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Skills

  • Problem resolution
  • Communications
  • First Aid/CPR
  • Financial discrepancy resolution
  • Organization
  • Collaboration with cross-functional teams
  • Customer service
  • Client education on loan products
  • Relationship development
  • Third-party collaboration

Work Experiences

  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Handled over 12 customer communications via phone, email, and web chat every day.
  • Consistently resolved high-priority issues.
  • Analyzed risk assessments for Salesforce loans, offering proactive advice for restructuring loans to avoid default.
  • Had an excellent attendance record and was always on time for work.
  • Conducted post-funding audits.
  • Contributed to a 24% increase in positive online reviews.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Assisted clients in understanding loan terms.

Summaries

  • Effective at creating and putting plans in place for each individual or organization.
  • Consistently maintained a portfolio recovery rate of 67%.
  • Achieved a 44% uptake on insurance policies among new clients.
  • Adhered strictly to regulatory compliance.
  • Achieved 52% improvement.
  • Achieved a 46% uptake on loan protection.
  • Collaborative professional.
  • Conducted successful post-funding audits.
  • Customer satisfaction focused Loan Servicing Representative, driving engagement through clear communication and timely updates by 32% improvement.
  • Within Miscellaneous, senior Loan Servicing Representative and outstanding performer in performance reporting and team leadership.

Accomplishments

  • Facilitated clear communication between loan officers and borrowers, ensuring timely resolution of loan servicing issues and maintaining regulatory compliance.
  • Led efforts to streamline loan servicing processes, reducing average processing time from 9 days to 12 days, improving customer satisfaction by 35%.
  • Monitored and updated loan servicing systems with compliance requirements, ensuring ongoing adherence to Oregon regulations.
  • Utilized ServiceNow to track loan processing statuses, significantly improving internal reporting timelines by 41%.
  • Contributed to cross-functional team efforts aimed at enhancing customer-facing digital tools, improving usability and satisfaction by 71%.
  • Identified and escalated potential fraud cases in 11 accounts, safeguarding the company from potential liabilities.
  • Analyzed loan documents and ensured data accuracy, minimizing discrepancies on borrower reports, reducing common errors by 61%.
  • Created training materials on loan servicing policies and best practices, improving departmental compliance with state and federal regulations.
  • Improved process for handling loan modification requests, reducing processing times from 14 days to 6 days and enhancing customer retention rates.
  • Implemented a new verification checklist that reduced data entry errors by 57%, leading to more accurate loan servicing automation.

Affiliations

  • Toastmasters
  • Consumer Bankers Association (CBA)
  • Certified Regulatory Compliance Manager (CRCM) - Credential Holder
  • Association of Information Technology Professionals
  • National Association of Credit Management (NACM)
  • Project Management Institute
  • Credit Union National Association (CUNA)
  • Financial Services Institute (FSI)
  • Association for Financial Professionals (AFP) – Member
  • Jaycees

Certifications

  • Mortgage Loan Originator (MLO) Certification metric
  • Certificate in Loan Portfolio Management Harbor & Co.
  • Certified Commercial Loan Officer (CCLO)
  • First Aid/CPR Certified
  • Microsoft Certified Systems Engineer (MCSE)
  • Federal Housing Administration (FHA) Underwriting Certification
  • Certified Personal Banker (CPB) by standard
  • Certified Collection and Recovery Specialist (CCRS)
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Service Professional (CCSP)

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