Robert Rockne

Obtained SIE License

Account Servicing

• Assisting customers with the following:Detailed focus on Assisted Account Opening for Self-Directed Trust Accounts
• Conduct client interviews regarding account opening via inbound phone calls
• Interface with customers via telephone and/or Messaging applications to communicate documents received, not in good order requests, client inquiries and/or account related issues
• Assist with projects & initiatives to improve the departmental and Digital Wealth Management support model, service offerings and platform support
• Cross-train to assist with Account Registration Change Requests as needed

Risk & Controls:

• Consistently follow departmental & compliance approved procedures, controls and protocols; with a focus on detail and accuracy

• Delivered high levels of customer service to facilitate smooth processes.
• Analyzed applicants' financial status, credit and property evaluations to determine feasibility of Assuming loans.
• Reviewed loan agreements to confirm completeness and accuracy.
• Submitted loan applications to underwriter for verification and recommendations.
• Resolved file problems, bottlenecks and qualified issues throughout underwriting process.
• Take care of our Escalated customer and help them through the Life event and assume their loan.
• Maintain 20 to 30 calls daily Inbound with mixed outbound
• Collaborate with Contact Center Sales peers, and manager to achieve business objectives.

• Analyzed applicants' financial status, credit and property evaluations to determine feasibility of granting loans.
• Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
• Educated customers on variety of loan products and available credit options to promote valuable decision-making.
• Adhered to federal and state compliance guidelines relative to retail mortgage lending.
• Performed daily maintenance of loan applicant database.
• Resolved file problems, bottlenecks and qualified issues throughout underwriting process.
• Delivered high levels of customer service to facilitate smooth processes.
• Built referral business by meeting with local financial planning, home builders and real estate professionals.
• Managed pipeline for originated loans through closing and complete required management reports.
• Tracked and managed new leads and followed up on referral business.
• Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
• Contact: Lauren Fast 602-653-4113

• Tenure Client handling/ Sales - Clients with 20K or more on 3 month average.
• Maintain up 20 to 40 inbound calls daily, helping our customer have a full holistic experience taking care of all banking needs
• Maintain escalations in situations without manager and de-escalate conflict
• Weekly call coaching as standard procedure to help improve the sales and customer relationship
• Quarterly goals for gross profit in products we were able to achieve for the best results favoring our clients
• Team engagement, helping identify what we can use to motivate the team and get excitement while on calls
• Maintained above 95% satisfaction for our clients month over month based on survey from our clients
• Contact: Katrina Zehring 480-332-9887

• Supervised Collections staff, managed and exceeded monthly goals
• Coached and developed account representatives through side by sides and follow up critique on calls to improve technique
• Utilize individual strengths within the group; provided feedback and suggestions during and after collection call
• Created open feedback sessions to lead our Quality
• Assurance calls needing review
• Yearly review of department policy and procedure working with legal departments to ensure business practices are valid
• Audited and Implemented new procedures to maximize collector performance
• Review Tickets sent from DMV to allocate properly for our lease vehicles
• Assisting with bringing Lease department to a smooth and swift close
• Contact: Thomas Aiosa 480-632-3953

• Sprint Repair Center
• Team roll play to better improve performance in our negotiations
• Responsible for management of daily in store personals sales and activity
• Certified for ASC service and repair training program, replacing devices and different parts on the phones
• Educated on all wireless products and remained knowledgeable of the industry.

• T-Mobile, Sprint, Verizon, and At&t)
• Wireless, Phone Sales inside of Costco
• Responsible for Interviewing, Training, Coaching of Staff
• Supervised equipment management and rate plan analysis
• Reviewed monthly goals and metrics
• Managed sales team to maximize sales revenue and exceed corporate goals.
• Bonus Payouts to employees, and annual reviews
• Action Plans for accountability.