Austin Baade
Simpsonville,SC
Summary
Results-driven Client Success professional with 10+ years of experience optimizing client outcomes across mortgage and fintech environments. Proven expertise in account management, systems
implementation, and data-driven performance optimization. Skilled at translating complex technical processes into clear, actionable strategies that drive adoption, retention, and profitability. Known for
building trusted partnerships and delivering exceptional client experiences across high-volume, fast-paced operations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Lock Desk Analyst / Client Operations Specialist
Cross Country Mortgage
03.2025 - 06.2025
- Supported a nationwide client base of 2,000+ sales professionals while managing ~$3B in monthly
operations volume. - Partnered with Sales and Operations to resolve discrepancies and accelerate client deliverables,
improving responsiveness and SLA compliance. - Delivered targeted platform training that improved tool proficiency and reduced escalations across the
organization. - Enhanced workflows through better communication channels and standardized client support,
improving overall service delivery. - Analyzed mortgage data to identify trends and support loan application assessments.
- Assisted in preparing financial reports and presentations for internal stakeholders.
- Utilized CRM software to track client interactions and improve service delivery.
Senior Lock Desk Analyst / Client Relations Lead
Northpointe Bank
04.2019 - 02.2025
- Analyzed data trends to support team decision-making and optimize processes.
- Led daily operations and managed a client-facing team of six analysts supporting 100+ partners and
~$200M in monthly transactions. - Acted as a trusted advisor to internal and external stakeholders, resolving escalations, aligning
processes, and improving client satisfaction. - Collaborated with Product, Operations, and Capital Markets teams to optimize workflows and
enhance system usability. - Conducted training and documentation initiatives that increased process consistency and reduced
service tickets by 30%. - Improved turnaround time by 25% through proactive communication and standardized client support
procedures. - Strengthened stakeholder engagement through feedback loops and data transparency, improving
pull-through and retention. - Collaborated with cross-functional teams to gather insights and improve project outcomes.
- Mentored junior analysts, fostering skill development and promoting a culture of continuous improvement.
Secondary Marketing Specialist II
Member First Mortage
06.2015 - 04.2019
- Managed high-volume client pipelines, ensuring efficient service delivery, compliance, and pricing
accuracy. - Authored client-facing training resources and SOPs that reduced service errors by 25% and improved
consistency. - Drove a 15% increase in margin profitability through data analysis and collaboration with strategy
teams. - Built strong cross-departmental relationships that improved performance visibility and client
satisfaction metrics. - Analyzed data trends to identify strategic opportunities for operational improvements.
- Developed comprehensive reports that informed decision-making and enhanced project outcomes.
- Collaborated with cross-functional teams to streamline processes and improve efficiency.
- Mentored junior analysts, fostering skill development and promoting best practices in analysis.
Sales & Marketing Specialist (Client Engagement)
Gun Lake Casino
05.2013 - 06.2015
- Developed and executed targeted marketing campaigns to enhance brand awareness and drive customer engagement.
- Analyzed market trends and consumer feedback to inform product offerings and promotional strategies.
- Collaborated with cross-functional teams to optimize sales processes and improve customer service experiences.
- Managed VIP client programs and personalized engagement campaigns that increased customer
retention by 30%. - Collaborated with marketing and analytics teams to align initiatives with performance goals and
improve user experience. - Utilized Salesforce to streamline client workflows and reduce campaign turnaround
times by 40%.
Education
High School Diploma -
Hastings High School
Hastings, MISkills
- Client Success Management
- Account Management
- SaaS & Fintech Systems Proficiency
- Salesforce
- HubSpot
- Optimal Blue
- Encompass
- BytePro
- Mortgage Cadence
- Compass Analytics
- Google Workspace
- Microsoft 365 (Excel, Word, PowerPoint)
- Data Analysis & Reporting, Workflow Automation
- Onboarding & Product Adoption
- Process Optimization
- Cross-Functional Collaboration
- Escalation Management
- KPI Tracking
- Team Leadership
- Training & Enablement
- Communication
- Strategic Planning
- Business Development
Certification
- Generative AI Fundamentals, Databricks - 2025
- Customer Success Management, Aspireship - 2024
- Sales Development, CourseCareers - 2024
- Cybersecurity Certification, Google - 2024
Timeline
Lock Desk Analyst / Client Operations Specialist
Cross Country Mortgage
03.2025 - 06.2025
Senior Lock Desk Analyst / Client Relations Lead
Northpointe Bank
04.2019 - 02.2025
Secondary Marketing Specialist II
Member First Mortage
06.2015 - 04.2019
Sales & Marketing Specialist (Client Engagement)
Gun Lake Casino
05.2013 - 06.2015
High School Diploma -
Hastings High School