Open To Work
Arwen Jessup
Pilot Mountain,NC
Summary
Professional with strong foundation in mortgage lending support, prepared to excel in this role. Skilled in loan documentation, client communication, and financial analysis. Known for collaborative approach and adaptability, ensuring reliable support in dynamic environments. Focused on delivering results and enhancing team efficiency.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
22
22
years of professional experience
Work History
Mortgage Loan Officer Assistant
Highlands Residential Mortgage
Winston-Salem, NC
02.2023 - Current
- Coordinated the collection and verification of necessary documentation for mortgage applications, enhancing workflow for loan officers.
- Managed client inquiries and provided timely responses to enhance customer satisfaction.
- Coordinated communication between clients, lenders, and third-party vendors to ensure smooth transactions.
- Participated in weekly team meetings to exchange ideas for continuous improvement initiatives within the department.
- Communicated with customers daily to request information and complete paperwork.
- Organize and maintain loan files and records in compliance with regulatory requirements.
- Streamlined workflow processes to improve efficiency in loan processing operations.
- Collaborated with team members to troubleshoot issues and resolve client concerns promptly.
- Managed a pipeline of mortgage applications, maintaining accuracy and prioritizing urgent cases.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
- Continuously expanded knowledge of various mortgage products and lending guidelines to provide clients with the best possible solutions for their needs.
- Maintained compliance with federal regulations by staying up-to-date with industry changes and guidelines.
Production Partner/Loan Coordinator
NEO Home Loans
Winston Salem, NC
08.2022 - 01.2023
- Maintained strict confidentiality of bank records and client information.
- Developed and maintained relationships with local real estate agents.
- 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.
- Assessed loan compliance to meet mortgage lending laws and regulations.
- Communicated with customers daily to request information and complete paperwork.
Loan Officer Assistant
Fairway Independent Mortgage
Winston Salem, NC
07.2021 - 07.2022
- 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.
- 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
- Coordinated with overseas vendors' shipping teams to facilitate smooth delivery and maintain customer satisfaction.
- Managed high-volume paperwork and collaborated with administrators to streamline invoicing and shipping processes.
- Monitored order progress and communicated status updates to customers.
- Coordinated technician schedules to ensure timely service delivery and operational effectiveness.
- Facilitated efficient importation of glass and stone industry machinery and consumable items to support operational needs.
- Oversaw monitoring and reporting of transportation costs while ensuring accurate filing of shipping documents.
- Analyzed inventory levels and refined replenishment strategies to ensure optimal stock levels.
Education
High School Diploma - Business Administration And Management
County College of Morris
Randolph Township, NJHorry-Georgetown Technical College
Conway, SCSkills
- Lending Software Systems
- Data Collection
- Customer Proposals
- Customer Communication
- Credit Reporting Software
- Customer Satisfaction
- Digital Applications
- Troubleshooting
- Relationship building
- Document verification
- Loan file review
- Time management
- Project management
- File management
Timeline
Mortgage Loan Officer Assistant
Highlands Residential Mortgage
02.2023 - Current
Production Partner/Loan Coordinator
NEO Home Loans
08.2022 - 01.2023
Loan Officer Assistant
Fairway Independent Mortgage
07.2021 - 07.2022
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
High School Diploma - Business Administration And Management
County College of Morris
Horry-Georgetown Technical College