BIANCA BRATTEN
Winter Haven
Summary
Dynamic and driven Lead Customer Service Representative with extensive experience in banking and insurance, specializing in sales and customer service. Proven expertise in data entry and credit history analysis, coupled with a strong background in consumer and mortgage loans. Adept at training and mentoring employees in remote environments, fostering a collaborative and efficient team atmosphere. Recognized for adaptability and a commitment to excellence in customer experience. Holds a Bachelor's degree in Criminal Justice and a Certificate in Child Advocacy, along with a Florida state license in Property and Casualty Insurance. Has also obtained NMLS license as well.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
Work History
Direct Sales Associate
Allstate Insurance Company
10.2024 - Current
- Proactively reach out to potential clients to identify their insurance needs and provide personalized solutions.
- Conduct in-depth consultations to understand client's financial goals, risk tolerance, and coverage requirements.
- Educate clients on the features and benefits of various insurance products, including auto, and homeowner's policies.
- Educated clients on policy options and coverage details for informed decisions.
- Processed applications and renewals efficiently using company software systems.
- Resolved customer inquiries and concerns promptly to maintain satisfaction levels.
- Attended training sessions to stay updated on industry trends and product knowledge.
- Ensured compliance with all applicable laws regarding direct sales operations.
- Prepared comprehensive proposals for potential clients outlining the value of proposed services or products.
- Generated weekly reports outlining sales activities, goals, and progress towards objectives.
- Prepare detailed proposals and quotes tailored to each client's unique circumstances.
- Effectively overcome objections and negotiate policy terms to close sales.
- Maintain a comprehensive pipeline of prospective clients and actively cultivate new leads through networking, referrals, and cold-calling.
- Collaborate with underwriting, operations, and claims teams to ensure a seamless client experience.
- Meet or exceed monthly and quarterly sales targets through strategic planning and execution.
Sr Mortgage Processor
Raymond James
04.2021 - 10.2024
- Reviewed and verified mortgage applications for accuracy and completeness.
- Coordinated communication between borrowers, loan officers, and underwriters.
- Managed documentation flow through the mortgage processing system effectively.
- Assisted in resolving issues related to loan processing and compliance standards.
- Ensured timely submission of loans to underwriting for approval.
- Trained junior processors on best practices and company policies.
- Maintained organized files for all mortgage transactions throughout the process.
- Collaborated with various departments to streamline processing workflows efficiently.
- Verified accuracy of data entered into automated underwriting systems such as Fannie Mae DU, LP or Freddie Mac LP, DO.
- Performed due diligence checks on potential borrowers using internal databases and public records searches.
- Monitored changes in regulatory requirements affecting mortgages in order to stay abreast of industry trends.
- Resolved any discrepancies or issues that arose during the loan process.
- Processed post-closing documents including insurance policies, tax returns, payoffs.
- Managed multiple files simultaneously while meeting tight deadlines.
- Assisted in the preparation of closing documents including final title policies, deeds, and other related items.
- Coordinated with lenders, title companies, appraisers, and attorneys to ensure timely completion of all transactions.
- Interpreted complex legal documents pertaining to mortgages such as promissory notes or deed of trusts.
- Communicated regularly with senior management regarding loan pipeline status updates.
- Analyzed credit reports to determine borrowers' financial status and capacity to repay mortgage loans.
- Maintained a database of customer information such as income statements and credit histories.
- Gathered property appraisals, surveys and tax records to update mortgage loan files.
- Evaluated financial statements and contacted institutions and customers to clarify details.
Lead Mortgage /Consumer Loan Agent
Suncoast Credit Union
06.2016 - 09.2021
- Reviewed loan applications and verified the accuracy of borrower information, assisting Financial Advisors in enhancing high-net-worth client ratings.
- Assessed credit reports to determine mortgage loan eligibility, ensuring compliance with federal regulations and maintaining satisfactory company standards.
- Analyzed financial data, including income, assets, liabilities, and credit history, to evaluate risk factors associated with loan applications, utilizing Salesforce to ensure data completeness and accuracy.
- Contributed to improved customer service metrics and ratings across all products by delivering exceptional service and support to clients.
- Conducted accurate application data entry, ensuring all information is complete and up-to-date to facilitate efficient processing.
- Pre-underwrote applications to expedite the underwriting process, reducing turnaround times and improving overall workflow efficiency.
- Trained new employees both remotely and in-person, providing comprehensive onboarding and ongoing support to enhance team performance and knowledge retention.
- Explained loan products and terms to clients effectively.
- Evaluated credit reports to determine loan qualifications.
- Processed loan documentation for timely approvals.
- Collaborated with underwriting teams on complex cases.
- Resolved member inquiries regarding loan status and payments.
Acquisition Manager
Discover Financial
Newark
12.2014 - 06.2016
- Developed acquisition strategies to enhance customer outreach and engagement.
- Conducted market research to identify potential acquisition opportunities and trends.
- Collaborated with cross-functional teams to align acquisition initiatives with company goals.
- Analyzed customer data to inform acquisition tactics and optimize campaign effectiveness.
- Maintained accurate records of all transactions related to acquisitions.
- Analyzed customer data to determine customer needs and preferences.
- Provided guidance and support throughout the entire acquisition process.
- Developed and implemented strategies to acquire new customers.
- Maintained information database related to products and service availability, supplier capabilities and lead times.
Education
Property And Casualty Insurance License -
State of Florida
10.2024 - 10.2027
B.S. - Criminal Justice
Wilmington University
08.2012 - 05.2016
HS Diploma -
Polytech High School
09.2006 - 05.2010
Nmls -
Nmls License
Skills
- Customer Service
- Leadership Skills
- Credit Analysis
- Problem Solving
- Processing
- Data Entry
- Public Speaking
- Critical Thinking
- Client consultations
- Insurance product knowledge
- Sales strategy execution
- Data analysis
- Loan processing
- Problem solving
- Goal-oriented mindset
- Persuasive presentation
References
- Michelle, +1 (702) 350-4103
- Tasha Mitchell, (813) 369-2003
Languages
English, Fluent
Timeline
Direct Sales Associate
Allstate Insurance Company
10.2024 - Current
Property And Casualty Insurance License -
State of Florida
10.2024 - 10.2027
Sr Mortgage Processor
Raymond James
04.2021 - 10.2024
Lead Mortgage /Consumer Loan Agent
Suncoast Credit Union
06.2016 - 09.2021
Acquisition Manager
Discover Financial
12.2014 - 06.2016
B.S. - Criminal Justice
Wilmington University
08.2012 - 05.2016
HS Diploma -
Polytech High School
09.2006 - 05.2010
Nmls -
Nmls License