Donna Brown 720-***-****

Remote Colorado ad2f6a@r.postjobfree.com

LinkedIn

Highly Regarded Account Manager/Customer Success Leader - Broad business and technical knowledge in the mortgage/financial services/banking industry with transferable skills to any vertical. Builds winning customer relationships, retention, and loyalty from initial contact and supports through delivery and training exceeding expectations, KPIs and SLAs. Innate ability to uncover client needs and recommend programs, products, services, and solutions for maximum impact. Employs meticulous attention to detail to devise highly confidential and detailed/complex legal documentation ensuring compliance with strict federal/state laws, regulations, working on stringent deadlines. Proficiently audits and conducts in-depth analysis of critical financial documents for comprehensive details, data completion and information accuracy. Excellent communication skills to accommodate diverse personalities ensuring successful adoption of services and products. Streamlines processes, increasing efficiency, reducing costs, and driving profitability while enhancing the customer experience. Adept at collaborating cross-functionally across the organization to seamlessly expedite deliverables. Intuitive mindset, active listener and problem solver who is adept in troubleshooting, responding to and rapidly resolving issues and challenges in high pressure situations with an exceptional degree of professionalism and tact.

Areas of Expertise

Account Management

Customer Success

Compliance/Quality Control

Client Relations/Retention

Data Analysis

Internal/External Communications

Customer Training/Onboarding

Strict Deadlines

Documentation/Reporting

Cross-Team Collaboration

KPIs/SLAs

Technology Systems

Professional Experience

Quontic Bank 2021 – 2023

Account Management Assistant- Customer Success Lead

Served as point-of-contact managing ~20 key client accounts simultaneously, guiding the end-to-end customer journey.

Onboarded, granted sign on/access, and trained on system/website/portal best practices. Responded to technical inquiries and provided issue resolution.

Developed strong relationships to achieve the highest level of customer excellence delivering consistent quality.

Managed customer accounts/files. Served as liaison between customers, cross functional teams, and managers.

Meticulously reviewed and verified documentation/data for accuracy, reported status, and troubleshot/resolved issues.

Defined client needs and qualifications. Researched and ascertained appropriate programs and solutions to meet customer needs.

Facilitated customer training for new/existing clients on programs, policies, and processes.

Partnered with account executives to conduct marketing/training webinars and manage email marketing lists.

Integral in managing annual renewal follow-ups to ensure client retention and increase revenue opportunities.

Key contributor to seamlessly managing accounts that resulted in ~50 closed monthly transactions.

Lenderselect Mortgage Group 2020 – 2021

Account Manager/Customer Success Lead/Compliance Analyst

Managed up to15 customer accounts across multiple states. Constantly ensured timely execution of all tasks, processes, and deliverables working with cross functional teams.

Promoted customer excellence and fostered strong relationships while managing a high volume of transactions.

Scrupulously prepared/submitted complex federal/state documents and ensured compliance.

Interpreted documentation to ensure full comprehension by customers to optimize their experience.

Coached and educated brokers on legal requirements to streamline delivery of key initiatives.

Instrumental in delivering exceptional customer experiences that resulted in closing ~40 loans per week.

Metasource 2019 – 2020

Quality Control/Auditor/Account Manager

Audited multiple accounts to ensure compliance. Uncovered discrepancies and ensured precise accuracy on loan documentation.

Meticulously calculated income to confirm loan type and qualification and made expert recommendations.

Continuously updated knowledge to align with strict industry processes including; regulatory amendments and agency guidelines.

Fairway Independent Mortgage, 2017 – 2018

Account Manager/Customer Success Lead/Loan Processor

Right hand to leader with robust pipeline of new business. Managed up to 50 accounts simultaneously.

Constantly ensured adherence to regulatory and company compliance, underwriting guidelines, lending-program requirements and TRID.

Performed risk management by reviewing key customer transactions for suspicious activity with meticulous attention to detail.

Conceptualized creative programs and aligned customer needs with appropriate programs ensuring timely completion of applications.

Entrusted to review confidential information. Verified client finances including; income, credit reports, employment histories.

Coordinated property appraisals, title insurance information and prepared loan applications for underwriting submittal.

Partnered with customers for seamless end-to-end execution through the process to optimize the customer experience. Closed ~30 loans per month.

Bank of England, Evolve Bank & Trust 2014 – 2017

Account Manager/Customer Success Lead/Loan Processor

Managed ~20 accounts and client files with a high degree of accuracy.

Communicated and fostered strong relationships with customers to gather confidential information. Consistently ensured exceptional satisfaction.

Collaborated with cross-functional teams, to guarantee timely delivery of key initiatives in alignment with customer needs.

Previous Experience

Citywide Banks – Mortgage Division Prior to 2014

Loan Processor

Affiliated Financial Group (A Division of Goldwater Bank NA)

Loan Processor

US Bank Mortgage

Loan Officer Assistant

Education

Coursework towards Bachelor’s Degree

Metropolitan State College Denver, CO

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