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Skills

  • Client relationship management
  • Cash Flow analysis
  • Communications
  • Loan underwriter coordination
  • Customer service
  • Handling distressed loans
  • Collaborating with Cross-Functional Teams
  • Client follow-up system implementation
  • Client Financial Needs Assessment
  • Improving response times

Work Experiences

  • Achieved a response rate of over 34%.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Cut down resolution times by 39%.
  • Saved $2 by putting in place cost-cutting measures that addressed long-standing issues.
  • Consistently met monthly KPIs for loan disbursements.
  • Had an excellent attendance record and was always on time for work.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Transported Asana to the past year customer locations.
  • Achieved $5 in approved loans.
  • Achieved a 62% reduction in errors.

Summaries

  • Boosted customer loyalty through tailored loan experiences.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Contributed to a 18% reduction in loan delinquency.
  • Achieved 73% repeat referrals for loans.
  • Boosted client loyalty.
  • Self-driven and dependable, with strong teamwork, problem-solving, and organizational abilities.
  • Achieved 59% application approval in the first submission cycle.
  • Achieved 33% reduction in default rates.
  • Achieved an application approval rate of 50%.
  • Consistently recognized for excelling in default risk mitigation strategies resulting in 45% reduction in default rates and long-term client partnerships.

Accomplishments

  • Spearheaded a process improvement project that cut document submission down by 70% leading to enhanced borrowing experience.
  • Collaborated with team of 9 in the development of method.
  • Collaborated with the collections department to resolve 8% of past-due accounts, reducing overall delinquency.
  • Assisted in the development of a new customer service training program, resulting in a reduction of service-related complaints by 62%.
  • Worked directly with compliance officers to ensure adherence to process, maintaining a 66% audit pass rate.
  • Reviewed and processed 14 loan applications weekly with Tableau, ensuring accuracy under tight deadlines and requirements.
  • Instrumental in managing a portfolio of 9 accounts, ensuring regulatory compliance and timely processing for clients.
  • Resolved product issue through consumer testing.
  • Led a customer retention initiative that resulted in a 47% increase in client engagement and satisfaction, surpassing set goals.
  • Exceeded customer service goals by 21% through effective cross-selling of loan products and personalized client care.

Affiliations

  • Toastmasters
  • Active Participant in Mortgage Bankers Association (MBA) - Attended annual conferences on mortgage industry trends and compliance changes.
  • Association of Information Technology Professionals
  • Certified in Refinancing Strategy Development by Brightline - Completed comprehensive study on improving borrower satisfaction during refinancing.
  • Jaycees
  • Participant of Commercial Finance Association (CFA) Seminars - Focused on streamlining commercial loan processes and client relationship management.
  • Active Role in the American Financial Services Association (AFSA) - Contributed to discussions on lending regulations and industry updates.
  • Participant in Customer Service and Loan Retention Programs with procedure - Focused on improving customer retention by 55%.
  • Society of Human Resource Management
  • Certified Fund Specialist (CFS) - Credentialed via the Institute of Business & Finance with a focus on comprehensive loan fund recommendations.

Certifications

  • Certified Mortgage Banker (CMB)
  • CMP Designation - Certified Mortgage Professional
  • ServSafe
  • Certified Management Accountant (CMA)
  • Certified Business Analysis Professional (CBAP)
  • Advanced Mortgage Servicing Certificate from Harbor & Co.
  • Certified in Mortgage Resolution (from Lakeside Partners)
  • CompTIA A+ Technician
  • FHA/VA Underwriting Certification
  • Certified Banking & Credit Analyst (CBCA)

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