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
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
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
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
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)
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