Susan Shepherd
Groton,CT
Summary
Dedicated Customer Service Representative with expertise in mortgage and consumer lending. Focused on enhancing customer satisfaction and driving company success through relationship building and process optimization. Skilled in fostering partnerships and delivering results in fast-paced environments.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Mortgage Loan Officer
Charter Oak Federal Credit Union
Waterford, Connecticut
05.2020 - Current
- Processed loan applications and verified borrower information to ensure timely approvals.
- Guided clients on loan options and terms, enabling informed financial decisions.
- Collaborated with underwriters to ensure compliance with lending regulations.
- Educated clients on the mortgage process and requirements thoroughly.
- Assessed mortgage needs and preferences through client consultations to tailor suitable loan options.
Member Service Representative
Charter Oak Federal Credit Union
Pawcatuck, USA
05.2018 - 05.2020
- Offered exceptional customer service to differentiate and promote company brand.
- Maintained in-depth knowledge of product options and sales promotions to enhance customer service.
- Resolved account problems and guided members through internal systems for efficient handling of routine needs.
- Handled approximately 10 calls each day, including new sign-ups, service cancellations and cross-selling opportunities.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted in maintaining accurate records by verifying and updating member account information.
- Cross-trained in different internal databases and service positions to help team members meet coverage demands.
- Managed customer conflicts and challenging situations calmly, developing strategic solutions through internal resources.
Mortgage Loan Officer
Norcom Mortgage
Avon, USA
10.2015 - 05.2017
- Executed loan origination process, including ordering credit reports, appraisals and preliminary title reports.
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
- Cultivated strong relationships with local real estate agents to enhance referral network and streamline loan processes.
- Provided expert financial advice on mortgage and both educational and personal loans.
- Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers.
- Guided customers through diverse loan products and credit options, empowering informed financial decisions.
- Conducted meetings with applicants to gather information for loan applications and clarify processes, ensuring a smooth application experience.
Loan Officer
Prospect Mortgage
Niantic, USA
11.2013 - 10.2015
- Executed loan origination process by coordinating credit report orders, appraisals, and preliminary title reports.
- Analyzed financial status, credit, and property evaluations to assess loan feasibility for applicants.
- Consulted with applicants to gather information for loan applications and clarify processes.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
Partner/Owner
The Diamond Mortgage Group LLC
Niantic, USA
06.1998 - 11.2013
- Led startup and opening of the mortgage origination business and provided business development, creation of operational procedures and workflow planning.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Developed and coordinated teams for development, construction, sales, and marketing initiatives.
- Promoted business on social media platforms, enhancing brand identity and driving revenue growth.
- Secured long-term accounts through strategic sales presentations that highlighted product and brand benefits.
- Participated in networking events to establish and cement community ties, B2B relationships and industry connections.
- Determined clients' immediate and future financial requirements to recommend insurance products meeting individual needs.
Loan Officer
New England Savings Bank - Citizens Bank
New London, USA
04.1988 - 06.1998
- Educated customers on loan products and credit options to facilitate informed decision-making.
- Executed loan origination process, including ordering credit reports, appraisals and preliminary title reports.
- Managed rate locks and issued disclosures, overage and underage waivers, and fee waivers to ensure compliance and customer satisfaction.
- Conducted meetings with applicants to gather information for loan applications and clarify processes.
- Adhered to all federal and state compliance guidelines relative to retail mortgage lending.
- Performed daily maintenance of loan applicant database.
Education
High School Diploma -
Robert E Fitch Senior High School
Groton, CT06-1987
Some College (No Degree) - Business
Mohegan Community College
Norwich, CTSkills
- Loan product sales
- Mortgage regulations
- Account management
- Customer relations
- Client consultation
- Business development
- Quality assurance controls
- Quality control
- Report generation
- Database maintenance
- Data evaluation
- Document management
- Customer support
Certification
Licensed with the NMLS (National Mortgage Licensing System and Registry), 06/01/08
Timeline
Mortgage Loan Officer
Charter Oak Federal Credit Union
05.2020 - Current
Member Service Representative
Charter Oak Federal Credit Union
05.2018 - 05.2020
Mortgage Loan Officer
Norcom Mortgage
10.2015 - 05.2017
Loan Officer
Prospect Mortgage
11.2013 - 10.2015
Partner/Owner
The Diamond Mortgage Group LLC
06.1998 - 11.2013
Loan Officer
New England Savings Bank - Citizens Bank
04.1988 - 06.1998
High School Diploma -
Robert E Fitch Senior High School
Some College (No Degree) - Business
Mohegan Community College