Alicia Encarnacion
Indianapolis,IN
Summary
- Dedicated Assistant Property Manager enthusiastic about meeting people and familiar with creating successful resident retention programs.
- Knowledgeable in Yardi and Onesite. Successful career history comprising more than 4 years.
- Exceptional customer care professional who addresses inquiries while problem solving.
- Adherence to high customer service standards Microsoft Outlook, Word and Excel.
- Dedicated leasing professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
- Exceptional telephone etiquette. Fast learner attention to detail.
- Successful tax professional focused on performance, customer service and compliance. Experienced in assisting with tax laws and date analysis.
- Accomplished Loan Officer dependable in building customer base and exceeding business goals. Well-versed in loan products and customer engagement strategies. Pursues opportunities to build connections, increase bank revenue and cement loyalty.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Loan Officer
NEXA Mortgage, LLC
12.2022 - Current
- Submitted loan applications to underwriter for verification and recommendations.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Maintained strict confidentiality of bank records and client information.
- Reviewed and edited loan agreements to promote efficiency and accuracy.
- Advised clients on mortgage, education and personal loans.
- Developed and maintained relationships with local real estate agents.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
- Monitored pipelines to track and log status of loans.
- Close at least 2 loans per month.
Product Advisor/ Sales
Working Solutions (Turbo Tax) (Sylvan)
12.2021 - 04.2023
- Demonstrated products to help customers try out offerings before making purchases.
- Helped customers discover new tax products with enthusiastic and knowledgeable support.
- Established long term customer relationships by using effective communication and active listening skills.
- Met customer call guidelines for service levels, handle time and productivity.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Improved overall efficiency by anticipating needs and providing outstanding support
- Resolved Tax issues over phone with 50 + customers daily
- Demonstrated products to help customers try out offerings before making purchases
- Assisted customers with product needs and introduced new store offerings
- Established long term customer relationships by using effective communication and active listening skills
- Attended trainings and workshops to learn about new products and then shared this information with customers
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
Loan Officer
Royal United Mortgage
08.2022 - 12.2022
- Submitted loan applications to underwriter for verification and recommendations.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Recommended loan approvals and denials based on customer loan application reviews.
- Maintained strict confidentiality of bank records and client information.
- Advised clients on mortgage, education and personal loans.
- Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Leasing Counselor/Community Liaison
Justus Rental Companies
07.2018 - 03.2020
- Provided property tours to prospective tenants while sharing information regarding its key features.
- Marketed property to local businesses through collateral, emails and phone calls.
- Experienced with new construction, luxury apartment buildings, condominiums and 55+ communities and units..
- Processed applications.
- Distributed and followed up on tenant renewal notices.
- Fielded phone calls and pleasantly greeted office visitors, answering questions and inquiries regarding community resources and services.
- Resolved resident problems, improved operations and provided exceptional client support.
- Maintained excellent attendance record, and covered for major events outside of normal work schedule.
Customer Service Representative
GEICO Corporate Office
11.2017 - 07.2018
- Calculated quotes and educated potential clients on insurance options.
- Consistent positive attitude towards customers, peers and other personnel.
- Identified issues and took appropriate action to ensure speedy resolution.
- Verified customer understanding of processes and procedures.
- Evaluated accuracy and quality of data entered into agency management system.
- Calculated premiums and established payment methods for sales.
- Recommended products and services aligned with customers' needs and preferences.
- Managed 45-60 calls per day.
Assistant Property Manager
Renewing Management
07.2016 - 11.2017
- Greet perspective residents in professional but welcoming manner.
- Create inviting environment.
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
- Details and resident benefits via phone, email, social media and on-site tours.
- Raised occupancy level from 76% to 94% within 6 months.
- Input maintenance work orders, communicate in detail nature of work to be performed.
- Follow up with tenants to ensure work is performed properly.
- Run applications using CRM system AMSI & Entrata.
- Adhere to Fair Housing rules and regulations.
- Create lease agreements, walk units to ensure quality of apartment is up to standards for tenant at move in time.
- Schedule third party contractors for unit remodels.
- Detailed maintenance and vendors communications recorded and followed up on.
- Compiled maintenance and repair requests for submission to Corporate office and reached out to local contractors for bid proposals.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Kept accurate records of all resident and tenant correspondence.
CSR/Onsite Liaison/On-Site Supervisor
Wyndham Worldwide
05.2004 - 12.2014
- Throughout 10 years of employment promoted and held multiple positions:
- CSR : Answer calls assisting members with booking their vacations.
- Responded to customer requests for products, services and company information.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Educated customers on promotions to enhance sales.
- Regularly exceeded daily sales and product add-on quotas.
- On-site Liaison: Assisted members with vacation plans in face to face setting.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Gave weekly RCI 101 presentations.
- East Coast On-Site Supervisor: Managed 11 On-site offices.
- Established clear priorities and production quality standards.
- Interacted with employees to demonstrate company expectations when mitigating issues effectively.
- Evaluated team member strengths and assigned tasks based upon expertise and background.
- Coached team members and executed training in sales and internal resort interactions.
- Completed monthly reviews with employees, account executives and resort directors.
- Adjusted schedules and communicated time off requests.
- Processed payroll.
Education
Bachelor of Science -
University of Phoenix
Indianapolis, INMortgage Loan Officer License #2395284 - Licensed Mortgage Loan Officer
NMLS
Indianapolis, IN08.2022
High School Diploma -
North West High School
Indianapolis, IN06.1996
Skills
- Business Operations
- Client Needs Assessment
- Product Knowledge
- Product Sales
- Fair housing policies
- Business processes and procedures
- Lease oversight
- Property tours and inspections
- Telephone and email etiquette
- Relationship building and retention
- Problem Solving
- Tax Support
- Customer Service Skills
- Communication Skills
- Customer Interactions
- Company Policies
- Computer Operations
- Tax Returns
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Understanding Customer Needs
- Upbeat and Positive Personality
- Upselling Products and Services
- Computer Proficiency
- Salesforce CRM
- LiveChat Messaging
- Microsoft Office Suite
- Inbound and Outbound Calling
- Financial Analysis Aptitude
- Commercial Real Estate
- Retail Mortgages
- Government Standards
- Client Relations
- Financial History Reviews
- Applicant Counseling
- Safe Act of 2008 Certification
- Loan Application Management
- Document Analysis
- Excellent Time Management
- Loan Product Promotion
- Financial Advising
- FHA Loan Processes
- Knowledge of VA Loan Process
- Active Listening and Learning
- NMLS Registration
- Lender Collaboration
- Credit Application Review
Timeline
Loan Officer
NEXA Mortgage, LLC
12.2022 - Current
Loan Officer
Royal United Mortgage
08.2022 - 12.2022
Product Advisor/ Sales
Working Solutions (Turbo Tax) (Sylvan)
12.2021 - 04.2023
Leasing Counselor/Community Liaison
Justus Rental Companies
07.2018 - 03.2020
Customer Service Representative
GEICO Corporate Office
11.2017 - 07.2018
Assistant Property Manager
Renewing Management
07.2016 - 11.2017
CSR/Onsite Liaison/On-Site Supervisor
Wyndham Worldwide
05.2004 - 12.2014
Bachelor of Science -
University of Phoenix
Mortgage Loan Officer License #2395284 - Licensed Mortgage Loan Officer
NMLS
High School Diploma -
North West High School
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