ANGELA ROMANO
Scottsdale,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Strong interpersonal, communication, customer service, and sales skills.
Overview
22
22
years of professional experience
Work History
Mortgage Loan Officer
Mr Cooper/Nationstar Mortgage
11.2020 - 12.2022
- Licensed in over 20 states
- Managed pipeline consistently over 30 plus clients at a time to help them with their refinancing and home ownership goals
- Perform Credit analysis for clients to help them understand what may be affecting their credit score, and interest rates
- Consistently meet and exceed team/dept sales goals and metrics
- Worked hand in hand with underwriters and processors to get files completed and closed efficiently and quickly to meet client expectations.
- Worked with underwriters to fix application problems and resolve issues.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
Mortgage Loan Officer
AmeriSave Mortgage Corporation
04.2020 - 10.2020
- Licensed in over 20 States
- Manage Inbound and Outbound telephone and online Leads and turn prospects into clients by having solid and effective conversations about their needs and goals
- Efficiently manage and follow up with pipeline of clients who are in processing/underwriting while still being able to effectively obtain new business
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
Sales Account Executive
Clear One Advantage
06.2019 - 04.2020
- Responsible for qualifying potential clients for our Debt Relief Program
- Perform full credit analysis using clients Experian Credit Report
- Manage inbound and outbound leads through QuickBase and InContact
- Review Benefits of Program and enroll clients
- Mastered and constantly improved sales prospecting, follow-up and upsell processes.
- Consistently follow up with prospects via phone call, text message, and email
- Follow up with clients after enrollment to ensure their financial success
-
Sales Specialist
MassMutual Life Insurance Company
09.2018 - 06.2019
- Responsible for selling Guaranteed Acceptance and Simplified Issue Whole Life Insurance products over the phone
- Balance between taking inbound calls and making outbound calls to marketing leads
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Provided first-rate service to all customers and potential customers.
- Consistently meet or exceed individual sales goals and team metrics
- Adhere to all compliance and regulatory requirements
- Actively and enthusiastically recommend ideas for process improvements and suggest resolutions and workarounds to any challenges the team may face
Claims Examiner
MassMutual Life Insurance Company
06.2017 - 09.2018
- Initiate and process new death claims via our incoming telephone claim line
- Research and review policy applications and contracts to obtain beneficiary arrangements
- Manage claims/cases that are already initiated and in process by sending follow up letters, making outbound follow up calls, answering emails, etc
- Adhere to and follow all outlined State Regulation rules for each individual claim/case
- Work closely with and maintain professional relationships with consultants, legal, payment teams in order to resolve and complete any pending claims
Personal History Interview Rep-Underwriting
MassMutual Life Insurance Company
06.2012 - 06.2017
- Work closely with MassMutual's Underwriters, Producers, New Business Coordinators, Case Managers and outside clients in order to complete underwriting requirements
- Complete application review of contractual and regulatory requirements, as well as some underwriting risk selection for cases meeting defined criteria for age, face amount, health history and other risk elements
- Conduct Personal History Interviews for both Disability and Life Underwriters
- Educate, mentor, and coach new hires on all processes, systems, and customer service soft skills
- Consistently meet or exceed monthly department goals
Customer Service Specialist/Supervisor
MassMutual Life Insurance Company
02.2006 - 06.2012
- Took supervisor takeover calls from call center agents, worked to resolve client issues quickly and efficiently
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Mentor, train, and coach New Hires in the Life and Disability Service Center
- Interim Manager on Duty/Command Center– overall AUX codes
- Assist with forecasting future schedules based on service level forecast and trending
- While at the Command Center would monitor multiple lines of business for our inbound service centers (Disability, Life, Annuities, and Retirements Services) watching for queues, service level drops, adherence breaches, etc.
Customer Service Associate / Sales / Trainer
LEGO Systems, Inc
09.2000 - 12.2006
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues
- Assist Customers with placing orders while increasing average order value through up selling/cross selling techniques
- Consistently exceed department goals for sales and quality
- Coach, train, and mentor new employees on telephone procedures and computer applications
- Document complaints/inquires/compliments into “Consumer Response System” application, and respond to consumer inquiries via mail, e-mail, and telephone
Education
Business Marketing
Johnson And Wales University
Providence, RILife, Accident & Health/Sickness Producer License
Mortgage Loan Originator License, NMLS 1978692
Skills
- Client Account Management
- Analytical and Critical Thinking
- Oral and Written Comprehension
- Loan Application Management
- Financial Service Solutions
- Underwriting Support
- Project Management
- Sales Quota Achievement
- Problem Resolution
- Sales and Upselling
- Effective Written and Verbal Communication
Timeline
Mortgage Loan Officer
Mr Cooper/Nationstar Mortgage
11.2020 - 12.2022
Mortgage Loan Officer
AmeriSave Mortgage Corporation
04.2020 - 10.2020
Sales Account Executive
Clear One Advantage
06.2019 - 04.2020
Sales Specialist
MassMutual Life Insurance Company
09.2018 - 06.2019
Claims Examiner
MassMutual Life Insurance Company
06.2017 - 09.2018
Personal History Interview Rep-Underwriting
MassMutual Life Insurance Company
06.2012 - 06.2017
Customer Service Specialist/Supervisor
MassMutual Life Insurance Company
02.2006 - 06.2012
Customer Service Associate / Sales / Trainer
LEGO Systems, Inc
09.2000 - 12.2006
Business Marketing
Johnson And Wales University
Life, Accident & Health/Sickness Producer License
Mortgage Loan Originator License, NMLS 1978692