Loan Sales

REBECCA M. STEPHENS

***************@*****.*** Phone: 602-***-**** 8924 N. 114th Ln. Peoria, AZ

Retention Specialist

Cox Communications (October 2013-September 2019)

● Proactively listened to concerns and answered questions to retain accounts.

● Helped customers select merchandise based on their needs.

● Assisted customers on the phone with maintaining existing relationships and resolved complex issues, including billing and technical issues.

● Developed highly empathic client relationships and earned reputation of exceeding sales goals.

● De-escalated intense situations with excellent results.

● Resolved product issues and shared benefits of new technology.

● Compiled all calls and interactions into computer data systems, using INAV, ICOMS and ICE 5.0. Home Preservation Specialist II

Wells Fargo (July 2012-May 2013)

● Answered inbound inquiries from borrowers regarding status of the loss mitigation, loan modification, short sale, and the foreclosure process.

● Interviewed borrowers to understand their specific situations.

● Identified and requested the appropriate documents required for loan modification review.

● Accessed information on multiple systems to inform borrowers of loan terms, important dates, and deadlines.

● Communicated and coordinated with multiple servicing departments to Wells Fargo.

● Ensured necessary information and complete packages were received in a timely manner, maintained, tracked, and logged in multiple systems.

● Placed outbound calls to notify borrowers when additional loan document information was required.

● Notified and informed borrowers of decisions as they were made regarding changes to established dates/timelines throughout process.

Loan Documentation Specialist II

Wells Fargo (May 2009-July 2012)

● Interviewed borrowers to understand their specific situations.

● Identified and requested the appropriate documents required for loan modification review.

● Accessed information on multiple systems to inform borrowers of loan terms, important dates and deadlines.

● Communicated and coordinated with multiple servicing departments to ensure necessary information and complete packages were received in a timely manner, maintained, tracked, and logged into multiple systems.

● Placed outbound calls to notify borrowers when additional loan document information was required and notified borrowers of decisions as they were made.

● Performed a variety of loan documentation duties on moderately complex loans, using comprehensive knowledge of policies and procedures.

● Initiated welcome calls to qualified loan applicants via dialer campaigns and reinforced next steps to expedite the loan process.

● Processed application documents and cleared all required stipulations required to get the loan approved.

● Responsible for all incoming and outgoing customer contact activities post pre-approval.

● Performed employment status verification calls on loan applicants.

● Collaborated with internal and/or external business units to resolve escalated issues that may delay disbursements.

● Generated appeals and waiver requests for review by underwriters.

● Worked manual credit disclosure reports and exception processes.

● Processed multiple business documents, including tax returns.

● Reviewed and processed 4506-T forms to request additional tax documents from the IRS.

● Looked for cross-sales opportunities in every customer interaction.

● Generated new relationships as a Member Specialist. Member Service Specialist

First Credit Union (April 1996-March 2007)

● Asked open-ended questions to get a full picture of a client’s financial situation and make recommendations based on the findings.

● Opened deposit accounts (checking, savings, certificate of deposit, and money market).

● Assisted clients with their retirement plans by opening Individual Retirement Accounts, Trusts Accounts, and made product and service recommendations based on every individual’s future goals.

● Originated different kinds of loans from the pre-application interview to the funds disbursement date.

● Maintained neat records of client’s profiles and followed up with them periodically to retain client’s loyalty as well as to broaden banking relationships.

● Resolved client problems and took ownership of any issue related to their banking experience.

● Followed policies and procedures every time I brought a new relationship to the Credit Union, and made sure proper disclosures were provided to clients every time I recommended a specific product or service.

● Assisted with the training and supervision of approximately 12 tellers.

● Opened and closed the branch and balanced all drawers.

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