Tamara Dutra

Contributed to the success of the organization and sales distribution site by effectively using sales techniques and processes to convert prospective owners into purchasers on their first visit to the club, as well as reload Owners. Develop relationships with prospective owners by soliciting and following up on referrals and leads. Cater the sales experience to the individual needs and preferences of each potential owner, and follow through with the sales contract process to ensure that all required paperwork and legally required documents are completed accurately and in a timely manner efficiently. Maintain the customer relationship after the sale is complete to ensure continued owner satisfaction with the organization and to develop future business opportunities

As a Senior Mortgage Loan Consultant I:

• Maintained open communication with old clients to cement relationships, drive referrals and obtain repeat business.
• Managed communications as central point of contact for entire lending process.
• Generated numerous valuable leads through outbound phone calls to local consumers and businesses.
• Handled paperwork and moved between customers and lending institutions to smoothly resolve any concerns.
• Reviewed customer applications closely to identify any opportunities for further development and revenue.
• Educated customers about All loan options, benefits and restrictions.
• Worked with processing department to successfully submit and finalize applications for All loans.
• Consulted with customers using positive communication and active listening skills, offering sound feedback and answering critical questions with effective solutions.
• Originated, reviewed, processed, closed and administered customer loan proposals.
• Submitted loan applications to underwriter for verification and recommendations.
• Maintained strict confidentiality of bank records and client information.
• Recommended loan approvals and denials based on customer loan application reviews.
• Advised clients on mortgage, education and personal loans.
• Reviewed and edited loan agreements to promote efficiency and accuracy.
• Built positive relationships with customers by offering best financing and product options for All loans.

As The Client Care Manager my job was to:

fully immerse with the client, helping them thru the process as well as maintaining the relationship after closing and I was the main point of contact for the clients we served, helping to make the overall experience a “referable one”.

I was at all times professional in written & verbal communication & appearance, when client facing, with a genuine concern for the team & all clients through embodiment of the Swanson Lending mission, purpose, and vision.

As the CCM I understood that my role was to provide quality and efficient work through the duties of my job to allow myself & other team members to request new referrals for business while retaining our current clients.

I recognized the importance as the main point of contact and communicator with our clients and team members.

Summary of Job:

The job involves collaboration as a loan officer/with the loan officer(s) / team members to achieve a successful closing of a loan transaction. The main areas of achieving this:

· Reviewing the loan disclosures, including LE and CD, with client by phone or email

· Gather any documents or missing information to finalize the loan transaction

· Help processor collect items and deal with lender, underwriter, AE, etc. to get the results we need to get the loan closed efficiently.

· Client “go to person” from I.D. to post close, holding their hand and helping to make the process as easy and painless as possible, making it a “referable experience”

· At the beginning review all loan details with the client to ensure ALL parties are on the same page and all information is correct and noted so there are no blind sides at the end.

· Manage processing pipeline efficiently ensuring loans are moving thru as quickly and smoothly as possible and getting them to funding

· Help to manage in process pipeline to get new clients “ready to go”

· Work Site is remote with as needed on site meetings

· General Working Hours: Mon – Fri 8-5

· extended hours as needed including evenings and weekends to accommodate clients needs.

Job Responsibilities & Duties include but not limited to:

· Sales Calls – proactive -getting new loans into the pipeline via database calls

o Minimum 2 per day

o List is managed in salesforce & results of call are to be logged in as they occur or no later than end of business day

o Ask for referrals

· Processor Huddle

o Weekly call with processor

o Review Du results after coordination

o Review current pipeline & funding goal

· Salesforce – CRM Database / Tracking System

o Utilize KPI reports

o Review with Loan Coordinator

o Manage locks and lock extensions of all loans in pipeline submitted

· Post-Closing Responsibilities

o Arrange closing gift to be sent

o Call client to follow up on receipt

o Ask for referrals

o Manage issues/concerns/questions after closing the client might have or need help with

· Weekly and/or monthly video meetings

Qualifications

§ Basic clerical and computer skills

§ A friendly and outgoing personality with an emphasis on teamwork with all team members at Swanson Lending

§ Experience in the mortgage industry and being NMLS and DRE licensed a must

§ Enjoys fast-paced working environment – ability to “multi-task”

§ Has good math skills

§ Has basic computer experience; ability to learn various mortgage software for entering loans, pricing loans, and front-end loan processing

§ Demonstrates and utilizes courteous communication skills written and verbal

§ Goal oriented and motivated

§ Good people skills

• Explained different types of loans pertaining to client situations.
• Worked with underwriters to fix application problems and resolve issues.
• Reviewed loan files and updated to match current standards.
• Oversaw scheduling of timely loan closing to satisfy home builder and borrower needs.
• Fielded customer complaints and provided solutions.
• Implemented sales strategies that established relationships with realtors and CPAs.
• Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
• Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
• Monitored pipelines to track and log status of loans.
• Proactively identified solutions for customers experiencing credit issues.
• Explained very technical financial information to applicants in easy to understand language.
• Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
• Supervised loan personnel and motivated to maintain customer service and performance standards.

• Managed and Ran the entire club, all areas including Sales, Training, Fitness, Front Desk and Maintenance-
• Recruited, hired and trained to develop high-performing staff.
• Assigned work to staff, set schedules and motivated strong performance in key areas-specifically overseeing sales-ensuring we were not only hitting but exceeding all monthly goals given.
• Raised club traffic and brand reach with innovative online promotions.
• Increased staff performance and engagement via motivational leadership.
• Planned, organized and coordinated special events and celebrations.
• Implemented new concepts to maximize profitability.
• Managed marketing efforts by driving awareness and training staff on promotions.
• Maintained consistent accountability for direct reports by training and coaching.
• Delivered savings by negotiating cost-effective contracts with vendors.
• Met planned profit objectives through technological improvements and productivity enhancements.
• Restored customer loyalty by resolving complaints with workers, activities or services rendered.
• Inspected equipment and facilities for signs of wear or damage impacting safety.
• Established vendor relationships to access timely services in support of events.

• Managed and Ran the entire club, all areas including Sales, Training, Fitness, Front Desk and Maintenance-
• Recruited, hired and trained to develop high-performing staff.
• Assigned work to staff, set schedules and motivated strong performance in key areas-specifically overseeing sales-ensuring we were not only hitting but exceeding all monthly goals given.
• Raised club traffic and brand reach with innovative online promotions.
• Increased staff performance and engagement via motivational leadership.
• Implemented new concepts to maximize profitability.
• Managed marketing efforts by driving awareness and training staff on promotions.
• Maintained consistent accountability for direct reports by training and coaching.
• Delivered savings by negotiating cost-effective contracts with vendors.
• Met planned profit objectives through technological improvements and productivity enhancements.
• Assigned work to staff, set schedules and motivated strong performance in key areas.
• Restored customer loyalty by resolving complaints with workers, activities or services rendered.
• Inspected equipment and facilities for signs of wear or damage impacting safety.
• Established vendor relationships to access timely services in support of events.
• Improved recreational programming based on feedback from customers and employees.