Heather R. Doherty
Farmington,CT
Summary
To obtain a challenging position where my experience in customer service and sales, supported by excellent communication and interpersonal skills, will be used to enhance the overall performance and efficiency of the organization, while advancing my career.
Diligent and resourceful financial professional skilled in client relations and loan product recommendations. Highly responsive to delivery of services and focused on customer relationship building. Achieves compliance with company policies and regulations in carrying out job functions.
Overview
14
14
years of professional experience
Work History
Loan Officer Assistant
Total Mortgage
07.2023 - 10.2025
- Assisted loan officers in processing applications and gathering necessary documentation.
- Coordinated communication between clients and underwriters to streamline loan approvals.
- Reviewed loan applications for accuracy and completeness, enhancing efficiency of application processing.
- Answered inquiries and provided superior customer service to clients.
- Communicated with customers daily to request information and complete paperwork.
- Provided comprehensive administrative support to Loan Officers so they could focus on building relationships with clients and generating new business opportunities.
- Set up files using loan officer checklist and submitted on-time for processing.
- Maintained up-to-date knowledge of lending regulations, ensuring all loan processes complied with federal and state laws.
Loan Officer Assistant
Neat Loans
05.2021 - 03.2022
- Facilitated the completeness of application, credit, assets, income
- Analyzed credit, income and assets for documents preparation
- Ability to run DU for application and pre-approvals
- Liaison between Loan Officer/ Borrower with underwriting, processing, closing, and wholesale lender
- Main point of contact for internal and external customers
Assistant Banking Center Manager, Simsbury
Webster Bank
11.2017 - 05.2021
- Increased customer experience evident in CSAT scores
- Extensive knowledge of products and benefits helped to establish a culture of cross-selling through use of Winning Edge techniques
- Educated staff on effective use of SalesForce which impacted YOY sales
- Improved operational excellence through quarterly/annual audits
- Effective coaching and communication led to increased retention of Universal Bankers
Mortgage Banking Officer, Customer Care Center
Webster Bank
08.2011 - 11.2017
- Embraces a team atmosphere by training and assisting team members to effectively offer products and services to Webster Bank customers
- Established record of strong customer interaction exceeding yearly goals of new accounts by 198% and mortgages by 157%
- Displays adaptability and an intricate knowledge of our Webster products that leads to creative solutions and problem solving
- Understanding of banking regulations and compliance as they relate to mortgages and home equity products
- Daily use and strong understanding of Powerlender, OnBase, Crystal Reports, and Outlook
- Ability to build strong relationships with partners and center of influence
Education
High School Diploma - Family and Consumer Science
Framingham State College
Framingham, MASkills
- File management
- Credit analysis
- Document verification
- Mortgage banking
- Customer service
- Problem-solving
- Desktop underwriter
- CRM software
- Teamwork and collaboration
- Problem-solving abilities
- Loan processing
Timeline
Loan Officer Assistant
Total Mortgage
07.2023 - 10.2025
Loan Officer Assistant
Neat Loans
05.2021 - 03.2022
Assistant Banking Center Manager, Simsbury
Webster Bank
11.2017 - 05.2021
Mortgage Banking Officer, Customer Care Center
Webster Bank
08.2011 - 11.2017
High School Diploma - Family and Consumer Science
Framingham State College