Rebekah Stake
Inwood,WV
Summary
Organized Mortgage Loan Officer with over 9 years of banking and call center experience. Well-versed in real estate knowledge and quality monitoring guidelines.
Overview
10
10
years of professional experience
Work History
Mortgage Loan Officer
Navy Fedeal CU
08.2022 - Current
- Managed risk effectively by adhering closely to compliance guidelines during all stages of the loan origination process.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Monitored pipelines to track and log status of loans.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
- Analyzed potential risks and evaluated loan products to identify suitable options for Members.
Loan Officer
Loan Depot
04.2022 - 08.2022
- Developed and maintained relationships with customers, lenders and other third parties.
- Advised clients on mortgage, education and personal loans.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Negotiated loan terms and conditions with customers to secure best deal.
- Submitted loan applications to underwriter for verification and recommendations.
- Developed and implemented marketing campaigns to attract new customers.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
CCO Mortgage Mentor
Navy Federal Credit Union
05.2021 - 04.2022
- Provide mentorship and guidance to assigned team.
- Document team member's calls and provide feedback to better improve their skills.
- Schedule coaching in Verint to meet one on one with team members. This implements an understanding of their growth opportunities, and their goals to better their career with Navy Federal.
- Lead team meeting in the absence of supervisors.
- kept up to date on manuals and procedures.
CCO MSR IV
Navy Federal Credit Union
12.2017 - 05.2021
- Mortgage Loan Originator NMLS#1706809
- Received incoming calls for a variety of skills including assist line, mortgage servicing, and mortgage applications.
- Educate members on Navy Federal's loan products.
- Research and resolve issues on existing mortgages including taxes, home insurance, and payments.
- Performed daily maintenance of loan application database.
VA WHITEHOUSE HOTLINE
Veteran Affairs
10.2017 - 12.2017
- Managed high-stress situations effectively, prioritizing caller needs and maintaining composure under pressure.
- answered incoming calls from veterans on their needs
- Input client information into spreadsheets and company database
- Escalation resolution
Escalation Specialist
Citibank
12.2013 - 08.2017
- Received escalated take over calls from agents
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
GED -
James Rumsey Technical Institute
Martinsburg, WV12.2010
Skills
- Mortgage servicing
- Assist Line
- Mentor
- Mortgage Loan Officer
- Account systems ( UAD, Empower, MPS, Verint)
- Problem solving
- Researcher
Timeline
Mortgage Loan Officer
Navy Fedeal CU
08.2022 - Current
Loan Officer
Loan Depot
04.2022 - 08.2022
CCO Mortgage Mentor
Navy Federal Credit Union
05.2021 - 04.2022
CCO MSR IV
Navy Federal Credit Union
12.2017 - 05.2021
VA WHITEHOUSE HOTLINE
Veteran Affairs
10.2017 - 12.2017
Escalation Specialist
Citibank
12.2013 - 08.2017
GED -
James Rumsey Technical Institute
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