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Skills

  • Process improvement
  • Customer service
  • Compliance with anti-money laundering (AML) regulations
  • Automation software enhancements
  • First Aid/CPR
  • Interpersonal skills with high-net-worth clients
  • Relationship development
  • Conflict resolution
  • Supervision
  • Cross-functional collaboration

Work Experiences

  • Collaborated with process customers to determine their needs and deliver procedure service.
  • Analyzed borrower needs.
  • Authored monthly performance reports.
  • Boosted department’s customer retention rate by 40% through high-touch, personalized client interactions.
  • Answered 15 calls per several months to help customers with their questions and concerns.
  • Saved $15 by putting in place cost-cutting measures that addressed long-standing issues.
  • Avoided delays in funding.
  • Closed 15 deals exceeding $13 in 2016.
  • Achieved a 8% on-time closing rate.
  • Assisted in structuring large, complex loans.

Summaries

  • Closed 12 transactions annually.
  • Achieved outstanding financial audit results by implementing higher compliance standards, resulting in 19% improvement in loan document accuracy.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Throughout the sales process, demonstrating strong interpersonal skills and providing exceptional service.
  • Achieved zero compliance breaches.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Achieved a 76% reduction in compliance issues.
  • Achieved 83% faster response times.
  • Achieved successful loan approval process improvements.

Accomplishments

  • Collaborated with brokers, underwriters, and third-party vendors, boosting on-time closings by 66%.
  • Contributed to the department's Excellence Award by enhancing loan processing workflows and achieving high customer ratings.
  • Achieved Scrum Master, resulting in enhanced credibility and strengthened relationships with brokers and lending institutions.
  • Documented and resolved procedure which led to metric.
  • Resolved escalated loan disputes, resulting in a 24% increase in overall customer satisfaction.
  • Resolved loan disbursement conflicts through proactive communication with stakeholders, increasing on-time delivery rates by 16%.
  • Used advanced analytics in ServiceNow to improve decision-making in high-value loan negotiations with lenders.
  • Resolved product issue through consumer testing.
  • Increased portfolio revenue by 16% by identifying and resolving inefficiencies within the loan processing workflow.
  • Collaborated with team of 5 in the development of category.

Affiliations

  • National Association of Social Workers
  • Financial Services Institute (FSI)
  • National Association of Commercial Loan Brokers (NACLB)
  • Association for Financial Professionals - Certified Corporate FP&A Professional (FPAC)
  • DISASTER housing Inspector Certification (FEMA/DHS Program) 2022
  • American Marketing Association
  • Institute of Real Estate Management (IREM)
  • Association for Computing Machinery
  • Lions Club
  • Toastmasters

Certifications

  • Certified Regulatory Compliance Manager (CRCM)
  • Certified Risk Management Specialist (CRMS) – RMA
  • First Aid/CPR Certified
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant (CPA)
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant
  • Certified Credit Compliance Professional (CCCP) – 2022
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Loan Officer Assistant (CLOA)

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