Amanda Wanoreck
San Angelo,TX
Summary
Accomplished Customer Advocate and Mortgage Loan Officer with a proven track record at LoanDepot and Amerisave Mortgage, enhancing customer satisfaction and retention through exceptional service and problem resolution. Skilled in CRM software and conflict resolution, I increased loan approval rates and recovery rates, demonstrating adaptability and a results-driven approach. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Customer Advocate
LoanDepot
Texas
01.2022 - Current
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
- Trained staff on operating procedures and company services.
Mortgage Loan Officer
New American Funding
Texas
05.2021 - 01.2022
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Increased loan approval rates by efficiently managing pipeline and maintaining strong relationships with borrowers, realtors, and underwriters.
Mortgage Loan Officer
Amerisave Mortgage
Texas
10.2020 - 05.2021
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Delivered timely updates on loan status, communicating proactively with all parties involved in each transaction.
- Increased loan approval rates by efficiently managing pipeline and maintaining strong relationships with borrowers, realtors, and underwriters.
- Assessed borrowers'' financial situations to determine appropriate mortgage products and loan structure.
Collection Manager
Account Control Technology Holdings Inc.
Dallas, TX
03.2011 - 10.2020
- Facilitated cross-functional initiatives aimed at improving internal communication between collections, sales, and finance departments.
- Negotiated settlements with customers experiencing financial difficulty, preventing potential litigation costs and preserving client relationships.
- Managed a diverse portfolio of accounts, ensuring timely collections and minimizing losses.
- Promoted a culture of continuous improvement within the collections department by regularly soliciting feedback from team members and implementing changes based on their recommendations.
- Established clear performance expectations for collections staff members, fostering an environment focused on accountability and results-driven action plans.
- Assisted in the development of training materials for newly hired collections representatives, improving departmental performance metrics.
- Enhanced collection efficiency by implementing effective strategies and streamlining processes.
- Implemented process improvements that increased team morale while maintaining a high level of professionalism within the department.
- Increased recovery rate by consistently meeting and exceeding targets set by management.
- Served as a trusted advisor to executive leadership on matters related to collections and account management, providing valuable insights and guidance.
Education
Bachelor Of Science - Business
Howard Payne University
Brownwood, TXSkills
- Data entry skills
- Customer services
- Educating customers
- Conflict Resolution
- Complaint Handling
- Inbound Call Management
- Inventory Control
- Business Planning
- Assertiveness
- Retention Strategies
- CRM Software
- Teamwork and Collaboration
- Time Management
- Problem-solving abilities
- Attention to Detail
- Multitasking
- Calm and Professional Under Pressure
- Reliability
- Organizational Skills
- Team Collaboration
Timeline
Customer Advocate
LoanDepot
01.2022 - Current
Mortgage Loan Officer
New American Funding
05.2021 - 01.2022
Mortgage Loan Officer
Amerisave Mortgage
10.2020 - 05.2021
Collection Manager
Account Control Technology Holdings Inc.
03.2011 - 10.2020
Bachelor Of Science - Business
Howard Payne University