Clarence Hawkins Jr
Bedford Heights,OH
Summary
Mortgage Customer Experience Manager with a strong history of boosting customer satisfaction and driving revenue growth. Demonstrates exceptional leadership, effective problem-solving, and communication skills to enhance mortgage-related customer experiences. Extensive background in the Mortgage Industry supports the development and management of robust customer community relationships, leading to increased loyalty and issue resolution. Committed to delivering outstanding service while fostering a positive community impact.
Overview
13
13
years of professional experience
Work History
CUSTOMER MORTGAGE SALES SERVICE SOLUTIONS MANAGER
PNC Bank
Cleveland, OH
01.2023 - Current
- Implemented a new CRM system that resulted in a 20% increase in customer satisfaction ratings.
- Led cross-functional teams to develop and launch new products, resulting in a 15% increase in sales.
- Adept at providing exceptional customer service, and resolving customer queries promptly and effectively.
- Proficient in handling customer complaints with empathy and oering appropriate solutions to ensure customer satisfaction.
- Skilled in actively listening to customers' needs and recommending suitable products or services.
- Experienced in maintaining a positive and professional demeanor to create a welcoming atmosphere for customers.
- Collaborated with local organizations to organize and execute community events to teach them how to build credit and how to purchase a home, increasing participation and fostering a sense of pride.
- Coordinated volunteer programs and managed a team of community volunteers to address social and environmental challenges.
- Conducted needs assessments and developed strategic plans to address community needs, resulting in measurable improvements.
- Reviewed loan files for completeness prior to submission to underwriting department.
- Prepared loan closing packages, ensuring that all documents were complete and accurate.
- Ensured compliance with federal regulations such as TRID, RESPA, FHA and VA guidelines.
- Developed relationships with referral sources such as realtors, builders, appraisers and attorneys.
- Managed pipeline of loans from origination through closing process while monitoring progress regularly.
ACCOUNT MANAGER/RECRUITMENT CONSULTANT
Frank Recruitment Group/Mason Frank International
Tampa, Florida
01.2021 - 11.2023
- Executed strategies to drive B2B sales across targeted industries.
- Developed tailored proposals for client presentations.
- Conducts presentations showcasing services to potential clients across various levels.
- Ensure that our clients are happy
- Developed strong relationships with existing customers through discovery of additional business opportunities.
- Conducts at least 30 client meetings monthly, following onboarding.
- Consistently surpassed revenue benchmarks and achieved monthly KPIs.
- Recruited, hired and trained new hires to optimize profitability.
- Monitored industry trends and made recommendations for changes in strategy accordingly.
- Conducted market research to identify potential new customers.
- Negotiated contracts with clients to maximize revenue potential.
MORTGAGE CUSTOMER SERVICE SPECIALIST IV
Third Federal Savings and Loan
Tampa, Florida
01.2015 - 12.2021
- Mortgage/Commercial application experience from start to close
- Facilitates equity loan/line applications and guides customers through the complete loan process
- Build partnerships with local businesses and prepares book of business reports to inspire community involvement
- Positive, proactive, and friendly interpersonal skills to ensure superior customer service while cultivating relationships
- Develop rapport with customers to ensure retention and impact branch growth
- Strong leadership and teamwork skills and the ability to inspire and motivate co workers improving workflow and efficiency
- Reviewed credit reports to ensure compliance with lending regulations.
- Prepared loan documents, such as promissory notes, deeds of trust, and closing statements.
- Managed the daily operations of a team of mortgage loan processors.
- Utilize accounting software such as FSBA, MISER, EMPOWER, to record, store, and track information
- Ensures quality control by keeping in compliance with branch policies and procedures to prepare for internal audits
- Monitored incoming applications for accuracy and ensured that all required documents are included in the file prior to submission for underwriting approval.
- Ensured timely closings by coordinating with title companies, appraisers, lenders, attorneys, real estate agents and other parties involved in the transaction.
- Managed loans from application to submission to closing by coordinating file movements between underwriter, mortgage lender and closing parties.
BRANCH MANAGER
Citizens Bank
Parma, Ohio
01.2014 - 12.2015
- Took ownership of business and customer based decisions by promoting accountability and branch success
- Identified areas of improvement and vulnerabilities and provided recommendations and solutions in support of business decisions
- Assisted colleagues in achieving their developmental goals by coaching and training daily
- Provided sales leadership to ensure growth both personally and to the franchise
- Addressed customer questions and issues to provide a satisfactory resolution resulting in customer growth and retention
- Kept bank in compliance with branch policies and procedures to prepare for internal audits
- Sustained a motivated and energetic environment to ensure team and customer satisfaction
- Built partnerships with local businesses
- Dealt with very large amounts of cash as the vault custodian
- Handled and organized the branch ATM machine
- Closed loans and mortgages
- Developed and implemented effective mortgage origination policies and procedures.
- Assisted customers in resolving complex issues related to their mortgages or refinancing options.
- Resolved discrepancies between lender requirements and borrower qualifications through problem solving techniques.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of mortgage transactions.
SENIOR PERSONAL BANKER
Citizens Bank
Beachwood, Ohio
01.2013 - 12.2014
- Branch success and cultivate long term relationships
- Assisted management with supervisory duties
- Maximized productivity by achieving branch and personal goals by actively providing quality customer service while driving sales
- Lead the branch in production numbers resulting in outstanding overall production for the 4th quarter 2013
- Analyzed financial data obtained from customers including income, assets and liabilities to determine loan feasibility.
- Processed new loan applications in accordance with established guidelines.
- Reviewed appraisals to ensure accuracy and completeness prior to submission to underwriting department.
- Helped clients fill out loan applications and find ideal loan options.
STORE BANKING SPECIALIST
Huntington Bank
Beachwood, Ohio
01.2012 - 12.2013
- Customer financial needs
- Educated customers on banking policies, procedures, and digital banking platforms.
- Maintained exceptional client relationships to expand business opportunities, and cross-sell services.
- Performed daily branch activities such as opening and closing the store, processing checking and savings transactions, and maintaining operational records and reports.
- Certified Business Banker, built rapport with nearby businesses, resulting in new business accounts and opportunities.
- Assisted in creating new accounts, processed deposits and withdrawals, and maintained accurate records of transactions.
- Performed risk assessments on customers to ensure compliance with anti-money laundering regulations.
- Analyzed financial statements and credit reports to determine the creditworthiness of potential borrowers.
- Prepared loan contracts, reviewed documents for accuracy, and provided feedback to customers about the status of their loans.
- Received and counted daily inventories of cash, drafts, and checks.
- Received mortgage and other loan payments, verifying payment dates, and amounts due.
Education
Business Administration And Management
PURDUE GLOBAL
09-2026
BUSINESS ADMINISTRATION AND FINANCE -
Youngstown State University
Youngstown, Ohio01.2007
Skills
- Microsoft Word
- PowerPoint Proficiency
- Microsoft Excel
- Microsoft Outlook
- Data Entry
- BIC Teller System
- Empower Loan Program System
- Dialpad
- Slack
- FSBA
- Blockchain
- Axoni
- HubSpot Sales Proficiency
- Free Agent CRM
- Salesforce Sales Cloud
- Phoenix
- MISER
- Recruitment Strategy Development
- Quality Assurance
- Strategic Coordination
- Business Development
- Strategic Cross-Selling
- Mortgage servicing
- Skill Development
Accomplishments
- Consistently surpassed Mortgage sales targets for 6 consecutive months
- Top Sales performer within PNC FSD team 31 credit cards in one month
- Helped boost overall Mortgage and Refinance sales by 15% as 'Team Leader'
- Top Loan Officer in Northeast Ohio Region
- Volunteer at Habitat for Humanity Greater Cleveland
- Volunteer and presenter at Cleveland Housing Network
- Volunteer at Cleveland Asian Festival
- Volunteer at Project Hope for the Homeless
- NMLS #979091
- Notary Public
Timeline
CUSTOMER MORTGAGE SALES SERVICE SOLUTIONS MANAGER
PNC Bank
01.2023 - Current
ACCOUNT MANAGER/RECRUITMENT CONSULTANT
Frank Recruitment Group/Mason Frank International
01.2021 - 11.2023
MORTGAGE CUSTOMER SERVICE SPECIALIST IV
Third Federal Savings and Loan
01.2015 - 12.2021
BRANCH MANAGER
Citizens Bank
01.2014 - 12.2015
SENIOR PERSONAL BANKER
Citizens Bank
01.2013 - 12.2014
STORE BANKING SPECIALIST
Huntington Bank
01.2012 - 12.2013
Business Administration And Management
PURDUE GLOBAL
BUSINESS ADMINISTRATION AND FINANCE -
Youngstown State University
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