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Skills

  • Relationship development
  • Keen understanding of loan terms and structures
  • Escalation management for complex cases
  • Regulatory compliance
  • Credit report pulling
  • Document review and processing
  • Risk mitigation strategies
  • System equipment
  • Communications
  • Supervision

Work Experiences

  • Communicated loan status updates to clients.
  • Collaborated with collections team to recover past-due loans, maintaining a portfolio with 42% recovery rate.
  • Looked for industry trends on social media and through online sources.
  • Composed of mortgage, auto, and personal loans.
  • Coordinated loan transfers between departments.
  • Adhered to strict privacy standards.
  • Achieved 40% participation.
  • Assisted clients in understanding loan terms.
  • Consistently resolved high-priority issues.
  • Collaborated with collections team.

Summaries

  • Adhered strictly to regulatory compliance.
  • Accomplished at cross-selling financial products, achieving a 71% uptake on loan protection and insurance policies among new clients.
  • Consistently recognized for reducing loan default rates.
  • Costs were consistently reduced while profits were increased.
  • When it comes to money management, accuracy, honesty, and attention to detail are essential.
  • Clear understanding of process improvement and team leadership as well as vendor management training.
  • Customers are given tailored financial advice, service options, and product recommendations to help them manage their debt.
  • Strengths in cross-functional collaboration and budget management backed up by Miscellaneous training.
  • Achieved a 32% audit readiness rate.
  • Achieved a 44% uptake on insurance policies among new clients.

Accomplishments

  • Conducted thorough credit report analyses for loan applicants, ensuring accurate risk assessment and minimal loan defaults.
  • Facilitated clear communication between loan officers and borrowers, ensuring timely resolution of loan servicing issues and maintaining regulatory compliance.
  • Worked closely with marketing to create financial literacy workshops for clients, increasing understanding of loan repayment options and terms.
  • Identified and escalated potential fraud cases in 11 accounts, safeguarding the company from potential liabilities.
  • Created training materials on loan servicing policies and best practices, improving departmental compliance with state and federal regulations.
  • Documented and resolved program which led to framework.
  • Managed over 8 loan accounts, ensuring timely payment plans and resolving any client questions or concerns quickly.
  • Successfully reduced average response time to customer inquiries from 15 days to 17 hours, resulting in a 56% increase in client satisfaction scores.
  • Contributed to cross-functional team efforts aimed at enhancing customer-facing digital tools, improving usability and satisfaction by 71%.
  • Resolved escalated customer complaints related to loan terms, resulting in a 79% reduction in client escalations over a 14-month period.

Affiliations

  • National Consumer Reporting Association (NCRA)
  • American Society of Safety Professionals
  • Project Management Institute
  • American Marketing Association
  • Consumer Bankers Association (CBA)
  • Risk Management Association (RMA) - Raleigh Chapter
  • Certified Fiduciary and Investment Risk Specialist (CFIRS)
  • National Association of Credit Management (NACM)
  • Lions Club
  • National Association of Social Workers

Certifications

  • Certified Financial Services Auditor (CFSA)
  • CompTIA Security+
  • Certified Mortgage Servicing Specialist (CMSS) by system
  • Certificate in Loan Portfolio Management Harbor & Co.
  • Certified Business Analysis Professional (CBAP)
  • Certified Loan Processor (CLP) by Lakeside Partners
  • Loan Servicing Professional Certification Summit Group
  • Certified Fraud Examiner (CFE)
  • Cisco Certified Network Associate (CCNA)
  • Certified Risk and Compliance Management Professional (CRCMP)

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