Lisa Ford
San Diego ,CA
Summary
Driven by a results-focused approach, I leveraged strong communication skills and attention to detail at Flagstar Bank, FSB to enhance customer satisfaction and exceed sales goals. My ability to multitask and foster positive customer engagement led to a significant improvement in client relations and operational efficiency, showcasing my dedication to achieving and surpassing targets.
Overview
31
31
years of professional experience
Work History
Wholesale Lending Sales Assistant
Flagstar Bank, FSB
01.2022 - Current
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Clerical and administrative support duties for Regional Managers.
- Increased sales by building strong customer relationships and providing excellent service.
- Primary sales support for eight Account Executives covering over 480 wholesale and correspondent lenders nationally.
- Provide sales and client support for the processing and purchase of approximately $375,000,000 in average funded volume monthly in 2024.
- Direct New Client Initiatives for all newly approved accounts in territory including daily loan level review of over 80 new-lender pipelines ensuring exceptional experience for new clients throughout the entire loan process.
- Manage client-facing support for over 480 clients, acting as a liaison between clients, Account Executives, and numerous Flagstar Operations teams to ensure client retention, drive growth, and increase revenue.
- Manage New Client Onboarding for eight Account Executives, evaluating client proficiency with Flagstar mortgage programs and systems; creating customized training schedules and conducting personalized training sessions to ensure exceptional new client experience.
- Serve as dedicated resource for client loan deliveries, providing real-time and immediate support for client needs from the initial stages of loan registration to the final stages of loan closing and purchase..
- Participate in sales calls with Account Executives and assist with client presentations.
- Establish, monitor, and maintain system for tracking client pre- and post-purchase suspense rates; communicate trends to Account Executives with suggestions for lender training or Flagstar process improvements.
Mortgage Loan Processor
Elliott Processing
01.2020 - 08.2021
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Prepared file for final clear-to-close by branch management.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Developed strong working relationships with real estate agents, further expanding referral networks for the company.
- Communicated with originator and applicant concerning progress of loan file.
- Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.
- Optimized workflow management by prioritizing high-priority tasks and meeting strict deadlines consistently.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Improved overall organizational efficiency by maintaining accurate electronic files of all mortgage-related documents within company databases.
- Facilitated smooth closing processes by collaborating effectively with title companies, appraisers, and attorneys.
- Enhanced loan processing efficiency by meticulously reviewing and verifying applicants' financial documents.
- Improved processing timelines, diligently tracking each loan's progress and identifying bottlenecks.
- Contributed to positive workplace environment, assisting colleagues with challenging cases and offering solutions.
- Reduced processing errors, ensuring compliance with both internal policies and external regulations.
REO Assistant
Mathew Shaver LLC
03.2009 - 05.2010
- Verify Condition of Fix and Flip Properties.
- Forecast Your Overall Budget.
- Calculate Your Potential Profit on a Fix and Flip Property.
- Assess damage and needed repairs.
- Hire contractors for refurbishment/remodel.
- Visit properties weekly to supervise work.
- Schedule final inspections.
District Sales Manager
Vincor
08.2001 - 09.2002
- Collaborated closely with other district managers to share best practices, learnings, and drive overall success of the organization.
- Improved team performance by providing regular coaching, training, and mentoring to sales representatives.
- Increased sales revenue by developing and implementing effective sales strategies for the district.
- Exceeded annual sales targets through strategic planning, territory optimization, and customer relationship building.
- Performs sales and marketing tasks with the overall objective of improving wine sales.
- Promote the wineries brand within the marketplace to improve brand recognition and brand equity.
- Work at all levels of the distribution chain, including retail, distribution and consumer level. Update clients on new product launches.
- Responsible for new product launches and ensure customers know about it. Promote the new product in a way that maximizes exposure for the brand.
- Create an annual sales plan that would deliver an overview of how and when products will be promoted in the market. Detailed key objectives and explain how brand sales strategies will meet them.
- Identify new clients for the winery’s products.
Fine Wine Sales Representative
Young's Market Company
05.2000 - 08.2001
- Promote wines represented by the Distributor.
- Responsible for Restaurants and Fine Wine establishments in a designated territory.
- Weekly tastings for menus. Introduce new products or promotions.
- Worked with a monthly sales budget.
- Monthly updates on how sales are progressing.
- Well planned call cycle that ensures visits to all customers in a regular fashion.
Fine Wine Sales Representative
Alliance Beverage Distribution
02.1997 - 11.1999
- Promote wines represented by the Distributor.
- Responsible for Restaurants and Fine Wine establishments in a designated territory.
- Weekly tastings for menus. Introduce new products or promotions.
- Worked with a monthly sales budget.
- Monthly updates on how sales are progressing.
- Well planned call cycle that ensures visits to all customers in a regular fashion.
Mortgage Loan Officer
Washington Mutual
10.1996 - 12.1997
- Develop relationships with realtors. Make regular calls on Real estate offices. Market for potential customers utilizing mailers and advertising.
- Meet with applicants to obtain information for loan applications and to answer questions about the process.
- Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting loans.
- Explain to customers the different types of loans and credit options that are available, as well as the terms of those services.
- Obtain and compile copies of loan applicants' credit histories, corporate financial statements, and other financial information.
- Review and update credit and loan files.
- Review loan agreements to ensure that they are complete and accurate according to policy.
- Compute payment schedules.
- Stay abreast of new types of loans and other financial services and products in order to better meet customers' needs.
- Submit applications to credit analysts for verification and recommendation.
- Work with clients to identify their financial goals and to find ways of reaching those goals.
- Confer with underwriters to aid in resolving mortgage application problems.
Mortgage Loan Officer (In Bank)
WORLD SAVINGS BANK
11.1993 - 10.1996
- In bank lender meant I relied on my business from bank patrons and fielding incoming calls.
- Meet with applicants to obtain information for loan applications and to answer questions about the process.
- Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting loans.
- Explain to customers the different types of loans and credit options that are available, as well as the terms of those services.
- Obtain and compile copies of loan applicants' credit histories, corporate financial statements, and other financial information.
- Review and update credit and loan files.
- Review loan agreements to ensure that they are complete and accurate according to policy.
- Compute payment schedules.
- Stay abreast of new types of loans and other financial services and products in order to better meet customers' needs.
- Submit applications to credit analysts for verification and recommendation.
- Work with clients to identify their financial goals and to find ways of reaching those goals.
- Confer with underwriters to aid in resolving mortgage application problems.
Education
No Degree - Sociology
San Diego State University
San Diego, CA06.1990
Skills
- Customer Service
- Friendly and Helpful
- Strong Communication and Interpersonal Skills
- Reliable and Responsible
- Team Cooperation
- Attention to Detail
- Positive Customer Engagement
- Organization
- Multitasking
- Meeting Sales Goals
- Time Management
Awards
Wow Award
Flagstar Bank
Western Region - July 2023
WOW - As in the "WOW factor" in customer service. The program promotes more positive, thoughtful, & friendly responses to our customers via all communication. WOW winners have proven to provide a positive customer service experience, showed compassion for the customer while directly addressing the question(s) or issues at hand along with the willingness to help. They were conscientious in replies and provided a customer experience that left our customers with a first class interface, feeling truly valued. Only 4 winners monthly out of 800+ eligible employees
Timeline
Wholesale Lending Sales Assistant
Flagstar Bank, FSB
01.2022 - Current
Mortgage Loan Processor
Elliott Processing
01.2020 - 08.2021
REO Assistant
Mathew Shaver LLC
03.2009 - 05.2010
District Sales Manager
Vincor
08.2001 - 09.2002
Fine Wine Sales Representative
Young's Market Company
05.2000 - 08.2001
Fine Wine Sales Representative
Alliance Beverage Distribution
02.1997 - 11.1999
Mortgage Loan Officer
Washington Mutual
10.1996 - 12.1997
Mortgage Loan Officer (In Bank)
WORLD SAVINGS BANK
11.1993 - 10.1996
No Degree - Sociology
San Diego State University
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