Summary
Overview
Work History
Education
Skills
Timeline
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Brenda Lewis

Matthews,NC

Summary

Experienced professional with a robust background in financial analysis, and client-focused counseling, seeking a challenging role and exceptional customer service. I am eager to share my expertise in exceptional customer service with client autonomy, and driving positive outcomes in the financial and housing sector. Knowledgeable Loan Processor bringing 29 years of experience in banking and financial positions. Highly skilled in working well with people of all backgrounds to complete loan packages. Adept at building loyalty and trust between bank and customer. Hardworking with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

30
30
years of professional experience

Work History

Customer Service Gate Agent

Piedmont Airlines
04.2024 - Current
  • Processed upgrades and standby requests, maximizing revenue opportunities for the airline while accommodating passenger needs.
  • Demonstrated strong knowledge of airline policies and procedures to ensure seamless gate operations.
  • Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
  • Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
  • Managed passenger boarding, ensuring accurate ticket verification and seat assignments.
  • Maintained clear communication between ground staff, flight crew, and other airport personnel to ensure smooth gate operations.
  • Checked in passengers efficiently, verifying identification and travel documents for accuracy and compliance with airline policies.
  • Conducted pre-boarding announcements professionally, informing passengers of important safety guidelines and boarding procedures.
  • Participated in ongoing training opportunities to stay updated on industry best practices and enhance overall job performance.
  • Managed irregular operations such as delays or cancellations calmly, taking necessary action to minimize impact on passengers'' travel plans.
  • Disbursed and recorded appropriate gate passes.
  • Communicated with site personnel by relaying information via radio calls.
  • Frequently reviewed security cameras and reported security breaches to management.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.

Loan Processor

CMHP/DreamKey Partners, Inc.
03.2019 - 09.2023
  • Analyzed loan applications and supporting documents to determine eligibility for approval
  • Reviewed credit reports and financial information to evaluate creditworthiness of applicants
  • Performed detailed calculations to verify income, assets, liabilities and other data provided by applicants
  • Communicated with customers via telephone or email to obtain additional documentation required for loan processing
  • Explained the various types of loans such as FHA, Conventional and VA available and advised on the best product suited for customer's needs
  • Submitted loan applications to underwriting department for review and approval process
  • Maintained accurate records in computer database system during loan origination process
  • Developed relationships with clients, real estate agents, lenders, title companies and attorneys throughout closing process
  • Prepared loan documents including promissory notes, deeds of trust, mortgage insurance policies and truth-in-lending statements
  • For reviewed appraisals to ensure accuracy of value estimates
  • Compiled closing packages containing all necessary documents required for funding
  • Collaborated with underwriters to resolve any discrepancies in applicant's financial profile or documentation issues
  • Verified accuracy of closing figures prior to disbursement of funds
  • Assisted borrowers with questions regarding their loans after closing
  • Monitored progress of each loan application from start to finish ensuring timely completion
  • Conducted quality control reviews on closed files ensuring compliance with state and federal regulations
  • Updated customers regularly on status of their loans throughout processing period
  • Provided excellent customer service while responding promptly to inquiries from applicants, lenders and brokers
  • Supported loan officiant and underwriter teams by ensuring timely, judicious for accurate loan processing
  • Calculated income, assets and liabilities to meet lender requirements
  • Maintained fast-paced schedule by consistently providing satisfactory application approval turnaround times
  • Reviewed and verified borrowers' income, credit reports and property appraisals to prepare documents for underwriting
  • Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues
  • Interfaced with borrowers to obtain needed items and prepare applications for underwriting review
  • Reviewed initial client documentation to structure and submit loan package
  • Filed completed packages quickly and efficiently
  • Assessed feasibility of loan approval by reviewing financial histories, available credit and current employment
  • Met with applicants to obtain information for loan applications and answer questions about processes
  • Worked with different down payment assistance programs such as (House Charlotte, CPLP, etc) to see if customers qualify for programs.

Homeownership Advisor/Senior Advisor

Charlotte Mecklenburg Housing Partnership
07.1994 - 04.2019
  • Counseled customers to resolve housing problems or need and develop a corrective action plan for customers to successfully reach homeownership
  • Ensured that customer satisfaction is a priority for every file including communicating with builders/realtors as needed
  • Ensured counseling sessions are properly documented via-hard copy file or paperless files and that data is entered into the database accurately in a timely manner
  • Conducted pre-qualification meetings with prospective borrowers to identify appropriate financing solutions
  • Provided guidance to clients on available mortgage programs and the associated qualification criteria
  • Analyzed borrower's financial information to determine eligibility for home loan products
  • Developed and maintained relationships with referral sources, such as real estate agents and builders
  • Researched credit history to provide alternative solutions when necessary or requested by customers
  • Maintained updated knowledge of changing lending regulations and guidelines from various agencies and investors
  • Advised clients on strategies for reducing debt levels in order to improve chances of obtaining a mortgage product
  • Participated in continuing education courses aimed at enhancing knowledge base in mortgage banking field
  • Updated client account information and records in company databases
  • Identified valuable solutions for customers with credit problems
  • Stayed abreast of lending regulations, industry trends and market rates
  • Prepared reports for customers with delinquent and irreconcilable accounts.

Education

Bachelor's of Science in Recreation Administration -

College of Health And Sciences, North Carolina Central University
Durham, NC
05.1984

Skills

  • Microsoft Office
  • Customer Service
  • Credit History Review
  • Income Evaluation
  • Credit File Updating
  • Loan Processing Coordination
  • File Management/ Maintain Database
  • Teamwork and Collaboration
  • Processing Documents
  • Loan Submissions/Calyx Point
  • Reviewing Financial Paperwork
  • Credit Reports
  • Phone Etiquette
  • Sabre Software

Timeline

Customer Service Gate Agent

Piedmont Airlines
04.2024 - Current

Loan Processor

CMHP/DreamKey Partners, Inc.
03.2019 - 09.2023

Homeownership Advisor/Senior Advisor

Charlotte Mecklenburg Housing Partnership
07.1994 - 04.2019

Bachelor's of Science in Recreation Administration -

College of Health And Sciences, North Carolina Central University

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Brenda Lewis