SUMMARY

• Highly motivated professional with 10+ years of sales, banking and team building experience.
• Conceptualized and implemented customer solution techniques, developed specific and measurable goals for team members.
• Clearly communicated corporate vision and translated functional requirements to customer facing and back office support staffs.

PROFESSIONAL EXPERIENCE

Confidential, Scottsdale, AZ

Underwriter

Responsibilities:

• Evaluate the financial strength of borrowers to determine risk and repayment capacity.
• Apply knowledge of loan product portfolio to help restructure turned - down loans for approval
• Build and manage varied networks of business partners, brokers and internal relationships.
• Verify adherence to procedural standards prior to submission for final approval.
• Utilize all available tools, reports and stated objectives to manage pipelines.
• Consult and collaborate with fellow knowledgeable resources to implement best practices.
• Comply with local and federal fair lending laws and net benefit requirements.
• Submit mortgage applications and borrower information through an automated underwriting system.
• Maintain daily and monthly production and quality standards.

Confidential

Team Leader

Responsibilities:

• Supervised loan quality division of 10 team members.
• Defined specific measurable goals for team members.
• Identified, placed and mentored team members.
• Consistently lead region in number of refinance closure, with an average of .
• Consulted and advised clients of ways to achieve their financial goals.
• Developed relationships and monitored past client mortgages for future opportunities.
• Assisted clients through the loan process from application to closing.
• Advised and educated clients on the home buying process and how to better manage their mortgages.
• Employed the use of various tools to determine how to successfully deliver on customer requirements.
• Ensured all files were complete prior to hand-off to underwriting department.
• Effectively coordinated with title companies to ensure smooth closings.

Confidential

Customer Service Manager

Responsibilities:

• Established and maintained ongoing financial services relationships with clients.
• Managed client unique financial service requirements.
• Recruited staff and performed appraisals.
• Supported, trained and mentored team members.
• Monitored team performance service levels and key metrics.
• Conferenced with senior leadership to address areas of concern and proactively executed solutions.
• Liaised with various teams, including Security and Recruiting.

Confidential, Detroit, MI

Sr. Purchase Specialist

Responsibilities:

• Assisted in developing a comprehensive tracking system that reduced manual loan tracking by 28%.
• Influenced changes to operational policies and procedures that resulted in increased revenue and saving to clients.
• Contributed to compliance of HMDA and USPAP.
• Recommended loan approvals and denial based on information provided in customer loan applications.
• Submitted loan applications to underwriting for verification of data received.
• Successfully closed an average of 50 loans a month.

Confidential

Client Care Specialist

Responsibilities:

• Teamed with clients and underwriters in determining requirements and means.
• Trained new employees in Federal, local and company’s regulations and procedural policies.
• Scheduled transfers and closed customer accounts.
• Resolved customer conflicts.
• Conducted pre-qualification interviews.
• Ordered and reviewed appraisals.

Confidential

Mortgage Banker

Responsibilities:

• Maximized loan volumes, productivity and processing.
• Matched products with clients needs, based on assessment of credit worthiness.
• Maintained awareness of regulatory guidelines.
• Assisted mortgage loan administration with client, attorney or appraiser document follow up.
• Implemented company standards through post closing reviews.

Confidential, Roseville, MI

Internet Sales Manager

Responsibilities:

• Established rapport with prospective clients.
• Scheduling appointments with interested buyers for test drives and delivery of vehicles.
• Responded to inquiries in a timely fashion and provided information regarding available stock.
• Coordinated with a Webmaster to update the website and create Internet promotions and advertisements.
• Disclosed terms of sales with consumers and reviewing sales with dealership management.
• Prepared sold vehicles for customer delivery prior to customer arrival.
• Ensured that customer understood their vehicle’s operating features and warranty details.

Confidential, Sterling Heights, MI

Retention Manager

Responsibilities:

• Managed retention team leaders and call center staff and implementation of retention offers.
• Developed and coordinated retention training sessions and incentive contests.
• Reviewed and analyzed competitive responses to gauge effectiveness and profitability.
• Maintained effective knowledge of Confidential services, new retention issues, products and technology.

Confidential, Southfield, MI

Attendance/Performance Mgr.

Responsibilities:

• Managed performance activities of 154 representatives.
• Evaluated and maintained FMLA & SMAART (disability) data.
• Reviewed SMAART & FMLA caseworkers and implemented performance evaluation criteria.
• Ensured that operating standards for inventory data integrity and customer service were consistently met.
• Oversaw and measured personnel development and effectiveness of training programs.
• Developed program targeted toward improved safety and reduced causes related to workers compensation.
• Managed team of 16 Sales representatives.
• Ensured continuous customer service and increased sales levels.
• Maintained and expanded customer base by coaching sales representatives.
• Identified new customer opportunities.
• Accomplished sales business development objectives by recruiting, training and motivating sales force.

Confidential

Customer Sales Rep. / Process Sales Manager

Responsibilities:

• Addressed and resolved customer issues.
• Facilitated training for newly hired representatives on BI and CMS.
• Served as lead of the AM500 project and non-deniable task force, and received Confidential top sales award.
• Created sales plans for and quota in support of Confidential objectives, as process sales manager.
• Introduced new product features to sales team.
• Developed and rolled out new-targeted lead campaigns.