Mortgage Consultant Customer Service
Resume:
CHARLES CONNER
***************@*****.***
Carlsbad, CA
S K I L L S
Stakeholder-Management
Operations Management
SQL
Microsoft Excel
Cross-Functional Collaboration
Fintech Operations
Looker/Tableau/JIRA
Team Leadership
Risk Analysis
Client-Success Management
E D U C A T I O N
BACHELOR’S DEGREE
Sports Management &
Business Administration
Towson University, 2013
C E R T I F I C A T I O N S
Sponsored Ads - Amazon (2022)
Retail for Advertisers - Amazon
(2022)
Google Ads “Search” - Google
(2022)
P R O F I L E
Highly motivated professional leveraging years of client success, operations management, risk analysis and leadership experience at a fast-paced startup, in order to join a growth-minded company. With a proven track record of navigating through complex challenges and owning the cross-functional process of a product, I’m dedicated to utilizing my skills and experience to be a key contributor and add unique value to the team.
E X P E R I E N C E
BETTER.COM - Irvine, CA
Underwriting Analyst Sept 2021 - June 2022
● Effectively supported cross-functional collaboration efforts to deliver superior customer experience and maximize process efficiency.
● Ensured all key stakeholders were in sync with projected completion dates by implementing specific communication guidelines promoting a more organized work-flow.
● Performed comprehensive risk analysis of key data points; Analyzing transaction histories, modeling income trends, credit ratings and overall financial profile of prospective clientele.
● Identified potential red flags and fraud indicators ensuring files remained compliant.
● Promoted to a highly competitive underwriting analyst position after demonstrating the ability to maintain above average performance consistently exceeding monthly KPIs. Operations Manager Jan 2020 - Sept 2021
● Managed 6-8 direct reports - Conducted bi-weekly 1:1’s, monthly performance evaluations, product implementation sessions, internal audit reviews and training workshops.
● Facilitated responsibilities of the project roadmap, ensuring all deadlines were met and needs of the client were fulfilled.
● Led the operations department piloting the FHA implementation initiative resulting in a new product which added new revenue streams to our portfolio.
● Operations manager on the B2B partnerships team assigned to the pivotal AMEX account expanding our consumer base.
● Demonstrated strong workflow management skills and ability to multitask by producing as an IC while also leading my team to perform above expectations.
● Utilized strong client-management skills by successfully resolving external escalations improving overall customer retention.
MORTGAGE WAREHOUSE - Fort Myers, FL
Senior Mortgage Consultant 2018 - 2020
● #1 Consultant of the month, including first producing month, and maintained 5-star performance rating on Zillow.com
● Prospected and closed new clientele, and coordinated all aspects of the home buying process with all stakeholders. Generated and facilitated execution of all closing documents.
● Worked directly with secondary market investors and attended physical closings in order to ensure successful closing.
NEW PENN FINANCIAL - Columbia, MD
Client Success Manager 2016-2018
● Guided clients through the full life cycle of purchasing and refinancing a residential home while delivering exceptional customer service.
FREEDOM MORTGAGE - Columbia, MD
Assistant Vice President, Sales 2014-2016
● Trained and managed team of 6 loan officers, assisting in their development and career growth while `helping to grow the company’s new Maryland branch from 6 to 80 employees.
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