Summary
Overview
Work History
Education
Skills
Timeline
Generic

FAITH MARTIN

Chesterfield,VA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

24
24
years of professional experience

Work History

Customer Experience Specialist

Teleperformance USA
03.2023 - Current
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Responsible for detecting fraud and completing the appropriate fraud reports and and creating fraud case
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.

Sales Manager and AVP

TRUIST
10.2020 - 07.2022
  • Review daily reporting and monitor adherence to regulatory deadlines.
  • Facilitate ongoing training with updates on policy, procedures and programs.
  • Coached direct reports, encouraging and eliminating gaps in effective sales skills and client interaction.
  • Met and maintained cohesive relationships with processing departments.
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
  • Evaluated performance against goals and implemented appropriate development plans.
  • Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.

Loss Mitigation Case Manager/AVP

Bank Of America
01.2010 - 01.2014
  • Negotiated modifications on a caseload of 200+ delinquent mortgage files when viable
  • Reached out to borrowers to discuss current status and loan workout options.
  • Assisted with short sales and deed in lieu processes.
  • Helped customers navigate options to maintain homeownership.
  • Monitored pipelines to track and log status of loans.
  • Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
  • Served on Government Mod team to negotiate modifications on VA and FHA loans.

Loan Originator

SUNTRUST MORTGAGE, now Truist
06.2014 - 10.2020
  • Originated applications for refinancing or purchasing a home, collected documents and provided status updates.
  • Monitored progress and extended rate locks.
  • Reviewed for quality prior to submitting to processor and underwriter.
  • Served on Bond Team/Grant Team. Certified to originate VHDA, Georgia Dream, Tennessee Housing, Maryland Grant programs, VA, FHA and USDA.
  • Served on Chat team for online clients and would assist with simultaneous chat conversations with proficiency.
  • Served on Peer interview team for new prospects.
  • Examined customer loan applications for loan approvals and denials.
  • Negotiated loan terms to provide favorable outcomes for both customers and lenders.

Senior Mortgage Loan Officer

Bank Of America
01.2009 - 01.2010
  • Received inbound calls from fellow associates and assisted with mortgages suiting the client’s financial outlook in the quest to purchase or refinance a home.
  • Served on Teammate Team to assist with internal confidential requests.
  • Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
  • Worked with underwriters to fix application problems and resolve issues.
  • Negotiated loan terms and conditions with clients to maximize profitability.

Sales Assistant Manager/Assistant Vice President

Bank Of America
01.2005 - 01.2009
  • Acted as day one coach assisting with setting expectations for new teammates in all departments.
  • Trained peers and oversaw quality of data entry for department.
  • Trained and managed Mortgage Assistants on various projects.
  • Collaborated in managing one of Bank of America’s high net worth sales’ teams.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.

Sales Associate

Fleet National Bank/Bank of America
01.2001 - 01.2006


  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Provided advice on different bank products and financial options including home loans, credit cards, deposit accounts and IRA's.
  • Established rapport with new clients to increase satisfaction and loyalty.

Education

Associates - Business Administration

J. Sargeant Reynolds Community College
Richmond, VA

Associates - Accounting

Thompson College

Skills

  • Customer Focused Self-Motivated
  • Client Retention Leader and Manager
  • Team Performance Results Driven
  • Goals and Strategies Team Mentor and Coach
  • Marketing and Campaigns Product Training
  • Speaking
  • Analytical Problem Solver
  • Consultative Selling

Timeline

Customer Experience Specialist

Teleperformance USA
03.2023 - Current

Sales Manager and AVP

TRUIST
10.2020 - 07.2022

Loan Originator

SUNTRUST MORTGAGE, now Truist
06.2014 - 10.2020

Loss Mitigation Case Manager/AVP

Bank Of America
01.2010 - 01.2014

Senior Mortgage Loan Officer

Bank Of America
01.2009 - 01.2010

Sales Assistant Manager/Assistant Vice President

Bank Of America
01.2005 - 01.2009

Sales Associate

Fleet National Bank/Bank of America
01.2001 - 01.2006

Associates - Business Administration

J. Sargeant Reynolds Community College

Associates - Accounting

Thompson College

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