Austin Hite
Roseville,CA
Summary
NMLS #1948654
Dedicated and detail-oriented Customer Service specialist with 4 years of experience. Skilled at prioritizing, completing multiple tasks simultaneously and following through to achieve goals. Flexible and goal-oriented team player with expertise in customer relationship management and document control.
Overview
4
4
years of professional experience
Work History
Direct Banking Relationship Manager
Tri Counties Bank
Roseville, CA
09.2022 - Current
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Resolved customer complaints promptly and efficiently.
- Contacted customers about potential service upgrades, new services and account changes.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- If unable to provide a direct solution to a customers problem, developed a path for them to take that would position them to be helped in the future.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
Loan Officer
Penny Mac Mortgage
Roseville, CA
12.2021 - 09.2022
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
- Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
- Adhered to federal and state compliance guidelines relative to retail mortgage lending.
- Performed daily maintenance of loan applicant database.
- Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information to update credit and loan files.
- Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers.
- Provided expert financial advice on mortgage and both educational and personal loans.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
Loan Officer
Direct Access Funding
Irvine, CA
10.2020 - 07.2021
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
- Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
- Adhered to federal and state compliance guidelines relative to retail mortgage lending.
- Performed daily maintenance of loan applicant database.
- Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers.
- Provided expert financial advice on mortgage and both educational and personal loans.
- Researched insurance information and flood certificates.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Identified valuable solutions for customers with credit problems.
Loan Officer
Loan Depot
Irvine, CA
05.2020 - 08.2020
- Improved customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers through phone conversations.
- Leveraged software to input and compile data gathered from various sources.
- Made 50-100 outbound calls a day to follow up with potential clients.
- Organized files efficiently for faster movement through processing department.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Provided expert financial advice on mortgage loans.
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
- Performed daily maintenance of loan applicant database.
- Researched insurance information and flood certificates.
Education
High School Diploma -
El Toro High School
Lake Forest, CA2015
Skills
- Active listener
- Cooperative team player
- Engaging personality
- Multitasking
- Conflict resolution
- Team player
- Up-selling
- Call center operations
- Data entry
- High-energy attitude
- Inbound and outbound calling
- Safe Act of 2008 Certification
- Reliable
- Customer service-focused
Timeline
Direct Banking Relationship Manager
Tri Counties Bank
09.2022 - Current
Loan Officer
Penny Mac Mortgage
12.2021 - 09.2022
Loan Officer
Direct Access Funding
10.2020 - 07.2021
Loan Officer
Loan Depot
05.2020 - 08.2020
High School Diploma -
El Toro High School