Arlene Learmont
Financial Business Professional
Laurel
Summary
To build a successful and rewarding career by continuously striving for personal excellence through hard work, discipline, and educational growth. Self-motivated work ethic to perform effectively independently and in team environments.
Overview
15
15
years of professional experience
2023
2023
years of post-secondary education
Work History
Staff Assistant III
Navy Federal Credit Union
Vienna
07.2022 - Current
- Provide administrative support to SVP, VP, AVP (to include calendar management, scheduling, and travel)
- Assist the leadership team with analyzing and evaluating activities of the department
- Participate in department and companywide projects
- Create, maintain, and allocate budget across Credit Card Teams
- Processes expense reports and invoices (to include Corporate Card management and reconciliation)
- Order, track and maintain office supplies
- Assist in the onboarding, off boarding and change of status employees
- Oversee facility requests for team
- Organize space management moves via FM Systems and MyRes
- Track via reporting company’s Recognition Program - (Celebrate You)
- Coordinated schedules for staff meetings and training sessions.
- Created spreadsheets in Excel to track data related to projects.
- Prepared documents such as memos, letters, invoices, reports and other materials for distribution.
- Compiled information for presentations using PowerPoint software.
- Assisted in preparing agendas for meetings held by senior management team.
- Generated purchase orders for approved items requested by staff members.
- Responded promptly to emails sent by various departments within the organization.
- Managed calendar of events to ensure deadlines were met.
- Assisted with special projects upon request from management team.
- Opened, sorted, and distributed incoming mail and processed outgoing mail.
- Served as liaison between the department and external contacts.
- Inputted data into an Access database program.
- Performed research on a variety of topics related to departmental activities.
- Maintained filing systems both electronically and manually.
- Organized and maintained office supplies inventory.
- Booked hotel rooms, car rentals, and flights for company trips and conferences.
- Conducted orientations for new staff members regarding company policies and procedures.
- Researched and validated vendors to optimize delivery of services.
- Processed incoming mail and distributed accordingly.
- Gathered and sorted data for reports and files.
- Handled confidential information with discretion and integrity.
- Scheduled service and changed and ordered toner to keep printers and copiers functioning.
- Maintained positive working relationship with fellow staff and management.
- Reserved and managed meeting room availability.
- Reviewed and approved vendor invoices.
- Provided HR administrative assistance to management team.
- Greeted guests and vendors to assist in navigating space.
- Encouraged and improved cross-department internal communication.
- Performed accounting or financial analysis.
Escrow Administration Specialist
Navy Federal Credit Union
Vienna
07.2016 - 07.2022
- Verify, monitor, and ensure accurate insurance information for Navy Federal mortgage & equity loans
- Detect errors and initiate or arrange for corrective action
- Train new and existing staff on new systems and processes
- Conduct quality control analysis of outsourced vendors through monthly auditing
- Provide members and other departments with detailed information about escrow, insurance coverage and questions pertaining to mortgage/equity loans
- Research, respond and make recommendations for escalated member concerns to various government agencies:(Consumer Financial Protection Bureau and Better Business Bureau)
- Established reporting system for Insurance Letters for Board and Executive membership
- Schedule and coordinate meetings with leadership
- Present analysis findings and recommendations to leadership
- Prepared variety of different written communications, reports, and documents to ensure smooth operations
- Help initiate and implement Escrow Employee Recognition Program
- Assisted with member inquiries to ensure excellent service delivery.
- Assisted clients in understanding property insurance policies and coverage options.
- Resolved client inquiries and issues regarding claims and policy details.
- Participated in training sessions to enhance product knowledge and customer service skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Utilized various software and tools to streamline processes and optimize performance.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Mortgage Processor (Voluntary Detail for 6 Months)
Navy Federal Credit Union
Vienna
03.2021 - 08.2021
- Review financial statements and contact institutions and customers to clarify details
- Coordinate closing process with attorneys, title companies and government clerks
- Maintain compliance with privacy and security requirements, as well as federal statutes covering Mortgage loans
- Prepare file for final clear-to-close
- Complete denial and cancellation on applicable files
- Handle any conditions sent from underwriting departments
- Processed mortgage applications in compliance with internal guidelines and regulations.
- Reviewed credit reports to assess borrower eligibility and risk levels.
- Communicated with loan officers to gather necessary documentation for approvals.
- Coordinated with underwriters to resolve issues and expedite loan processing.
- Maintained accurate records of all transactions and documentation received.
- Assisted clients in understanding mortgage terms and application status updates.
- Utilized mortgage processing software to track loan progress efficiently.
- Ensured timely submission of documents to meet closing deadlines consistently.
- Reviewed loan applications and supporting documentation to ensure accuracy of data.
- Reconciled escrow accounts and prepared annual escrow analyses.
- Managed a pipeline of loans from origination through funding stages.
- Developed strong relationships with lenders and brokers in order to facilitate smooth processing of loans.
- Analyzed financial statements including tax returns and bank statements.
- Provided guidance to customers regarding mortgage products and procedures.
- Prepared closing documents for review by underwriter or manager.
- Verified income, assets, credit reports, title insurance policies and appraisals for each loan file.
- Calculated debt-to-income ratios, loan-to-value ratios, and other applicable percentages.
- Ensured compliance with federal regulations such as RESPA, Truth in Lending Act, Home Mortgage Disclosure Act and Anti-Money Laundering laws.
- Researched and resolved discrepancies related to the loan application process.
- Validated borrower's information against credit bureaus as well as other financial institutions.
- Maintained communication with borrowers to ensure timely submission of required documents.
- Performed quality control reviews on all closed loans prior to delivery.
- Followed up on conditions requested by underwriters or insurers during the loan approval process.
- Coordinated with third party vendors such as title companies, appraisers, surveyors.
- Managed loan application pipeline by completing and submitting reports within allotted turn-around times.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Filed completed packages quickly and efficiently.
- Gathered property appraisals, surveys and tax records to update mortgage loan files.
- Maintained complete confidentiality of submitted information according to release guidelines.
- Completed closing process by collaborating with attorneys, title companies and government clerks.
- Determined loan eligibility by conducting income analysis, credit checks and repayment ability reviews.
- Facilitated the resolution of appraisal and title issues.
- Coordinated with underwriters to resolve loan application issues and discrepancies.
- Prepared and reviewed loan closing documents to ensure compliance with lender requirements.
- Managed pipeline of loan applications to ensure efficient processing.
- Utilized loan processing software for data entry and to streamline workflow.
- Maintained detailed records of loan transactions and applicant information.
- Collaborated with closing agents to schedule and prepare for loan closings.
- Performed quality control checks on processed loans to ensure accuracy and completeness.
- Identified and suggested solutions to improve loan processing efficiency and customer service.
- Collected required documentation from clients, such as proof of income and employment verification.
- Scanned and uploaded loan and related documents into system.
- Filed and maintained loan records.
- Assembled and compiled documents for loan closings.
- Reviewed customer accounts to determine on-time payments and loan terms compliance.
- Presented loan and repayment schedules to customers.
- Prepared and typed loan applications, closing documents or legal documents using computers.
Registered Mortgage Loan Originator
Navy Federal Credit Union
Odenton
07.2013 - 07.2016
- Process first mortgage and equity loan applications
- Determine applicants' qualification; providing detailed information about Navy Federal's mortgage and equity loan products; clarifying complexities of mortgage/equity loan process and evaluating, personalizing, and recommending financing alternatives
- Resolve issues or arrange for resolution
- Ascertain and provide training for new Mortgage Loan Originator trainees
- Assisted members with loan applications and documentation requirements.
- Evaluated borrower creditworthiness and financial information for loan approval.
- Explained mortgage products and services to potential clients clearly.
- Maintained accurate records of loan transactions in the database system.
- Educated members on home financing options and market trends effectively.
- Maintained a thorough knowledge of current lending regulations, policies, and procedures.
- Provided excellent customer service at all times by responding promptly to inquiries.
- Assisted customers in obtaining necessary documentation needed for loan approval purposes.
- Ensured compliance with federal and state laws when originating mortgages.
- Originated loans and assisted senior-level credit officers with complex loan applications.
- Researched and evaluated various loan products to determine the best fit for each customer.
- Analyzed financial information provided by customers in order to determine eligibility for loans.
- Advised customers on their financial options, including credit repair services and refinancing opportunities.
- Kept detailed records regarding approved, denied and received loan applications.
- Gathered client debt, credit and income information to determine loan eligibility.
- Helped clients fill out loan applications and find ideal loan options.
- Assessed financial means and desires of each client in order to set up appropriate mortgage packages.
- Complied applications and paperwork and double-checked for accuracy.
- Ensured compliance with federal and state lending regulations.
- Prepared and reviewed loan agreements to ensure accuracy and completeness.
- Informed customers of loan application requirements and deadlines.
- Identified valuable solutions for customers with credit problems.
Member Service Representative
Navy Federal Credit Union
Odenton
07.2013 - 07.2016
- Perform platform banking functions, ensuring cash and other negotiable instruments are managed appropriately
- Analyze and research problems related to financial accounts
- Train and mentor new hires and lower-level team members
- Collaborate with branch leadership on new training and team building concepts
- Plan, coordinate and manage projects for team building, skill building and member service training programs
- Conduct monthly evaluations and provide feedback on training programs and team member performance
- Branch Subject Matter Expert (SME) for policies and regulations
- Assisted members with account inquiries and transaction processing.
- Educated members on credit union products and services.
- Resolved member concerns and provided effective solutions.
- Processed loan applications and conducted preliminary assessments.
- Collaborated with team members to enhance service delivery.
- Guided new employees in customer service protocols and procedures.
- Ensured compliance with credit union regulations and policies.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Answered incoming calls regarding membership benefits and services.
- Greeted customers in a friendly and professional manner.
- Enhanced member relationships by providing excellent service during each interaction.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Provided guidance to members on how best to use products or services offered by the organization.
- Monitored compliance with organizational security protocols when interacting with members.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Verified identity information on new accounts using established procedures.
- Participated in team meetings to discuss customer service strategies and goals.
- Assisted colleagues with tasks as needed during peak times of activity.
- Attended training sessions regularly to stay abreast of changes in company policies or procedures.
- Responded promptly to emails from members seeking assistance.
- Reviewed new account applications to verify eligibility of prospective members.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Identified opportunities for cross-selling additional products or services based on member needs.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Tracked customer feedback through surveys or other methods to identify trends or areas of improvement.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Excelled in exceeding daily credit card application goals.
Bank Teller and Sales and Service Specialist
Bank of America
Laurel
05.2011 - 07.2013
- Cash handling and balancing of customer transactions
- Banking center's Lobby Leader (managing customer flow and appointments)
- Servicing and maintenance of all customer accounts
- Assist with Branch Office opening and closing procedures
- Processed customer transactions efficiently and accurately.
- Assisted customers with account inquiries and service requests.
- Maintained cash drawer and balanced daily transactions.
- Promoted bank products and services to enhance customer engagement.
- Collaborated with team members to improve service delivery.
- Ensured compliance with banking policies and regulations.
- Handled customer complaints and resolved issues promptly.
- Educated customers on digital banking tools and resources.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Performed cash handling duties including counting currency, coins and checks.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Maintained confidentiality of bank records, transactions and customer information.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Balanced teller drawers regularly throughout the day according to established procedures.
- Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
- Provided assistance to other tellers during peak business hours as needed.
- Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Reconciled cash and checks against computer records at end of shift.
- Researched customer inquires regarding their accounts using internal banking systems.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Took on additional shifts during busy periods to minimize staffing shortages.
- Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
- Reconciled daily sales sheets with actual physical money received from customers or deposited into ATM machines.
- Prepared reports on transaction activity for management review.
- Cross-sold bank products such as savings accounts and credit cards to existing clients.
- Built and maintained client relationships through quality, personalized interactions.
- Trained employees on cash drawer operation.
- Adhered to financial services security and audit procedures.
- Identified transaction errors when debits and credits did not balance.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
- Educated clients on digital banking tools and services available.
- Resolved customer complaints with professionalism and empathy.
- Collaborated with team members to enhance service delivery strategies.
- Provided support during promotional events to increase client engagement.
- Greeted customers upon entering the store and provided assistance as needed.
- Maintained inventory by restocking shelves with product items.
- Assisted in training new employees on sales techniques and customer service policies.
- Developed promotional materials such as flyers, posters, coupons. to advertise store events and promotions.
- Participated in team meetings regarding strategies for increasing sales revenue.
- Analyzed customer feedback surveys to identify areas needing improvement in services offered.
- Handled irate customers smoothly to achieve performance targets.
Education
Bachelor Arts - Business Administration - Human Resource Management
Strayer University
MarylandSome College (No Degree) - Human Resource Management Certificate
Institute of Commercial Management
United Kingdom , EnglandSome College (No Degree) - Administrative Assistant Diploma
Darnley Career Academy
United Kingdom , EnglandSome College (No Degree) - Psychology Certificate
Institute of Tertiary Tutors
Trinidad & Tobago , Some College (No Degree) - English Literature and History
Holy Faith Convent
Trinidad & TobagoSkills
- Judgment and Decision Making
- Task Prioritization
- Multitasking and Time Management
- Verbal and Written Communication
- Research and Analytical Skills
- Relationship Building
- Outlook
- Lotus Notes
- IBM
- OnDemand
- EJ Display
- Check Image Archive
- Universal Agent Desktop (UAD)
- Microsoft Office Suite (MS Word, MS Excel, MS Power Point and MS Access, SQL, MS Project, PeopleSoft, MS Visio)
- Citrix
- Eclient for Content Manager
- SharePoint
- Concur Travel Booking
- Quality control
- Compliance regulations
- Process improvement
- Customer relationship management
- Project coordination
- Expense tracking
- Employee training
- Effective communication
- Problem solving
- Time management
- Attention to detail
- Cross-department collaboration
- Customer satisfaction
- Auditing techniques
- Lean six sigma
- Team mentoring
- Quality assurance
- Teamwork
- Calendar management
- Budget allocation
- Expense reporting
- Presentation creation
- Meeting preparation
- Travel arrangements
- Microsoft office expertise
- Scheduling and planning
- Bookkeeping
- Administrative tasks
- Event planning
- Meeting coordination
- Project Support
Accomplishments
- Collaborated with Documentation Specialists in the development of various Escrow Administration Procedures
- Implemented Insurance Letter reporting system for Navy Federal's Mortgage and Equity Board Executives
- Recipient of Mortgage and Equity Servicing Star Award
- Recipient of Navy Federal's Sustained Superior Performance Certificate
- Hosted soft skills training sessions for team member's and new onboarding staff
- Organized and facilitated team building activities and Quarterly Townhalls
Timeline
Staff Assistant III
Navy Federal Credit Union
07.2022 - Current
Mortgage Processor (Voluntary Detail for 6 Months)
Navy Federal Credit Union
03.2021 - 08.2021
Escrow Administration Specialist
Navy Federal Credit Union
07.2016 - 07.2022
Registered Mortgage Loan Originator
Navy Federal Credit Union
07.2013 - 07.2016
Member Service Representative
Navy Federal Credit Union
07.2013 - 07.2016
Bank Teller and Sales and Service Specialist
Bank of America
05.2011 - 07.2013
Bachelor Arts - Business Administration - Human Resource Management
Strayer University
Some College (No Degree) - Human Resource Management Certificate
Institute of Commercial Management
Some College (No Degree) - Administrative Assistant Diploma
Darnley Career Academy
Some College (No Degree) - Psychology Certificate
Institute of Tertiary Tutors
Some College (No Degree) - English Literature and History
Holy Faith Convent