Haley Edwards
Ozark,AL
Summary
Detail-oriented professional with extensive experience in mortgage lending and customer service. Skilled in evaluating borrower financial profiles and guiding clients through complex applications, enhancing retention and driving loan approval rates through effective collaboration and communication.
Overview
13
13
years of professional experience
Work History
Mortgage Loan Officer
All In Credit Union
Dothan, AL
08.2023 - Current
- Evaluated borrower financial profiles to determine eligibility for loan programs.
- Guided clients through mortgage applications, ensuring compliance with regulations and policies.
- Developed strong relationships with real estate agents to generate referral business.
- Analyzed market trends to provide tailored mortgage solutions for diverse client needs.
- Led workshops on mortgage options, educating clients about financing choices and potential benefits.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Delivered timely updates on loan status, communicating proactively with all parties involved in each transaction.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Increased loan approval rates by efficiently managing pipeline and maintaining strong relationships with borrowers, realtors, and underwriters.
- Assessed borrowers'' financial situations to determine appropriate mortgage products and loan structure.
- Managed risk effectively by adhering closely to compliance guidelines during all stages of the loan origination process.
- Checked loan documents for accuracy prior to closing.
- Worked with underwriters to fix application problems and resolve issues.
Contact Center Supervisor
All In Credit Union
Daleville, AL
04.2022 - 08.2023
- Resolved customer inquiries and issues, ensuring high levels of satisfaction and retention.
- Assisted team members in enhancing call handling efficiency through knowledge sharing and best practices.
- Monitored call quality to ensure compliance with company standards and improve service delivery.
- Developed training materials to support onboarding processes for new representatives, streamlining integration.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Supervised daily operations of contact center, ensuring optimal service levels and adherence to performance standards.
- Developed training programs for new employees, enhancing onboarding efficiency and employee retention.
- Analyzed call metrics to identify trends, recommending process improvements that increased operational efficiency.
Loan Officer
All In Credit Union
Dadeville, AL
09.2021 - 04.2022
- Evaluated loan applications for creditworthiness and compliance with lending guidelines.
- Advised clients on suitable loan products based on individual financial situations.
- Collaborated with real estate agents to streamline mortgage processes and enhance client experience.
- Conducted thorough market research to identify emerging trends and competitive offerings in loan products.
- Developed comprehensive financial analyses to assist clients in understanding their borrowing options effectively.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Developed strong relationships with customers through high levels of customer service.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
Contact Center Representative
All In Credit Union
Daleville, AL
10.2018 - 09.2021
- Implemented feedback mechanisms to gather customer insights and drive improvements in service protocols.
- Led initiatives to optimize workflow processes, resulting in increased response times and reduced escalations.
- Mentored junior staff on effective communication techniques, fostering a collaborative team environment.
- Analyzed performance metrics to identify trends, guiding strategic adjustments in service strategies for better outcomes.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Assisted in training new hires, sharing best practices and contributing to their professional development.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Teller
All In Credit Union
Daleville, AL
09.2017 - 10.2018
- Processed customer transactions efficiently, ensuring accuracy in cash handling and record-keeping.
- Assisted customers with account inquiries and transaction issues, enhancing overall service satisfaction.
- Maintained compliance with banking regulations, conducting routine audits to uphold security standards.
- Educated customers on credit union products and services, promoting financial literacy and engagement.
- Analyzed daily cash flow reports to identify discrepancies and implement corrective actions promptly.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
Customer Service Staff Member
Publix
Enterprise, AL
12.2013 - 02.2018
- Provided exceptional customer service, ensuring positive shopping experiences for all patrons.
- Resolved customer inquiries and complaints efficiently, enhancing satisfaction and loyalty.
- Assisted in training new team members on company policies and procedures.
- Maintained accurate product knowledge to effectively assist customers with their needs.
- Mentored junior staff on best practices for customer engagement and problem resolution.
- Trained new hires on company procedures and best practices for handling customer inquiries efficiently and effectively.
Education
High School Diploma -
George W Long High School
Skipperville, ALSkills
- Goal oriented
- Relationship selling
- Loan origination
- Residential mortgage lending regulations
- Financial analysis
- Document analysis
- Credit evaluation
- Loan management
- Customer service-focused
- Attention to detail
- Active listening and learning
- Teamwork and collaboration
Languages
English
Full Professional
Timeline
Mortgage Loan Officer
All In Credit Union
08.2023 - Current
Contact Center Supervisor
All In Credit Union
04.2022 - 08.2023
Loan Officer
All In Credit Union
09.2021 - 04.2022
Contact Center Representative
All In Credit Union
10.2018 - 09.2021
Teller
All In Credit Union
09.2017 - 10.2018
Customer Service Staff Member
Publix
12.2013 - 02.2018
High School Diploma -
George W Long High School