Provided customers with excellent service while assisting with navigation of lending process.
Use research, problem solving, and analytical skills to complete tasks with utmost efficiency.
Worked under minimal supervision to gather, compile, and evaluate detailed information.
Managed risk by researching customers, obtaining credit and payoff information, and ensuring all gathered information was up-to-date.
Received Loan Officer Authority for consumer loans.
Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment.
Contacted underwriter and submitted appropriate forms to obtain binder coverage.
Submitted loan applications to loan underwriter for verification and recommendation.
Organized and finalized loan applications for underwriter review.
Collected and organized data for use in key decision-making.
Assisted upper-level management in administrative decision-making procedures.
Influenced decision-making processes by presenting research findings to senior leaders.
Built positive strategic relationships with key decision-makers to support health strategies and initiatives.
Collected and organized data used by management in key decision-making.
Employed prompt decision-making and in-depth research to resolve issues efficiently and effectively.
Assisted families with objective and informative advice to aid in decision-making.
Established relationships with key decision-makers within customer's organization to promote growth and retention.
01/2009 to 04/2010
Mortgage Collection SpecialistAbnb Federal Credit Union – Virginia Beach, VA,
Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances in call center working environment.
Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Collected and organized data for use in key decision-making.
Presented key decision-makers with new and updated account strategies.
Exercised meticulous problem-solving skills with systematic thinking and informed decision making.
Composed social, legal and economic impact statements to inform decision makers of regulatory matters.
Exercised proper judgment and decision making to analyze over 150 Mortgage Modification claims per week.
09/2006 to 01/2009
Mortgage Loan Processor & CloserNavy Federal Credit Union – City, STATE,
Maintained compliance with privacy and security requirements, as well as federal statutes covering Conventional, Government Insured, Conforming and non-Conforming loans.
Reviewed financial statements and contacted institutions and customers to clarify details.
Coordinated closing process with attorneys, title companies and government clerks.
Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.
Evaluated approvals against established bank and government lending standards.
Handled any conditions sent from underwriting departments.
Set up and completed loan submission packages.
Reviewed loan files and updated to match current standards.
Verified credit histories, personal references and employment backgrounds for each applicant.
Reviewed and validated details of loan applications and closing documentation.
Consulted with outside vendors to identify and resolve loan closing issues.
Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
Explained different types of loans pertaining to client situations.
Worked with underwriters to fix application problems and resolve issues.
Maintained active pipeline of 30 mortgage loans per month.
12/2004 to 09/2006
Member Service RepresentativeNavy Federal Credit Union – City, STATE,
Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
Recommended specific products and services in alignment with individual needs, requirements and specifications.
Completed training and worked effectively under high-pressure client services environments.
Conferred with customers about concerns with products or services to resolve problems and drive sales.
Education
Expected in 06/2018
Associate of Science: Surgical Technology Virginia College - Pensacola, FL, GPA:
School unexpectedly closed all campuses before I could graduate.
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