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Skills

  • Multilingual communication (e.g. Mandarin)
  • Operational improvement
  • Supervision
  • Moody's KMV CreditEdge
  • Performance analysis and reporting
  • Presentation skills for remote and in-person settings
  • Project organization
  • Business operations
  • Customer Satisfaction Improvement Initiatives
  • Team building

Work Experiences

  • Closed over 14 reverse mortgage loans in 2017, delivering exceptional customer service while maintaining compliance with federal regulations.
  • Collaborated with title and escrow companies to facilitate flawless title transfers for reverse mortgage borrowers, reducing errors by 46%.
  • Reviewed and edited loan agreements to improve efficiency and accuracy.
  • Achieved highest performance in 2015.
  • Achieved 51% repeat business.
  • Analyzed reverse mortgage marketing strategies.
  • Collaborated with real estate professionals.
  • Achieved results in 2021.
  • Aided senior credit officers in the processing of complex loan applications.
  • Successfully closed an average of 3 loans every month.

Summaries

  • Adept at cross-selling financial services.
  • Achieved a 25% success rate in securing optimal loan terms.
  • Recognized on a regular basis for outstanding performance and contributions to the Banking and Financial Services industry's success.
  • Addressed individual financial goals.
  • Throughout the sales process, demonstrating strong interpersonal skills and providing exceptional service.
  • 12 years of experience.
  • Reverse Mortgage Loan Officer with 18 years of successful client relations and workflow optimization experience.
  • Dedicated to maintaining a high level of professionalism and trustworthiness.
  • Built lasting relationships with clients through personalized mortgage consultations, resulting in a 55% increase in referrals and repeat business.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Documented and resolved process which led to system.
  • Interpreted and communicated underwriting guidelines clearly, reducing reverse mortgage application rejections by 21%.
  • Promoted understanding of reverse mortgage fundamentals through thought leadership programs, boosting lead quality by 45%.
  • Surpassed monthly reverse mortgage loan origination goals by 20%, contributing to Beacon Labs’s overall growth in the reverse mortgage segment.
  • Improved client retention by 63% by offering annual reviews and refinancing options for reverse mortgages.
  • Utilized proficiency in Mandarin to expand service reach in diverse communities, increasing reverse mortgage inquiries by 85%.
  • Trained home equity borrowers on the basics of reverse mortgages, resulting in a 16% increase in favorable satisfaction scores.
  • Earned OSHA to enhance ability to explain complex reverse mortgage concepts in simplified terms for better customer outcomes.
  • Increased overall reverse mortgage portfolio value by 17% by identifying and converting viable leads among homeowners aged 5+.
  • Generated 67% repeat business from existing reverse mortgage clients through personalized refinancing and equity solutions.

Affiliations

  • Society of Human Resource Management
  • Project Management Institute
  • National Association of Mortgage Brokers (NAMB)
  • Association for Computing Machinery
  • Council on Finance and Economy for Aging Communities
  • National Association of Estate Planners & Councils (NAEPC)
  • Certified Mortgage Banker (CMB), 2021 Certification
  • National Aging in Place Council (NAIPC)
  • Jaycees
  • American Seniors Housing Association (ASHA)

Certifications

  • Certified Residential Mortgage Specialist (CRMS)
  • Certified Credit Counselor (CCC)
  • Certified Customer Service Specialist (CCSP) for Mortgage Professionals Brightline
  • Mortgage Fraud Awareness Training Northwind
  • ServSafe
  • CompTIA Security+
  • CompTIA A+ Technician
  • Home Equity Conversion Mortgage (HECM) Counselor Certification
  • CompTIA Network+
  • Reverse Mortgage Specialist Designation Brightline

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