Kayla McLaurin
Sumrall
Summary
Highly skilled Loan Servicing Specialist with expertise in data accuracy and security. Hardworking professional with over 20+ years of assisting customers, scheduling payments and reviewing credit histories. Goal-oriented former Accounting professional whose confidence, perseverance, and vision promotes organizational success.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Mortgage Loan Servicing Specialist-40 Hrs/wk
The First Bank Operations Center
11.2021 - Current
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Monitored, tracked, and logged status of escrow checks.
- Explained very technical financial information to customers in easy-to-understand language.
- Reviewed and validated details of loan applications and closing documentation for escrow setup with 100% accuracy.
- Collected and compiled paperwork such as insurance documentation, loan files and tax (parcel) information.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Lead Bookkeeper/Office Manager/CFO Asst.-40 Hrs/wk
Roberts' Company
02.2001 - 10.2021
- Trained bookkeepers
- Managed logs for cash variance, bank deposits, voids, register pickups, charge sales, coupons, and safe counts
- Handled accounts receivable and payable
- Addressed a myriad of issues requiring immediate attention and resolved them
- Operated computers programmed with accounting software to record, store, and analyze information
- Distributed payroll checks
- Handled money order and western union transactions
- Performed general office duties such as: filing, faxing, and answering phones
- Maintained overall price integrity in store
- Conducted price changes as needed
- Inserted information on spreadsheets for CTO reports
- Coached new hires on company processes while managing employees to achieve maximum production.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Generated invoices upon receipt of billing information and tracked collection progress
- Entered financial information and payments to guarantee that vendors were paid accurately and on time with 100% accuracy.
- Communicated with customers to identify and resolve outstanding payments
- Managed and responded to all correspondence and inquiries from customers and vendors
- Reconciled company bank, credit card and line of credit accounts.
- Maintained computer and physical filing systems.
Customer Service Specialist-40 Hrs/wk
All Brands Food
02.2010 - 12.2010
- Dispatched service calls to techs
- Set up planograms
- Kept accurate record of all customers
- Handled price changes
- Mailed billing statements to customers
- Answered and quickly redirected up to 75-100calls per day
- Ordered and distributed office supplies while adhering to fixed office budget
- Coordinated domestic and international travel arrangements, including booking airfare, hotel and transportation
- Screened applicant resumes and coordinated both phone and in-person interviews
- Greeted numerous visitors, including VIPs, vendors, and interview candidates
- Performed data entry for orders
- Managed client records
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Audit Clerk-40 Hrs/wk
Brown Bottling Group
04.2008 - 09.2009
- Counted vending machine and route money
- Collected 12 daily route driver envelopes for review as part of comprehensive daily auditing routine.
- Payroll
- Inserted customer orders
- Directed guests and routed deliveries
- Helped distribute employee notices and mail around office.
- Reviewed and submitted accounting paperwork such as vouchers, invoices and statements with high accuracy.
- Researched cash variances investigated root causes and corrected problems with detail-oriented approach.
Inside Sales Representative-40 Hrs/wk
Howard Technology Solutions
01.2007 - 03.2008
- Accountable for approximately 7 territories
- Wrote sales contracts for orders obtained and submitted orders for processing
- Set weekly goals for 5 inside sales representatives
- Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries
- Set up new accounts, established customer credit, and set up payment methods
- Managed and recorded all leads from outbound telephone marketing
- Completed 250 daily cold calls, with average customer conversion rate of 67%
- Emphasized product features based on analysis of customers' needs
- Answered customers' questions regarding products, prices and availability
- Maintained friendly and professional customer interactions at all times.
Education
Master Of Business Administration -
Belhaven University
Jackson, MS12.2024
Bachelor's - University Studies/Speech Pathology
University of Southern Mississippi
Hattiesburg, MS12.2019
Skills
- Accounts Payable
- Scheduling and budgeting
- Data entry
- Judgement and Problem Solving
- Payment Schedule Computation
- Claims Service
- Legal Documentation
- Credit Verification
- Mortgages and Loans
- Escrow Analysis
- Banking Regulations
- Loan Records Filing and Maintenance
- Customer Care
- Servicing Procedures
- Complaint Handling
Certification
Mississippi Insurance Department
- Licensed Insurance Benefit Specialist - April 2016 to January 2022
- Area of certification - Life, Accident, Sickness and Health
Timeline
Mortgage Loan Servicing Specialist-40 Hrs/wk
The First Bank Operations Center
11.2021 - Current
Customer Service Specialist-40 Hrs/wk
All Brands Food
02.2010 - 12.2010
Audit Clerk-40 Hrs/wk
Brown Bottling Group
04.2008 - 09.2009
Inside Sales Representative-40 Hrs/wk
Howard Technology Solutions
01.2007 - 03.2008
Lead Bookkeeper/Office Manager/CFO Asst.-40 Hrs/wk
Roberts' Company
02.2001 - 10.2021
Master Of Business Administration -
Belhaven University
Bachelor's - University Studies/Speech Pathology
University of Southern Mississippi
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