Brittany Zanders
Wesley Chapel,FL
Summary
Knowledgeable and efficient professional . 9+ years. with extensive experience in financial/customer service industry. Prepares detailed client financial information to meet strict government and state regulations. Possesses comprehensive knowledge of conventional and government loan programs to fulfill customer needs. Talented with proven track record of providing financial services to clients while managing complex loan transactions. Possesses deep understanding of credit analysis, loan origination and closing. Offers great time management and task prioritization skills.
Overview
9
9
years of professional experience
Work History
Processor
US Alliance
05.2024 - Current
- Organized and detail-oriented with a strong work ethic.
- Handled any conditions sent from underwriting departments.
- Set up and completed loan submission packages.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Provided quick turnaround times to maintain fast-past schedule.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Utilized loan origination software to process and track loan applications.
- Developed and maintained relationships with customers and loan officers to establish smooth loan process.
- Analyzed credit reports to determine eligibility of applicants and capacity for loan products.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Responded to customer requests for products, services, and company information.
Loan Officer
Bank of America
06.2022 - 05.2024
- The Direct Lending Loan Officer is responsible for handling inbound phone calls for auto loan requests
- Ensures exceptional customer service by identifying client needs while providing clear and specific next steps
- The Loan Officer facilitates the loan process from origination to closing
- Verifies the client's bank relationship and application information for compliance to avoid fraudulent activity and mitigate risk
- Possess excellent customer service skills, as well as the ability to quickly identify, disposition and provide problem resolution
- Handles situations which may require adaptation of response or extensive research according to customer need
- Interacts with both internal and external customers
- Identify and engage internal bank partners as necessary on collaborative solutions
- Uses computerized system for tracking information gathering and follow up of assigned customers.
- Submitted loan applications to underwriter for verification and recommendations.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Maintained strict confidentiality of bank records and client information.
- Examined customer loan applications for loan approvals and denials.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Collaborated with other departments to promptly process loan applications.
- Developed strong relationships with customers through high levels of customer service.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Assisted customers with completing loan applications and other paperwork.
Sr. Loan Specialist
Springleaf Financial/ One Main Financial
12.2021 - 07.2022
- Deliver results related to individual and branch sales goals as well as customer expectations
- Develop new relationships - and maintain existing relationships - working with customers throughout the loan process and loan life cycle
- Present financial solutions, based on customer needs, that meet their goals
- Present customers with optional insurance products
- Educate customers on the terms and conditions of their loan to ensure a clear understanding
- Partner with local businesses to seek out and develop new customers
- Learn how to utilize credit underwriting techniques and sales tools
- Manage the life cycle of the loan, including collections activities, complying with all laws and regulations.
Loan Accounting Specialist
World Finance Corporation
02.2021 - 07.2021
- Providing excellent customer service by assisting customers on the phone and in the office with questions, concerns, and product availability
- Preparing loan documents and managing the application process
- Providing quick and friendly customer service in taking and posting loan payments
- Contacting customers to help them get back on track if they have overdue payments
- Working with Management to maintain branch operating standards
- Maintaining customer relationships and keeping in contact with our customers regarding their loan status.
Assistant Branch Manager
Southern Management
09.2020 - 02.2021
- Processes credit loan applications, loan refinances and other loan documents
- Assists Manager in the solicitation of new business, including marketing in the Community
- Visits customers in-person to verify identify and/or initiate resolution of delinquency issues (10-15 hours/week)
- Provide exceptional customer service by working with past due customer accounts via telephone in a professional manner
- Accepts and posts customers' payments received
- Balance cash drawer daily and maintains correct amounts.
Sales Assistant Manager/ CSR
Acceptance Now
10.2019 - 10.2020
- Plainfield, TX(headquarters) October 2019 - October 2020
- Floater, Customer Service Representative
- Complete customer service calls in a timely manner as assigned Relationships
- Work as a cooperative member of the partnership store team and team in all operational aspected
- Processes credit loan applications, loan contracts
- Works with past due customer accounts via telephone and via chat
- Services accounts, including the processing of payments answering general questions regarding merchandise balance and warranty issues
- Balances the cash drawer daily and maintains correct amounts and booking for close out at end of day
- Transports money and deposits to and from the bank
- Network with partnership store personnel to gain referrals and educate partnership store staff on the rental process
- Review expired accounts and communicate with customers to promote timely payments In person via or at court hearing.
CSR / Floater/ Facilitator
Ashley Furniture Corporate
01.2019 - 10.2019
- Brandon, Fl \ Alpharetta, GA
- Duties: Customer Service Representative
- High call volume corporate call center
- Assisting customer and stores with issues regarding deliveries, parts, technical issues with furniture, and complaints
- Working along with warehouse distribution and dispatch for states of California, Georgia, Florida, Idaho, Utah, Illinois, and Wisconsin providing delivery time frames and status of sales order
- Everyday duties also including corresponding via email and skype chat
- Duties Mentor/ Facilitator
- Facilitate new hires class
- Follow 4-6 weeks learning guideline to have new hires graduate and ready for production floor duties
- Report to President of Department via email and chat of daily completed outline.
Customer Service Representative
MACY'S CREDIT AND CUSTOMER SERVICE
07.2015 - 11.2018
- Clearwater,Fl (727) 556-5014
- Duties: Credit Customer Service Representative
- Many duties including but not limited to ..
- Answering high volume calls from current and potential clients regarding their Macys/ Bloomingdales accounts financed by Citibank N.A
- Processing credit cards applications from in store and home
- Assisting with technical resolution and educating the customer regarding different promotions and events, and processing payments while maintaining positive professional attitude
- Knowledgeable of different processing codes and understanding different inquiries on customers credit bureau reports
- Following rule and regulation under FDCPA Trade and Federal Law
- Verifying and identifying fraudulent acts with applications
- Collection: inbound and out bound calls to young age accounts past due from 1- 120 day collecting payments and setting payment arrangements.
Education
College Prep -
NORTHSIDE HIGH SCHOOL
Warner Robins, GA05.2010
Skills
- FDCPA training (federal banking collection)
- Advance Microsoft proficiency
- Citrix/ Avaya Training (Citibank NA Financial)
- Credit Reporting Training (credit bureau inquiries and removals)
- Computer Skills (8 years)
- Customer Service (8 years)
- Retail Sales
- Microsoft Office
- Live Chat
- Warehouse Distribution Experience
- Upselling
- Network Support
- Account Management
- Troubleshooting
- Technical Support
- Microsoft Excel
- Escrow Account Management
- File Management
- Document Management
- Conflict resolution techniques
- Strong analytical skills
- Credit Reports
Timeline
Processor
US Alliance
05.2024 - Current
Loan Officer
Bank of America
06.2022 - 05.2024
Sr. Loan Specialist
Springleaf Financial/ One Main Financial
12.2021 - 07.2022
Loan Accounting Specialist
World Finance Corporation
02.2021 - 07.2021
Assistant Branch Manager
Southern Management
09.2020 - 02.2021
Sales Assistant Manager/ CSR
Acceptance Now
10.2019 - 10.2020
CSR / Floater/ Facilitator
Ashley Furniture Corporate
01.2019 - 10.2019
Customer Service Representative
MACY'S CREDIT AND CUSTOMER SERVICE
07.2015 - 11.2018
College Prep -
NORTHSIDE HIGH SCHOOL
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