Heyssel Maltez
FL
Summary
To obtain a position where I can maximize my people-oriented experience, communication skills, and problem-solving abilities. Driven Loan Officer with track record in mortgage and home lending product sales. Demonstrating strong interpersonal skills and exceptional service throughout sales process.
Overview
11
11
years of professional experience
Work History
Loan Officer
Extra Mortgage
08.2023 - Current
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Average about 20 discovery calls daily.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Examined customer loan applications for loan approvals and denials.
- Developed strong relationships with customers through high levels of customer service.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
Loan Production Assistant
Caliber Home Loans
06.2022 - Current
- Manage a pipeline averaging 10 loans consisting of mortgage loan applications
- Review of conditional approval and collect all necessary conditions
- Maintained communication with borrowers, processors, and loan officers during loan processing
- Assisted loan officer in with reviewing loan documents and checking for any inaccuracies
- Reviewed processes and procedures to ensure compliance
- Initiated the process of ordering appraisal, flood, and title
- Gathered all finalized loan materials and put them into the final transaction file
- Perform general clerical/administrative duties
- Facilitated successful closings by coordinating with escrow agents, title companies, and other relevant parties to ensure a seamless transaction process.
- Maintained up-to-date knowledge of industry regulations, staying compliant with all federal and state lending guidelines.
Customer Service Underwriter
Kemper Auto Insurance
01.2018 - 06.2022
- Thorough knowledge of personal auto insurance coverage and state guidelines
- Translate services to serve Spanish-speaking customer needs with regards to policy information
- Document conversations with customers to track requests, problems, and solutions
- Maintain composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Research, document and escalate support cases to higher levels of support when unable to resolve issues using available resources
- Respond to both customer and potential customers on multiple social media platforms to answer questions and resolve issues
- Mentored and trained new hires in company standards and introduced newly implemented system
- Works effectively with team members to facilitate the efficient and successful processing
- Responsible for examining documentation to assess potential risk and take necessary action
- Processes incoming documentation to ensure policies adhere to state guidelines
Store Manager
South Beach Tanning Company
09.2015 - 04.2017
- Company Overview: Formally known as Tan V
- Created innovative ways to retain new clients with respect to local events, neighboring businesses, and seasonal initiatives
- Promoted team building, staff development and training while adhering to and enforcing company policies
- Performed accounting and administrative functions such as cash reconciliations, maintaining inventory and outsourcing services
- Performed payroll processing in a timely and correct manner to ensure all staff members received proper benefits and payment
- Interreacted with numerous clients to ensure that they received the best treatment possible, while answering any questions presented
- Formally known as Tan V
Area Manager
Tan V
06.2013 - 09.2015
- Maintained operations of two locations with regards to: financial reports, inventory management, and customer satisfaction
- Responded to customer issues with diplomacy and ensured that staff gained relevant competencies to do so as well
- Attended local events and conventions for purposes of networking, brand awareness and surveying of local needs
- Produced schedules for staff to ensure a safe environment, balanced workloads and meet business needs
Skills
- Database Management
- Documentation Review
- Relationship building and management
- Sales expertise
Professional Development
NMLS- Florida Mortgage Loan Originator License
Timeline
Loan Officer
Extra Mortgage
08.2023 - Current
Loan Production Assistant
Caliber Home Loans
06.2022 - Current
Customer Service Underwriter
Kemper Auto Insurance
01.2018 - 06.2022
Store Manager
South Beach Tanning Company
09.2015 - 04.2017
Area Manager
Tan V
06.2013 - 09.2015
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