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Mortgage Customer Service

El Segundo, CA
April 23, 2020

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JIJA GOPAL jija-gopal-****a***


A highly motivated Banking Professional with over 8+ years’ experience in leadership roles. Excellent Problem solver with resourceful and flexible approach. Knowledgeable about retail operations and best practices. Ready to apply experience in banking in retail position with exciting organization.


951, Main St, El Segundo-


Visa / Employment Authorized



• Retail operations management and good core banking skills

• Excellent communication skills both verbal and written

• Proficient in cash handling and mortgage sales

• Converting walk-in customers to potential life customers for the bank

• Customer relationship management- provides outstanding customer service followed by a focused cross-selling strategy

• Friendly, Adaptable and Reliable

• MBA- Banking and Financial


• Bachelor of Technology-Civil



Central Bank of India - Bangalore, Karnataka, India Sep 2011-Present Branch Operations:

• Performed daily audit of tellers and checked the cash vault. Processed cash withdrawals.

• Managed daily cash flow and reporting to currency chest

• Provided support to Branch Manager to administer daily branch activities

• Ensured customer queries were sufficiently handled and maintained a positive experience for customers

• Improved customer relationships by initiating regular follow-up process and building a good rapport with clients.

• Provided expert financial advice on personal or educational loans and gave information about mortgage policies to interested customers

• Handled and addressed customer discrepancies and complaints

• Opened new customers accounts, including checking, savings

• Upsell other personal banking products with key focus on long term savings(fixed deposits)

Loan processing:

• Wetting and review loan application for preliminary approval/denial as per bank’s mortgage guidelines

• Validated documents provided by customers for any discrepancies and executed loan/mortgage applications for processing based on Order for Title Report, appraisal report and CIBIL (Credit Information Bureau) Reports

• Conducted pre-sanction and post sanction inspection of the property

• Assessment/Scoring amortization capability of the mortgage applicants

• Approved/Sanctioned mortgage applications within approval limits and forwarded the high value requests to higher authorities with remarks.

• Frequently encouraged interactions with customers providing clarity regarding loans procedures and repayment methods


• JAIIB Certification – 2012(India)

- Principles & Practices of Banking

- Accounting & Finance for Bankers

- Legal & Regulatory Aspects of


• CAIIB Certification – 2014(India)

- Advanced Bank Management

- Bank financial Management

- Retail Banking

• Currently Pursuing

- Certified Master Mortgage

Underwriter (NAMP-CMMU)

- Certified Master Loan Processor


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