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Skills

  • Client consultations and needs assessment
  • Loan documentation process optimization
  • Financial transactions expertise
  • Client relationship building
  • Mortgage loan origination
  • Proficient in 10-key
  • Client Retention Strategies
  • Deep knowledge of bankruptcy processes
  • Team building
  • Problem resolution

Work Experiences

  • Adapted company-wide CRM for client communication.
  • Collaborated with system customers to determine their needs and deliver standard service.
  • Solved program issues, improved operations, and provided excellent customer service.
  • Adapted company-wide CRM to better manage client communication, resulting in a 19% improvement in loan fulfillment speed.
  • Successfully closed an average of 17 loans every month.
  • Acted as the primary liaison between clients and underwriters.
  • Collaborated with loan officers.
  • Went over 13 financial statements in 6 months and reviewed them.
  • Achieved a 23% improvement in team’s target performance.
  • Achieved loan accuracy.

Summaries

  • Achieved 30% fewer delays.
  • Client-centric Reverse Mortgage Specialist with 4 years of experience, consistently growing business through solid financial advice, innovative cross-sell strategies, and 75% client retention.
  • Reverse Mortgage Specialist with 7 years of successful process improvement and team leadership experience.
  • Boosted customer service ratings by 18%.
  • 18 years of experience.
  • Costs were consistently reduced while profits were increased.
  • Achieved 78% success rate in resolutions.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Awarded President's Club in 2020.
  • Closed 4 loans.

Accomplishments

  • Resolved product issue through consumer testing.
  • Partnered with local community organizations to promote awareness of reverse mortgage benefits, resulting in 84% new client applications.
  • Consistently exceeded monthly reverse mortgage origination goals by 34% through a consultative sales approach.
  • Collaborated with team of 13 in the development of method.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed reverse mortgage educational materials that cut customer confusion by 20% and reduced application dropouts.
  • Created a customer follow-up protocol that improved client retention by 31% in the first 2 months.
  • Automated the reverse mortgage loan tracking system, cutting administrative time by 55%.
  • Winner of Top Reverse Mortgage Specialist Award in 2020 for achieving 38% above sales targets.
  • Nominated for Employee of the Year in 2016 for successfully exceeding reverse mortgage closing targets by 84%.

Affiliations

  • Lions Club
  • Association of Information Technology Professionals
  • Toastmasters
  • Accredited Mortgage Banking Professional (AMB) procedure
  • Compliance Certification in FHA Mortgage Guidelines ITIL
  • Project Management Institute
  • International Council of Nurses
  • Association for Supply Chain Management (APICS)
  • Society of Women Engineers
  • Financial Planners Association – Mortgage Relationships Partner

Certifications

  • Certified Financial Planner (CFP) with Reverse Focus
  • CompTIA Security+
  • Advanced FHA Insured Home Equity Conversion Mortgages (HECM) Certification
  • CompTIA Network+
  • Advanced Certified Reverse Mortgage Counselor (ACRMC)
  • Elder Financial Abuse Prevention Certification - Beacon Labs
  • Certified Master Coach (CMC) for Reverse Mortgages - Lakeside Partners
  • Certified Fraud Examiner (CFE) method
  • Certified Mortgage Professional (CMP) - standard
  • Project Management Professional (PMP)

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