Michael Brettell
Irvine,CA
Summary
Conscientious Customer Service Professional with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Talented Mortgage Loan Officer bringing more than 5 years of experience in Refinancing and the Reverse Mortgage field.
Overview
15
15
years of professional experience
Work History
Senior Mortgage Loan Officer
Mutual Of Omaha Reverse Mortgage
San Diego, CA
02.2021 - 02.2023
- Earned NMLS licensing through completion of coursework and achievement of required scores to achieve licensing as Mortgage Loan Originator in 9 US states.
- Provided clients exceptional customer service while educating them on best mortgage options tailored to each individual family during refinancing process.
- Assisted clients through loan process from loan application to closing.
- Analyzed complex income documents with self employment, partnership and corporate tax returns, with profit and loss analysis and understanding of bank statements to determine total financial picture.
- Completed initial underwriting decision to help streamline loan process.
Senior Mortgage Loan Officer
American Advisors Group
Irvine, CA
03.2019 - 01.2021
- Fielded inbound and outbound calls on dialer, was evaluated on call quality and timeliness of answer and response.
- Determined and documented loan conditions and communicated requirements and decisions.
- Analyzed credit, income, compliance, title documents, Estate planning, and corporate ownership filings and appraisals during underwriting process.
- Managed pipeline of loans in excess of 50+ loans, closing 5-10 monthly.
- Followed through with borrowers, loan processors, loan originators and managed all phases of underwriting process.
- Increased customer satisfaction by resolving service issues.
Senior Mortgage Loan Officer
CashCall Mortgage
Irvine, CA
12.2017 - 01.2019
- Worked with customers in person and via telephone to ensure satisfaction, completeness of information and to expedite various stages of mortgage process.
- Adhered to compliance of federal and state regulations relating to personal financial data in addition to Capitol Federal policies and procedures.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Analyzed DTI, verified credit histories, personal references and employment backgrounds for each applicant.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Exceeded expectations by management which resulted in increased responsibility for top producing loan officers who required special attention.
- Effectively managed pipeline of 7+ loans monthly to support business needs while adhering to turn time standards.
Executive Sales Representative
Monex Deposit Company
Newport Beach, CA
03.2016 - 02.2017
- One on one sales interactions with customers, via phone and email.
- Creating positive buying experience.
- Generate leads through target account selling, outbound prospecting, and calling on leads from multiple sources.
- Action activity levels of between 100 plus, calls per day.
- Remain knowledgeable and up-to-date on product, industry changes, and competitive landscape.
- Follow up on high volume of new leads in timely manner.
- Prospect and call inbound leads.
- Stay organized by tracking activity in CRM.
Senior Sales Representative
Loanme, Inc.
Orange, CA
04.2014 - 02.2016
- Progressed sales through to completion by working closely with customer relations, production team and marketing.
- Optimized sales approaches based on account, competitor and general market trends.
- Stayed organized and on top of sales activities through regular CRM tracking.
- Achieved sales targets by prospecting, qualifying and converting leads.
- Overcame potential objections of prospective customers using expert product knowledge and persuasive communication skills.
Executive Sales Representative
Monex Deposit Company
Newport Beach, CA
02.2008 - 03.2014
- Helped sales professionals build successful sales campaigns to reach target audience with consistent branding.
- Made 100 plus, calls daily, while being available for inbound leads.
- Progressed sales through to completion by working closely with customer relations, production team and marketing.
- Overcame potential objections of prospective customers using expert product knowledge and persuasive communication skills.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Achieved or exceeded company-defined sales quotas.
Skills
- Excellent Communication (written and verbal)
- Salesforce & Encompass
- Strong Organizational Skills
- Call Center Experience
- Superior Customer Service
- Ability to Convey Sensitive Information
- Problem Resolution
- Professional Telephone Demeanor
- Analytical Skills
- Passion for Helping Others
Timeline
Senior Mortgage Loan Officer
Mutual Of Omaha Reverse Mortgage
02.2021 - 02.2023
Senior Mortgage Loan Officer
American Advisors Group
03.2019 - 01.2021
Senior Mortgage Loan Officer
CashCall Mortgage
12.2017 - 01.2019
Executive Sales Representative
Monex Deposit Company
03.2016 - 02.2017
Senior Sales Representative
Loanme, Inc.
04.2014 - 02.2016
Executive Sales Representative
Monex Deposit Company
02.2008 - 03.2014