Natalie Smith
ATLANTA
Summary
Highly organized and goal-oriented professional with over 8 years of experience in customer service, aviation and financial services industries. Recognized for strong communication, reliability, and the ability to anticipate needs in fast-paced environments. Known for building collaborative relationships and providing seamless support to customers and team members.
Overview
9
9
years of professional experience
Work History
Flight Attendant
Delta Air Lines, Inc
Atlanta, GA
04.2023 - Current
- Deliver exceptional customer service in a fast paced environment to enhance passenger satisfaction.
- Deliver food and beverage service on board aircraft.
- Use crew coordination to maintain efficient and safe cabin operations.
- Demonstrate flexibility and adaptability during schedule changes, delays, or challenging situations.
- Resolve conflict and emergencies onboard aircraft.
- Ensure safety and comfort of passengers.
- Collaborate with Delta team members, above and below wing, to ensure a smooth and efficient boarding process.
- Complete quarterly compliance training and annual in-person continuing qualification training.
Mortgage Processor & Closer
Town and Country Federal Credit Union
South Portland, ME
10.2021 - 04.2023
- Collaborated with Loan Officers to provide a timely, accurate and efficient mortgage transaction.
- Maintained a pipeline of 15-30 active loans in process while providing support to loan officers, borrowers, underwriters, title companies, and agents to ensure an efficient loan process and closing for borrowers.
- Utilized MortgageBot POS for loan processing and document organization.
- Obtained required documentation such as W2s, letters of explanation, VOEs, etc.
- Prioritized tasks based on deadlines and borrower-needs, ensuring a timely closing and enjoyable.
- Verified accuracy of all closing documents for completeness and compliance.
- Handled any conditions sent from underwriting.
- Prioritized tasks based on deadlines and borrower-needs, ensuring a timely closing and enjoyable .
- Performed post-closing follow-up on file completion requirements and provided support to Mortgage Servicing.
- Successfully worked in a hybrid work-environment.
Mortgage Servicing Specialist
Town and Country Federal Credit Union
South Portland, ME
10.2019 - 10.2021
- Served as the sole Mortgage Servicing Specialist within a fast paced credit union environment.
- Provided clear communication with borrowers regarding payments, escrow disbursements, mortgage payoffs/releases and escrow analyses.
- Developed and implemented process improvements within the servicing department to enhance operation efficiency.
- Created and documented procedures for servicing department to ensure consistency and accuracy.
- Processed payoffs and prepared releases for mortgage loans in a timely manner.
- Maintained over 1000 mortgage escrow accounts and ensured on time insurance and tax disbursements.
- Prepared and executed annual escrow analyses and provided documentation to members regarding payment changes.
- Answered questions from members, call center representatives and branch locations regarding mortgage servicing.
- Researched and evaluated mortgage servicing technology vendors, providing recommendations that supported operational improvements and enhanced workflow efficiency.
- Worked with accounting department and managed mortgage GLs to ensure accurate payoff amounts and escrow disbursements.
- Partnered with executive leadership and project managers to lead meetings focused on process improvements, technology implementation, and operational updates.
Bank Teller
Town and Country Federal Credit Union
South Portland, ME
01.2019 - 11.2019
- Handled large cash transactions, disbursed checks and balanced cash drawers in fast paced environment.
- Executed accurate loan payment processing and collaborated with designated departments to resolve issues efficiently.
- Processed customer transactions promptly and efficiently.
- Educated customers on use of banking website and mobile apps.
- Attended in-person and virtual training sessions.
- Developed and maintained member relationships to enhance personalized service and build trust.
- Trained new staff on procedures and customer interaction best practices.
Mortgage Loan Officer Assistant
Society Mortgage (formerly Consumer Real Estate Finance Company)
Biddeford, ME
01.2018 - 12.2018
- Managed a pipeline of mortgage applications, maintaining clear communication and obtaining required documentation for loan originators.
- Screened hundreds of potential borrowers for mortgage pre-approval in face paced sales environment.
- Answered questions from customers regarding loan products, pre-approval requirements and loan processes.
- Set up files using loan officer checklist and submitted on-time for processing.
- Worked alongside loan officers and provided support wherever needed to ensure efficient and accurate transactions.
- Achieved daily, weekly and monthly sales targets.
Education
No Degree - Digital Communications And Media
Southern Maine Community College
South Portland, MENo Degree - Journalism
Southern Connecticut State University
New Haven, CTSkills
- Escrow management
- Attention to detail
- Time management
- Verbal and written communication
- Emergency situations management
- Pipeline management
- Proficient in MortgageBot POS
- Payment processing
- Property tax and insurance tracking
- Proficient in Servicing Director
- Banking CRM
- Microsoft Excel
- Adaptability and flexibility
- Cash handling
- Client relationship building
- Accounting Processes
Timeline
Flight Attendant
Delta Air Lines, Inc
04.2023 - Current
Mortgage Processor & Closer
Town and Country Federal Credit Union
10.2021 - 04.2023
Mortgage Servicing Specialist
Town and Country Federal Credit Union
10.2019 - 10.2021
Bank Teller
Town and Country Federal Credit Union
01.2019 - 11.2019
Mortgage Loan Officer Assistant
Society Mortgage (formerly Consumer Real Estate Finance Company)
01.2018 - 12.2018
No Degree - Digital Communications And Media
Southern Maine Community College
No Degree - Journalism
Southern Connecticut State University