Joanne Henning
Hamburg,NJ
Summary
Dynamic Mortgage Servicing Specialist with proven expertise at Valley National Bank, excelling in regulatory compliance and customer relations. Recognized for enhancing customer satisfaction through effective problem resolution and meticulous loan documentation review. Adept at leveraging advanced loan servicing software while fostering teamwork and collaboration to drive operational excellence.
Overview
41
41
years of professional experience
Work History
Mortgage Servicing Specialist
Valley National Bank
04.2013 - 07.2025
- Supported customer inquiries regarding loan status and payment options.
- Learned to utilize mortgage servicing software for tracking loan details.
- Collaborated with team members to ensure timely resolution of account discrepancies.
- Participated in training sessions to enhance knowledge of mortgage regulations and policies.
- Monitored compliance with company policies during daily operations.
- Adapted quickly to changing processes and procedures within the servicing team.
- Maintained detailed records of borrower communications within the loan servicing system for easy retrieval during internal or external audits or reviews.
- Leveraged advanced knowledge of mortgage servicing systems and software applications to quickly adapt to changing industry standards and best practices.
- Played a critical role in reducing company exposure to financial risk by meticulously reviewing loan documentation for any potential inconsistencies or signs of fraud.
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
- Enhanced team performance through regular participation in training sessions, staying up-to-date on latest industry trends, regulations, and best practices within mortgage servicing.
- Provided exemplary customer service during all interactions with borrowers, lenders, insurers, and legal representatives within the mortgage ecosystem.
- Conducted comprehensive audits of mortgage files, identifying discrepancies and rectifying errors in a timely fashion.
- Enhanced loan servicing processes by implementing efficient workflow systems and streamlining communication channels.
- Developed and maintained relationships with customers, lenders and other third parties.
- Assisted customers with completing loan applications and other paperwork.
- Monitored pipelines to track and log status of loans.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
Bank Teller
PNC Bank
09.2004 - 04.2013
- Processed customer transactions efficiently, ensuring accuracy in cash handling and record-keeping.
- Resolved customer inquiries and issues, enhancing overall client satisfaction and loyalty.
- Maintained compliance with banking regulations, minimizing risk and ensuring operational integrity.
- Trained new staff on bank procedures and customer service best practices, fostering a collaborative environment.
- Developed strong relationships with clients through personalized service and proactive communication strategies.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Counted and packaged currency and coins.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Reconciled cash drawer and resolved discrepancies.
- Educated customers on use of banking website and mobile apps.
- Provided customer records, account statements and copies of checks.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Turned in excess cash to maintain drawer security.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
- Increased efficiency within the teller line by sharing best practices among colleagues, leading to shorter wait times for customers.
- Processed loan payments accurately, contributing to the overall efficiency of branch operations.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Placed orders for customer checks and verified starting numbers.
- Participated in ongoing professional development programs offered by the bank, staying up-to-date with industry trends and enhancing job performance.
- Removed mutilated currency from circulation.
- Collaborated with team members to ensure smooth operations and high-quality service.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Handled various accounting transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Monitored and verified suspicious activity on customer accounts.
- Established rapport with new clients to increase satisfaction and loyalty.
- Received loan and utility payments, sending funds to correct destinations.
- Trained new hires on customer service policies and procedures.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
Retail Sales/Manager
Fortunoff
06.1984 - 03.2008
- Trained and mentored staff on effective sales techniques and product knowledge.
- Fostered a positive team environment, encouraging professional development and high morale.
- Boosted sales performance by implementing effective visual merchandising and store layouts.
- Trained new sales associates on company policies, selling techniques, and customer service best practices to maximize their potential.
- Maintained company's visual merchandise standards through general housekeeping and planograms.
- Addressed customer complaints professionally and efficiently, resulting in satisfied customers who continued to patronize the store.
- Maintained a clean and organized storefront at all times by enforcing strict housekeeping standards across the entire team.
- Developed strong customer relationships through attentive service and expert product knowledge, resulting in repeat business.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
- Evaluated employee performance regularly, conducting annual reviews and providing constructive feedback to encourage growth and improvement.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed day-to-day staffing and handled scheduling for all store employees.
- Conducted regular staff meetings to discuss goals, progress toward targets, and areas needing improvement or focus for the entire team.
- Provided ongoing coaching and feedback to sales associates, fostering an environment conducive to learning and professional growth.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Implemented loss prevention strategies which reduced shrinkage rates significantly over time.
- Implemented loss prevention measures to minimize shrinkage and protect store assets.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Delivered exceptional customer service, fostering positive shopping experiences and building customer loyalty.
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Developed strong product knowledge, enabling effective recommendations and upselling opportunities.
Education
High School Diploma -
West Milford Twp High School
West Milford, NJSkills
- Problem resolution
- Microsoft office
- Document review
- Policy adherence
- Loan servicing software
- Regulatory compliance
- Time management proficiency
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Excellent communication
- Customer service-focused
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Loan servicing
- Customer relations
- Oral and written comprehension
- Data entry
- Task prioritization
- Self motivation
- Interpersonal skills
- Computer literacy
- Complaint handling
- Professionalism
- Document analysis
- Loan file maintenance
- Professional demeanor
Timeline
Mortgage Servicing Specialist
Valley National Bank
04.2013 - 07.2025
Bank Teller
PNC Bank
09.2004 - 04.2013
Retail Sales/Manager
Fortunoff
06.1984 - 03.2008
High School Diploma -
West Milford Twp High School
Similar Profiles
Joseph S. PuzioJoseph S. Puzio
Armed Security Officer at Valley National BankArmed Security Officer at Valley National Bank
Tara CURRANTara CURRAN
Vice President-Sr Project Manager, Enterprise Design at VALLEY NATIONAL BANKVice President-Sr Project Manager, Enterprise Design at VALLEY NATIONAL BANK
Karla PenaKarla Pena
Mortgage Underwriter at Valley National BankMortgage Underwriter at Valley National Bank
CHRISTINA THOMPSONCHRISTINA THOMPSON
Board Certified Behavior Analyst- BCBA at Kids First ServicesBoard Certified Behavior Analyst- BCBA at Kids First Services
Connie KerpelConnie Kerpel
H.R. Coordinator / Billing Specialst at Anserve Inc.H.R. Coordinator / Billing Specialst at Anserve Inc.