Arwen Jessup
Pilot Mountain,NC
Summary
Manages high-volume loan paperwork in dynamic environments with high production, approval and customer relations targets. Expertise includes reviewing and validating personal, employment and financial histories for each applicant. Self-motivated and reliable with excellent teamwork, problem-solving and organizational skills.
Organized Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.
Overview
18
18
years of professional experience
Work History
Mortgage Production Partner
Neo Home Loans
Pilot Mountain, NC
08.2022 - Current
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Handled numerous calls per day to address customer inquiries and concerns.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Maintained excellent attendance record, consistently arriving to work on time.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked with customers to understand needs and provide excellent service.
Loan Officer Assistant
Fairway Independent Mortgage
Winston Salem, NC
07.2021 - Current
- Cultivated productive relationships with clients, realtors and title/escrow officers to increase profits and expand customer base.
- Documented borrower's information in loan processing system and resolved any discrepancies.
- Prepared professional business correspondence on behalf of loan officer to obtain information and facilitate processing steps.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications and financial history paperwork.
- Monitored daily pipeline averaging 25 loans.
- Coordinated with realtors and title companies to identify discrepancies and update different teams on processing progress.
- Conferred with applicants and creditors to obtain information and resolve paperwork discrepancies.
- Maintained referral pipeline by reaching out regularly to real estate agents, referral partners and past clients.
- Assessed loan compliance to meet mortgage lending laws and regulations.
- Liaised with clients to guide through loan closing process and skillfully handle any concerns.
- Managed anywhere from 10-20 calls per day from borrower, agent or processors.
- Communicated with customers daily to request information and complete paperwork.
Director of Customer Service
Sharpe Co. (Formerly Sharpe Images)
Winston Salem, NC
11.2017 - 06.2021
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
- Enhanced department structure and workflows to increase coverage and team efficiency in face of dynamic demands.
- Received payment information from customers and implemented it carefully into system to alleviate errors.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Built, tested and deployed scalable software company wide.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs and enhancements.
Senior Account Manager
Sharpe Co. (Formerly Sharpe Images)
Winston Salem, NC
05.2012 - 11.2017
- Worked with customers to develop strategic business and account plans.
- Collaborated with Directory of Sales to determine company goals and translate goals to individual clients needs.
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints.
- Contributed to annual revenue goals by selling new services and developing new accounts.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Mentored 5 junior account management professionals to develop skills and increase company revenue.
Purchasing Agent/Inside Sales Support
Salem Distributing Company
Winston Salem, NC
01.2009 - 04.2012
- Completed monthly sales reports to highlight trends and help with team strategizing.
- Supported industry sales team by preparing proposals and benchmarking reports.
- Collaborated with vendor development and support staff to resolve various issues impacting sales activities.
- Assisted customers with sales needs such as inventory and shipping questions.
- Received and organized vendors samples for use by sales team.
- Followed up on web leads, pre-qualified contacts and converted potential customers into sales appointments.
- Coordinated responses and resources to handle special client requests.
Equipment Logistics Coordinator
Salem Distributing Company
Winston Salem, NC
03.2004 - 01.2009
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints concerning work orders, invoices and shipments.
- Collaborated with overseas vendors shipping department staff to facilitate smooth delivery to customers.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Tracked orders and notified customers of status or potential delays.
- Managed installation schedule for technicians.
- Organized importation of glass and stone industry machinery and consumable items via air and ocean.
- Monitored and reported on transportation costs and properly filed shipping documents.
- Processed and entered all customer orders into database and provided proactive customer service for all accounts.
- Liaised between warehouse personnel and customer to facilitate account and operational needs.
- Printed tickets, picked supplies and filled packages under tight deadlines.
Education
Business Administration And Management
County College of Morris
Randolph Township, NJHorry-Georgetown Technical College
Conway, SCSkills
- Lending Software Systems
- Financial Data Collection
- Loan Records Filing and Maintenance
- Loan Application Preparation
- Contacting Borrowers
- Legal Documentation
- Customer Proposals
- Customer Communication
- Loan Paperwork
- Credit Reporting Software
- Customer Satisfaction
- Digital Applications
- Credit Bureau Contact
- Troubleshooting
- Relationship building
- Online correspondence
Timeline
Mortgage Production Partner
Neo Home Loans
08.2022 - Current
Loan Officer Assistant
Fairway Independent Mortgage
07.2021 - Current
Director of Customer Service
Sharpe Co. (Formerly Sharpe Images)
11.2017 - 06.2021
Senior Account Manager
Sharpe Co. (Formerly Sharpe Images)
05.2012 - 11.2017
Purchasing Agent/Inside Sales Support
Salem Distributing Company
01.2009 - 04.2012
Equipment Logistics Coordinator
Salem Distributing Company
03.2004 - 01.2009
Business Administration And Management
County College of Morris
Horry-Georgetown Technical College
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