Summary
Overview
Work History
Education
Skills
Timeline
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Teresa Mendenhall-Stillman

Cottontown,TN

Summary

Career Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Talented leader with proven track record of providing financial services to clients while managing complex loan transactions. Possesses deep understanding of collections, credit analysis, loan origination and closing. Offers great time management and task prioritization skills. Highly skilled leader with expertise in data accuracy and security. Hardworking professional with over 20+years of assisting clients, staff and organization.

Offers great time management and task prioritization skills. Knowledgeable in all credit procedures. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

27
27
years of professional experience

Work History

Mortgage Loan Advisor

Acopia Home Loans
01.2021 - Current
  • Licensed to provide mortgage services for State of Tennessee and Kentucky
  • Providing mortgage loan advice and products to realtors and their clients
  • Building relationships with realtors to refer their clients for mortgage financing
  • Providing realtors with resources to help their clients to obtain homeownership.
  • Partnering with realtors to offer seamless home buying experience for their clients
  • Working with realtors to help their clients find mortgage for their needs
  • Provide first-time homebuyers education classes to realtors and their clients
  • Attend real estate industry events, such as open houses, conferences, and networking events
  • Utilize CRM (Customer Relationship Management) system to tract past buyers and their birthdays and home anniversaries
  • Maintain open and regular communication with sellers, buyers, and their agents throughout home buying process
  • Ensure that closing transaction is completed smoothly and on time.
  • Evaluated loan requests and documents to verify accuracy and completeness
  • Processed loan applications and monitored progress from start to finish
  • Assisted customers with completing loan applications and other paperwork
  • Monitored pipelines to track and log status of loans
  • Explained very technical financial information to applicants in easy to understand language
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans
  • Analyzed potential risks and evaluated loan products to identify suitable options for customers
  • Approved loan applications based on customer creditworthiness and provided detailed financial advice
  • Proactively identified solutions for customers experiencing credit issues
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
  • Developed and maintained relationships with customers, lenders and other third parties
  • Identified opportunities to cross-sell and upsell loan products to customers

Mortgage Loan Advisor

Accurate Mortgage Group
08.2020 - 12.2020
  • Provided administrative support to Senior Mortgage Loan Advisor, including making initial contact with borrowers, gathering financial information, and preparing applications for review and approval
  • Manage database of potential borrowers and prioritized them based on their likelihood of qualifying for loan.
  • Utilized dialer system to make and track outgoing calls and text messages and maintained database of potential borrowers in organized and efficient manner
  • Negotiated loan terms with borrowers, evaluated their financial information, and while providing excellent customer service.
  • Developed and maintained relationships with customers, lenders and other third parties
  • Evaluated loan requests and documents to verify accuracy and completeness
  • Processed loan applications and monitored progress from start to finish
  • Assisted customers with completing loan applications and other paperwork
  • Monitored pipelines to track and log status of loans
  • Explained very technical financial information to applicants in easy to understand language
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans
  • Analyzed potential risks and evaluated loan products to identify suitable options for customers

Sr Director of Operations, Frontline

Mid-South Adjustment Co., Inc
06.2019 - 06.2020
  • Collections
  • Provided start-up support for Mid-South Adjustment Co., HUB zone certified sub- contractor for Coast Professionals Inc
  • Reported directly to owner of Mid-South Adjustment Co
  • And provided insights, feedback, and areas of opportunity for future growth
  • Provided ongoing training to current management and staff on collection systems and workflows created by Coast Professionals Inc
  • Maintained compliance with all applicable regulations by providing additional training to collection team
  • Ensured collection team were meeting performance goals by providing regular feedback and coaching
  • Managed 50 full-time employees with anticipated plans for growth of up to 200 full-time employees
  • Worked with local community organizations to identify and recruit qualified candidates
  • Managed and organized inventory, prepared logic for POOL(s) assignment using Artivia System
  • Set daily strategies for collection team
  • Monitored daily, weekly, and monthly production progress
  • Identified and addressed any areas of improvement
  • Provided feedback to collection team through account audits, skip tracing methods, negotiating, and closing skills
  • Coached management team on leadership skills, report analysis, inventory flow, skip tracing methods, Coast Professionals Inc expectations, and Department of Education requirements
  • Work closely with trainer to assist with their growth with having a better understanding of all programs and expectations to include Compliance, Collections, Rehabilitation
  • Account Resolutions, Administrative Wage Garnishment, Consolidation programs and knowledge of FDCPA and Privacy Acts
  • Obtained necessary clearance to work on future business for United States Department of Treasury.

SR Director of ED Operations

Windham Professionals Inc
02.2011 - 10.2013
  • Responsible for leadership, motivation, and retention for existing site consisting of 350 employees for Department of Education collection units; units consist of ED
  • Frontline Collections, ED Administrative Wage Garnishment and Cash/Consolidation
  • Provided training to Windham’s sub-contractors on client’s policies and procedures and provided training to Windham’s staff on sub-contractor’s processes
  • Opened satellite office located in Alcoa, TN to support collection and servicing of Department of Education.
  • Managed and developed team of 24 Managers and 3 SR Managers.
  • Ensured that Account Specialist was trained in proper collection, compliance and skip tracking techniques
  • Provided coaching and feedback to all staff to attain group’s assigned collection goals and objectives
  • Assigned monthly goals, assigned contract inventory, phone/dialer strategies and monitored team production
  • Awarded 24-month contract extension for outstanding performance and recognized as one of top 5 contractors out of 22
  • Competitive Performance and Continuous Surveillance (CPCS), we achieved first place for CPCS in December 2013, received recognition from client for outstanding performance.

Director of Operations

The CBE Group Inc
01.2005 - 01.2007
  • Overseen Frontline Collections, Administrative Wage Garnishment, Litigations and account servicing departments.
  • Assisted CBE Group with their achievement of receiving Department of Education's first place contactor in quarter of 2008
  • Created work flows to assist with CBE Groups performance with Administrative Wage Garnishment department
  • Assisted on operational team for developing and programming for United States Department of Treasury ;Department's Financial Management Services Debt Collection Contract (FMSDCC)
  • Participant on operational team that converted older collections software to upgraded software.
  • Managed staff of 120 collectors including all frontline collections and Administrative Wage Garnishment.
  • Hired and assisted with training qualified candidates.
  • Managed inventory, strategic dialer systems while monitoring daily and weekly progress, with key performance indicators.
  • Provided feedback to immediate management team from analysis of reports, to call stats from dialer to inventory flow, to skip tracing methods, to client requirements, and FDCPA laws and Privacy Acts
  • Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity
  • Developed systems and procedures to improve operational quality and team efficiency
  • Collaborated with senior management to develop and execute long-term corporate goals and objectives
  • Analyzed business operations and implemented strategies to improve operational cohesiveness
  • Monitored budget and utilized operational resources
  • Achieved team goals through formalized training plans, coaching, and performance management
  • Mentored and coached team members to foster productive and engaging work environment
  • Established and monitored quality assurance standards to achieve operational excellence
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality
  • Monitored office workflow and administrative processes to keep operations running smoothly
  • Monitored and coordinated workflows to optimize resources
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
  • Trained and guided team members to maintain high productivity and performance metrics
  • Assisted in recruiting, hiring and training of team members
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness

Assistant Manager

GC Services, Limited Partnership
01.1997 - 01.2005
  • Team member for one of largest contact center service providers in United States, with multiple offices strategically located domestically and one international location in Manila, Philippines
  • Worked directly with Senior Management team to achieve Department of Education Contract Award 2004.
  • Part of Operations team with direct development of new collections software, conversation
  • Implemented automation for data sharing between GC Services system and Department of Education system
  • Hired and trained new staff and manager trainees
  • Monitored client compliance, including FDCPA laws and Privacy Act for numerous departments
  • Traveled and represented GC Services for training sessions offered by Department of Education staff and officials.
  • Experience includes managing multiple contracts for Department of Education including ;Educational Credit Management Corporation (ECMC), Nebraska Student Loan Program (NSLP), Texas Guaranteed Student Loans Corporation, Discover Card Services, AT&T Wireless and Citibank/Sears MasterCard as a predominately early-out skip client

Education

Some College (No Degree) - Computer Programming

Ridge Vocational Technical Center
Winter Haven, FL

Skills

  • Leadership
  • Decision-Making
  • Strong verbal and written communication
  • Solution Planning
  • Government Lending
  • Electronic Systems
  • Cultural Awareness
  • Training and Development
  • Teamwork and Collaboration
  • Attention to Detail

Timeline

Mortgage Loan Advisor

Acopia Home Loans
01.2021 - Current

Mortgage Loan Advisor

Accurate Mortgage Group
08.2020 - 12.2020

Sr Director of Operations, Frontline

Mid-South Adjustment Co., Inc
06.2019 - 06.2020

SR Director of ED Operations

Windham Professionals Inc
02.2011 - 10.2013

Director of Operations

The CBE Group Inc
01.2005 - 01.2007

Assistant Manager

GC Services, Limited Partnership
01.1997 - 01.2005

Some College (No Degree) - Computer Programming

Ridge Vocational Technical Center

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Teresa Mendenhall-Stillman