Top-performer with 11 years of successful experience in positions of increasing responsibility and a track record of consistently meeting or exceeding goals and member expectations. Skilled at listening to members and educating members on banking products and recommending best options that meet their short-term and long-term needs. Generates incremental revenue through prospecting, warm and cold-calling, cross-selling, and up-selling products and services, both traditional as well as non-traditional to current and new credit union members. A self-motivated professional with solid in-bound and out-bound experience in high volume environments. Team player with polished communication skills: verbal, written, interpersonal, presentations, and rapport building. Proven excellence in paying attention to detail and multitasking. Excels at interfacing with others at all levels to ensure organizational goals are attained. An effective leader with the skills necessary to direct, train, and motivate staff to its fullest potential. Possess excellent analytical and organizational skills. Proven ability to foster and grow strong relationships, utilizing trust and loyalty to ensure high levels of customer retention. Exceptional drive and dedication to accomplishing business objectives and exceeding member expectations. Skilled at business development and adept in conveying the benefits of products/services and generating member interest. Possess the ability to quickly learn, master and sell new product offerings.
STATE EMPLOYEES CREDIT UNIONApex, NCSenior Financial Services Officer/Manager01/2011 to Current
Analyze applicant's financial status, credit, and property evaluations to determine feasibility of approving loans.
Assemble all required documentation for processing and underwriting on each transaction, and prepare and present all related deal points to Loan Review Committee when required.
Responsible for selling and originating a variety of financial products and services.
Continuously monitors Real Time Adherence to identify performance against objectives Regulates real time call volume in a multi-skill, multi-site contact center environment Responsible for increasing revenue through prospecting, warm and cold-calling, cross- selling, and up-selling products and services.
Oversee real time service level delivery via assessment of agent productivity and occupancy, in conjunction with actual call arrival patterns vs.
forecast Originate Mortgages for home purchases, refinance, and new home construction.
Review and analyze loan packages for preliminary approval or denial in accordance with bank guidelines.
Also, analyzed financial statements and pertinent information to determine creditworthiness of prospective customers.
Oversee entire mortgage process including application, origination, underwriting and closing.
Review and analyze loan transaction packages for preliminary approval or denial in accordance with bank guidelines.
Negotiate payment arrangements with members who are delinquent to cure delinquency, determine cause of delinquency and evaluating ability and willingness to pay.
Document all collection efforts for each assigned account in accordance with established procedures.
Assist members in detail with account problems, checking reconciliations, or errors in transaction.
Also, cross-sell Credit Union services and advise members of available alternative in financial services.
Balance loans daily, manage daily deposits, and assist members with insurance and other financial needs.
Ensure loan applicant provides required information and supporting documentation.
As well as manage applicants expectations related to processing times, interest rates and closing dates.
Maintain compliance with federal lending regulations and bank underwriting policies.
STATE EMPLOYEES CREDIT UNIONRaleigh, NCAdministrative Loan Officer/ Team Leader01/2006 to 01/2011
Managed a staff of 40 financial service representatives.
Responsible for scheduling, training, motivating, supervising, and assigning daily work assignments.
Also, implemented training course for new recruits and monitored their career development and progress.
Took the lead in problem determination and escalation and ensure member satisfaction with services delivered by all employees.
Supervise employees and monitor daily work assignments and mediate disputes between employees and research and resolve member complaints.
Directed daily operations for credit union, including training, employee development, member service, and credit analysis.
Education and Training
Bachelor of Arts:Business Administration2006North Carolina Central University, Durham, NCBusiness Administration
Certified Financial Planner Certificate in CFP Educational Credits2009North Carolina State University, Raleigh, NC
Activities and Honors
Notary Public for State of North Carolina
Financial Planning Association Member (2009)
Current SAFE Mortgage Licensing Act Compliant
Registered and Active NMLS: MLO# 702309