Andrew Rose

• Advanced to the, highly escalated bankruptcy team
• Research and resolve executive escalated Mortgage servicing issues
• Coordinate and engage multiple departments simultaneously
• Inform and educate customers/rebuild customer trust, both written and verbal
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Collected, arranged, and input information into database system.
• Evaluated customer needs and feedback to drive product and service improvements.
• Educated staff on organizational mission and goals to help employees achieve success.
• Developed effective improvement plans in alignment with goals and specifications.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.

• Directed customer communication and negotiation
• Collected and analyzed financial documents.
• Communicated regularly with clients to discuss progress and address any concerns.
• Communicated effectively with owners, residents, and on-site associates.

• Negotiated with lenders, acquired new clients, trained account executives, provided budget management and saving techniques
• Led, managed and trained a team of sales representatives
• Received and partnered with bankruptcy attorneys to achieve desired outcomes
• Managed day-to-day business operations.
• Consulted with customers to assess needs and propose optimal solutions.
• Trained and motivated employees to perform daily business functions.
• Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
• Trained and developed team members to build human capital.
• Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.

• Originated 35% of total company revenue, developed alternative lending division, business network with the Consumer Bankruptcy Association and became the recognized industry leader for specialty lending with a focus on bankruptcy
• Taught adult education program through Canton Public Schools, specializing in Mortgage and finance
• Mentored, trained and developed all new loan officers.
• Maintained friendly and professional customer interactions.
• Assessed employee performance and developed improvement plans.
• Engaged employees in business processes with positive motivational techniques.
• Complied with regulatory guidelines and requirements.
• Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
• Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
• Resolved various issues impacting sales management and business operations.
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
• Examined customer loan applications for loan approvals and denials.
• Submitted loan applications to underwriter for verification and recommendation.

• Reviewed active Chapter 13 Bankruptcy cases for accuracy and provided suggestions to increase success rates

Found billable hours not previously requested, thereby generating $1.1 million in additional income.