John St. Fleur
Wesley Chapel,FL
Summary
A highly skilled and dedicated finance professional with extensive experience in banking, loan origination, credit analysis, customer service, relationship management, risk assessment, collections, due diligence, and compliance. Possesses a demonstrated track record of success in identifying positive risk opportunities, delivering exceptional customer service, and exceeding quality and compliance expectations. A detail-oriented and deadline-driven producer who maintains thorough documentation, leverages knowledge of various loans (FHA, VA, jumbo) to meet client needs, and coordinates pipeline management for a high volume of loans.
Overview
20
20
years of professional experience
Work History
Driver
UBER
Tampa, Florida
01.2022 - Current
- Provide excellent customer service and build customer loyalty, excellent communication and interpersonal skills with a friendly and approachable demeanor.
- Acknowledge passenger preferences, needs, and boundaries, ensuring a comfortable and inclusive environment.
- Safely and efficiently delivered multiple passengers daily.
- Demonstrated proficiency in navigation, utilizing GPS and other routing apps to determine the best routes.
- Maintained a clean and safe vehicle to enhance the passenger experience.
- Consistently received high ratings from passengers for excellent customer service.
- Skillfully and efficiently operated vehicle and safely navigated traffic.
Mortgage Processor
PHH MORTGAGE
Tampa, Florida
01.2021 - 01.2022
- Cultivated rapport with clients to understand mortgage needs and make appropriate product recommendations that comply with company guidelines.
- Identified which potential borrowers represented good risk opportunities for organization.
- Assessed active loan files each day to determine condition of documents, including identifying missing items.
- Obtained and organized copies of loan applicants' credit histories, corporate financial statements, and other financial information.
- Evaluated applicants’ financial status, credit, and property evaluations to determine feasibility of granting loans.
- Outlined loan types and credit options available to customers as well as terms of service.
- Submitted applications to credit analysts for verification and recommendation.
- Maintained knowledge of company’s loan products and understanding of qualifications required of each applicant.
- Directed pipeline management of 40 to 60 loans.
- Developed Empower experience.
- Managed FHA, VA, conventional, and jumbo loans.
Mortgage Processor
LOANDEPOT
Tampa, Florida
01.2020 - 01.2021
- Cultivated rapport with clients to understand mortgage needs and make appropriate product recommendations that complied with company guidelines.
- Determined which potential borrowers represented good risk opportunities for organization.
- Evaluated active loan files each day to assess condition of documents, including identifying missing items.
- Obtained and compiled copies of loan applicants' credit histories, corporate financial statements, and other financial information.
- Analyzed applicants’ financial status, credit, and property evaluations to determine feasibility of granting loans.
- Explained loan types and credit options available to customers as well as terms of service.
- Submitted applications to credit analysts for verification and recommendation.
- Maintained knowledge base of company’s loan products and understanding of qualifications required of each applicant.
- Oversaw pipeline management of 50 to 65 loans.
- Developed Empower experience.
- Executed FHA, VA, conventional, and jumbo loans.
Mortgage Loan Officer
USAA
Tampa, Florida
01.2016 - 01.2020
- Developed rapport with clients to provide mortgage product recommendations that met customers’ needs and complied with company guidelines.
- Utilized professional judgment to determine which potential borrowers represented good risk opportunities for organization.
- Reviewed active loan files each day to determine condition of documents, including identifying missing items.
- Obtained and compiled copies of loan applicants' credit histories, corporate financial statements, and other financial information.
- Analyzed applicants’ financial status, credit, and property evaluations to determine feasibility of granting loans.
- Explained loan types and credit options available to customers as well as terms of service.
- Submitted applications to credit analysts for verification and recommendation.
- Maintained knowledge base of company’s loan products and understanding of qualifications required of each applicant.
- Coordinated pipeline management for 40 to 65 loans.
- Developed experience in working with FHA, VA, conventional, and jumbo loans.
Mortgage Service Specialist
GREEN TREE
Tampa, Florida
01.2015 - 12.2015
- Built rapport with past-due borrowers by understanding each client’s unique situation and needs; delivered different solutions for each borrower to resolve accounts.
- Maintained good standing of customer accounts.
- Resolved inconsistencies and prepared adjustments.
- Investigated customer accounts and documents methodically.
- Offered loss mitigation option to eligible borrowers.
- Oversaw due diligence, including following up with customers regularly to ensure delivery of all payments.
- Negotiated payment plan to resolve customers’ past-due obligation.
- Received official commendation for initiative, enthusiasm, intense customer focus, and dependability in performance evaluations.
- Managed high-volume workload within deadline-driven environment.
- Met performance benchmarks in all areas (speed, accuracy, and volume).
- Exceeded departmental goals consistently and ranked in top 20% each month with quality and compliance score of 95%.
- Cultivated cohesive and productive environment through key collaboration with supervisor and team members.
- Notified appropriate personnel to stop foreclosure proceeding and offer loss mitigation option to eligible accounts.
Senior Support Specialist
CHASE
Tampa, Florida
01.2014 - 12.2015
- Administered all collections in compliance with policies and procedures.
- Performed billing operations and trained customers to receive invoices through various online applications.
- Developed and executed strategies to collect funds on delinquent and insufficient accounts.
- Maintained due diligence on accounts by following up with customers at regular intervals to ensure full payment.
- Cultivated strong relationships with supervisor and team members to establish cohesive and productive team within deadline-driven environment.
- Enhanced customer relationships by handling and resolving all customer issues in timely manner.
- Exceeded benchmark quality score for compliance and policy/procedure adherence (received 95% each month).
- Resolved customer complaints by identifying issues and implementing needed corrective action.
Loss Mitigation Specialist/Mortgage Service Specialist/Foreclosure Representative
HSBC
Tampa, Florida
01.2010 - 12.2013
- Handled customer inquiries by listening to, understanding, and interpreting customer needs.
- Provided options to resolve customers’ past-due obligation.
- Evaluated all loss mitigation files within required time frame and determined viable option for borrower.
- Prepared records of loan, loan modifications, and foreclosure sales package as well as obtained required documents.
- Maintained activities on all accounts and collected daily data on all delinquent accounts.
- Monitored and managed all inbound and outbound collection calls.
- Administered collections of mortgage payments and received all outstanding fees.
- Assisted other department in loss mitigation process.
- Analyzed and identified problem areas and ensured appropriate resolution.
- Developed strong relationships with clients.
- Notified appropriate personnel to stop foreclosure proceeding when warranted.
Sales/Customer Service Representative
COCA-COLA ENTERPRISE
Tampa, Florida
01.2007 - 12.2010
- Provided service and support to clients while upselling products.
- Educated clients on new products and provided excellent customer service.
- Achieved sales quotas through effective upselling and cross-selling as well as maintained 95% quality and compliance score.
- Improved customer satisfaction through relationship building.
- Completed voluntary customer service training to enhance customer experience and improve productivity.
- Handled customer issues from inception to final resolution.
- Met demands of high-volume workload.
- Resolved average of 550 inquiries per week.
Sales/Customer Service Representative
HOME DEPOT
Riverview, Florida
01.2006 - 12.2007
- Supported and built relationships with client by providing product knowledge and exceptional customer service.
- Met all sales quotas with upselling and cross-selling techniques and achieved 95% quality and compliance score.
- Increased customer satisfaction by developing strong customer relationships.
- Managed high-volume workload.
- Resolved average of 550 inquiries per week.
Education
B.A. - Psychology
SAINT LEO UNIVERSITY
Dade City, FloridaSkills
- Microsoft Office 365
- PowerPoint
- Excel
- Outlook
- Cadence
- Portal
- LexisNexis
- ServiceLink
- Encompass
Timeline
Driver
UBER
01.2022 - Current
Mortgage Processor
PHH MORTGAGE
01.2021 - 01.2022
Mortgage Processor
LOANDEPOT
01.2020 - 01.2021
Mortgage Loan Officer
USAA
01.2016 - 01.2020
Mortgage Service Specialist
GREEN TREE
01.2015 - 12.2015
Senior Support Specialist
CHASE
01.2014 - 12.2015
Loss Mitigation Specialist/Mortgage Service Specialist/Foreclosure Representative
HSBC
01.2010 - 12.2013
Sales/Customer Service Representative
COCA-COLA ENTERPRISE
01.2007 - 12.2010
Sales/Customer Service Representative
HOME DEPOT
01.2006 - 12.2007
B.A. - Psychology
SAINT LEO UNIVERSITY