Patricia Ferguson
Columbus,OH
Summary
Excelled in enhancing customer satisfaction and streamlining loan processing, demonstrating critical thinking and research skills. Achieved significant improvements in operational efficiency and client service, ensuring compliance and accuracy in high-pressure environments. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
Work History
Intake Specialist
Compass
05.2023 - 05.2024
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Completed intake assessment forms and filed clients' charts.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
Staff Closer
CapCity Title
05.2021 - 06.2022
- Managed a pipeline of prospects, maintaining consistent follow-ups to ensure timely closings.
- Maintained high levels of customer satisfaction by addressing concerns promptly and professionally throughout the closing process.
- Managed competing priorities under tight deadlines while maintaining accuracy in document preparation for smooth transaction completion.
- Delivered positive customer experiences and successful deal closures through open, constructive communications.
Equity Loan Processor 2
Apex Systems
10.2020 - 04.2021
- Worked with customers via telephone to answer questions, process transactions, and resolve issues.
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
Sales Consultant
Artvan Furniture
03.2019 - 03.2020
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
Mortgage Processor 2
Huntington National Bank
01.2017 - 03.2019
- Optimized workflow efficiency by prioritizing tasks based on client needs and deadlines, ensuring timely completion of loans.
- Collaborated closely with underwriters to expedite loan approvals, resulting in increased productivity.
- Reduced loan application processing time by diligently reviewing and verifying applicant information.
- Set up and completed loan submission packages.
Income Analyst
Aerotek/Huntington National Bank
04.2016 - 01.2017
- Collaborated with underwriter for their need of verifications.
- Improved knowledge by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced collaboration by providing clear communication of findings through visualizations and reports.
- Improved decision-making processes, by providing underwriter with detailed analysis and actionable insights.
Mortgage Auditor
Aerotek/Chase Bank
02.2015 - 04.2016
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Ensured compliance with regulatory requirements.
- Communicated with staff to obtain necessary information for audits.
CW Operations Specialist
JP Morgan Chase/Chase Works
01.2011 - 01.2012
- Utilized advanced analytical skills in order to resolve complex operational issues effectively.
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations.
Mortgage Loan Officer
Charter Mortgage
03.2004 - 12.2010
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
Loan Officer/CRA Representative
Union Saving Bank
03.1999 - 03.2004
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Submitted loan applications to underwriter for verification and recommendations.
Education
Associate of Arts - Business Administration
Bliss College
Columbus, OH03.1986
Skills
- Data Entry
- Intake Assessment
- Compassionate communication
- Critical Thinking Skills
- Research and analysis
- Eligibility review
- Client Intakes
- Customer Service
- Notary Republic
Timeline
Intake Specialist
Compass
05.2023 - 05.2024
Staff Closer
CapCity Title
05.2021 - 06.2022
Equity Loan Processor 2
Apex Systems
10.2020 - 04.2021
Sales Consultant
Artvan Furniture
03.2019 - 03.2020
Mortgage Processor 2
Huntington National Bank
01.2017 - 03.2019
Income Analyst
Aerotek/Huntington National Bank
04.2016 - 01.2017
Mortgage Auditor
Aerotek/Chase Bank
02.2015 - 04.2016
CW Operations Specialist
JP Morgan Chase/Chase Works
01.2011 - 01.2012
Mortgage Loan Officer
Charter Mortgage
03.2004 - 12.2010
Loan Officer/CRA Representative
Union Saving Bank
03.1999 - 03.2004
Associate of Arts - Business Administration
Bliss College
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