Barbara Stoffelen
Mortgage
Edinburg,VA
Summary
Results-oriented professional with extensive experience in financial management and mortgage origination. Skilled in negotiation and issue resolution, driving customer satisfaction and operational effectiveness. Ready to leverage expertise to enhance loan processes and foster strategic partnerships.
Overview
38
38
years of professional experience
Work History
Office Manager
Blissful Life Center
Winchester, VA
03.2013 - 02.2019
- Streamlined office operations, enhancing workflow efficiency and productivity.
- Coordinated scheduling and communication among staff and clients to optimize service delivery.
- Managed vendor relationships, negotiating contracts to secure favorable terms for services and supplies.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence
Branch Manager
Credit Union Mortgage Association
Front Royal, VA
05.2008 - 12.2009
- Directed daily operations to ensure high-quality member service and compliance with regulatory standards.
- Implemented strategic initiatives to enhance loan processing efficiency and improve member satisfaction.
- Analyzed market trends to develop competitive mortgage products tailored to member needs.
- Mentored and trained staff on best practices in customer engagement and operational excellence.
Assistant Vice President/Branch Manager
SunTrust
Front Royal, VA
09.2004 - 04.2008
- Developed and implemented strategic initiatives to enhance operational efficiency across departments.
- Analyzed data trends to inform decision-making and improve service delivery processes.
- Collaborated with cross-functional teams to streamline workflows and optimize project outcomes.
- Oversaw compliance with regulatory standards, ensuring adherence to industry best practices.
Senior Mortgage Loan Originator
Mason Dixon Funding
Fairfax, VA
09.2001 - 08.2004
- Evaluated client financial profiles to determine mortgage eligibility and tailored loan options.
- Guided clients through mortgage process, ensuring clear communication and timely updates.
- Developed strategic partnerships with real estate agents to enhance referral network and increase leads.
- Analyzed market trends to offer competitive loan products aligned with client needs.
- Streamlined application processes, improving turnaround times for loan approvals and disbursements.
- Negotiated favorable terms for clients while maintaining strict adherence to regulatory guidelines.
- Enhanced the company''s reputation for excellent customer service by promptly addressing client concerns and providing knowledgeable guidance throughout the loan process.
- Generated new business through targeted marketing efforts, leading to an increase in loan originations.
- Managed a pipeline of mortgage applications, ensuring timely processing and underwriting.
- Increased client retention rates by providing exceptional post-closing support and fostering long-term relationships with borrowers.
Loan Officer
North American Mortgage
Annandale, VA
05.1995 - 09.2001
- Evaluated borrower financial profiles to determine loan eligibility and risk factors.
- Collaborated with real estate agents to facilitate smooth transaction processes for clients.
- Streamlined loan application processes, enhancing turnaround time and customer satisfaction.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
Loan Officer Assistant
North American Mortgage
Annandale, VA
10.1990 - 05.1995
- Assisted in preparing loan documentation and ensuring compliance with lending regulations.
- Coordinated communication between borrowers, loan officers, and underwriters to facilitate timely loan processing.
- Managed client inquiries and provided updates on loan status, enhancing customer satisfaction.
- Reviewed loan applications for accuracy and completeness, reducing errors during underwriting stages.
- Coordinated with loan officers to optimize the pre-approval process, resulting in a smoother overall experience for clients.
- Communicated with customers daily to request information and complete paperwork.
- Cultivated productive relationships with clients, realtors, and title/escrow officers to increase profits and expand customer base.
Loan Processor Supervisor
First Washington Mortgage
Annandale, VA
05.1985 - 09.1990
- Supervised loan processing workflows, ensuring compliance with regulatory standards and company policies.
- Trained and mentored team members to enhance productivity and accuracy in loan applications.
- Implemented process improvements that streamlined operations and reduced turnaround times for loan approvals.
- Coordinated with underwriters to resolve discrepancies in documentation and expedite decision-making.
In -House Originator /Loan Processor
Weaver Brothers Mortgage Company
Springfield, VA
01.1981 - 05.1985
- Originated and processed residential mortgage loans, ensuring compliance with regulatory standards and company policies.
- Evaluated borrower creditworthiness through comprehensive analysis of financial documents and credit reports.
- Developed strong relationships with clients, providing personalized guidance throughout the loan application process.
- Collaborated with underwriters and processors to expedite loan approvals and enhance operational efficiency.
- Delivered exceptional service resulting in numerous positive client reviews and referrals from satisfied customers.
- Educated potential borrowers on various mortgage products, enabling informed decision making.
Education
High School Diploma -
Hayfield Secondary
Alexandria, VASkills
- Decision making & judgment
- Issue resolution skills
- Recruitment / human resources
- Negotiation
- Effective relationship building
- Public speaking
- Operations management
- Financial management
Accomplishments
- Repeatedly received recognition from superiors for excellence in service.
- Supervised team of 6 staff members.
- Presidents Club
- Most Profitable Branch
- Best Customer Service 4 years
Timeline
Office Manager
Blissful Life Center
03.2013 - 02.2019
Branch Manager
Credit Union Mortgage Association
05.2008 - 12.2009
Assistant Vice President/Branch Manager
SunTrust
09.2004 - 04.2008
Senior Mortgage Loan Originator
Mason Dixon Funding
09.2001 - 08.2004
Loan Officer
North American Mortgage
05.1995 - 09.2001
Loan Officer Assistant
North American Mortgage
10.1990 - 05.1995
Loan Processor Supervisor
First Washington Mortgage
05.1985 - 09.1990
In -House Originator /Loan Processor
Weaver Brothers Mortgage Company
01.1981 - 05.1985
High School Diploma -
Hayfield Secondary