Customer Service Sales

Courtney Friedel

**********@*****.***

**** ***** **** ******* ****: 480-***-****

Charlotte, NC 28226

A driven, results-oriented leader with a proven track record of performance in: Process improvement, customer

service, loan processing, training, leadership and establishing successful partnerships. Demonstrated ability to utilize

analytical thinking strategy, insights and team approach to drive processes and coaching improvements. Possess excellent

interpersonal skills, organized and driven to succeed and motivate associates to achieve and exceed established goals and

professional growth.

Areas of Expertise

11+ years Mortgage Experience Reporting Analytics

4+ years Processing Experience Compliance Microsoft Office Applications

Customer Service & Sales Management Data Entry Employee Training

Complaint Handling & Resolution Pipeline Management Presentations

Professional Experience

Bank of America Charlotte, NC 08/13 to

present

Home Service Specialist II Home Loans Fulfillment

• Review and analyze all documentation received to determine acceptability and compliance standards

• Ensured regulatory requirements are met in processing the approved, cancelled, and rejected loan applications

• Employ sound judgment in the processing of valid loan approvals

• Analyzed loan conditions to determine additional loan documentation

• Data input into loan origination systems

• Daily/weekly pipeline maintenance

• Conduct weekly follow-up conversations with sales staff and customers to provide loan status

• Analyzed fraud alerts and appropriate documentation to clear alerts

• Passed internal loan quality testing (SASE) allowing the clearing of underwriter conditions

• Received outstanding quality awards; no second level review of loan files sent to closing

• Schedule loan closing with outside venders

Bank of America Charlotte, NC 05/12 to

7/13

Proficiency Coach SFO FHA/NHRP Case Management Segments

• Managed Ramp to Proficiency and up-scaling of 70 associates

• Responsible for daily coaching/training on all new and existing policy, procedures, and quality scores.

• Daily review with unit manager to ensure unit/segment goals were achieved

• Facilitated Team meetings

• Reviewed associate pipelines to identify bottlenecks and escalations

• Built strong relationships between associates, team managers, and unit managers.

• Data input into a large variety of desktop and online applications to track associate quality

• Analyzed reports to identify team trends and coaching opportunities on all call monitors from the prior day.

10/11 to

Bank of America Charlotte, NC

05/12

Customer Relationship Manager SFO Case Management Segment

.

• Responsible for forming and maintaining long term customer relationships.

• Responsible for analyzing and managing large pipelines.

• Collected, analyzed, and researched customer documentation.

• Handled Complex customer escalations and client call backs

• Ability to guide the customer through all the available retention and/or liquidation processes.

• Supported Team Manager with development of associates

• Supported key Manager functions when Team Manager was out of the office to sustain productivity

• Consistently received high quality loan scores

06/09 to 10/11

MarketAlly LLC Charlotte, NC

Compliance Officer

• Ensure MarketAlly is properly registered and licensed in all appropriate states.

• Identified potential areas of compliance vulnerability and risk

• Ensure proper reporting of potential violations to regulatory agencies

• Developed/analyzed written policies, procedures, and standards of conduct

• Conducted periodic risk assessments and response plans for internal monitoring and auditing

• Reviewed marketing campaigns and promotional videos to ensure state laws and regulations

were maintained

• Devolved and coordinated educational training programs

• Analyzed customer complaints to ensure proper compliance measures were maintained

IndyMac Bank/Financial Freedom Scottsdale, AZ 07/04-

05/09

Reverse Mortgage Product Manager

• Managed loan officers in the Southwest and California regions.

• Worked closely with regional presidents to provide weekly/monthly sales goals and targets.

• Worked with sales staff (outside and inside sales) to increase reverse mortgage sales

• Created training material on all aspects of reverse mortgages.

• Regional trainer; training thousands of loan officers and IndyMac Bank/Financial Freedom across the United States

on reverse mortgages and provided continual education.

• Traveled monthly (40%) to multiple states to establish, train, enhance, and maintain IndyMac/Bank Financial

Freedom brand awareness.

• Worked closely with secondary marketing to ensure loan pricing and yield spreads were industry competitive

All references are available upon request

Contact this candidate