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Skills

  • Proficient in 10-key
  • First Aid/CPR
  • High-net-worth client relationship management
  • Loan product penetration improvement
  • Operational improvement
  • Customer service
  • Experian Transact SM
  • Community development through lending
  • Budgets
  • Customer retention strategies

Work Experiences

  • Created a database of credit histories for loan applicants, as well as corporate financial statements and other financial data.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved a 80% reduction in high-risk loan approvals.
  • Acted as a point of contact for escalated loan disputes, successfully resolving 43% of cases within the past year.
  • Achieved results through targeted networking initiatives.
  • Achieved top-tier client satisfaction ratings.
  • Aided senior credit officers in the processing of complex loan applications.
  • Achieved results within 6 months.
  • Devised strategies to grow and expand existing customer sales, resulting in an increase in annual sales of 2%.
  • Developed new loan prospects by making weekly cold calls to 15 people.

Summaries

  • Approved 59% of loan applications within several months.
  • Achieved results across 17 locations.
  • Retail Lending Officer is a multi-talented Retail Lending Officer who is consistently rewarded for planning and operational improvements.
  • Retail Lending Officer has 8 years of experience in consumer lending, loan administration, default management, and customer service.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Aligned loans with clients’ evolving business goals.
  • Achieved growth through targeted cross-selling strategies.
  • Clear understanding of vendor management and project management as well as stakeholder engagement training.
  • Conducted comprehensive credit analysis.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Created marketing strategies that led to 24% growth in the retail lending division’s customer base within 6 months.
  • Created an automated loan documentation system that decreased manual errors by 40% and improved productivity by 24%.
  • Utilized customer insights to recalibrate loan options, driving new revenue opportunities and achieving $16 in additional annual loan business.
  • Developed a new onboarding strategy for retail lending that cut employee training time by 15 weeks while maintaining compliance with federal and state laws.
  • Led a cross-functional team and increased customer satisfaction ratings by 42% through the introduction of a more personalized loan servicing approach.
  • Collaborated with team of 3 in the development of method.
  • Initiated and managed customer advocacy programs, reducing customer complaints by 62% within 6 months.
  • Collaborated with legal teams to ensure compliance with all federal, state, and local lending regulations across 2 retail locations.
  • Resolved product issue through consumer testing.
  • Led loan origination efforts, increasing funded mortgages by $4 over 18 months using targeted lead generation campaigns.

Affiliations

  • Jaycees
  • Society for Financial Education and Professional Development (SFEPD)
  • American Association of Private Lenders (AAPL)
  • American Marketing Association
  • Association for Supply Chain Management (APICS)
  • Association for Computing Machinery
  • American Medical Informatics Association
  • International Council of Nurses
  • Rotary International
  • National Association of Professional Mortgage Women (NAPMW)

Certifications

  • Google Certified Professional Cloud Architect
  • Residential Compliance Certificate (RCC) - metric
  • Cisco Certified Network Associate (CCNA)
  • Mortgage Sales Professional Certification - Beacon Labs
  • Accredited Mortgage Professional (AMP) Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ServSafe
  • Certified Ethical Financial Specialist - standard
  • Loan Compliance Certificate - process
  • Microsoft Certified Systems Engineer (MCSE)

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