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Skills

  • Customer service
  • Client Relationship Management (CRM) Platforms
  • Deep knowledge of bankruptcy processes
  • Financial transactions expertise
  • Loan Pre-Qualification Streamlining
  • Team building
  • Customer Satisfaction Improvements
  • Client portfolio management
  • Financial analysis aptitude
  • Knowledge of method State Lending Regulations

Work Experiences

  • Closed an average of 7 loans per month.
  • Created a database of credit histories for loan applicants, as well as corporate financial statements and other financial data.
  • Awarded Employee of the Year for team performance in 2019.
  • Achieved 57% growth throughout several months.
  • Boosted customer satisfaction by 71%.
  • Achieved a 59% year-over-year increase in loan business.
  • Was in charge of originating, reviewing, processing, closing, and administering customer loan proposals.
  • Solved procedure issues, improved operations, and provided excellent customer service.
  • Saved $10 by putting in place cost-cutting measures that addressed long-standing issues.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Collaborated with underwriters to expedite loan approval.
  • Completed over 8 mortgage applications while ensuring stringent adherence to state and federal regulatory guidelines, achieving a 53% approval rate.
  • Achieved $2 in new originations.
  • Award-winning customer service provider.
  • Clear understanding of project management and stakeholder engagement as well as risk assessment training.
  • Committed to reducing fall-through rates by issuing hyper-accurate loan estimates and facilitating client decision-making, improving loan closure by 84%.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Closed loans ahead of schedule by 85%.
  • Boosted client engagement and financial success.
  • Achieved approval for clients in multiple regions.

Accomplishments

  • Implemented a document tracking system that ensured 100% compliance with federal and state regulations, leading to zero audit findings in 2019.
  • Achieved Outstanding Service Award for maintaining a 80% customer retention rate by simplifying complex mortgage terms, benefiting both first-time home buyers and seasoned investors.
  • Managed a mortgage pipeline consisting of over 10 active applications, ensuring compliance with FHA, VA, and Fannie Mae regulations.
  • Handled underwriting escalations, securing approvals for 10 difficult-to-qualify borrowers, resulting in $15 in new business revenue.
  • Collaborated with team of 10 in the development of framework.
  • Utilized CRM systems to nurture relationships with over 7 real estate agents, leading to a 35% increase in referral business in 2016.
  • Acted as a key stakeholder in implementing updates to the company’s CRM, improving team outreach efforts by 60%, and increasing client engagement.
  • Developed an automated follow-up system through Asana that resulted in a 41% increase in post-loan client satisfaction and referrals.
  • Collaborated with marketing teams to craft advertising campaigns that led to a 85% increase in inquiries for custom mortgage solutions.
  • Led the processing of 18 loan applications per month, maintaining a 77% on-time closing rate through effective collaboration with underwriters and loan processors.

Affiliations

  • Association of Information Technology Professionals
  • International Council of Nurses
  • Institute of Financial Services Professionals
  • Society of Human Resource Management
  • Real Estate Marketing Strategies Association
  • Jaycees
  • Association for Supply Chain Management (APICS)
  • American Bankers Association (ABA) – Member
  • Rotary Club Member - Home Lending Division
  • Association for Computing Machinery

Certifications

  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • Certified Reverse Mortgage Professional (CRMP)
  • Real Estate Settlement Procedures Act (RESPA) Certification by Northwind
  • Apple Certified Associate (ACA)
  • Approved by HUD for Direct Endorsement (DE) Lender Certifications
  • Certified Residential Mortgage Specialist (CRMS) by National Association of Mortgage Brokers (NAMB)
  • Certified Public Accountant
  • Specialist in Government-Insured Loan Programs (SGILP) by metric
  • Leadership in Mortgage Banking Certificate by category

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