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loan support manager resume example with 19+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

Ambitious operations manager with solid history of success in financial operations. Motivated to drive productivity, profit and efficiency goals through proactive and hands-on leadership. Offering 20 years of related experience and pursuing new professional challenges with room for advancement.

Skills
  • Documentation skills
  • Team development
  • Customer service expertise
  • Quality controls
  • Issue and conflict resolution
  • Collaboration
  • Conflict resolution
  • Time management
  • Computer skills
  • Training & Development
  • Multitasking
  • MS Office
Experience
Loan Support Manager, 07/2020 to 01/2022
Capstar Financial Holdings, Inc.Cleveland, TN,
  • Analyzed customer feedback regarding provided support and recommended improvements for team workflow and customer service.
  • Assessed and increased quality of service by monitoring employee and customer interactions.
  • Improved team performance by devising successful training methods and programs.
  • Defined and documented office procedures by updating SOPs and planning comprehensive training for administrative support staff.
  • Evaluated trends by tracking and modeling key metrics.
  • Coached and trained new employees, offering positive feedback and helpful advice when completing tasks.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Delegated work to staff, setting priorities and goals.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Studied existing procedures and policies to offer optimal leadership to employees and Processing operations when standing in for absent managers.
  • Led staff meetings for team of 60 plus to communicate operations, sales and upper management directives.
  • Spearheaded training initiatives to improve employee performance and bottom-line business results.
  • Addressed internal and customer-related issues each day and affected strategic resolutions.
  • Coordinated work of 60 plus employees by offering clear direction and motivational leadership.
  • Established ambitious goals for employees to promote achievement and surpass business targets.
  • Reviewed employee performance and delivered constructive feedback to improve performance.
Financial Services Representative/Mortgage Loan Processor, 06/2013 to 07/2020
Canon Solutions AmericaSioux Falls, SD,
  • Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
  • Managed conditions sent from underwriting departments.
  • Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
  • Completed closing process by collaborating with attorneys, title companies and government clerks.
  • Upheld compliance with privacy and security requirements, as well as federal statutes covering VA loans.
  • Worked with third-party vendors to address and clear loan closing requirements.
  • Checked applicant credit, personal references and employment histories.
  • Reviewed historical customer accounts to assess payment compliance and adherence to loan terms.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Client Service Representative, 10/2012 to 06/2013
GE Capital Retail FinanceCity, STATE,
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Documented conversations with customers to track requests, problems and solutions.
  • Managed and updated physical and digital client account information to keep records accurate and current.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Answered client questions within 24-hour period to maximize customer satisfaction.
  • Assisted in risk assessment and mitigation activities and promptly resolved service issues.
  • Followed up on client leads, managed client applications and onboarded new clients.
  • Managed client complaints with high level of professionalism and competence.
Sr. Training Consultant, 12/2001 to 02/2012
Northwestern Mutual Investment ServicesCity, STATE,
  • Evaluated effectiveness of training programs and recommended improvements to upper management.
  • Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
  • Developed and delivered online training using ADOBE CAPTIVATE, BLACKBOARD, AND ARTICULATE and taught 100 plus Executives, Investment Operations staff, Registered Representatives and internal processing teams systems, processing and product distance-learning courses.
  • Created and offered additional materials to enhance training.
  • Developed skill-specific training programs to promote employee development.
  • Developed complete training programs and led training using expert learning techniques.
  • Co-developed on-the-job training programs to reduce training time from two-weeks to one week.
  • Monitored training costs and prepared budget reports to justify expenditures.
  • Created successful product, process and compliance courses based on evaluation of student needs.
  • Created practice exams, exercise documents and interactive videos from older content and transferred print materials to digital.
  • Administered course content, schedules and attendance utilizing learning management system (LMS).
  • Designed and directed orientation and training programs to meet client needs.
  • Reviewed training delivery methods to optimize training effectiveness and costs.
  • Assessed training needs, using employee surveys and interviews to gather data.
  • Managed various training courses by developing curricula, instructions, documents and written tests.
  • Blended business's goals, mission and values with learning development initiatives to deliver high-quality training to employees.
Education and Training
Master of Science: Business Administration, Expected in 06/2003 to Cardinal Stritch University - Milwaukee, WI,
GPA:
Bachelor of Science: Business Administration And Management, Expected in 06/2000 to Cardinal Stritch University - Milwaukee, WI,
GPA:
Activities and Honors
  • Member of YMCA Black Achievers 2011-2012
Accomplishments
  • Created highly effective newsletter that significantly impacted efficiency and improved operations.
  • Improved delivery of new system implementation by developing documentation, training guides and upgrading documentation management program. Overall increase in customer satisfaction and cost efficiency.

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Resume Overview

School Attended

  • Cardinal Stritch University
  • Cardinal Stritch University

Job Titles Held:

  • Loan Support Manager
  • Financial Services Representative/Mortgage Loan Processor
  • Client Service Representative
  • Sr. Training Consultant

Degrees

  • Master of Science
  • Bachelor of Science

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