Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Steven Tennant

Scottsdale,AZ

Summary

Dynamic Home Equity Loan Processor at Discover Financial Services with expertise in loan processing and customer communication. Proven track record of exceeding processing deadlines and enhancing client experiences. Skilled in document verification and conflict resolution, I effectively manage diverse pipelines while ensuring compliance and accuracy in all transactions.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Current Position: Home Equity Loan Processor

Discover Financial Services, DFS
Phoenix, Arizona
02.2025 - Current

  • Effectively managed a diverse pipeline of loan files, consistently meeting or exceeding processing deadlines by prioritizing tasks and maintaining continuous communication with applicants to obtain necessary documentation and information.

    Customer Communication: Served as the primary point of contact for clients, providing clear and proactive updates on application status and guiding them through documentation requirements, which resulted in a smooth and efficient customer experience.

    Third-Party Coordination: Collaborated with insurance companies to ensure the accurate addition of mortgage clauses to customer policies, securing the necessary coverage to move loans forward.

    Title and Lien Resolution: Partnered with title companies to investigate and resolve complex title issues, including the removal of liens that did not belong to the customer, ensuring a clear title for the loan and preventing processing delays.

    Document Verification: Reviewed and verified financial and personal documents to prepare complete and accurate loan files for underwriting review.

​Home Equity Subject Matter Expert

Discover Financial Services, DFS
Phoenix, Arizona
03.2022 - 02.2025

  • Accompanied new hires from their first day of training, assisting their trainer with training modules, addressing questions and concerns, and providing support throughout the duration of training.

    After training, I was responsible for overseeing the training process for new hires while leading a team of mentors to cover additional learning materials, conduct knowledge checks, assist with call flows, and ensure that files were completed accurately.

    As a lead mentor, I conducted coaching and reconnection sessions and provided ongoing support to help new hires achieve their goals and prepare them for success as they transitioned to their respective teams after training.

  • Monitored the General chat within Microsoft Teams to assist Bankers with questions regarding policy and procedures.

    Assisted Processing, Closing, and Underwriting with resolving validation errors or making other necessary changes to the loan when the Banker was not available.

    Assisted Bankers with counter offers to ensure the application was placed back in the originator's name.

    Changed Bankers' groups within the dialer to allow them to either take inbound calls or complete outbound calls for fraud alerts, dropped calls, and written time.

    Monitored the Wallboard to ensure brand promise was not impacted due to Bankers not being available, and brought this to both their and their leaders' attention.

    Took escalated phone calls from customers that required a supervisor in order to handle the matter and escalated these calls if a resolution was needed due to a Discover error.

    Assisted Sales Teams when their leaders or coaches were out for the day or occupied in meetings.

    Often reviewed sales team chat rooms to be alert to any possible system issues or outages and proactively opened tickets with the global help desk to ensure the matter was reported and resolved in a timely manner.

    Assisted on RRT (Rapid Response Team) calls when tickets were opened to ensure all possible information was provided to help identify and resolve the matter.

    Reviewed all DVI (Discover Valuations, Inc.) appraisal dispute forms submitted by Bankers to ensure they were filled out correctly to avoid any delays with the appraisal vendor. Also provided feedback to the Bankers when the forms were not completed correctly so that they could have the borrower amend them.

    Monitored the department's General Voicemail Box and communicated with agents department-wide when a borrower called in asking for them, to ensure they received a return call in a timely manner.

    Assisted Department Managers with special requests, such as working random reports, pulling calls and reviewing applications for EOCA disputes, and assisting with complex issues on applications.

    Completed daily and monthly reports for the home equity department

​Home Equity Loan Officer

Discover Financial Services, DFS
phoenix, AZ
02.2019 - 03.2022

  • Took inbound calls and placed outbound calls for potential customers that were interested in pursuing a home equity loan.

    Completed prequalification applications with the customer and customized the loan to best fit their needs to ensure they were in a better financial situation.

    Mentored new hires in our department to help them learn our process.

    Served as temporary Team supervisor for a short period to assist my team with any of their needs while helping us accomplish our goals as a team and department.

​Senior Personal Loans Officer

Discover Financial Services, DFS
Phoenix, Arizona
05.2014 - 02.2019

  • Took inbound calls from customers interested in applying for a Personal Loan.

    Customized the loan to fit the customer's personal and financial needs, creating a more stable financial future for them.

    Made judgmental reviews to approve or decline applications, in order to ensure our loans would be the best fit for our customers and the company.

    Peer mentored new hires and assisted in training classes to help agents understand the department's process.

    Reviewed new hires' judgmental work and provided approval for applications being processed.

    Created extensive Excel documents for my team to track monthly and yearly stats

Collections Account Manager

Discover Financial Services, DFS
Phoenix, Arizona
02.2012 - 05.2014

  • Negotiated payment arrangements with Discover card members using a variety of tools, such as system programs, fee adjustments, and debt-to-income calculators to creatively customize long-term payment options for customers going through financial hardships.

    Assisted customers in bringing their accounts out of delinquency and preventing charge-offs for Discover.

​Customer Service Representative

Current Usa
Colorado Springs, Colorado
03.2011 - 01.2012

  • Answered inbound calls for sales and handled any customer care issues.

    Wrote sales orders and completed data entry.
    Handled escalated calls when packages were not receied or received damaged.

Education

University of Phoenix
Southern, CO
03.2014

Skills

  • Loan processing
  • Document verification
  • Title resolution
  • Customer communication
  • Process management
  • Mortgage compliance
  • Generating reports
  • Underwriting principles
  • Problem solving
  • Effective coaching
  • Attention to detail
  • Conflict resolution
  • Pipeline management
  • Policy adherence
  • Escrow management
  • Loan origination
  • Credit analysis
  • Title review
  • Appraisal review
  • Residential mortgage lending regulations
  • Proficient in Microsoft Office

Accomplishments

  • Received the highest award possible within the company while working for Discover financial services for my dedication to the company to help the business succeed.

Certification

  • NMLS License

Timeline

Current Position: Home Equity Loan Processor

Discover Financial Services, DFS
02.2025 - Current

​Home Equity Subject Matter Expert

Discover Financial Services, DFS
03.2022 - 02.2025

​Home Equity Loan Officer

Discover Financial Services, DFS
02.2019 - 03.2022

​Senior Personal Loans Officer

Discover Financial Services, DFS
05.2014 - 02.2019

Collections Account Manager

Discover Financial Services, DFS
02.2012 - 05.2014

​Customer Service Representative

Current Usa
03.2011 - 01.2012

University of Phoenix

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Steven Tennant