Customer Service Loan Processor
Resume:
Lakeile B. Rhodes
Objective
To pursue a career that will utilize my skills and talents. With 5+ years of customer service and experience expertise I work in a professional manner. Identifying areas of risk by paying close attention to detail are strengths that I possess and would like to further my career by utilizing these skills. Skills and Experience
• Mortgage industry professional with loan-processing experience and a comprehensive knowledge of conventional and government loan programs.
• Diligent and detail-oriented -- thorough in gathering borrower information, verifying loan documents and reviewing file documentation to guide each loan from preapproval to closing.
• Intermediate to expert in Microsoft applications- Excel, Word, PowerPoint.
• System usage – CORE, CVS, Hogan, Banker Connection
• Processed more loans for the following platforms: Conforming & Nonconforming Loans, FRMs, ARMs, GPMs, Jumbo Loans, Fannie Mae & Freddie Mac Guidelines, FHA, VA, USDA Rural Development Loans
Professional Experience
Loan Processor
02/2017-Present -Wells Fargo & Co. -Minneapolis, MN Loan Processor
• Built strong relationships with customers, title companies, realtors and internal customers to meet closing deadlines while maintaining a high level of service.
• Analyzed credit, income and asset documentation for financial and collateral risk.
• Provided written and verbal communication with customers to provide information about their loan application and the closing process.
• Assisted other team members with questions and processes. Personal Banker 2
6/2015-02/2017, Wells Fargo Bank, Shoreview, MN
• Assisted customers with account resolution.
• De-escalated customers that did not have a positive customer experience to assist in resolving the issue.
• Provided assistance with billing and complaints.
• Followed compliance and regulation rules while ensuring the customer had a positive experience. Bank Teller
12/2014-5/2015, Arsenal Credit Union, St. Louis, MO
• Assisted customers with banking transactions.
• Processes loan payments, withdrawals and account look ups for clients.
• Performed escalated and challenging tasks within a fast paced environment.
• Met sales metrics while staying in compliance with regulations.
• Performed with high accuracy in a fast paced and complex setting Bank Teller
5/2013-9/2014, Wells Fargo, Stillwater, MN
• Assisted customers with banking transactions.
This resume submitted by
Jake Deal
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2
• Processes loan payments, withdrawals and account look ups for clients.
• Performed escalated and challenging tasks within a fast paced environment.
• Met sales metrics while staying in compliance with regulations.
• Performed with high accuracy in a fast paced and complex setting Restaurant Shift Lead
3/2010-5/2013 Potbelly’s Restaurant, Minneapolis, MN
• Managed wait staff to ensure order taking and food prep was completed with high standards.
• Managed staff breaks and training
• Ensured staff followed all safety and compliance requirements for safe handling and hygiene.
• Ensured customers have a stellar experience.
EDUCATION
South Senior High School, Minneapolis, MN 6/2011
Awards and Achievements:
• Feb-Mar 2016 Top Metric Performer
• Feb-Mar 2016 Customer Service Excellence Award
Key Accomplishments:
• Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Regarded as one of the company’s most productive loan processors, handling an average of 22 files monthly
• Ensured all files were complete prior to underwriting hand-off and coordinated effectively with title companies to ensure smooth closings.
• Processed challenging loan applications (e.g., first-time borrowers, self-employed applicants and borrowers with problematic credit histories).
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