LiveCareer-Resume
Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Dynamic and reliable Finance Service/Loan Representative with 16+ years of Sub-Prime Lending and Retail Banking, customer service and consulting experience. Skilled financial professional in the finance service industry and of practical management experience.

Finance Service/Loan Representative bringing expertise in listed equity and index options as well as extensive experience with regulatory inquiries and examinations, retail and professional lending practices and back-office functions.

Analytical Finance Service/Loan Representative dedicated to implementing policies and procedures applicable to modern-day lending, aligning reality with regulation.

Diligent and driven Finance Service/Loan Representative who has achieved success in a variety of roles with increasing levels of responsibility. An effective communicator and independent / team-builder with strong analytical, management and organizational skills.

Creative Finance Service/Loan Representative providing financial planning strategies for clients by accurately assessing each client’s present and future financial needs, objectives and requirements.

Financial planning expert excelling at interfacing with team members at all levels to meet and exceed organizational goals. Operates well in a highly-competitive environment in which leadership skills are the key to success.

Experienced Financial Advisor who creates and implements specialty financial planning from inception to completion. Amiable Finance Service/Loan representative skilled in creating constructive and cooperative working relationships within a team setting. A solid leader who successfully follows through with team goals and expectations. Accomplished Loan Officer who consistently exceeds sales goals while offering the utmost care in client relations.

Excited and motivated to help customers build successful financial futures. Personable Loan Officer skilled in coaching and mentoring branch team members on a variety of loan products and services.

Dependable and successful in building a loyal customer base. Enthusiastic Loan Officer who provides excellent customer service throughout the loan origination process. Consistently exceeds sales expectations.

Computer-savvy, professional and detail-oriented. Self-motivated professional highly proficient in developing creative solutions and implementing objective decision making. Maintains positive attitude and works hard to build team relationships. Knowledgeable and innovative finance, sales and marketing professional whose success is based on integrity, exceptional customer service, efficiency and ambition.

Organized Finance Service/Loan Representative who effectively identifies and resolves complex financial issues. Thrives in fast-paced and ever-changing business environments.

Highlights

Customer service-focused


Strong organizational skills


Sharp problem solver


Goal-oriented

Detail-oriented


Excellent time management


Superior communication skills


Effective team player

Accomplishments

General Ledger Accounts

  • Maintained accurate accounts including cash flow management, adjustments on accounts, accounts payable, court/repossession expenses and execute line of credit transactions.

Product Sales

  • Cross-sell sold services at a rate of 30%, upgrading customers to different loan plans and product loan terms.
  • Achieved and Exceeded with driven results loan goals volumes at $375k in Real Estate(Mortgage) and Consumer/Auto at $125k and Retail Contracts at $75k on a monthly basis.

Customer Service

  • Greeted customers upon entrance and handled all cash and credit transactions.
  • Assisted customers over the phone regarding questions about their accounts, bank products, and adjustments on accounts.
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.

Multi-tasking

  • Cash Control Drawer,Loan Officer, Closer, Funder, Underwriter, Collector, and Administrative Duties at once. Emphasis on Time-Management maximized the day to day office flow.

Documentation

  • Ruby Award for Insurance Sales.
  • Employee of the Month at Kohl's Department Store and 2 Bronze Medals of Service.

Quality Assurance

  • Ensured quality of loan service and bank products by proposals.
  • Successfully developed solicitation with mailed-out finance quotes with a follow-up calls, which resulted in 3 to 5 more loans a month.
  • Originated over $575k in personal volume through professional referrals, loan reviews and marketing.
  • Created strategies to develop and expand existing customer sales, resulting in a 20% increase in annual sales.Implemented several strategies that successfully increased sales and improved client retention rates.

Sales

  • Consistently generated additional revenue through skilled sales techniques.
  • Implemented several strategies that successfully increased sales and improved client retention rates.
  • Awarded “Ruby” for Insurance Sales.
  • Surpassed all sales goals by 25% in the District Division.
  • Increased sales by 30% over a year to year period.

Training

  • Responsible for training and guidance to employees at their position. Training them on sufficient operation of procedures.
  • Increased annual revenue by 20% by creating effective strategies to expand existing customer services.
  • Successfully trained staff in all office systems and databases, policies and procedures while focusing on minimizing errors and generating superior results.
Experience
10/2013 to 09/2015
Sales Floor Associate Mccoy's Building Supply Georgetown, TX,

Answered customers’ questions and addressed problems and complaints in person and via phone.Helped customers select products that best fit their personal needs.Educated customers on product and service offerings.Consulted with customers on the latest styles and trends.Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.Built customer confidence by actively listening to their concerns and giving appropriate feedback.Kept current on market and product trends to effectively answer customer questions.Completed floor replenishment to guarantee size availability and promote customer satisfaction.Communicated information to customers about product quality, value and style.Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.Marked clearance products with updated price tags.Replenished floor stock and processed shipments to ensure product availability for customers.Explained information about the quality, value and style of products to Influence customer buying decisions.Computed sales prices, total purchases and processed payments.Described merchandise and explain operation of merchandise to customers.Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.Placed special orders and called other stores to find desired items.Explained information about the quality, value and style of products to Influence customer buying decisions.Maintained friendly and professional customer interactions.Worked as a team member to provide the highest level of service to customers.Demonstrated that customers come first by serving them with a sense of urgency.Earned “Top Seller” for two consecutive quarters in [year].

10/2009 to 05/2010
Branch Account Manager Taylorville Memorial Hospital Petersburg, IL,

Assessed customer needs and responded to questions.Provided professional and courteous service at all times.Addressed 5 to 8 website inquiries per day, converting 3 into renewal customers.Maintained up-to-date knowledge of loan policies regarding payments, rate and terms.

Organized weekly sales reports for the sales department to track product success.Trained [number] new employees quarterly.Created new processes and systems for increasing customer service satisfaction.Excelled in exceeding daily credit card application goals.Developed highly empathetic client relationships and earned reputation for exceeding sales goals.Achieved high sales percentage with consultative, value-focused customer service approach.Achieved high sales percentage with consultative, value-focused customer service approach.Cross-trained and provided back-up for other customer service representatives when needed.Worked as a team member performing cashier duties, product assistance and cleaning.Ranked as most effective department sales representative in the local region out of [number] representatives.Expressed appreciation and invited customers to return to the store.Successfully interacted with customers and retail buyers to expedite orders.Guaranteed positive customer experiences and resolved all customer complaints.Compiled weekly monetary reports and records for store managers.Increased store sales by [number]% by upselling merchandise.Developed [number] new customer prospects or referrals.Executed outbound calls to existing customer base resulting in [number] % increase in sales.Regularly sought opportunities to up sell and add on additional merchandise.Generated leads for new sales through telephone and email contact with customers.Collected customer feedback and made process changes to exceed customer satisfaction goals.Provided accurate and appropriate information in response to customer inquiries.Built customer loyalty by placing follow-up calls for customers who reported product issues.Achieved customer satisfaction rating of [number]% within [number] months, exceeding corporate target.Implemented changes to customer service program, resulting in [number]% higher customer satisfaction ratings.Provided cross training to [number] staff members.Provided cross training to [number] staff members.Trained staff on how to improve customer interactions.Developed rapport with the customer base by handling difficult issues with professionalism.Generated and distributed daily reports and order acknowledgments to appropriate personnel.Diligently reviewed the specialty loan portfolio for compliance with all reporting requirements.Analyzed financial information obtained from clients to determine strategies for meeting clients' financial objectives.Reviewed clients' accounts and results regularly to determine whether life changes, economic developments or financial performance indicated a need for plan revision.Implemented financial planning recommendations.Increased overall annual branch sales by [number]%.Created strategies to develop and expand existing customer sales, which resulted in a [number]% increase in annual sales.Maintained confidentiality of bank records and client information.Adhered to all federal and state compliance guidelines relative to retail mortgage lending.Interviewed an average of [number] mortgage loan applicants per month.Performed daily maintenance of the loan applicant database.Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.Received [Award name] Award for a [number]% rate of closed loans.Educated customers on the variety of loan products and available credit options.Exceeded quarterly sales goals by [number]%.Executed the loan origination process, including ordering credit reports, appraisals and preliminary title reports.Researched insurance information and flood certificates.Built knowledge about latest banking products and services through [courses/certification programs].Provided expert financial advice on mortgage and both educational and personal loans.Identified prospective customers using lead generating methods and performing an average of 60 cold calls per day.Participated in various incentive programs and contests designed to support achievement of production goals.Developed tool to track and monitor personal sales opportunities, deals in progress and finished contracts.Consistently met and exceeded department expectations for productivity and accuracy levels.Received company Employee Performance Award after maintaining record sales achievement of 20% growth five months in a row.Met incoming customers and provided immediate assistance.Listened to customer needs and preferences to provide accurate advice.Trained all new sales employees on effective techniques.Worked flexible schedule to accommodate changing customer levels.Solicited referrals from satisfied clients.Answered incoming telephone calls with professional and knowledgeable responses.Provided expert product and service information.Fielded an average of [number] customer service calls per day.Recommended and helped customers select merchandise based on their needs.Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.Offered [Company Name] credit applications upon checkout, converting [number] out of [number] customers into card-holders.Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.Trained new employees on company customer service policies and service level standards.Greeted store customers promptly and responded to questions with knowledgeable service.Completed documentation for product and service sales.Maintained productive relationships with existing customers through exceptional follow-up after sales.Maintained productive relationships with existing customers through exceptional follow-up after sales.Maintained productive relationships with existing customers through exceptional follow-up after sales.Generated high volume of referrals.Updated database with customer and sales information.Established new customer accounts.Informed management of special sales and service issues.Achieved $[number] monthly sales goals.

03/2008 to 2009
Branch Account Manager Taylorville Memorial Hospital Springfield, IL,

Assessed customer needs and responded to questions.Provided professional and courteous service at all times.Addressed [number] website inquiries per day, converting [number] into renewal customers.Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.

Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.Organized weekly sales reports for the sales department to track product success.Trained [number] new employees quarterly.Created new processes and systems for increasing customer service satisfaction.Excelled in exceeding daily credit card application goals.Developed highly empathetic client relationships and earned reputation for exceeding sales goals.Achieved high sales percentage with consultative, value-focused customer service approach.Achieved high sales percentage with consultative, value-focused customer service approach.Cross-trained and provided back-up for other customer service representatives when needed.Worked as a team member performing cashier duties, product assistance and cleaning.Ranked as most effective department sales representative in the local region out of [number] representatives.Expressed appreciation and invited customers to return to the store.Successfully interacted with customers and retail buyers to expedite orders.Guaranteed positive customer experiences and resolved all customer complaints.Compiled weekly monetary reports and records for store managers.Increased store sales by [number]% by upselling merchandise.Developed [number] new customer prospects or referrals.Executed outbound calls to existing customer base resulting in [number] % increase in sales.Regularly sought opportunities to up sell and add on additional merchandise.Generated leads for new sales through telephone and email contact with customers.Collected customer feedback and made process changes to exceed customer satisfaction goals.Provided accurate and appropriate information in response to customer inquiries.Built customer loyalty by placing follow-up calls for customers who reported product issues.Achieved customer satisfaction rating of [number]% within [number] months, exceeding corporate target.Implemented changes to customer service program, resulting in [number]% higher customer satisfaction ratings.Provided cross training to [number] staff members.Provided cross training to [number] staff members.Trained staff on how to improve customer interactions.Developed rapport with the customer base by handling difficult issues with professionalism.Generated and distributed daily reports and order acknowledgments to appropriate personnel.Diligently reviewed the specialty loan portfolio for compliance with all reporting requirements.Analyzed financial information obtained from clients to determine strategies for meeting clients' financial objectives.Reviewed clients' accounts and results regularly to determine whether life changes, economic developments or financial performance indicated a need for plan revision.Implemented financial planning recommendations.Increased overall annual branch sales by [number]%.Created strategies to develop and expand existing customer sales, which resulted in a [number]% increase in annual sales.Maintained confidentiality of bank records and client information.Adhered to all federal and state compliance guidelines relative to retail mortgage lending.Interviewed an average of [number] mortgage loan applicants per month.Performed daily maintenance of the loan applicant database.Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.Received [Award name] Award for a [number]% rate of closed loans.Educated customers on the variety of loan products and available credit options.Exceeded quarterly sales goals by [number]%.Executed the loan origination process, including ordering credit reports, appraisals and preliminary title reports.Researched insurance information and flood certificates.Built knowledge about latest banking products and services through [courses/certification programs].Provided expert financial advice on mortgage and both educational and personal loans.Identified prospective customers using lead generating methods and performing an average of 60 cold calls per day.Participated in various incentive programs and contests designed to support achievement of production goals.Developed tool to track and monitor personal sales opportunities, deals in progress and finished contracts.Consistently met and exceeded department expectations for productivity and accuracy levels.Received company Employee Performance Award after maintaining record sales achievement of 20% growth five months in a row.Met incoming customers and provided immediate assistance.Listened to customer needs and preferences to provide accurate advice.Trained all new sales employees on effective techniques.Worked flexible schedule to accommodate changing customer levels.Solicited referrals from satisfied clients.Answered incoming telephone calls with professional and knowledgeable responses.Provided expert product and service information.Fielded an average of [number] customer service calls per day.Recommended and helped customers select merchandise based on their needs.Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.Offered [Company Name] credit applications upon checkout, converting [number] out of [number] customers into card-holders.Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.Trained new employees on company customer service policies and service level standards.Greeted store customers promptly and responded to questions with knowledgeable service.Completed documentation for product and service sales.Maintained productive relationships with existing customers through exceptional follow-up after sales.Maintained productive relationships with existing customers through exceptional follow-up after sales.Maintained productive relationships with existing customers through exceptional follow-up after sales.Generated high volume of referrals.Updated database with customer and sales information.Established new customer accounts.Informed management of special sales and service issues.Achieved $[number] monthly sales goals.

01/1994 to 02/2008
Senior Customer Account Specialist/Loan Representative American General Finance City, STATE,
  • Consulted with current and potential customers concerning required information necessary to obtain, Mortgage.
  • Auto, Personal Loans (products).
  • Additionally performed extensive customer education on all facets of RESPA (Pre-Disclosures), Good Faith Estimate, Title Election Form, Right to receive Appraisal Report, HUD-1 Settlement,(etc) and DMV Process (Auto Look-Ups).
  • Retail Dealers as well (Auto, Trailer, RV) and other required documents.
  • Directly handled all aspects of customer incoming loan applications.
  • Including initially compiling of personal information, verification and evaluate creditworthiness and follow-up (Gathering Comparables from Title, Open up Title Preliminary Report, Ordered Appraisals, Do Home Look-Ups).
  • Recommending solutions to difficult accounts performing administrative tasks (cash drawer management, answering telephones, routine typing, ordering supplies and paying bills and servicing accounts).
  • Complied with company's underwriting and credit guidelines according to regulation financial policies.
  • Prepared thoroughly loan requests, explained loan guidelines to customer, and analyzed incoming documents from customers' with a focus of completeness and accuracy of submitted personal and financial information.
  • In addition, have contacted other sources such as 3rd parties like mortgage, title, appraisals companies, (payoffs, reconyenances, subordinations, taxes information, insurance agencies, and other income).
  • To be accurate that the customer meets the requirements, according to the guidelines of the policy.
  • Analyzed applicant's financial status, credit and property risk evaluations to determine feasibility of granting loans.
  • Authority on full approval to fund/deny loans, or to cancel/void the loan.
  • According to implied stated limits of an approval.
  • Administrated compliance and guidelines according to financial institution.
  • Developed loan products that maybe suitable to customers' needs.
  • Explained to customers the cross-sell types, such as ancillary and bank products, that are available.
  • As well as the terms of those services.
  • Remained inform on new products services, that can provide reasonable financial status that improves customer credit rating fico score.
  • Resolved current and past due accounts and determined the best solutions for customer's financial situation.
  • Assisted in the design and implementation of effective reporting procedures that increase customer satisfaction ratings of about 15%.
  • Recommending solutions to difficult accounts performing administrative tasks (cash drawer management, answering telephones, routine typing, ordering supplies and paying bills and servicing accounts).
  • Complied with company's underwriting and credit guidelines according to regulation financial policies.
  • Technical Skills: PC/Microsoft Excel/Word/Outlook.
  • Consulted with potential and repeat clients concerning required information necessary to obtain auto, personal and real estate loans.
  • Additionally, performed extensive customer education concerning all facets of RESPA Pre-disclosure paperwork) including good faith estimate, title election form, Fair Lending Act, and more.
  • Prepared detailed, comprehensive documentation for clients, and analyze incoming documents from clients with a focus of completeness and accuracy of submitted personal and financial information.
  • Granted full approval authority to deny or grant loans.
  • Directly handled all aspects of customer loan applications including initial data gathering, verification and underwriting.
  • Determine and present most advantageous and reasonable financial plans that fit customers' needs and financial situations.
  • Reviewed past due payment records and handle all aspects of the collections process.
  • Appeared in small claims court cases and represent companies financial interests when litigation becomes necessary.
  • Participated in Continuing Education on Life Agent fundamentals, to renew annual Life Agent License.
  • Assisted in the design and implementation of effective reporting procedures that improve customer satisfaction ratings.
Education
Expected in 2013
Certifications: Specialized Job Titles
Santiago Canyon College - Orange, California
GPA:

First-Line Supervisor/Manager

Customer Service Representative

General Office Clerk

Expected in
Certification: Work-Related Course
- ,
GPA:

Sales Skills/Insurance Product and Compliance Training


Expected in
Licenses of Certificate: NMLS
Proschools - , California
GPA:

Completion of Courses for S. A. F. E. Act/National Mortgage Loan Originator (Pre-Licensing NMLS Education Work-In Progress BRE#242056)

Skills

PC/MS Excel/Word/Outlook/Power Point

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School Attended

  • Santiago Canyon College
  • Proschools

Job Titles Held:

  • Sales Floor Associate
  • Branch Account Manager
  • Branch Account Manager
  • Senior Customer Account Specialist/Loan Representative

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