Naji J. Darling
Philadelphia,PA
Summary
Customer success and finance account management specialist with 5 years of experience. Extensive knowledge of Federal, State and industry laws and regulations pertaining to mortgage lending. Responsible for developing and implementing compliance risk management processes. Substantial leadership and relationship management skills across the organization. Produce strategies that result in notable sales and strong customer relationships. Creative and strategic thinking with ability to forecast and understand changing markets, customer needs, and align them with company goals.
Overview
6
6
years of professional experience
Work History
Sun IP (Online IP Filing & Translation Platform)
Senior Customer Success Manager
01.2024 - 08.2024
- Knowledge and application of international laws and regulations pertaining to intellectual property in Asia, Europe, and Latin America
- Collaborated with internal sales, product, and support teams to ensure seamless onboarding and account management processes
- Generated reports detailing findings, trends and recommendations regarding projected filings for patent, trademarks and renewals
- Conducted regular business reviews with internal key stakeholders to track progress towards goals and identify areas for improvement
- Served as liaison between clients, i.e., law firms and in-house counsel, and account management team, ensuring timely resolution of issues and effective communication
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts, i.e., billing options, authorized access log-in credentials, and troubleshooting
- Trained new Customer Success Managers of company's policies and procedures, data network, provided hands-on coaching and mentoring
- Proven track record of integrity, and strong ethics and judgement
Freedom Mortgage
Customer Success/Account Manager
01.2020 - 08.2022
- Knowledge of internal controls, risk assessments, and compliance processes, and techniques for implementation of regulatory, compliance and legal requirements
- Managed approximately 100-150 loan accounts per month resulting in average of 200-250 million in client assets annually
- Spearheaded creation of customer retention program which increased retention by over 10% within first 2 months of implementation
- Executed deals with customers to increase sales revenue by 5-8% quarterly between 2020 and 2022
- Established rapport with customers and cross-functional team to navigate complex issues and meet set business goals
- Rewrote and resold loans to meet state and federal compliance and ensure accurate annual audits
- Prepared internal reports based on indicated customer risk markers and provided remediating recommendations
- Monitored customer progress and addressed customer inquiries with timely and accurate updates
- Trained new staff on latest product offerings, compliance, and created Standard Operating Procedures ("SOPs") for new employees in retention team
Freedom Mortgage
Loan Advisor
01.2019 - 12.2019
- Generated over 10 million in loan volume placing in top 15% of first time advisors and top 50% of all advisors within company for year 2019
- Reviewed, analyzed, and documented all aspects of the mortgage file to ensure compliance with underwriting, internal and regulatory guidelines and investor salability
- Advised clients on loan products to guide improvement of their financial situations, provided disclosures, budget management and achievement of financial goals
- Originated FHA, VA, and Conventional loans to access equity, change term, or lower rates
- As a loan officer, met compliance standards on all recorded customer calls, which resulted in a quality assurance score of 95% or more
- Evaluated credit reports, tax documents, and W2's to assess credit worthiness
- Piloted Salesforce integration and contributed to streamlining processes resulting in successful launch for sales team
- Cold called 80-100 clients daily on marketing campaigns to generate new business
Freedom Mortgage
Customer Service Representative
08.2018 - 12.2018
- Resolved over 90% of customer inquiries by reviewing accounts and proposing solutions
- Deployed comprehensive strategies to sales team which resulted in upsell opportunities from inbound and outbound calls
- Tracked customer satisfaction and interactions using company's internal CRM database
- Effectively multi-tasked to manage overflow calls and lowered customer wait times to average of 2 minutes or fewer
Education
Bachelor's Degree - Business Marketing
The College of New Jersey
Ewing, NJ05.2018
Skills
- Account Management
- Marketing/Sales
- Salesforce CRM
- Revenue Growth
- Quality Control
- Business Development
- Customer Retention, Service, and Relations
- Cross-Functional Collaboration
- Project Management
- Loan Origination
- Detail-Oriented
- Processes and procedures
- Microsoft Office Suite
- Communication Skills
Certification/Licenses
- Google Project Management Certificate, Coursera, 2024
- NMLS License, MLO License - 2018
Hobbies
Swimming, Mountain biking, Snowboarding, Traveling
Timeline
Sun IP (Online IP Filing & Translation Platform)
Senior Customer Success Manager
01.2024 - 08.2024
Freedom Mortgage
Customer Success/Account Manager
01.2020 - 08.2022
Freedom Mortgage
Loan Advisor
01.2019 - 12.2019
Freedom Mortgage
Customer Service Representative
08.2018 - 12.2018
Bachelor's Degree - Business Marketing
The College of New Jersey
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