Customer Service Manager
Resume:
Joseph M Martin
*** *** ***** ** *West Melbourne, Fl 32904
Objective
To obtain a position where I can utilize my extensive background in finance, customer service and excellent abilities to develop a healthy relationship with customers and vendors along with my ability to work in a fast-paced and deadline-driven environment while remaining completely focused on the job.
Work History
2017- Present Mortgage Processor, Freedom Mortgage
Reviews the loan application submitted and structures the loan to accommodate the Automated Underwriting findings and/or customer’s needs. When responsible, submitting all or a portion of packages to underwriting prior to delivery with ongoing improvement in underwriting submissions, Orders and tracks all required documentation to assure processing timeframes are being met and updates system, calendars and front of loan file with status. Work with the customer, client and closing agent to resolve questions and/or problems immediately upon inquiry or receipt of documentation from the customer always providing excellent customer service to internal and external clients. Ensures customer service surveys are maintained to client’s minimum score. Submits fully processed files through automated underwriting system and submits to Underwriting Department for decision if required. Resolves issues and shows ongoing improvement in reducing issues identified by Underwriter
2014-2017 Credit Analyst, Neopost,
Analyze and evaluate request for customer’s credit, decision credit request and release orders from hold as appropriate, act as liaison between sales, order entry, and customers, proactively work to identify and resolve issues maintain appropriate documentation for monitoring work flow, complete assigned special projects as requested.
2012-2014 Customer Service Rep, Teletech
Responsible for assisting customers with order fulfillment, accepting payment, and answering questions about products, plans, and benefits as well as de-escalating customer concerns
2009-2013 Mortgage Loan Specialist 2, One Main Financial
Responsible for selling loans and insurance products, making recommendations of credit worthiness, closing the sale, recommending solutions to difficult delinquent accounts. Performed administrative tasks such as cash drawer management, answering telephones, routing typing, order supplies, keeping inventory of material that has been purchased, and pay bills. Serviced accounts, NMLS registered.
2008-2009 Office Manager, PNC
Trained and coached the staff in achieving individual and branch goals; reviewed and evaluated staff process through daily and monthly reports and weekly coaching sessions, reviewed daily overdraft reposts. Marketed NC to business informing them of the advantages of moving their accounts. Under my leadership we passed our annual audit considerable more compare to the previous audit. Was also in charge of keeping an inventory of materials that has been purchased, coordinated inventory tasks and maintained specific records of each transaction.
2001-2008 Branch Manager, Community Educators CU
Trained and coached staff in achieving individual and branch goals; reviewed and evaluated staff progress through monthly, quarterly, and annual coaching sessions. Under my leadership the branch achieved Branch of the Year for two years running, met or exceeded all loan goals for the first 22 months of operation including one month in which the branch was open only nine days due to hurricane damage; was number one in insurance sales for three consecutive years and met growth goals in spite of increased competition in the area.
I also attained underwriting authority during my tenure which included secured loans up to 75K, second mortgages up to 75K, and unsecured loans of 25K or less. As needed, I instructed staff on underwriting skills to further develop their abilities and ensure performance goals were met. I also had an intricate part in modifying the second mortgage process.
Was also in charge of keeping inventory of material that has been purchased, coordinated inventory tasks and maintained specific records of each transaction.
Personal Note
I have over 13 years experience in the finance, loan and mortgage fields.
Prior to my position as Office Manager with the third largest banking
organization in the United States, I was the Branch Manager of a local
Credit Union. During my tenure with the credit union, my branch achieved
Branch of the Year for two consecutive years and I was number one in
insurance sales for three consecutive years.
I have extensive experience in all aspects of the Finance field including
loan underwriting on secured and unsecured loans, mortgage loan processing,
deposit account sales, collections, networking, up selling and new customer
relations.
I am a self-motivated, driven professional who feels a heartfelt enjoyment
for what I do and the outcome I achieve for my customers. I gain a
welcoming comfort with all my customers who look to me not only for daily
banking needs, but also for financial guidance and support. I have a
measurable track record of achieving top numbers, bringing in new accounts,
building excellent teams and have outstanding relationships with
supervision, customers, business owners and co-workers.
I attended Sacred Heart University in Connecticut where I played Football
and I Majored in Business Administration and Accounting; I am a member of
the Bayside Networking Group and have actively volunteered in Special
Olympics.
Contact this candidate