CHRISTY COLE
FRIENDSHIP,WI
Summary
Results-driven finance professional with a proven track record of achieving company objectives through efficient and systematic approaches. Adaptable and adept at thriving under pressure, embracing new situations, and optimizing organizational reputation. Expert Relationship Banker and Loan Processor with a decade of expertise in consumer and business banking. Renowned for consistently delivering exceptional performance and driving success in the banking industry. Known for problem-solving skills and enhancing customer satisfaction.
Overview
12
12
years of professional experience
Work History
NMLS CERTIFIED LOAN PROCESSOR
BMO Bank
Brookfield , Wisconsin
11.2021 - 09.2024
- Analyzed loan applications and supporting documents to determine eligibility for approval.
- Reviewed credit reports and financial information to evaluate creditworthiness of applicants.
- Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
- Explained the various types of loans 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.
- Collaborated with underwriters to resolve any discrepancies in applicant's financial profile or documentation issues.
- Monitored progress of each loan application from start to finish ensuring timely completion.
- Assisted borrowers with questions regarding their loans after closing.
- Conducted quality control reviews on closed files ensuring compliance with state and federal regulations.
- Updated customers regularly on status of their loans throughout the processing period.
- Provided excellent customer service while responding promptly to inquiries from applicants, lenders and brokers.
- Adhered strictly to company policies when completing tasks associated with loan processing duties.
- Researched escalated problems related to loan processing activities.
- Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
- Reviewed and verified borrowers' income, credit reports and property appraisals to prepare documents for underwriting.
- Maintained fast-paced schedule by consistently providing satisfactory application approval turnaround times.
- Reviewed initial client documentation to structure and submit loan package.
- Interfaced with borrowers to obtain needed items and prepare applications for underwriting review.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Managed conditions sent from underwriting departments.
- Created and completed loan submission packages.
- Maintained complete confidentiality of submitted information according to release guidelines.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Filed completed packages quickly and efficiently.
- Organized loan files, updated databases, prepared general correspondence and communicated with stakeholders.
- Interviewed applicants to identify needs and evaluate eligibility for loans or mortgages.
- Updated client account information and records in company databases.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Stayed abreast of lending regulations, industry trends and market rates.
Retail Relationship Banker
BMO Harris Bank NA
Plover , WI
10.2019 - 11.2021
- Provided exceptional service by promptly addressing and resolving client concerns
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database
- Continually boosted branch production and revenue by consistently meeting all monthly and quarterly sales goals
- Increased daily sales by upselling banking products and financial services to customers
- Expanded customer base through community outreach and strategic business partnerships
- Researched rules and regulations, interviewed industry experts, constructed financial models, performed sensitivity analyses and compiled final reports to deliver top-notch service to customers
- Highlighted values and educated clients on existing and promotional financial products
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities
- Served customers and followed outlined steps of service
- Used Microsoft Word and other software tools to create documents and other communications
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database
- Boosted branch production and revenue by consistently meeting all monthly and quarterly sales goals.
Assistant Store Leader
Kwik Trip
Friendship , WI
11.2018 - 08.2019
- Set example for customer service by expertly handling challenging situations and modeling positive behaviors to team members
- Coached staff to leverage upselling and cross-selling opportunities, driving consistent sales by cultivating competitive and results-driven culture
- Liaised with store manager to set up visually appealing layout for store merchandise
- Maintained customer satisfaction with quick and professional handling of product returns
- Conducted inventory analysis to determine optimal stock levels
- Elevated team performance with motivational approach and excellent training abilities
- Involved associates in decision-making processes to empower team and drive continued successes
- Maintained attractive, clean and fully stocked store environments to maintain appeal for every customer
- Planned optimal workflow through successful scheduling and task delegation
- Built loyal customer base by consistently delivering quality products, top-notch service and efficient check-out procedures
- Merchandised products beautifully with attractive displays to quickly move stock
- Worked with store management to implement company safety programs and awareness, reducing workers' compensation costs
- Answered product questions and assisted customers in selection and checkout
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries
- Boosted sales by effectively cultivating customer rapport and delivering superior customer service
- Answered questions about store policies and addressed customer concerns
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
Branch Manager
BMO Harris Bank NA
Westfield , WI
06.2018 - 11.2018
- Boosted branch sales by developing and deepening customer loyalty through incentive programs
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations
- Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act
- Maintained friendly and professional customer interactions
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches
- Reviewed and edited loan agreements to promote efficiency and accuracy
- Gathered and reviewed customer feedback to improve operations
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations
- Assessed employee performance and developed improvement plans
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set
- Engaged employees in business processes with positive motivational techniques
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
- Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance
- Submitted loan applications to loan underwriter for verification and recommendation
- Met deadlines by proactively managing individual and team tasks and streamlining processes
- Developed prospects for new loans though weekly cold calling.
Retail Relationship Banker
BMO Harris Bank NA
Adams , WI
08.2015 - 06.2018
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database
- Continually boosted branch production and revenue by consistently meeting all monthly and quarterly sales goals
- Increased daily sales by upselling banking products and financial services to customers
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities
- Expanded customer base through community outreach and strategic business partnerships
- Researched rules and regulations, interviewed industry experts, constructed financial models, performed sensitivity analyses and compiled final reports to deliver top-notch service to customers
- Highlighted values and educated clients on existing and promotional financial products
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Developed and maintained courteous and effective working relationships
- Worked with customers to understand needs and provide excellent service.
Customer Experience Representative
BMO Harris Bank NA
Adams , WI
10.2012 - 08.2015
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences
- Maintained key performance indicators and acceptable performance levels to support assigned customer base
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue
- Maintained extensive knowledge of company products to recommend items aligned with customer needs
- Documented customer interactions in internal database to maintain customer service history details
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
Education
Associate of Arts - CRIMINAL JUSTICE
University of Phoenix
Tempe, AZSkills
- Financial Advising
- Policy development and implementation
- Relationship building and management
- Sales expertise
- Loans
- Cash Handling
- Financial services
- Banking
- Business Development
- Savings accounts
- Retirement needs
- Application preparation
- Document Review
- Pipeline Management
- Processing documents
- File Management
- Policy Adherence
- Loan processing expertise
- Financial document review
- Title Examination
- Legal Compliance
- Verifying information
- Credit evaluation
- Information Verification
- Reviewing financial paperwork
Spotlight Awards
I have received many spotlight awards and perfect 10 surveys from customers during my ten plus years of working for BMO.
Timeline
NMLS CERTIFIED LOAN PROCESSOR
BMO Bank
11.2021 - 09.2024
Retail Relationship Banker
BMO Harris Bank NA
10.2019 - 11.2021
Assistant Store Leader
Kwik Trip
11.2018 - 08.2019
Branch Manager
BMO Harris Bank NA
06.2018 - 11.2018
Retail Relationship Banker
BMO Harris Bank NA
08.2015 - 06.2018
Customer Experience Representative
BMO Harris Bank NA
10.2012 - 08.2015
Associate of Arts - CRIMINAL JUSTICE
University of Phoenix
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