Toni Tempesta
Lewiston,USA
Summary
I have extensive experience in sales, customer service, productivity, problem resolution, and a commitment to company policies and goals. I am passionate about the quality of my work and customer experience. Commitment to excellence, strong work ethics, and interpersonal skills.
Overview
14
14
years of professional experience
Work History
Associate
SDR Co
Sabattus, ME
08.2023 - Current
Processing Manager, Mortgage Operations
TD Bank
Lewiston, ME
03.2021 - 05.2023
- Manage a team of loan processors who support Consumer Direct mortgage applications from conditional approval through closing.
- Collaborate with sales and operations teams to ensure a healthy loan pipeline.
- Streamlined processing workflows to enhance operational efficiency and reduce turnaround time.
- Developed training programs for new staff, fostering skill development and knowledge retention.
- Analyzed performance metrics to identify areas for continuous improvement.
- Create daily reporting to ensure adherence to for borrower contacts and key milestone movement in the application process.
- Resolve any escalations or delays that arise in the application process.
- Maintain an excellent knowledge of a variety of mortgage products to ensure quality mortgage application submission to our team.
- Maintain excellent knowledge of the processing, underwriting, and closing process for a variety of loan programs.
Capabilities Manager, Home Lending
TD Bank
Auburn, ME
10.2018 - 03.2021
- Responsible or all onboarding and training activities for new Loan Officers and Sales Managers.
- Created training content for continued sales training, regulatory changes, and technology changes.
- Collaborate with legal and governance partners for maintaining and creating training content and procedures for all relevant regulations pertaining to mortgage origination.
- Ensured compliance with industry regulations through effective training strategies.
- Communicated regularly with senior management regarding progress on key performance indicators related to employee development.
- Utilized various learning platforms, such as e-learning and workshops, to deliver training efficiently.
Home Lending Officer, Consumer Direct Lending
TD Bank
Auburn, ME
06.2015 - 10.2018
- Provide guidance to clients on selecting best mortgage and home equity products based on their individual needs and goals.
- Originate and manage a diverse portfolio of products including government loans, construction, wealth, conventional and home equity loans.
- Maintain thorough knowledge of lending programs, policies, procedures, and regulatory requirements.
- Collaborate with internal teams such as processing, underwriting, and closing.
- Respond to inbound calls, while managing outbound calls for web leads and retail referrals.
- Utilized customer relationship management CRM systems to manage client information efficiently.
- Mentored junior lending officers on best practices in client engagement and loan processing efficiency.
Banking Specialist III, Retail Service Support
TD Bank
Auburn, ME
10.2013 - 06.2015
- Handle TD store employee inquiries regarding customers' accounts, branch procedures, and balancing issues.
- Provide excellent customer service whether speaking to internal store or contact center employees, as well as customers of TD Bank.
- Handle all inquiries in a timely manner without sacrificing quality or service while still meeting efficiency goals.
- Assisting with new hires with shadowing and reverse shadowing.
Banking Specialist II, Loan Servicing
TD Bank
Auburn, ME
09.2012 - 10.2013
- Responsible for resolving customer and employee inquires in regards to existing consumer loans, mortgage accounts, and commercial loans.
- Assist with basic inquires for commercial loan accounts.
- Handle all inquiries in a timely manner to meet all efficiency goals, while providing excellent service.
- Assist with the on boarding process for new hires by shadowing and reverse shadowing.
Banking Specialist I
TD Bank
Auburn, ME
03.2012 - 09.2012
- Respond to customer questions and inquires in a timely manner while providing excellent customer service.
- Build existing customer relationships through offering products and services to meet customer needs, while meeting an aggressive sales goal.
Skills
- Communication
- Process & Procedure
- Time Management
- Problem Resolution
- Customer Service
- New Hire Coaching
- Team Building
- Quality Metrics
- Career Development
Timeline
Associate
SDR Co
08.2023 - Current
Processing Manager, Mortgage Operations
TD Bank
03.2021 - 05.2023
Capabilities Manager, Home Lending
TD Bank
10.2018 - 03.2021
Home Lending Officer, Consumer Direct Lending
TD Bank
06.2015 - 10.2018
Banking Specialist III, Retail Service Support
TD Bank
10.2013 - 06.2015
Banking Specialist II, Loan Servicing
TD Bank
09.2012 - 10.2013
Banking Specialist I
TD Bank
03.2012 - 09.2012