Juanita Williams
Wilmette,IL
Summary
Dynamic Loan Originator with a proven track record at Devon Bank, excelling in credit evaluation and terms negotiation. Achieved 99% customer satisfaction through exceptional service and pipeline management, closing five to eight loans monthly. Strong communicator adept at building client relationships and driving repeat business in a competitive environment.
Overview
12
12
years of professional experience
Work History
Loan Originator
Mortgage Calculator
03.2024 - Current
- Collected information from banks, institutions and employers to assess applicant eligibility.
- Resolved discrepancies between borrowers, lenders and financial institutions with detail orientation and efficiency.
- Updated borrowers through each step of loan application, approval and closing processes while remaining attentive to customer needs.
- Interviewed applicants to assess loan requirements before suggesting offers.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Collaborated with other departments to promptly process loan applications.
- Developed strong relationships with customers through high levels of customer service.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
- Closed at least five to eight loans each month in a 100% commission call center environment
- Developed repeat business by providing exceptional customer service and consistently following up with clients and leads, resulting in customer satisfaction of 89%
Loan Originator
Devon Bank
02.2022 - 03.2024
- Explained different types of loans pertaining to client situations.
- Worked with underwriters to fix application problems and resolve issues.
- Interviewed applicants to assess loan requirements before suggesting offers.
- Assisted credit officers with loan applications to originate [Number] loans.
- Negotiated loan terms and conditions with clients to maximize profitability.
- Developed extensive network of referral partners to source new mortgage loan opportunities.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Checked loan documents for accuracy prior to closing.
- Participated in industry events and conferences to build relationships and gain market intelligence.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Researched and updated industry knowledge on changing legislation and regulations.
- Closed at least five to eight loans each month in a 100% commission environment.
- Developed repeat business by providing exceptional customer service and consistently following up with clients and leads, resulting in customer satisfaction of 99%
Representative, Sales Call Center
Oak Street Health
05.2019 - 02.2022
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Evaluated customer needs and feedback to drive product and service improvements.
- Outbound telemarketing making 300+outbound calls daily to convert prospects into new patients
- Scheduling appointments with Doctor's with new patients converting 75% into new patients
- Meeting daily, weekly and monthly quotas
- Understanding bascis Medicare and Insurance benefits
Seller/Servicer Call Center Representative
Federal National Mortgage Association
03.2015 - 05.2019
- Answering 250 to 300 inbound calls per day regarding All Reg's guidelines, housing related issues and questions, investor relations and technology support
- Average speed to answer telephone 60 seconds
- 5% or less telephone abandon rate
- 1% less telephone call blockage rate
Member Service Representative
NationsBenefits
02.2013 - 03.2015
- Verified customer identification and documentation for compliant transactions.
- Answers inbound calls from members and providers for the Health Plan. by clarifying desired information; researching, locating, and providing information.
- Resolve member service problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Examines claims to identify key elements, and processing requirements based on diagnosis, procedures, provider, medical policy, contracts, and policy and procedures.
- Identifies clients who are eligible or in need of managed care interventions and collaborates with the clinical professionals in designing and implementing the intervention.
Education
High School Diploma -
Cosmopolitan Preparatory
Chicago, ILSkills
- Referral generation
- Pipeline management
- Document review
- Credit evaluation
- Underwriting guidelines
- Customer service-focused
- Terms negotiation
- Financial planning expert
- Financial analysis aptitude
- Excellent communicator
- Client relations
- Excellent time management
- NMLS # 2377459
Timeline
Loan Originator
Mortgage Calculator
03.2024 - Current
Loan Originator
Devon Bank
02.2022 - 03.2024
Representative, Sales Call Center
Oak Street Health
05.2019 - 02.2022
Seller/Servicer Call Center Representative
Federal National Mortgage Association
03.2015 - 05.2019
Member Service Representative
NationsBenefits
02.2013 - 03.2015
High School Diploma -
Cosmopolitan Preparatory
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