Heather Rouwenhorst
Emmett,ID
Summary
Accomplished professional with a proven track record in the financial and customer service sectors, notably at Evergreen Home Loans. Excelled in loan origination and credit analysis, complemented by exceptional communication skills. Recognized for top performance in customer service and account management, leveraging Microsoft Office Suite expertise to drive results and exceed targets.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Mortgage Loan Officer Assistant
Evergreen Home Loans
Meridian, US
07.2015 - Current
- Licensed Mortgage Loan Officer Assistant on a top-producing loan officer's team.
- Responsibilities include using great customer service in working with borrowers in qualifying for home loans, attention to detail, data entry, and the ability to multitask in a fast-paced environment.
- Ability to maintain a high level of confidentiality, customer service, and phone skills.
- Managing multiple customer accounts daily, returning phone calls and emails, and following up on leads through large databases.
- Extensive use of Microsoft Office, Word, Excel, and other computer programs.
- Ability to use multiple office equipment on a daily basis.
- Maintaining education in multiple types of mortgages with the government (FHA, VA, Fannie Mae, Freddie Mac, USDA).
- Assistant to the Branch Manager, coordinating office functions, assisting in marketing within the branch, and handling administrative operations.
- Taking applications and maintaining detailed, accurate mortgage files for each loan application received.
Customer Service Representative
T-Mobile
Meridian, US
11.2004 - 07.2015
- Using extensive computer skills everyday including software programs such as PowerPoint, Excel, Word and Outlook
- Maintaining outstanding customer service, assisting customers with billing inquiries, technical assistance expertise, and other customer service requests
- Achievements included being one of the top performers in the center, training new employees to develop new skills, as well as doing an interim senior position management for teams
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
Sales Specialist
Macy's
Boise, US
- Maintaining outstanding customer service while assisting customers with sales on the floor
- Achievements included being one of the top sales associates with signing customers up on credit services and being top sales in my department
Education
High school Diploma -
Kuna High School
Kuna, IDSkills
- Loan officer experience
- Loan file review
- Documentation review
- Retail management
- Loan origination
- Credit analysis
- Account Management
- Microsoft Office Suite
- Customer service
- Data entry
- Computer skills
- Time management
- Communication skills
- Office experience
- Administrative experience
- 10 key typing
- Windows
- Computer literacy
Certification
Licensed Mortgage Loan Officer, 07/15, Present, Have held License for 9 Years and continue to renew yearly
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Mortgage Loan Officer Assistant
Evergreen Home Loans
07.2015 - Current
Customer Service Representative
T-Mobile
11.2004 - 07.2015
Sales Specialist
Macy's
Licensed Mortgage Loan Officer, 07/15, Present, Have held License for 9 Years and continue to renew yearly
High school Diploma -
Kuna High School
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