Laura Engle
Pensacola
Summary
Proven expert in loan servicing and customer relationship management, honed over years at Navy Federal Credit Union and ClearOne Advantage. Spearheaded digital documentation initiatives, enhancing loan processing efficiency by 30%. Skilled in default management and fostering team collaboration, consistently delivering exceptional client support and operational improvements.
Personable and detail-focused professional with strong foundation in customer service and financial services. Well-versed in mortgage processes and regulations, including underwriting and loan processing. Dedicated to ensuring client satisfaction and efficient loan processing to support organizational goals.
Overview
6
6
years of professional experience
Work History
Mortgage Service Specialist
Navy Federal Credit Union
11.2024 - Current
- Improved loan processing efficiency by streamlining documentation procedures and implementing digital storage solutions.
- Collaborated with underwriters, appraisers, and other team members for seamless loan processing and closing experience.
- Maintained positive relationships with clients, providing exceptional support throughout their entire mortgage lifecycle.
- Streamlined loan modification process by creating easy-to-follow templates for borrowers seeking assistance during financial hardships.
- Mitigated risks associated with delinquent accounts by initiating collection activities and negotiating work-out arrangements.
Mortgage Loan Originator
Navy Federal Credit Union
02.2024 - 11.2024
- Worked with underwriters to fix application problems and resolve issues.
- Collaborated with underwriters, processors, and other team members to resolve issues, ensuring smooth transactions for all parties involved.
- Analyzed applicant financial data to determine eligibility for various loan products, tailoring recommendations based on individual needs.
- Maintained up-to-date knowledge of industry regulations, changes, and trends to provide accurate advice to clients.
- Contributed towards achieving branch sales targets through consistent performance in meeting personal goals as well as supporting team members when needed.
- Provided exceptional customer service throughout the entire loan process from initial consultation to closing day.
Senior Customer Service Representative
City National Bank of West Virginia
07.2023 - 02.2024
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
Business and Licensing Specialist
West Virginia Secretary of State
10.2022 - 07.2023
- Accomplished successful renewal of expiring licenses through meticulous preparation, submission, and follow-up of relevant documentation.
- Developed comprehensive training materials for new team members, ensuring consistent understanding of licensing policies and procedures.
- Provided exceptional customer service to applicants, addressing inquiries with accurate information and timely responses.
- Enhanced cross-functional collaboration between departments through effective communication and coordination of licensing activities.
Customer Service Representative
ClearOne Advantage
11.2018 - 10.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Operations Consultant
ClearOne Advantage
03.2022 - 07.2022
- Managed diverse teams and fostered a positive working environment, leading to increased employee satisfaction.
- Conducted thorough market research to identify trends and inform business strategy development efforts.
- Collaborated with clients to target issues and uncover methods that would increase operational efficiency.
- Enhanced customer experience by regularly reviewing service delivery processes and incorporating feedback from clients into improvements.
Education
High School Diploma -
Jefferson High School
Shenandoah Junction, WV06-2006
Skills
- Default management
- Loan servicing
- Document review
- Payment processing
- Loan origination
Timeline
Mortgage Service Specialist
Navy Federal Credit Union
11.2024 - Current
Mortgage Loan Originator
Navy Federal Credit Union
02.2024 - 11.2024
Senior Customer Service Representative
City National Bank of West Virginia
07.2023 - 02.2024
Business and Licensing Specialist
West Virginia Secretary of State
10.2022 - 07.2023
Operations Consultant
ClearOne Advantage
03.2022 - 07.2022
Customer Service Representative
ClearOne Advantage
11.2018 - 10.2022
High School Diploma -
Jefferson High School
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