Thomas J. Riley
Bradenton,FL
Summary
Results-driven Customer Success and Senior Mortgage Loan Officer with over 12 years of experience in client-facing roles, building and nurturing long-term relationships, and delivering strategic solutions to meet customer needs. Highly skilled in consultative sales, client education and training, problem resolution, and managing a dedicated book of business to ensure client success. Adept at working cross-functionally to drive business growth and customer satisfaction. Seeking a position where I can leverage my relationship-building expertise, problem-solving skills, and attention to detail to help customers achieve their goals and enhance their business outcomes. I have applied these skills across various industries including software, power generation and financial services demonstrating my ability to adapt to different customer types and market dynamics.
Overview
24
24
years of professional experience
Work History
Senior Mortgage Loan Officer
Lakeview Loan Servicing
Coral Gables, FL
09.2024 - Current
- Develop and maintain strong client relationships with a diverse customer base, ensuring client needs are consistently met while providing tailored financial solutions resulting in the company's highest profitability per loan officer
- Work with clients to identify and address their financial challenges, delivering appropriate mortgage products and services to support homeownership goals
- Manage a high-volume portfolio with the ability to multitask, ensuring timely follow-ups and managing multiple client accounts concurrently
- Provide comprehensive customer service, from initial loan consultation to post-closure support, ensuring a seamless experience
- Collaborate with internal teams to resolve customer inquiries, ensuring customer satisfaction and timely issue resolution
- Monitor customer progress and satisfaction to identify risks and ensure loan performance proactively
Senior Mortgage Loan Officer
New American Funding
Charlotte, NC
02.2024 - 09.2024
- Built strong relationships with existing and potential clients, providing strategic guidance to ensure customers received the best loan solutions based on their needs and financial situation, resulting in an average monthly sales volume of $2,000,000
- Engaged in detailed discussions with clients, resolving issues, providing educational resources, and offering solutions to ensure long-term satisfaction and retention
- Led the implementation of loan products such as FHA, VA, and conventional loans, guiding customers through complex financial processes
- Identified opportunities for up-selling additional services, ensuring customers received maximum value and driving company revenue growth
- Monitored customer accounts and proactively recommended refinancing opportunities based on changing market conditions
- Collaborated with teams across the company to expedite loan approval processes and deliver exceptional customer service
Senior Mortgage Loan Officer
SoFi National Association
Charlotte, NC
10.2017 - 02.2024
- Developed and maintained relationships with clients, providing consistent updates and managing their loan portfolios effectively resulting in 50% referral retention rate and average loan volume of $40,000,000 annually
- Delivered excellent customer service, answering questions, resolving concerns, and offering proactive solutions to meet financial goals
- Facilitated loan origination and provided advice on financial products and services, helping clients navigate the mortgage process with ease
- Ensured compliance with all financial regulations, reducing risk while maintaining customer satisfaction
Mortgage Loan Officer
PNC Financial Services Group
Charlotte, NC
07.2016 - 10.2017
- Built and nurtured a network of referral sources, helping customers find the best loan options while managing a steady flow of inbound leads resulting in average loan volume of $2,000,000 per month
- Utilized consultative selling techniques to understand customer needs and recommend personalized loan products, driving customer satisfaction and retention
- Communicated with clients to ensure understanding of loan processes and product options, offering tailored solutions for their unique situations
Home Mortgage Consultant
Wells Fargo Home Mortgage
Charlotte, North Carolina
09.2012 - 06.2016
- Informed prospective and existing customers of WFHM programs, rates, policies, underwriting requirements, and loan procedures resulting in average monthly loan volume of $5,000,000
- Persistently developed and maintained a network of professional relationships both inside and outside Wells Fargo that served as a frequent source of referrals for new mortgage lending opportunities
- Analyzed detailed financial and credit data, matching customer needs with an appropriate loan program and level of risk
- Received customer applications, quoted the rate and points, and completed follow-up activities with the registration lock-in
- Developed and maintained a high degree of visibility for WFHM in the marketplace
Web Sales Regional Account Manager
Fleetmatics
Charlotte, NC
03.2012 - 09.2012
Senior Inside Sales Consultant
Red Ventures
Indian Land, SC
10.2010 - 03.2012
Inside Sales Representative
General Electric Corporation
Charlotte, NC
03.2010 - 10.2010
Sales Associate
Adams Homes
Charlotte, NC
10.2009 - 03.2010
Neighborhood Representative
Shea Homes
Charlotte, NC
03.2007 - 11.2008
Marketing Analyst
Duke Energy Corporation
Charlotte, NC
09.2000 - 02.2007
Education
Bachelor of Arts -
SUNY College at Oswego
Oswego, New YorkSkills
- Client Relationship Management
- Cultivating Referral Business
- Problem Solving & Issue Resolution
- Consultative Sales Approach
- Negotiation & Conflict Resolution
- Risk Mitigation & Account Retention
- Customer Health Monitoring
- Effective Communication
- Cross-Functional Collaboration
- Project Management & Coordination
- Financial Analysis & Reporting
- Presentation & Client Engagement
- SaaS & Marketing Automation
- Software Adoption & Optimization
- Customer Onboarding & Training
- Customer Satisfaction & Retention
- Email Marketing Knowledge
Accomplishments
- Presidents Club 2022 – Recognized for exceptional sales performance and customer satisfaction.
- Consistently exceeded sales targets while maintaining strong, lasting relationships with clients.
Timeline
Senior Mortgage Loan Officer
Lakeview Loan Servicing
09.2024 - Current
Senior Mortgage Loan Officer
New American Funding
02.2024 - 09.2024
Senior Mortgage Loan Officer
SoFi National Association
10.2017 - 02.2024
Mortgage Loan Officer
PNC Financial Services Group
07.2016 - 10.2017
Home Mortgage Consultant
Wells Fargo Home Mortgage
09.2012 - 06.2016
Web Sales Regional Account Manager
Fleetmatics
03.2012 - 09.2012
Senior Inside Sales Consultant
Red Ventures
10.2010 - 03.2012
Inside Sales Representative
General Electric Corporation
03.2010 - 10.2010
Sales Associate
Adams Homes
10.2009 - 03.2010
Neighborhood Representative
Shea Homes
03.2007 - 11.2008
Marketing Analyst
Duke Energy Corporation
09.2000 - 02.2007
Bachelor of Arts -
SUNY College at Oswego
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