Amber Whitfield
Lewiston,Idaho
Summary
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
6
6
years of professional experience
Work History
Junior Loan Officer
Land Home Financial Services, Inc
07.2024 - Current
- Loan Application Support
- NMLS Compliance (NMLS #1913464)
- Income Verification and Document Collection
- Client Relationship Management
- Scheduling and Consultation Coordination
- Regulatory Compliance
- Mortgage Director and Lodasoft experience
- Community Engagement and Networking
- Maintained strict confidentiality of bank records and client information.
- Collaborated with other departments to promptly process loan applications.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Monitored pipelines to track and log status of loans.
- Explained very technical financial information to applicants in easy to understand language.
- Maintained relationships with customers, lenders and other third parties.
Customer Contact Specialist
U.S. Bank
09.2021 - 07.2024
- Navigated multiple computer systems and utilized search tools to find information.
- Resolved customers’ service or billing complaints by exchanging merchandise, refunding money or adjusting bills.
- Acknowledged and directed customer requests for additional products or services to appropriate licensed representatives.
- Set up customer accounts in system and updated details to reflect current information.
- Collaborated with internal departments to find resolutions and conduct further research on customer account.
- Analyzed call volume and average call time to monitor performance and productivity.
- Used various tools and resources to identify trend behaviors to improve individual and team performance.
- Remained current on new marketing campaigns to respond appropriately to marketing related inquiries.
- Converted qualified leads into office appointments with onsite sales representatives.
- Completed ongoing training to stay updated on industry trends and regulations.
- Collaborated with team members to improve overall customer experience.
- Provided guidance on navigating online banking platform.
- Handled disputes related to unauthorized transactions or billing errors.
- Processed customer requests for account statements, transfers, and bill payments.
Universal Associate
U.S. Bank
10.2019 - 09.2021
- Provided technical assistance for online banking platforms and mobile apps.
- Collaborated with team members to achieve sales goals and improve customer service.
- Conducted regular audits to ensure compliance with regulatory requirements.
- Reviewed credit reports and supporting documentation for loan decision-making processes.
- Trained new employees on company policies and procedures.
- Participated in community events as representative of bank.
- Opened new accounts and processed loan applications for clients.
- Attended networking events to build relationships with potential clients and partners.
- Maintained updated knowledge of industry trends, regulations, and best practices through continuous learning opportunities.
Education
GED -
Lewiston High School
Lewiston, Idaho12.2013
Skills
- Customer experience
- Relationship building
- Multitasking
- Time management
- Office applications
- Problem solving
- Credit evaluation
- Documentation review
- Goal oriented
- Loan application management
- Excellent communicator
- Regulatory compliance
Timeline
Junior Loan Officer
Land Home Financial Services, Inc
07.2024 - Current
Customer Contact Specialist
U.S. Bank
09.2021 - 07.2024
Universal Associate
U.S. Bank
10.2019 - 09.2021
GED -
Lewiston High School
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