Dynamic banking professional with extensive experience in credit management and client relationship development, committed to delivering comprehensive financial guidance. A strong customer-centric approach enhances satisfaction and loyalty, supported by a proven track record in cross-selling banking products and effectively resolving customer concerns. Expertise in personalized financial advice significantly contributes to customer retention, while adaptability to evolving needs ensures success in client-focused environments. Proficient in financial analysis and customer engagement, equipped to drive results and cultivate lasting relationships within the industry.
Overview
16
16
years of professional experience
Work History
Relationship Banker, Leader Back Up
Bank of America
12.2022 - Current
As a relationship banker at Bank of America I meet with clients daily to assist with all their financial needs. Meeting sales driven metrics month over month.
I was appointed Financial Center Operations Champion which is responsible for ordering supplies and operations management tasks (OMP, retention, facilities maintenance request and pulling reports.) to aid financial center manger in risk mitigation. I am also responsible for cash management through cash ordering and vault custodian for the Financial Center.
I was named the Communication Champion of the financial center and acting Better Money Habits champion.
Chosen as a peer mentor to help train new to role associates and model scorecard metrics for them to be successful in day to day needs of the business
I have become a Leader backup which is a leadership role within 9 months of being employed due to the understanding of business functions by going above and beyond scorecard and risk management. as well as chosen by the Market Leader to participate in an Upskilling class to enhance my leadership skills.
I was chosen as the only Relationship Banker to participate in the opening of a brand-new financial center in New Albany IN because of my prior experience opening my home financial center.
Engaged preferred clientele by conducting weekly outbound calls to generate business in an expanding market.
Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions. Strengthened client relationships by providing personalized banking solutions and excellent customer service.
Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
Expanded client base through effective networking and referral generation, leading to increased business opportunities.
Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
Resolved customer complaints and disputes to maintain satisfaction and loyalty.
Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
Assisted customers with completing required forms for opening and closing bank accounts.
Cultivated strong customer relationships by providing tailored advice and services.
Facilitated customer transactions, including deposits, withdrawals and transfers.
Participated in ongoing professional development opportunities to remain current in industry best practices and continually improve service provision.
Conducted comprehensive financial reviews for clients, resulting in more informed decision-making and better risk management.
Analyzed customers' financial information to deliver personalized account guidance.
Adapted products and services to suit customers' changing financial circumstances.
Enhanced reputation as a trusted advisor with clients through consistent delivery of high-quality financial guidance and support.
Mortgage Loan Originator
Gateway First Bank
07.2022 - 10.2022
Primary responsibility is to bring in new business through referral partner relationships. Responsible for obtaining applications and scheduling appointments and managing calls to clients and realtors. Determining if a loan is qualified, running underwriting, obtaining and submitting documents preparing the loan for closing.
I was also responsible for conducting meetings explaining the loan process and reviewing the numbers with the client.
I was also responsible for Marketing to current and future clients by coming up with slogans and Pop by ideas for our team, helping to gain market share and business.
I was active in networking events to help bring in business as well as community events to help with business and planning events as a team.
Maintaining a database of past and current customers as well as tracking and communicating with all pipeline leads and loans in process. This also was consistent follow up routines to maintain high customer satisfaction.
Proficiency in Canva and other applications used for marketing purposes.
Worked with underwriters to fix application problems and resolve issues.
Collaborated with underwriters, processors, and other team members to resolve issues, ensuring smooth transactions for all parties involved.
Analyzed applicant financial data to determine eligibility for various loan products, tailoring recommendations based on individual needs.
Maintained up-to-date knowledge of industry regulations, changes, and trends to provide accurate advice to clients.
Provided exceptional customer service throughout the entire loan process from initial consultation to closing day.
Managed a pipeline of mortgage applications, prioritizing tasks to ensure timely closings and meet clients'' needs.
Assisted clients in understanding complex mortgage terms, facilitating informed decisions about their financing options.
Loan Officer Assistant II/ Executive Assistant
Primary Residential Mortgage
12.2017 - 06.2021
Responsible for obtaining applications and scheduling appointments, as well as managing calls to clients and realtors. Determining if a loan is qualified, running underwriting, obtaining and submitting documents. I was responsible for all office duties, filing, answering phones, and responding to emails. I was also responsible for helping organize events, booking travel, scheduling, meetings and all HR things that needed to be sent to corporate. Reimbursements were done monthly in which I would reconcile receipts with bank statements.
I was responsible for conducting meetings explaining the loan process and reviewing the numbers with the client.
Locking the loan and making sure that there is everything that is needed for processing and underwriting and demonstrating advanced product knowledge.
Discussing loan terms and details of the loans
Attending closings and ordering closing gifts for clients as well as organizing and planning events for clients and referral partners.
Also responsible for making outbound calls to help bring in business during the slower seasons.
Coordinated with loan officers to optimize the pre-approval process, resulting in a smoother overall experience for clients.
Answered inquiries and provided superior customer service to clients.
Communicated with customers daily to request information and complete paperwork.
Reduced processing time by maintaining an organized system for tracking outstanding documents and followups.
Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
Provided comprehensive administrative support to Loan Officers so they could focus on building relationships with clients and generating new business opportunities.
Set up files using loan officer checklist and submitted on-time for processing.
Trainer/ auditor
Kroll Factual Data
02.2010 - 11.2012
I was responsible for training all mortgage customer service representatives. This included teaching them how to use the computer system, fax machines and phone systems as well as specific processes. I a refresher training for those agents that were no longer new hires. Maintaining day to day business processes and functions.
I had to work closely with members of management to give feedback to employees about their work, which included the quality and quantity of work that they were completing.
I was also responsible for auditing the quality of the work that the mortgage department was putting out and sending feedback to each of the representatives about their errors via email.
I was able to manage 15 new hires at a time on average and make sure that they were all completing the number of files needed per day. This gave me the opportunity of work on both the supervisor role and the CSR role. I maintained files on the new hires and filed other training materials so that the other trainers could access it.
Mentored new hires, resulting in stronger staff development and increased productivity.
Provided one-on-one mentoring to help individuals reach their full potential within the organization.
Education
Associate of Science -
Aims Community College
Greeley, CO
Skills
Relationship building and management
Customer Service-oriented
Sales expertise
Cash handling
Creative thinking
Cross-selling products
Loans
Loan origination
Credit assessment
Multitasking Abilities
Teller background
Organizational skills
Affiliations
Currently involved in our Junior Achievement opportunities also better money habits champion
Member of the GARA (Greeley Area Realtors Association)
Currently a member of Leadership, Education, Advocacy and Development for Women
Involvement in Military Support and Assistance Group