Call Center Continuous Improvement
Resume:
Richard J.
Rodriguez
ad5twb@r.postjobfree.com
NMLSR # 339832
Skills
AREAS OF EXPERTISE
Residential real
estate loan
originations,
credit and income
analysis, pipeline
management,
prospecting both
in person and
telemarketing.
LANGUAGES
Fluent in English,
Spanish and
French
INTERPERSONAL SKILLS
Ability to work
under pressure,
strong
communicator and
account service
excellence.
Team player, with
effective leadership
skills and ability to
work independently
TECHNOLOGY
Microsoft Office,
Calyx, Salesforce
CRM and
Encompass
systems, Reverse
Vision.
AFFILIATIONS
Florida
Association of
Mortgage
Professionals
Driven finance and banking professional with almost 20 years of experience in various loan originations, structuring, processing Conventional, FHA (both forward and HECM), VA and Non QM. Bringing forth a track record of increasing client satisfaction ratings, while working in accordance with all industry policies and procedures. Innovative problem solver with advanced knowledge of creative investment strategies that is dedicated to continuous improvement. Experience:
08/31/2023- Present :US Mortgage Lenders LLC- MortgageLoan Originator - Licensed in Fl & Approved in South Carolina
Merchant One Financial
Licensed Mortgage Loan Originator (339832) State of Florida
● Originating refinances, purchases, HECM’s (Home Equity Conversion Mortgages) within a call center environment, with various leads provided.
● Providing the benefits of HECM’s to senior citizens on multiple levels, such as home improvement and enhancements, debt consolidations, additional savings, and investments.
● Analyzing residual income through financial analysis on taxes, homeowners insurance, crredit cards and home maintenance.
● Firm believer in the HECM program as more baby boomers are reaching the age of 62 and an estimated 25 million will rely on Social Security for approximately 90% of their income. Therefore, a much needed program for senior citizens. 07/2017 – 01/2020HOME MORTGAGE CONSULTANT/WellsFargo Home Mortgage, Clearwater, FLAnnalyze applicants’ financial status,credit, and property evaluation to determine loan feasibility.
Provided bi-lingual support for branches predominantly located in Hispanic communities.
Excellence in client service loyalty scores, over 90% of clients surveyed. 01/2014 – 04/2017
NATIONAL ACCTS.TRANSACTION COORDINATOR /InnovativeLease Services, Inc., Carlsbad, CA
Credit coordinator and processor for the executive management team of underwriters, and account executives.
Responsible for overseeing all communication with business owners throughout the US and Canada on application status, submissions and credit conditions.
Managed an effective pipeline with weekly status communication to the company CEO. 04/2007 – 10/2013
ORIGINATOR/HOME MORTGAGE CONSULTANT /Wells FargoHome Mortgage / Real Estate Financial Clearwater, FL
Funded 75M in combined volume/ fundings as In House Lender
Responsible for informing prospective and existing customers of new programs, rates, guidelines, underwriting requirements and loan procedures.
Providing feedback on underwriting conditions in order to close the deal.
Analyzed detailed financial, credit data and calculated company risk level within Government guidelines.
01/2000 - 03/ 2007 - Supervisor - MCI Telecommunications - Pinellas Park Call Center
● Provided customer small business support for Hispanic small business owners,
● Also provided customer support for French Canadian business owner regarding their telecommunication needs.
● Call Center closed and relocated to India.
Education
2
Business - Eckerd College - St. Petersburg, FLlorida
Former United NationsEmployee - Banking, Travel and Field Operations.
Mortgage Broker School - Licensed in 1998
Gould Academy, Bethel, Maine –High SchoolDiploma
Excelled in French (Overseas Foreign Exchange Student), Academics, Sports and Drama. Personal and Business References Available Upon Request. 3
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