Joshua Martin

• Managed pipeline for originated loans through closing and complete required management reports.
• Analyzed applicants' financial status and credit and property evaluation to determine feasibility of granting loan.
• Delivered high levels of customer service to facilitate smooth processes.
• Collaborated with Risk, Legal, Compliance, and Business groups to implement solutions to loan scenarios.
• Monitored market conditions daily in order to adjust pricing accordingly when necessary.
• Performed calculations necessary for determining a taxpayer's taxable income and liability amount.
• Responded promptly to customer inquiries regarding their accounts or other matters related to consumer lending operations.
• Built referral business by meeting with local financial planning, home builders and real estate professionals.
• Reviewed credit histories, income statements, and other financial information of loan applicants.

• Diligently reviewed loan applications and documents to maintain strict adherence to industry standards and company policies.
• Enhanced relational dynamics via outstanding service, genuine communication, and integrity.
• Worked with a diverse team to streamline loan processing tasks, boosting efficiency and customer satisfaction.
• Exhibited strong attention to detail when reviewing and verifying borrower's financial documents.
• Coordinated and prioritized multiple administrative tasks based on importance and client impact.
• Utilized expertise to navigate and resolve complicated loan problems within set frameworks.
• Reviewed tax returns to ensure accuracy and compliance with applicable laws, regulations, and policies.

• Examined conversion data and user behavior analysis throughout the checkout process
• Provided vital support to loan officer and underwriter teams by assuring the effective, accurate, and timely processing of mortgage applications
• Reviewed and verified all of the borrower's financial records, including income, credit reports, work histories, assessments of their properties, and title insurance data
• Demonstrated unwavering commitment to compliance by adhering to company policies, underwriting guidelines, and lending-program requirements
• Supported borrowers throughout the application process, answering inquiries and providing exceptional service

• Addressed customer questions and problems promptly with competence, resulting in satisfied clients.

• Worked with State Farm US Bank Credit Card Clients to apply or answer questions.

•Skilled in active listening and empathetic communication to understand and address customer concerns.
•Strong interpersonal skills were displayed when engaging with clients, building rapport and trust
•Proven ability to effectively de-escalate tense situations and resolve conflicts.
•Assisted clients in understanding insurance policies and coverage alternatives, ensuring they made informed decisions
•Ensured effective follow-up and service delivery by keeping accurate records of all customer interactions and transactions

• Administered operations activities and documented store metrics to establish a process for efficient conversion.
• Implemented coaching moments fostering better managerial and team
cooperation.
• Oversaw staff scheduling, training, onboarding an operatonal reports.
• Maintained quality assurance protocols and devised remediation plans when necessary.
• Experience in using conflict resolution techniques to diffuse challenging interactions.
• Participated in team meetings and oversaw performance reviews.
• Identified potential risks and develop mitigation strategies to safeguard operations and reputation

• Facilitated the smooth execution of day-to-day store functions, promoting
operational efficiency.

•Supported the training and development of store staff, ensuring consistent customer
service excellence

•Exhibited exceptional organizational abilities through effective staff scheduling and
meticulous inventory management.

•Successfully improved the store's appearance with creative merchandising
techniques.

•Skilled in active listening and empathetic communication to understand and address customer concerns.

• Helped clients choose, fit, and ask questions about products, delivering exceptional customer service
• Showed off a thorough understanding of the characteristics and advantages of the product to inform buyers