Noel Cooper
Henderson
Summary
QUALIFICATIONS/SUMMARY Highly personable Customer Service Professional/Trainer/Loan Officer with experience in sales and training, primarily within the real estate and loan origination call-center operations. Talent for identifying customer needs and presenting appropriate company product and service offerings. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings. Expertise in resolving escalated customer service issues. Secured numerous company achievement awards for delivery of exceptional customer service. Licensed in seventeen States High-Impact Sales Presentations Accomplished Loan Officer dependable in building customer base and exceeding business goals. Well-versed in loan products and customer engagement strategies. Pursues opportunities to build connections, increase bank revenue and cement loyalty. Organized Mortgage Loan Officer with [Number] years of experience in [Area of Expertise]. Extensive real estate knowledge and success in client education. Adept at mathematical accuracy and following financial regulations.
Overview
34
34
years of professional experience
Work History
Mortgage Loan Officer
First Guaranty Mortgage
01.2018 - 01.2022
Mortgage Loan Officer
Carrington Mortgage
01.2017 - 01.2018
Mortgage loan Officer
Bank of the West
01.2016 - 01.2017
Mortgage Loan Officer
Pacific Union Financial
01.2012 - 01.2013
Mortgage Loan Officer
Round Point Mortgage
01.2012 - 01.2013
- Responsibilities include consulting with prospective borrower to deliver loan products based on their specific needs and eligibility
- Focus on a modified call center environment with emphasis on outbound calls, assuming the sale and aggressive benefit value propositions.
Loan Agent Mortgage Training Manager
Cash Call Mortgage
01.2010 - 01.2012
- Responsible for on boarding, including interviewing prospective candidates, assessing skills and potential and creating a curriculum based on proficiency levels
- Training included Mortgage 101, Lead Management, Policies and Procedures, LOS and AUS systems integration, with emphasis on best practices and setting correct expectations based on Cash Call’s Call Center environment.
Mortgage Consultant/Manager
GENPACT MORTGAGE SVCS/CITIBANK
05.2010 - 02.2011
- I served as an outsourced loan officer and manager in a call center environment in partnership with Citibank Mortgage
- Personally licensed in 12 states, with three pending approval.
Loan Consultant
KELLER WILLIAMS & EXIT REALTY
01.2008 - 01.2010
- For a major mortgage banker in a call center environment
- Consulted with prospective borrowers, and recommended various loan programs, based on their specific wants, needs and credit eligibility
- Initiated loan application, and obtained credit documentation to support credit approval
- Maintained contact with borrowers and their respective representatives throughout the process
- Complied with, and monitored state and regulatory requirements to ensure consistency of procedures and objectives.
Remote Loan Consultant
01.2007 - 01.2008
Realtor/Broker
DITECH/GMAC
01.1997 - 01.2008
National Training Manager
01.2002 - 01.2007
- Developed and conducted training programs to maximize productivity
- Recruited to challenge mediocrity and strive for constant curriculum enhancements in an effort to provide superior service to both internal and external customers
- Trained and supervised loan consultants, to be fully self sufficient in an extremely competitive and multi tasking environment
- Trainees always graduated with an established pipeline upon leaving the training environment
- Worked with production managers to create, and update training materials
- I was selected to establish new call centers in Phoenix Arizona and Texas
- Coached and mentored new manager trainees in various call centers
- Achieved 0ver 95% success rate from training to production, generating potential revenue within two weeks of training.
Assistant Manager/Customer Service
01.2001 - 01.2002
- Investigated and resolved customer concerns in collaboration with respective agency and other departments
- Trained and supervised customer service staff
- As the assistant manager, I primary dealt with and resolved escalating issues to enhance customer retention
- Provided constructive evaluations to various departments to avoid procedural redundancy, and improve customer satisfaction and retention
- Participated in implementing new paperless process, resulting in streamlined operations
- Dramatically enhanced customer-satisfaction ratings by expediting all claims and ensuring a high degree of accuracy
- Received Customer Service Award for outstanding track record of positive customer feedback
Loan Consultant
01.1997 - 01.2001
- Responsibilities included all aspects of loan origination up to and including funding
- Played key role in evaluating new operating systems
- Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues.
Independent Mortgage Broker
ASSOCIATED BROKERS SERVICE
01.1995 - 01.1997
- Responsibilities included recruiting and training loan consultants in the areas of loan production and pre processing
- Conducted efficiency studies to identify and maximize production.
Production Manager
COAST CITIES FINANCIAL
01.1994 - 01.1995
- Responsibilities included recruiting and training loan consultants in the areas of loan production and pre processing
- Responsibilities included recruiting and training loan consultants
- Conducted in house training for internal and external customers.
Senior Loan Agent
MORTGAGE CAPITAL RESOURCES
01.1990 - 01.1994
- Responsibilities included all aspects of loan origination, up to and including funding
- Specialized in Purchase transactions with FHA and VA loans.
Vice President
MICAL MORTGAGE
01.1988 - 01.1990
- Responsibilities included directing sales and business development functions
- Recruited and trained loan consultants, with an emphasis on growing market share
- Consistently developed strong relationships with various representatives of the real estate and financial community.
Education
High School Diploma -
Corpus Christi Comprehensive (Leeds, England)
Leeds, England04.1970
Skills
- Serve Customer Needs
- Key Account Generation
- Business Referral Management
- Pre-Approval Process
- Knowledge of VA Loan Process
- Client Interviews
- Regulatory Compliance
- Application Tracking
- NMLS Registration
- Applicant Counseling
- Credit Check Knowledge
- Deep Knowledge of Bankruptcy Processes
- Complete Loan Applications
- Document Analysis
- Loan Application Management
- Underwriting Support
Timeline
Mortgage Loan Officer
First Guaranty Mortgage
01.2018 - 01.2022
Mortgage Loan Officer
Carrington Mortgage
01.2017 - 01.2018
Mortgage loan Officer
Bank of the West
01.2016 - 01.2017
Mortgage Loan Officer
Pacific Union Financial
01.2012 - 01.2013
Mortgage Loan Officer
Round Point Mortgage
01.2012 - 01.2013
Mortgage Consultant/Manager
GENPACT MORTGAGE SVCS/CITIBANK
05.2010 - 02.2011
Loan Agent Mortgage Training Manager
Cash Call Mortgage
01.2010 - 01.2012
Loan Consultant
KELLER WILLIAMS & EXIT REALTY
01.2008 - 01.2010
Remote Loan Consultant
01.2007 - 01.2008
National Training Manager
01.2002 - 01.2007
Assistant Manager/Customer Service
01.2001 - 01.2002
Realtor/Broker
DITECH/GMAC
01.1997 - 01.2008
Loan Consultant
01.1997 - 01.2001
Independent Mortgage Broker
ASSOCIATED BROKERS SERVICE
01.1995 - 01.1997
Production Manager
COAST CITIES FINANCIAL
01.1994 - 01.1995
Senior Loan Agent
MORTGAGE CAPITAL RESOURCES
01.1990 - 01.1994
Vice President
MICAL MORTGAGE
01.1988 - 01.1990
High School Diploma -
Corpus Christi Comprehensive (Leeds, England)
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