Pia Costales
Houston,TX
Summary
Highly motivated employee with a strong desire to embrace new challenges. Possessing a solid work ethic, adaptability, and exceptional interpersonal skills, excels in working independently and swiftly acquiring new proficiencies. Known for dedication, a hardworking individual with expertise in customer service, multitasking, and time management. Unwavering commitment lies in providing each customer with a positive and memorable experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Loan Officer
LGI Mortgage Solutions
09.2021 - Current
- Developed and maintained relationships with potential customers to increase loan business.
- Reviewed credit histories, income statements, and other financial information of loan applicants.
- Managed at least 10-15 loans per month.
- Counseled clients on debt management and repayment plans.
- Analyzed financial data to determine the feasibility of granting loans.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Negotiated contracts with clients to maximize profitability.
- Conducted market research to identify potential customers.
- Analyzed client data and identified opportunities for growth.
- Negotiated contracts and closed agreements to maximize profits.
- Sourced new opportunities to introduce products and services to potential customers.
- Conducted risk analysis to identify potential losses associated with certain loans.
- Explained various types of loans available to customers and their associated terms and conditions.
- Prepared reports detailing loan portfolio performance metrics.
- Provided customer service support throughout the entire process from application through closing.
- Performed quality assurance reviews on all closed loans for compliance purposes.
- Responded promptly to customer inquiries regarding their accounts or other matters related to consumer lending operations.
- Identified opportunities for cross-selling additional products and services.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
- Ensured compliance with all federal and state regulations throughout the loan origination process.
- Conducted thorough credit analysis to minimize risk exposure for the financial institution.
Loan Officer
US Bank Home Mortgage
11.2017 - 09.2021
- Tracked and managed new leads and followed up on referral business.
- Recommended loan approvals and denials based on customer loan application reviews.
- Reviewed loan agreements to confirm completeness and accuracy.
- Submitted loan applications to underwriter for verification and recommendations.
- Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
- Maximized company profitability with appropriate pricing of new loan originations, fee income and selling of products and services.
- Built referral business by meeting with local financial planning, home builders and real estate professionals.
- Resolved file problems, bottlenecks and qualified issues throughout underwriting process.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Updated client account information and records in company databases.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Informed customers of loan application requirements and deadlines.
- Greeted customers and provided exceptional customer service.
- Resolved customer complaints in a timely manner.
Education
BBA - Industrial Management
Inter American University of Puerto Rico Ponce
Mercedita, PR05-2014
Skills
- Customer service-focused
- Extremely organized and detail-oriented
- Credit analysis
- Excellent time management
- Database and Documentation Management
- Reliable
- Team Player
- Sales expertise
- Excellent communicator
- Problem-solving abilities
- Work Planning and Prioritization
- Regulatory Compliance
- Financial Advising
- Microsoft Office Suite and Excel Mastery
- Fluent Bilingualism
- Remote Work Experience
- Data Entry and Analysis
- Workflow Analysis
Certification
- Lean Six Sigma Yellow Belt
Accomplishments
- Repeatedly commended by superiors for excellent customer service.
- Earned the Customer Service Award for 2022 and 2023 years in a row for exceeding customer satisfaction surveys with 95% or above during those years.
Languages
Spanish
Native or Bilingual
Quote
Innovation distinguishes between a leader and a follower.
Steve Jobs
Interests
Reading
Scrapbooking
Software
SQL
Timeline
Loan Officer
LGI Mortgage Solutions
09.2021 - Current
Loan Officer
US Bank Home Mortgage
11.2017 - 09.2021
BBA - Industrial Management
Inter American University of Puerto Rico Ponce
- Lean Six Sigma Yellow Belt
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