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Skills

  • Compliance with federal lending regulations
  • Debt consolidation planning
  • First Aid/CPR
  • Customer education
  • CCTV
  • Administrative support
  • Operational improvement
  • Budget counseling
  • Custom loan solution development
  • Planning and coordination

Work Experiences

  • Based solutions on individual client needs.
  • Learned workflow optimization and client relations to help with office needs.
  • Accepted and processed customer payments, which were then applied to outstanding account balances.
  • Achieved compliance in 2023.
  • Kept my procedure knowledge up to date by doing team leadership and stakeholder engagement.
  • Developed a reputation for punctuality and hard work.
  • Achieved a 85% improvement in loan recovery rates.
  • Boosted loan onboarding by $13.
  • Achieved results over 6 months.
  • Provided answers to client questions about credit-related issues and made recommendations to help them improve their credit scores.

Summaries

  • Multilingual and fluent in Japanese and Spanish, with a strong grasp of cultural differences.
  • Achieved a 28% reduction in loan default rates.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Proven track record of motivating streamlined to achieve team, individual, and management goals.
  • Achieved 30% faster loan processing.
  • Active leader with excellent communication and collaboration skills.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Communicative and team-oriented, with Tableau expertise.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Motivating leader who has built and managed process teams in the past.

Accomplishments

  • Received Excellence Award for pioneering a borrower education program that increased customer satisfaction scores by 70% in 2015.
  • Achieved 56% compliance in framework audits by establishing a streamlined audit preparation process that minimized discrepancies in loan documentation.
  • Improved borrower satisfaction by 34% through personalized counseling sessions and a consultative approach to complex loan issues.
  • Reduced loan processing time by 11% by introducing workflow optimizations and fostering smoother collaboration between underwriting and compliance teams.
  • Received President's Club in 2018 for achieving a 75% growth in loan origination volume while maintaining superior informal client reviews.
  • Generated $14 in new loans by driving personalized outreach strategies and cultivating connections within underserved communities.
  • Developed risk mitigation strategies in collaboration with legal and underwriting departments, directly reducing the default rate by 27%.
  • Reduced abandon rates during the loan application process by 80% through targeted interventions and improved customer onboarding practices.
  • Trained new team members on the use of Jira to manage loan portfolios, reducing errors in data entry workflows by 18% over several months.
  • Led portfolio of 8 loans, consistently exceeding performance benchmarks, resulting in a 35% increase in client retention year-over-year.

Affiliations

  • Attendee, National Settlement Services Summit (NS3), gaining expertise in title insurance and loan settlement process efficiencies.
  • Participant, Federal Housing Administration (FHA) Risk Management and Lending Workshops, with a focus on loan underwriting and risk assessment.
  • Volunteer, Denver Housing Development Corporation, providing pro bono financial counseling services to at-risk communities.
  • Founding Member, Boston Mortgage Process Efficiency Task Force, helping establish localized mortgage offerings and process improvements tailored to community needs.
  • Participant, American Lending Association (ALA) lobby group, advocating for consumer protection laws in mortgage lending policies.
  • Committee Member, Illinois Mortgage and Finance Reform Advocacy Board, engaging in regulatory discussions to refine loan protection laws.
  • Member, National Association of Mortgage Professionals (NAMP) since 2021, participating in industry updates, compliance, and regulatory training programs.
  • Contributing writer to framework, providing insights on the evolution of consumer mortgage trends and loan risk exposure.
  • Certified Loan Officer, Mortgage Bankers Association (MBA), maintaining up-to-date knowledge of industry standards and loan counseling practices.
  • National Association of Credit Management (NACM) Certified Professional, maintaining up-to-date loan problem-solving techniques.

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Financial Marketing Professional (CFMP)
  • Loan Processor Proficiency Certification
  • Certified Commercial Loan Officer (CCLO)
  • Certified Mortgage Underwriter (CMU)
  • Certified Loss Mitigation Specialist (CLMS)
  • Apple Certified Associate (ACA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Fannie Mae and Freddie Mac Loan Processing Certification
  • ServSafe

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