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Skills

  • Cross-departmental collaboration
  • Relationship development
  • Loan Approval Process Acceleration
  • Team building
  • Regulatory compliance
  • MS Office
  • Customer service excellence
  • Client communication & coordination
  • Customer satisfaction tracking
  • Application workflow optimization

Work Experiences

  • Consistently met or exceeded daily loan application quotas by processing an average of 5 new loan submissions and referrals.
  • Collaborated with system customers to determine their needs and deliver standard service.
  • Solved program issues, improved operations, and provided excellent customer service.
  • Assisted clients in completing HubSpot applications that resulted in a 67% increase in customer loan approvals within several months.
  • Achieved a 27% boost in overall operational efficiency.
  • Compiled loan documentation systems.
  • Saved $15 by putting in place cost-cutting measures that addressed long-standing issues.
  • Answered high-volume client calls.
  • Achieved Excellence Award in 2020.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Contributed to a 74% improvement in client retention.
  • Contributed to a 20% increase in customer loan approvals.
  • Adept at suggesting process improvements.
  • Organizes paperwork, resolves discrepancies, and collaborates with third-party vendors to resolve issues and close deals.
  • Costs were consistently reduced while profits were increased.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Consistently improved data accuracy.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adept at high-volume loan paperwork processing.
  • Boosted departmental efficiency by 58%.

Accomplishments

  • Managed high-volume inbound customer communications, answering loan-related queries while maintaining a 82% issue resolution rate.
  • Partnered with the compliance department to ensure loan operations met federal and state regulatory guidelines, contributing to a flawless audit in 2019.
  • Recommended process improvements to management that reduced recurring application errors by 22%, leading to faster loan approvals.
  • Completed loan application intake processes with a focus on eliminating errors, which contributed to an overall system accuracy rate improvement of 83% for the 2022 fiscal year.
  • Updated and maintained client information in the database with 20% accuracy, ensuring loan officers had up-to-date information.
  • Organized and maintained sensitive client files and records, ensuring all data was entered with 32% accuracy in compliance with program.
  • Successfully conducted loan application troubleshooting, resolving 63% of client issues in 18 months, reducing overall processing delays.
  • Streamlined document verification processes for loan departments, saving 14 hours of processing time per week.
  • Reduced loan processing times by 70% through proactive client communication and timely collection of required documentation.
  • Assisted in coordinating and hosting a series of client information sessions about the loan approval process, increasing customer engagement by 33%.

Affiliations

  • International Association of Privacy Professionals (IAPP)
  • Association of Information Technology Professionals
  • Freemason
  • Customer Service Institute of America (CSIA)
  • Loan Review and Risk Analysis Professionals Forum
  • Local Small Business Loan Facilitators Network
  • National Mortgage Professional Association (NMPA)
  • American Institute of Professional Bookkeepers (AIPB)
  • Loan Processor Certification by National Mortgage Licensing System (NMLS)
  • Financial Services Roundtable (FSR)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Financial Services Auditor (CFSA) – program
  • CompTIA A+ Technician
  • Salesforce
  • Certified Bank Teller (CBT) - Summit Group
  • Notary Public Certification - Colorado
  • AML (Anti-Money Laundering) Certification - framework
  • Project Management Professional (PMP)
  • Customer Service Institute of America (CSIA) - Certified Customer Service Professional (CCSP)
  • Financial Counseling Certification - Summit Group

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