mortgage loan officer loan processor resume example with 14+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

  • Customer Service
  • Customer Consulting
  • Active Listening
  • Critical Thinking
  • Problem-Solving Ability
  • Managing Multiple Tasks
  • Calm and Professional Under Pressure
  • Prioritization
  • Writing
  • Ability To Effectively Communicate
  • Microsoft Office
  • Inbound And Outbound Calling
  • Proficiency In Microsoft Office
  • Payment Transaction
  • Cash Application
  • Ability To Learn
  • Maintain Documentation
Native or Bilingual
Work History
03/2020 to Current Mortgage Loan Officer / Loan Processor Astera Credit Union | Dewitt, MI, 100 Mineral Springs Drive Dover, NJ 07801
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Processed mortgage loan applications accurately and successfully for over 3 years.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided professional advice on loan applications by interviewing applicants, reviewing applications and verifying information gathered.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
  • Negotiated loan terms and conditions with clients to maximize profitability.
  • Verified credit histories, personal references and employment backgrounds for each applicant.
  • Reviewed financial statements and contacted institutions and customers to clarify details.
  • Coordinated closing process with attorneys, title companies, and government clerks.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Educated customers about billing, payment processing and support policies and procedures.
05/2017 to 03/2020 Member Experience Professional Picatinny Federal Credit Union | City, STATE, 100 Mineral Springs Drive Dover, NJ 07801
  • Processed with efficiency member transactions which includes cash/ check withdrawals and deposits, loan payment processing and transferring of funds and data entry to update member accounts.
  • Greeted clients and guests and assisted with variety of questions to foster exceptional customer service.
  • Managed over 50 customer calls per day.' or, "Increased sales by 10%".
  • Responded sensitively and competently to service customers with diverse cultural backgrounds.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Managed phone, live chat, and email correspondence to handled customer inquiries.
  • Informing members about bank products and services while looking for cross selling opportunities to help them choose which product best benefits them to promote sales, increase revenue and increase credit union membership.
  • Oversaw all day to day Branch Operations which included opening and closing branch, cash orders, ATM balancing and replenishment and daily balancing of cash drawer.
  • Followed up with customers to verify satisfaction and address outstanding concerns.
  • Established positive relationships with customers and other staff members.
  • Developed and improved time management and organizational skills to maximise personal productivity.
  • Liaised with management and other departments to maintain smooth operations.
  • Ensured all loans were processed in a timely manner.
09/2008 to 02/2017 Member Service Representative Parda Federal Credit Union, Johnson & Johnson | City, STATE,
  • Efficiently manage and execute client transactions.
  • Proficient in sales of member products.
  • Provide exceptional customer service to all members.
  • Evaluated loan applications for risks to ensure accuracy, consistency and completeness, provide aid to clients throughout application process and repayment of their loan.
  • Interacted with all levels of management to ensure branch sales/service support and overall corporate objectives.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Responded to customer calls or emails to answer questions regarding complaints and services.
  • Maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Expected in to to | Criminal Justice (24 Credits Completed) County College of Morris, , Randolph, NJ, GPA:

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Resume Overview

School Attended

  • County College of Morris,

Job Titles Held:

  • Mortgage Loan Officer / Loan Processor
  • Member Experience Professional
  • Member Service Representative


  • Some College (No Degree)

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