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Customer Service Manager

Location:
Gloucester City, New Jersey, United States
Posted:
February 27, 2018

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Laura A. Cassady

** **** ****** ****** • Maple Shade, NJ 08052

ac4m0q@r.postjobfree.com • 856-***-****

Senior Management Profile

Client Relationship Building / Account Management / Relocation Services / Operations

Dedicated, results-driven professional offering successful career in client relations and key account management capacities within the financial services industry. Certified Relocation Professional (CRP) well-versed in federal travel regulations, corporate relocation guidelines and current issues in global workforce mobility. Leverage proven background in mortgage loan underwriting and in-depth knowledge of conventional, FHA and VA mortgage loan underwriting guidelines. Contribute exceptional communication and interpersonal skills. Proficient with the Microsoft Office suite of applications.

Management Strengths:

Project Management

Resource Allocation

High-Impact Presentations

Client Communications

Vendor Relations

Staff Training & Development

Team Building

Policy / Procedure Development

Executive Reporting

Business Process Enhancement

Professional Experience

Freedom Mortgage – NJ

Operations Manager (May 2016- February 2018)

Cultivated relationships and managed key accounts with more than 150 private and public sector clients. Oversaw day-to-day operations of the loan processing department and managed team of 20 responsible for processing mortgage loans. Maintained relations with third-party relocation companies, and administered relocation services for client companies, with 12,000 employee relocations handled annually. Provided counsel to Human Resource Department client contacts regarding effective resource allocation strategies; performed analyses of closing costs and identified methods to save clients appraisal fees and other costs. Prepared and presented quarterly and annual account reviews to clients, including updates regarding home price appreciation, market forecasts and interest rate comparisons. Compiled weekly and monthly reports for clients on employee use of company products. Helped respond to client requests for information and proposals. Coordinated training for off-site loan officers.

Selected Contributions:

Managed accounts that consistently averaged 20-25% growth in conversions each quarter, on the number of closings versus the number of opportunities received.

Streamlined loan processing methods and reduced documentation requirements to bolster service levels, and allow the company to respond nimbly to home price depreciation and the market downturn related to sub-prime lending.

Forged strong relationships with clients through excellent communication skills and proactive follow-through; personally requested by clients to manage key accounts.

Conferred closely with department representatives to institute special financing on departure homes.

Enhanced client relationships through site visits and direct communication, maximizing business opportunities, maintaining the company’s status as preferred lender and extending other services such as direct billing of closing costs.

Introduced VIP program that resulted in 40% of corporate client transferees receiving no-appraisal and reduced-documentation loans.

Launched special financing and subsidy program to generate traffic and reduce home inventory, with 46% of clients agreeing to include the program on inventory homes up for sale.

Increased client satisfaction rating – as measured in surveys asking clients whether they would recommend the company to family and friends – from 83% to 98% over a two-month period.

JP Morgan Chase – NJ

Client Relations Manager (January 2008- February 2016)

Cultivated relationships and managed key accounts with private and public sector clients. Oversaw day-to-day operations of the loan processing and sales department. Maintained relations with third-party relocation companies, and administered relocation services for client companies. Provided counsel to Human Resource Department client contacts regarding effective resource allocation strategies; performed analyses of closing costs and identified methods to save clients appraisal fees and other costs. Prepared and presented quarterly and annual account reviews to clients, including updates regarding home price appreciation, market forecasts and interest rate comparisons. Compiled weekly and monthly reports for clients on employee use of company products. Helped respond to client requests for information and proposals.

PHH Mortgage – Mount Laurel, NJ

Advanced through increasingly responsible management capacities for one of the top 10 retail originators of residential mortgages in the United States, and one of the nation’s preferred providers of mortgage lending and relocation packages.

Client Relations Manager (2005 to 2007)

Cultivated relationships and managed key accounts with more than 150 private and public sector clients. Oversaw day-to-day operations of the loan processing department and managed team of 20 responsible for processing mortgage loans. Maintained relations with third-party relocation companies, and administered relocation services for client companies, with 12,000 employee relocations handled annually. Provided counsel to Human Resource Department client contacts regarding effective resource allocation strategies; performed analyses of closing costs and identified methods to save clients appraisal fees and other costs. Prepared and presented quarterly and annual account reviews to clients, including updates regarding home price appreciation, market forecasts and interest rate comparisons. Compiled weekly and monthly reports for clients on employee use of company products. Helped respond to client requests for information and proposals. Coordinated training for off-site loan officers.

Selected Contributions:

Managed accounts that consistently averaged 20-25% growth in conversions each quarter, on the number of closings versus the number of opportunities received.

Streamlined loan processing methods and reduced documentation requirements to bolster service levels, and allow the company to respond nimbly to home price depreciation and the market downturn related to sub-prime lending.

Forged strong relationships with clients through excellent communication skills and proactive follow-through; personally requested by clients to manage key accounts.

Conferred closely with department representatives to institute special financing on departure homes.

Enhanced client relationships through site visits and direct communication, maximizing business opportunities, maintaining the company’s status as preferred lender and extending other services such as direct billing of closing costs.

Introduced VIP program that resulted in 40% of corporate client transferees receiving no-appraisal and reduced-documentation loans.

Launched special financing and subsidy program to generate traffic and reduce home inventory, with 46% of clients agreeing to include the program on inventory homes up for sale.

Increased client satisfaction rating – as measured in surveys asking clients whether they would recommend the company to family and friends – from 83% to 98% over a two-month period.

Loan Processing Manager (1991 to 2005)

Managed team of 40 within the company’s Financial Institutions / Corporate Client business unit. Established and monitored team progress toward monthly customer service and business conversion goals. Coached, mentored and provided day-to-day support to staff members; facilitated training regarding loan processes, products and system updates for Loan Officers. Assisted Human Resources Department in recruiting new staff. Implemented disciplinary measures. Ensured quality and timely completion of projects. Prepared and analyzed daily and weekly reports regarding outbound calls completed, customer service and hold times, conversion rates and average processing times. Conferred with management in resolving service issues.

Selected Contributions:

Served on the company’s diversity committee.

Developed the Loan Processor position into two roles, with one responsible for direct client communication and one in charge of loan file underwriting.

Assisted in developing the Client Relations Manager role and revamping the loan processing department.

Gained in-depth knowledge of conventional, VA and FHA mortgage loan underwriting guidelines.

Developed special projects, including a survey to ensure company fulfillment of customer expectations.

Education and Credentials

Certified Relocation Professional (CRP)

Professional Development

Dale Carnegie Sales Training Program

Professional Association

Worldwide ERC



Contact this candidate