Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

ANGELIQUE PONTE-HEIN

Middletown,DE

Summary

Dedicated banking professional with more than 20 years' experience at WSFS Bank, providing excellent lending, management expertise along with high-quality customer service and financial offerings to support the growth of a company and its stakeholders.

Overview

19
19
years of professional experience

Work History

AVP, SENIOR CONSUMER LENDING UNDERWRITER

WSFS Bank
12.2020 - 06.2022
  • Supported WSFS Mortgage for simultaneous second mortgages for purchase and refinances up to 3 million.
  • Responsible for judgmental underwriting of loan requests; assessing loan risk and ensuring request meets lending parameters for debt to income, loan to value for Bridge, Lot, Home Equity, Titled Manufactured Loans.
  • Reviewed and approved appraisals, system valuations, and PCR’s..
  • Assembled flood checklists to ensure flood files are in 100% compliance.
  • Accountable for all loan decisions to adhere to internal and external regulatory guidelines.
  • Trained and aided new underwriters.
  • Managed pipeline of 30-80 deals, dependent on volume.

AVP CONSUMER LENDING UNDERWRITER

WSFS Bank
11.2019 - 12.2020
  • Accountable for all loan decisions to adhere to internal and external regulatory guidelines for all unsecured lending products and small equity loans.
  • Managed pipeline of 25-50 deals, dependent on volume.
  • Suggested and cross-sold other products or services on approved loans that benefited customer.
  • Supported VPs by providing weekly sales volume.
  • Completed high level underwrites and approval on student loans through Lend Key.

AVP, DIRECT BANK SALES MANAGER

WSFS Bank
09.2016 - 04.2018
  • Lead sales team that strengthens customer relationships through needs-based selling.
  • Empowered associate growth daily and monthly through 1:1’s and side by side coaching. feedback and training.
  • Assembled training documents and guides to support team.
  • Communicated with upset loan customers and lending decisions.
  • Collaborated with Consumer Lending Managers to correct and minimize errors in application processes.

CUSTOMER RELATIONS MANAGER

WSFS Bank
11.2015 - 09.2016
  • Redesigned and streamlined Contact Center’s daily processes.
  • Provided monthly valuation for all service and sales associates to customer service managers through quality assurance monitoring of incoming and outgoing calls.
  • Created quick huddle trainings for teams based on current environment and trends.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.

CUSTOMER OVERDRAFT MANAGER

WSFS Bank
10.2005 - 11.2015
  • Responsible for bank’s overdraft business line, assessed and determined risk of paying items for customers, personal and business.
  • Provided support to customers both personal and business overdrawn accounts by offering solutions to minimize or eliminate future overdraft occurrences.
  • Verified bank’s practices met OCC guidelines and handled yearly auditing of overdraft program.
  • Management of deposit account charge-off process to maintain below 5%.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

RETAIL CONSUMER LOAN SALES ASSOCIATE

WSFS Bank
09.2003 - 10.2005
  • Worked independently with minimal supervision.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Built relationships with customers and community to promote long term business growth.
  • Supported team goals by contributing 40% of teams loan dollars

CUSTOMER SERVICE ASSOCIATE & LEAD

WSFS Bank
09.2001 - 09.2003
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Maintained a high call volume with average of 175 calls per day.

Education

BUSINESS MANAGEMENT & MARKETING DTCC

Delaware Technical Community College
Wilmington, DE
2001

High School Diploma -

Mount Pleasant High School
Wilmington, DE
06.1997

Skills

  • Building Relationships
  • Collaborating
  • Creating Processes
  • Organization
  • Time Management
  • Engagement
  • Product Education
  • Income Evaluation
  • Creditworthiness Determination
  • Loan File Maintenance
  • Consumer Credit Reports
  • Appraisal Reports

Additional Information

Highly adept at assisting coworkers and customers utilizing best practices. Proven outstanding customer service and communication skills. Detail oriented with strong organization and ability to carry out tasks with minimal supervision. Proven ability to identify, analyze, and solve problems


Actively gave back to the community for years through Team WSFS; United Way, Meals on Wheels, Special Olympics of Delaware, Teach Children to Save, and Creative Mentors

Timeline

AVP, SENIOR CONSUMER LENDING UNDERWRITER

WSFS Bank
12.2020 - 06.2022

AVP CONSUMER LENDING UNDERWRITER

WSFS Bank
11.2019 - 12.2020

AVP, DIRECT BANK SALES MANAGER

WSFS Bank
09.2016 - 04.2018

CUSTOMER RELATIONS MANAGER

WSFS Bank
11.2015 - 09.2016

CUSTOMER OVERDRAFT MANAGER

WSFS Bank
10.2005 - 11.2015

RETAIL CONSUMER LOAN SALES ASSOCIATE

WSFS Bank
09.2003 - 10.2005

CUSTOMER SERVICE ASSOCIATE & LEAD

WSFS Bank
09.2001 - 09.2003

BUSINESS MANAGEMENT & MARKETING DTCC

Delaware Technical Community College

High School Diploma -

Mount Pleasant High School

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