BRITTANY N. BEST

336-***-****- adipnc@r.postjobfree.com

**** ******** ** - **** * - Greensboro, North Carolina 27409

-

OBJECTIVE

Professional with over 12 years of joint, progressive experience that focuses on achieving company performance through sales, customer service, and product knowledge.

-

EDUCATION

JF Webb High School, Oxford, North Carolina, August 2001 - June 2005

High School Diploma in Computer Technology, 2.7 Grade Point Average

Guilford Technical Community College, Jamestown, North Carolina, August 2011 - May 2016

Associate in Arts, 3.5 Grade Point Average

-

WORK EXPERIENCE

PNC (Home Mortgage Direct-Internet Lending), Greensboro NC August 2020-Present

Remote Senior Mortgage Loan Officer

Execute Inbound and Outbound Sales Calling Activities Daily

Recommends Loan Solutions for existing and perspective client’s filtered through PNC’s strategic initiative platforms

Manages the portfolio of customer relationships and seek prospective opportunities to retain and/or develop new clients

Locate and execute Cross-Sell opportunities

Collects and analyzes customer financial information for risk factors

Reviews loan documentation to ensure accuracy and compliance

Manages customer pipelines for efficiency

Collaborates with internal and external partners to ensure transactions are completely in a timely manner

Lending authority in all 50 states specializing in Conventional, Jumbo, Portfolio, Home Equity Loans and Lines

Truist (formerly BB&T), Greensboro, NC April 2019- July 2020

Mortgage Loan Counselor

Provide Mortgage clients with sound advice based on a full understanding of BB&T’s products and their benefits

Execute Inbound and Outbound Sales Calling Activities Daily

Execute effective Mortgage sourcing plans and strategies provided by Community Bank referrals, Inbound Calls, Client Inquiries, Outbound Mortgage Phones Sales, and other sales activities to meet or exceed personal and professional production goals

Locate and execute Cross-Sell opportunities

Assist Mortgage Loan Administration with client and attorney follow-up as determined through quality control or post-closing review

Adhere to and comply fully with all BB&T policies and procedures related to internal and external rules and regulations, particularly those established by state and federal law

Consistently execute at the highest level on BB&T’s Perfect Client Experience by thoroughly setting client expectations about the processing, timing, pricing, and servicing of their Mortgage loan

Assist Mortgage Loan Administration with client and attorney follow-up as determined through quality control or post-closing review

Support teammates to shepherd the client’s loan request through the fulfillment process

BB&T, Greensboro, NC December 2015- April 2019

Mortgage Sales Support Specialist/Phone Observation Specialist

Monitor MLCs calls for quality assurance and to ensure the upholding of guidelines set by government compliance

Complete evaluations and provide coaching for professional development

Meet monthly with management to discuss updates such as reporting and productivity and quality trends

Host refresher courses for current employees and provide training for new hires via face-to-face or video conferencing

Create and adjust evaluation forms in the system and quality planners to reflect different types of scenarios

Create and generate systematic reporting for management as well as manual reporting through Excel

Determine scoring and metrics for phone observation as a department to determine whether disciplinary action may follow

Investigate client and corporate complaints and provide a narrative of the events to management

Support Mortgage Loan Counselors (MLC), Mortgage Group Operations Manager, and Mortgage Market Manager by assisting with activities the help the team meet production, referral, revenue, and profitability goals.

Pull reports to review pipelines, loans in origination, and loans that need to be non-originated

Assist MLCs by help keep pipelines and deadlines

Assist with non-origination process and reviewing files for guidelines set by compliance

Assist with reporting and ordering vendor products such as appraisals and titles

Review disclosures, documents, scan, and upload into portals

Process checks and refunds for clients

Mail disclosures to clients via regular mail or UPS

Monitor the queue to maintain department call volume and occasionally assist with answering calls

Assist with client inquiries received through chat communication and assist with referrals to local MLCs.

Ensuring that our internal and external clients receive the best perfect client experience (PCE)

Support BB&T Expense Management Policy by continuously focus on ways to save money

Research and collect non-vendor information for payment of VA Appraisals and submit to Accounts Payable

Review invoices and process them for payment for VA Appraisers

Assist with the revision of processes and job aids

Revise client corporate complaint letters

Volunteer for special projects for the beta team and to conduct meetings

BB&T, Winston-Salem, NC August 2013- December 2015

Retail Lending Fulfillment Specialist/Non-Origination Specialist

Originate, process, and close Real Estate and Non-Real Estate loans for the Core Team specializing in the following states Texas, Florida, Georgia, and Alabama

Update systems to match documentation submitted at the time of application

Maintain written and verbal communication with internal and external clients regarding the loan process such as advisors, attorneys, and agents

Ensuring that our internal and external clients receive the best perfect client experience (PCE)

Review purchase and sale agreements

Ensure proper compliance disclosures are delivered within required timeframes.

Verify and calculate income, verify assets, employment, insurance,

Order and review vendor products such as appraisals, titles, hazard insurance, flood insurance, auto insurance, payoffs, and power of attorneys

Create checklist for vendor products to ensure all requirements are met and regulations are not broken

Prepare funding information and proper documents are in file for disbursement (ex: wire instructions)

Prepare, review, and organize post-closing files to be sent to imaging

Perfect liens

Assist with clearing any documentation exceptions per policy

Offer mutual supportiveness to teammates

Train new teammates on the system of loan processing and non-origination process

Revise non-origination process and create guides for future teammates

Active in Easy, Simple, Fast (ESF) process

DYSIS/BB&T, Winston-Salem, NC May 2013-August 2013

Retail Lending Fulfillment Processor

Assist Private and Wealth specialists with the processing of loans and documentation

Written and Verbal communication with internal and external clients regarding the loan process such as advisors, attorney, and agents

Review vendor products such as appraisals, titles, hazard insurance, flood insurance, payoffs, and power of attorneys

Create checklist for vendor products to ensure all requirements are met and regulations are not broken

Prepare, review, and organize post-closing files to be sent to imaging

Oversee mail bags

Train new teammates on the system of loan processing

Randstad/United Guaranty, Greensboro, NC July 2012- December 2012

Loan Registration Analyst

Provided lenders with the quality service and a quick turnaround time

Validation and data entry of qualified mortgage loans submitted for MI Only, Compliance with MI, or Compliance Only loans, adhering to the UG Risk Management Guidelines

Established a bridge with underwriters to ensure all loan files were completed and available for full-service underwriting

Handled RUSH requests from lenders in US Department Box, making sure that our four-hour Service Level Agreement is upheld, new process and procedures are implemented

Was the “go to” person for questions from team members, queue management for both Documentum and Loan Central as needed, generating reports on volume, and any other projects assigned by the supervisor

Trained of real estate compliance laws and procedures (FHA, Construction, VA, Jumbo Loans)

Citi, McLeansville, NC September 2011 – April 2012

Customer Service Representative & Sales

Attained top sales to become one of the leading 9% of sales reps for my team in the company

Ranked #5 in sales for the entire 3 quarters in a row, engaging new clientele through collections and cold calling

Managing the customer accounts by updating customer information

Providing annual percentage rates, balance transfers information and processing them

Reissued the cards, accepted payments, and offered the client the opportunity to take advantage of great optional programs we had available to continue the servicing of their accounts

Explain the features, advantages, and disadvantages of various programs to promote the sale of additional lines or business accounts

Target, Greensboro, NC- November 2008 - January 2009

Cashier,

SKILLS

Proficient in Microsoft Office, Adobe Acrobat,

Empower, Genesis, Tableau, Retail Operating System, SPRINT, Bankpro, Bluezone RFA, Client Central, Documentum, Loan Central, Operations Workbench, Cintrix, Real-Time Adherence, Pega, BlueGrass, FastData, Magnum, First American, Lender Processing Services (Fidelity), Lotus Notes, AS400, UNIFI, MOBO, NICE, WebEx, etc.

Customer Focused, Business Development, Risk Management, Financial Analysis, Critical Thinking, Troubleshooting and Problem Solving, Project Management, Loan Origination, Processing, and Closing, Cold Calling, Consultative Sales, Team Leadership, Mentor and Development

-

Contact this candidate