JENNIFER DIPERNA
Medina,Ohio
Summary
Highly Motivated and detail-oriented professional, accustomed to working in a high-pressure environment where accuracy and attention to detail are essential. Offering 8 years of experience in client account management within the mortgage and banking industry with a proven track record of fostering long-term relationships, delivering personalized solutions, and providing leadership amongst teammates. Seeking to leverage my customer satisfaction expertise, sales acumen, and problem-solving abilities to embark on a rewarding career as a Customer Success Manager.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Mortgage Consultant
First National Bank
04.2021 - Current
- Facilitating communications with relevant stakeholders to bring loans to closing
- Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting loans
- Use consultative selling techniques to advise clients on mortgage loan options and other financial products
- Networking and building strategies with outside partners to educate and empower client base
- Manage relationship between multiple banking centers to facilitate mortgage base lending sales activity
- Training banking center manager and staff about mortgage products and add value to their client base
- Consistently building relationships with Business partners, new clients and past clients to bring awareness of new products and market trends
- Handled an book of business of past and current clients, business partner referrals, and managed over 4 branches
Mortgage Loan Officer
PNC Bank
06.2019 - 04.2021
- Sought continuing education opportunities to stay current with industry trends
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Identified ways to improve efficiency in operations and implemented process changes
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Met deadlines while maintaining high-quality deliverables.
- Committed to delivering excellent customer service while working in a fast-paced environment
- Planned, directed, and coordinated activities for branches and employees
- Understood how everyone receives information so the message would be consistent on all platforms
- Consistently received yearly awards for performance and leadership
- Handled an book of business of past and current clients, business partner referrals, and managed 5 branches
- Trained, educated 5 branches on sales, customer service and mortgage knowledge to execute over 20 million in closed loans
Mortgage Banker
Quicken Loans
10.2015 - 02.2019
- Educated low to moderate income individuals to improve and maintain optimal credit in order to become credit worthy
- Generated financial ratios, using computer programs, to evaluate customers' financial status
- Licensed individually in 29 states with knowledge of 10 plus products in order to achieve a diverse group of clients lending goals
- Assessed potential loan markets and developed referral networks to locate prospects for loans
- Maintained current knowledge of local and federal laws, regulations and guidelines related to mortgages
- Resolved customer inquiries and complaints in a timely and professional manner.
- Consistently awarded top producing individual awards in multiple roles
- Successfully closed over 530 plus loans with over 80 million in volume
Education
Master of Arts - Counseling
The Chicago School of Professional Psychology
ChicagoBachelor of Arts - Applied Psychology
Coastal Carolina University
Conway, SC05.2011
Skills
- Customer Satisfaction
- Sales Expertise
- Client Account Management
- Negotiation Tactics
- Complex Problem-Solving
- Financial Analysis
- Client Transition Management
- Training Facilitator
- Business Referral Management
- Analytical and Critical Thinking
Certification
- Trauma-Focused Cognitive Behavioral Therapy
- Therapeutic Crisis Intervention System (TCI)
- Human Participants Protection Research
Awards
PNC Bank
- 2020 Cleveland Market All Star Award
Quicken Loans
- Impact Award
- Top Rescore Award
- Top Enrollment Award
- Top Credit Pull Award
- Top LSCS Award
- Top Send Back Award
- Reflection of Perfection Award
- Q1 Top Rescore
- Top Produce Award(s)
References
- Available Upon Request
Additional Experience
- Total Quality logistics (February 2019-May 2019)
- Quicken Loans Credit Consultant (May 2017-May 2018)
- Practicum Internship: Laureate Day School (Fall 2014- Summer 2015)
Timeline
Mortgage Consultant
First National Bank
04.2021 - Current
Mortgage Loan Officer
PNC Bank
06.2019 - 04.2021
Mortgage Banker
Quicken Loans
10.2015 - 02.2019
Master of Arts - Counseling
The Chicago School of Professional Psychology
Bachelor of Arts - Applied Psychology
Coastal Carolina University