Brian Gentry
Dallas,TX
Summary
Proven track record in enhancing operational efficiency and customer satisfaction at Change Home Mortgage, adept in regulatory compliance and excellent communication. Spearheaded initiatives that streamlined processes. Skilled in networking and customer rapport, consistently exceeding sales goals and fostering meaningful client relationships.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Loan Officer
Change Home Mortgage
07.2022 - Current
- Apply critical thinking skills with clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Follow written risk and compliance policies, standards, and procedures for business activities.
- Meticulously review applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
- Develop and maintain relationships with local real estate agents, affiliates and 3rd parties.
- Detail oriented, reliable, organized to streamline internal communication between departments, enhancing overall operational efficiency within the organization
- Cultivated lasting relationships with satisfied clients that led to repeat business as well as referrals from friends or family members.
Loan Processor
Nationstar Mortgage DBA Mr. Cooper
07.2019 - 05.2022
- Worked with high volume of clients from (40-90) loans per month.
- Facilitated successful loan closings by coordinating with underwriters, title companies, and attorneys throughout the process.
- Managed multiple loans simultaneously ensuring timely completion of each task assigned without compromising on compliance or quality standards.
- Evaluated approvals against established bank and government lending standards.
- Maintained long-term relationships with customers to provide best-in-class customer service.
- Processed loans within various departments but not limited to affiliates, vendors, attorneys, government clerks and title companies to achieve timely, accurate and fair proceedings.
Real Estate Agent
El Paso Homes Realty
12.2017 - 12.2019
- Maintained connections with clients to encourage repeat business and referrals.
- Streamlined communication between all parties involved in transactions, ensuring smooth closings and satisfied clients.
- Assisted first-time homebuyers in navigating the complex real estate process, guiding them from pre-approval to closing.
- Communicated with clients to understand property needs and preferences.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
Property Management Assistant
Integrity Property Management
08.2017 - 11.2018
- Provided logistical support for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance to assure 92% or higher occupancy.
- Prepared concierge services as well as packages for shipment, pickup and courier services for prompt delivery to customers.
- Developed and updated spreadsheets to track, analyze and report on performance and sales data.
- Monitored premises, screened visitors and vendors, updated logs and issued passes to maintain security and privacy.
- Coached new employees on administrative procedures, company policies and performance standards.
- Created detailed expense reports and requests for capital expenditures.
- Managed office duties, including answering multi-line phones calls, site e-mails, messages, tenant work orders.
Assistant Manager
T-Mobile
03.2014 - 05.2017
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Increased sales revenues over 6 months by finding new strategies to educate product knowledge to customers about store promotions.
- Exceeded sales goals and accomplished business objectives by inspiring staff.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Applied customer feedback to develop process improvements and support long-term business needs.
Customer Service Representative
AT&T
08.2009 - 02.2014
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Bachelor of Arts - Finance
The University of Texas At El Paso
El Paso, TX2015
Associate of Arts - Accounting And Finance
El Paso Community College
El Paso, TX2011
High School Diploma -
J M Hanks High School, United States
El Paso, TX2006
Skills
- Excellent communication skills
- Highly Self-motivated
- Demonstrating products
- Proficient Multitasking and Organization
- Great critical thinking skills
- Interpersonal skills
- Closing sales
- Networking skills
- Customer rapport
- Account management
- Active listening abilities
- Regulatory Compliance
Certification
- Texas NMLS License - 2022 - Current
- Licensed Texas Real Estate Agent - 2018
- General Lines; Life, Accident and Health License - 2019
- OSHA Certification: HACCP Certification - 2017
- SafeServ Certification: Manager Food Handling Certification - 2016 - 2019
- TABC License - 2009 - 2019
Timeline
Loan Officer
Change Home Mortgage
07.2022 - Current
Loan Processor
Nationstar Mortgage DBA Mr. Cooper
07.2019 - 05.2022
Real Estate Agent
El Paso Homes Realty
12.2017 - 12.2019
Property Management Assistant
Integrity Property Management
08.2017 - 11.2018
Assistant Manager
T-Mobile
03.2014 - 05.2017
Customer Service Representative
AT&T
08.2009 - 02.2014
Bachelor of Arts - Finance
The University of Texas At El Paso
Associate of Arts - Accounting And Finance
El Paso Community College
High School Diploma -
J M Hanks High School, United States
- Texas NMLS License - 2022 - Current
- Licensed Texas Real Estate Agent - 2018
- General Lines; Life, Accident and Health License - 2019
- OSHA Certification: HACCP Certification - 2017
- SafeServ Certification: Manager Food Handling Certification - 2016 - 2019
- TABC License - 2009 - 2019
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