David Cooks
Ft. Washington,MD
Summary
Talented financial advisor 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
10
10
years of professional experience
Work History
Loan Advisor
Arlington Community Federal Credit Union
11.2023 - 02.2024
- Maintained up-to-date knowledge of current lending regulations, ensuring compliance with all applicable laws and policies in every client interaction.
- Conducted comprehensive risk assessments for each borrower, mitigating potential losses for the organization.
- Streamlined the loan application process for clients by effectively communicating requirements and providing guidance.
- Provided ongoing support for existing clients, addressing concerns or questions related to their loans as needed throughout the life of the agreement.
- Boosted customer satisfaction levels with a timely response to inquiries and resolution of issues.
- Achieved successful loan closures by diligently managing client relationships throughout the entire application process.
- Expedited loan processing times by maintaining clear communication channels between internal departments and external partners.
- Participated in networking events to promote the company''s loan products and services, establishing valuable connections within the industry.
- Maximized efficiency in processing loan applications through the use of advanced software tools and platforms.
Sr. Personal Banker
Industrial Bank
04.2023 - 06.2023
- Recommending financial products such as loans and mortgages to meet clients’ needs
- Scheduling appointments with prospective clients to discuss investment opportunities or other financial topics
- Communicating with clients to answer questions or resolve issues related to their accounts
- Reviewing client information to determine lending eligibility and creditworthiness
- Helping clients make investment decisions based on their current financial situation, goals, and risk tolerance
- Making sales presentations to potential clients about the benefits of various financial products
- Reviewing clients’ bank statements and recommending ways to reduce spending in areas such as entertainment or dining out
- Researching new investment opportunities and providing recommendations to clients
- Communicating with clients by phone or email to provide services such as account updates or tax preparation assistance
- Assisted and advised customers on using online and mobile banking systems.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Maintained position of trust and responsibility by keeping customer business confidential.
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
Account Representative
State Department Federal Credit Union
12.2022 - 04.2023
- Knows and keeps track of current accounts
- Serves as the primary point of contact for assigned clients, resolves any issues or complaints and provides updates on new products or services
- Keeps track of corporate communication channels
- Initiates contact with new and prospective clients
- Updates existing clients on new products or services
- Initiates the sales process by scheduling appointments, creating presentations, and understanding account requirements
- Closes sales by building rapport with potential accounts
- Creates and distributes bills and invoices and records all transactions relating to client purchases
- Audits all client files in order to maintain accurate record-keeping
- Collaborates internally with multiple departments including account management and marketing
- Contributes information to market strategy by monitoring competitive products
- Updates job knowledge by participating in educational opportunities
- Developing strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports.
- Maintained good rapport with customers and internal departments by proactively handling complex customer issues.
- Set up and updated customer accounts with interactions, payments and personal information.
- Received and processed client payments and updated accounts.
- Maintained accurate and complete records on past due accounts and collection actions.
Relationship Banker
SunTrust Bank now Truist
04.2022 - 06.2022
- Advised customers on bank products, services and financial planning options.
- Identified financial needs of customers and presented appropriate product and service options.
- Educated customers on options for managing financial transactions by leveraging technology, tools and resources.
- Resolved discrepancies concerning customers' accounts, improving client satisfaction.
- Compiled new customer information to open accounts and loans, collecting and verifying necessary documentation.
- Promoted financial products with targeted direct mailings, in-branch selling, and outbound calls.
- Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
- Modified, opened and closed customer accounts.
- Adhered to strict confidentiality protocols to maintain safety of customer and bank information.
- Processed maintenance, operations and correspondence for new and existing accounts.
- Opened and serviced accounts within authorized limits.
- Completed loan servicing procedures to assess compliance with bank and regulatory terms and conditions.
Branch Banker III
PNC Financial Services Group
08.2019 - 04.2022
- Delivers a unique customer experience aimed to improve a customer's financial wellbeing and create loyalty while increasing share of wallet
- From a variety of customer interactions, participates in proactive sales and service activities and identifies referral opportunities
- Collaborates with ecosystem partners to grow customer's share of wallet
- Positions PNC solutions to drive new revenue and customer loyalty
- Drives proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty
- Delivers a full PNC conversation with every client interaction to identify appropriate PNC solutions
- Leverages ecosystem partnerships to acquire, expand and retain relationships
- Creates customer loyalty and grows customer share of wallet through a differentiated customer experience
- Performs lobby engagement activities to connect with customers and position PNC products to meet their needs
- Educates customers on options for managing financial transactions by leveraging technology, tools and resources
- Applies product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty
- Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits
- Demonstrates a heightened scrutiny to identify and avoid loss
- Ensures teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner.
Branch Sales and Service Representative
PNC Financial Services Group
01.2019 - 08.2019
- Engaged customers with interesting, informative presentations to highlight benefits and overcome objections.
- Analyzed territory and market potential regularly to identify and capitalize on growth opportunities.
- Nurtured connections with established customers to identify new needs, match offerings and drive sales.
- Processed cash and change orders for ATMs and customers.
- Set up accounts, services and contracts for customers.
- Advised customers on loan, investment and savings products.
- Performed special services like stop payments, transferred accounts and investigated complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Supervisor
Tommy Bahama
01.2018 - 01.2019
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Coordinated employee schedules according to shift changes and availability.
- Provided ongoing training to address staff needs.
- Reviewed completed work to verify consistency, quality and conformance.
- Established and enforced clear goals to keep employees working collaboratively.
- Responded to customer questions regarding products, prices and availability.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
Manager
Nat Harbor
11.2013 - 01.2018
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Entered time and attendance logs in preparation for payroll.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Conducted quality, timely performance feedback and performance appraisals.
Education
Some College (No Degree) - Psychology
Frostburg State University
Frostburg, MDHigh School Diploma -
Oxon Hill High School
Oxon Hill, MD05.2013
Skills
- Financial Product Expertise
- Sales Growth
- Issues Resolution
- Client Relationship Management
- Relationship Building and Management
- Financial Statements Preparation
- MS Excel
- Financial Services
- Loan Application Expertise
- Account Maintenance
- Sales Strategy
- Verbal and Written Communication
- Financial Advising
- Banking Policies and Procedures
- Transaction Processing
- Cross-Selling and Upselling
- Regulatory Compliance
- Customer Satisfaction
- Wealth Management
- Member Support
- Cash Handling
- Sales Expertise
- Interpersonal Skills
- Rapport Building
- Client Acquisition and Retention
- Attention to Detail
- Teller Support
- Account Management
- Customer Service
- Business Development
- Risk evaluation
- Financial Planning
- Construction Loan Financing
- Loan structuring
- Complaint Handling
- Credit History Review
- Application Review
- Loan Feasibility Assessment
- Income Evaluation
Timeline
Loan Advisor
Arlington Community Federal Credit Union
11.2023 - 02.2024
Sr. Personal Banker
Industrial Bank
04.2023 - 06.2023
Account Representative
State Department Federal Credit Union
12.2022 - 04.2023
Relationship Banker
SunTrust Bank now Truist
04.2022 - 06.2022
Branch Banker III
PNC Financial Services Group
08.2019 - 04.2022
Branch Sales and Service Representative
PNC Financial Services Group
01.2019 - 08.2019
Supervisor
Tommy Bahama
01.2018 - 01.2019
Manager
Nat Harbor
11.2013 - 01.2018
Some College (No Degree) - Psychology
Frostburg State University
High School Diploma -
Oxon Hill High School
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