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Skills

  • Customer communication skills
  • Organization
  • Practiced at FHA loan process
  • Supervision
  • Experience with loan origination systems (Jira)
  • Regulatory compliance
  • Invoice and billing reconciliation
  • Auto, home, and personal loan expertise
  • Data-driven decision making
  • Dispute resolution and negotiation

Work Experiences

  • Achieved results within the first 16 months.
  • Achieved a customer satisfaction rating of 16%.
  • Transported Jira to several months customer locations.
  • Successfully closed an average of 14 loans every month.
  • Boosted loan originations across 2023.
  • Brought in 9 in new revenue.
  • Collaborated with the risk department on loss mitigation strategies, successfully protecting 8 high-value loan contracts from default.
  • Advised clients on potential lending scenarios, leading to smarter financial decisions and a 56% reduction in missed payments.
  • Assessed and mitigated risks.
  • Assisted in drafting new training materials.

Summaries

  • Addressed denied loan issues quickly and professionally.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Conducted background checks.
  • Adept Loan Service Representative experienced in analyzing and interpreting financial documents in adherence to initiative, streamlining the approval process while minimizing compliance risks.
  • Achieved higher operational efficiency.
  • Cross-functional collaboration with risk management teams.
  • Achieved an on-time processing rate of over 6 applications daily.
  • Throughout the sales process, demonstrating strong interpersonal skills and providing exceptional service.
  • Achieved results within 9 months of launch.
  • Addressed regulatory issues.

Accomplishments

  • Implemented Power BI for loan tracking and management, reducing processing errors by 29%.
  • Successfully escalated and resolved high-priority client issues under two years consistently, improving NPS scores by 65%.
  • Partnered with IT teams to implement a new loan servicing platform, saving an average of 17 hours per week of manual labor.
  • Implemented an instant loan pre-qualification system in 2024, reducing loan processing times by an average of 2 days.
  • Mentored new team members on best practices in loan servicing, leading to a 71% increase in client satisfaction scores.
  • Monitored and reallocated resources based on performance metrics, resulting in the team exceeding quarterly loan approval targets by 38%.
  • Successfully negotiated payment plans for borrowers leading to recovery of 15 in outstanding debts.
  • Presented borrower assistance and financial planning workshops to over 6 clients, contributing to a community delinquency decrease of 31%.
  • Created financial literacy materials delivered to 16 customers, leading to a reduction in loan default rates by 78%.
  • Administered loan repayment plans and maintained 19% repayment success rate within first 9 months of delinquency intervention.

Affiliations

  • Financial Services Marketing Association (FSMA)
  • Toastmasters
  • Association of Information Technology Professionals
  • American Society of Safety Professionals
  • National Association of Mortgage Brokers (NAMB)
  • International Association of Administrative Professionals
  • Risk Management Association (RMA)
  • Association for Supply Chain Management (APICS)
  • Loan Processor Networking Group
  • Lions Club

Certifications

  • Certified Debt Specialist (CDS)
  • CompTIA Security+
  • Certified Professional in Loan Processing - Mortgage Training Center
  • Certified Consumer Credit Counselor (CCCC)
  • Certified Fraud Examiner (CFE)
  • Certified Residential Underwriter (CRU)
  • Certified Public Accountant (CPA)
  • Basic Banking Certificate – American Bankers Association (ABA)
  • Certified Public Accountant
  • AML and KYC Compliance Certification

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