 200 calls per day in a high-volume mortgage call center.
- Service mortgage accounts for the 2nd largest sub servicing company in the US.
- Handle day to day issues regarding escrow accounts, mortgage payments, loan documents and the Covid-19 epidemic.
- Use cognitive thinking to resolve issues in a fast pace high call volume environment.
- Lead team in production consecutively for the last 5 months while achieving monthly bonus goals.
- Onboarded new hires and trained on how to manage escalated calls.
Bartender
Grimaldi's Pizzeria
Greenville
01.2018 - 04.2019
- Effectively communicated with customers to meet their needs so they could have an efficient dining experience.
- Directly oversaw the overnight store operations, including issuing staff assignments and creating production lists.
- Increased monthly sales goals to meet store quota and helped increase store revenue to be top in production in our region.
Education
Bachelor of Arts - Communication Studies
West Virginia University
Morgantown, WV01.2017
Skills
- Problem-solving and data analysis
- Escalation management
- Customer relationship management
- Construction process skills
- Time management
- Communication skills
- Organizational skills
Timeline
Construction Draw Analyst
Kiavi
12.2020 - 10.2021
Customer Care Specialist
Kiavi
12.2020 - 10.2021
Customer Solutions Specialist
LoanCare
05.2019 - 01.2020
Bartender
Grimaldi's Pizzeria
01.2018 - 04.2019
Bachelor of Arts - Communication Studies
West Virginia University
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