Heather L. West
default svc/sales/CS
Lebanon,PA
Summary
Detail-oriented Financial Professional with 25+ years of demonstrated success expertly managing loan processes and vendor relations focusing on quality assurance, customer satisfaction, and a streamlined workflow. Known for outstanding conflict resolution skills and regularly called upon by senior management to diffuse challenging customer situations. Showcases commitment to mentoring, coaching and improving morale for team members to surpass quotas through the development and implementation of global training initiatives.
Overview
25
25
years of professional experience
Work History
Owner-side Job
It's The Pits Design
06.2009 - Current
- Create unique upcycled decor from vintage/antique items, refinish furniture, custom wood decor and more
- Utilize social media to increase revenue as well as brand awareness
- Experienced with web design, Ecwid, Poshmark, Mercari, Facebook, Instagram, SEO, Etsy + and utilizing reports to direct ad funds.
Funding Associate
World Wide Land Transfer, Remote
05.2020 - 05.2022
- Managed refinance fundings, escrows, and payoffs for a high-volume vendor
- Performed in-depth research on titles, submitting information for recordings to reduce errors and decrease turnaround time
- Utilized exceptional customer service skills when working with high-profile clients to maintain high retention
Design Consultant
Garden State Tile
Lancaster, PA
05.2019 - 09.2019
- Exceeded monthly sales quotas by implementing active listening and upselling skills
- Collaborated with customers to design their dream kitchens and bathrooms to meet needs and expectations
- Successfully oversaw multiple projects from design to completion, keeping track of all deadlines and timeframes with an effective schedule
Installer
Allwein Carpet One
Annville, PA
05.2018 - 05.2019
- Delivered and installed multiple types of flooring, adhering to all company safety and sanitation policies
- Interacted with customers in a positive manner, resolving issues and keeping calm in escalated situations
- Operated power tools for cutting carpet, pads, and laminate flooring to install commercial carpet and vinyl flooring
Funding Manager
Surety Lender Services
Mount Laurel, NJ
08.2016 - 10.2017
- Oversaw the fundings for loans for 10 processors, handling both purchase and refinancing loans
- Prioritized loans in order to meet investor deadlines, keeping track of multiple time frames simultaneously
- Communicated with clients to ensure all documentation was in place to prevent delays
Logistics Administrator
Westinghouse Lighting
Philadelphia, PA
07.2015 - 04.2016
- Spearheaded the day-to-day logistics operations, ensuring that international supply chains ran smoothly
- Monitored the Asia team for compliance violations, documenting and correcting any errors to prevent recurrence
- Built strong vendor relationships in order to secure the best rates, creating cost savings
Assistant Branch Manager
Bank of America
Marlton, NJ
02.2009 - 07.2015
- Coached and mentored a team of six tellers, increasing their performance and morale while leading the third busiest branch in the market
- Created effective schedules in order to reduce customer wait time and accommodate employee requests
- Maintained a 0% error rating for a cash vault valued at over $1M1.
Associate Vendor Manager
Bank of America
- Cultivated and managed strong working vendor relationships, processing vendor invoice uploads to SP and
- Discovery
- Established a collaborative environment between vendors and in-house personnel to ensure a streamlined workflow and improved productivity
- Navigated responding to vendors within a virtual environment and on-site through complex program implementations and training
- Bank of America | Proficiency Coach/SME for Freddie Mac Modifications
- Functioned as Subject Matter Expert for Freddie Mac loan modifications and quality control processes
- Directed 12-member default servicing team to focus on enriching customer engagement and satisfaction while surpassing investor SLAs
- Employed in-depth expertise of adhering to Freddie/Fannie regulations, achieving a 0% error rate for a large pipelines of loans
- Served a key role in coaching 50+ redeployed Fredie Mac LOs, supporting management following deployment
- Recognized for top performance, rapidly promoted to Workflow Coordinator/Quality Coordinator and frequently called upon to travel on-site to global vendors
Modifications Specialist
Bank of America
- Leveraged portfolio management expertise, attaining 0% aged rate during modification process
- Operated as SPOC, servicing loans from initial contact to close
- Recruited by senior management teams to de-escalate customer concerns with zero impact to daily operations
- Dedicated to accuracy and precision throughout role, mentoring peers on quality adherence
Mortgage Loan Originator
Bank of America
- Secured Rising Star Award within second month of tenure for driving revenue growth
- Known for financial acumen covering FHA and conventional mortgage guidelines
- Ranked within 20% of organization for loan originations
- Formed solid partnerships with U/W, processors, and closing team to efficiently complete loan processes within allotted time frame
- Core Competencies
- Vendor Relations, Conflict Resolution, Team Leadership and Motivation, Customer Care and Satisfaction, Quality
- Assurance/Control, Training and Development, Active Listening, Data Entry, Consulting, Regulatory Compliance,
- Deadline-driven, Strong Communication Skills, Management, Default Servicing, Finance, Gov't Lending Regulations
Education
Bachelor of Art - Journalism
Rider University
Skills
Credit and collections
undefinedTimeline
Funding Associate
World Wide Land Transfer, Remote
05.2020 - 05.2022
Design Consultant
Garden State Tile
05.2019 - 09.2019
Installer
Allwein Carpet One
05.2018 - 05.2019
Funding Manager
Surety Lender Services
08.2016 - 10.2017
Logistics Administrator
Westinghouse Lighting
07.2015 - 04.2016
Owner-side Job
It's The Pits Design
06.2009 - Current
Assistant Branch Manager
Bank of America
02.2009 - 07.2015
Associate Vendor Manager
Bank of America
Modifications Specialist
Bank of America
Mortgage Loan Originator
Bank of America
Bachelor of Art - Journalism
Rider University
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