Lena Johnson
Prattville,AL
Summary
Self-generating Senior Mortgage Loan Officer exhibiting professionalism and pride in dealing with clients. Highly sales-minded with top-notch negotiation skills. Explains loan types and service terms in easily understood language.
Overview
17
17
years of professional experience
Work History
Senior Loan Officer
Republic Finance
Montgomery, AL
07.2022 - Current
- Actively seeks opportunities to originate new loan business with new and existing customers
- Evaluates customer needs to recommend the best consumer loan and voluntary product solutions
- Completes loan applications, proposals and offers for new borrowers and follows up with pending applicants
- Assists potential borrowers by explaining the loan process, answering questions regarding loan products and loan processing
- Take ownership of customer concerns and works with management to formulate and execute strategies for potential problem loans
- Closes loans, assembles loan folders, and breaks down files
- Consistently meets or exceeds loan goals
- Responsible for day-to-day servicing of an ever-growing, complex consumer loan portfolio
- Applies analytical skills to quickly and efficiently resolve any customer issues
- Effectively builds trust with customers and internal staff by embodying and demonstrating the philosophy of the organization, including core values, company policies, operational procedures and compliance
- Processes insurance claims, follow-ups and payments daily and maintains insurance log
- Provides excellent customer care through daily transactions, customer inquiries and problem resolution
- Adheres to corporate, legal, and regulatory policies, guidelines, and requirements regarding compliance
- Answers incoming phone calls; checks branch's voicemail
- Assists Branch Manager with miscellaneous operational tasks such as daily initialization, preparing daily deposit and importing live checks
Customer Service Manager
Bass Pro Shops
Prattville, AL
11.2019 - 07.2022
- Supervising the daily operations of the customer service department
- Proven track record in resolving and reducing customer complaints and meeting customer service level agreements
- Setting customer service goals for team members and helping them reach those goals
- Interacting with customers and handling customer queries and complaints in a timely manner
- Maintain front-end and customer service staffing schedule
- Ensure all team training is completed
- Reconcile Cash accounts at open and close of business
- Office duties as required
Customer Manager
Home Depot
Prattville, AL
01.2008 - 11.2019
- Sales Associate Daily Performance Management
- Sales Associate Yearly Reviews
- Store Opening/Closing with Manager of the Day
- Supervising the daily operations of the customer service department
- Proven track record in resolving and reducing customer complaints and meeting customer service level agreements
- Setting customer service goals for team members and helping them reach those goals
- Interacting with customers and handling customer queries and complaints in a timely manner
- Maintain front-end and customer service staffing schedule
- Ensure all team training is completed
- Reconcile Cash accounts at open and close of business
- Office duties as required
Education
Associate of Science -
Wallace Community College
Selma, ALSkills
- Documentation review
- Communication skills
- Leadership
- Time management
- Loan Officer Experience
- Application preparation
- Team leadership experience
- Interviewing
- Information Verification
- Problem-solving capabilities
- Credit assessment
- Financial transactions expertise
- Customer service-focused
- Terms negotiation
- Collections proficiency
- Loans
- Credit
- Cash handling expert
- Regulatory Compliance
- Excellent time management
- Sales expertise
- Document analysis
- Loan application management
Timeline
Senior Loan Officer
Republic Finance
07.2022 - Current
Customer Service Manager
Bass Pro Shops
11.2019 - 07.2022
Customer Manager
Home Depot
01.2008 - 11.2019
Associate of Science -
Wallace Community College