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Call Center Customer Service

Location:
Villa Park, IL, 60181
Posted:
December 12, 2022

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Resume:

FREDERICK F. Nosal

Email: adt0ee@r.postjobfree.com Phone: 630-***-****

PROFILE: Versatile business leader with 25+ years of leadership and bank experience responding to diverse economic challenges as well as implementing strategic growth initiatives and project management to increase both revenue and profitability. Established manager and mentor leading by example with a demonstrated ability to leverage talents of internal and external partners to deliver the highest quality results. Creates a culture of success within the department. Responsible for the management and execution of client engagement, sales and business development viewing barriers as opportunities for solutions.

PROFESSIONAL HIGHLIGHTS

● Manages and leads a Residential Lending Sales and Operations Teams.

● Ability to partner with and compliment all channels of business.

● Created “Master Mortgage Manual” for mortgages originated through First American Bank providing rules, policies and procedures guiding affected personnel through lending and compliance regulations and issues.

● Directly accountable for meeting financial and P&L goals.

● Created a call center for in/out sales, focused on accountability and ownership. EXPERIENCE

Inland Bank and Trust 2021 - Present

First Vice President Regional Manager

Manage bank’s loan portfolio and all mortgage lending, overseeing mortgage training, underwriting, sales production of external MLOs. Established structure ensuring operational efficiency and instituting SLAs improving customer service.

Old Second National Bank 2018 - 2021

First Vice President Area Manager

Responsible for a sales team of 17 MLOs and ensuring profitability and client delight including production, operations, budgeting, HR and region administration while managing the division's retail mortgage line of business supporting Retail, Commercial and Wealth banking channels of business. Responsible for all aspects of residential lending and servicing. Bank of America 2017 – 2018

Sr. Wealth Management Lending Manager

Responsible for staff & MLOs’ smooth and flawless execution of residential mortgages for high net worth clientele. Executed specific sales initiatives. Recruited, led, managed and developed a diverse team of employees using effective training, performance assessments and coaching techniques. Lakeside Bank 2015 - 2016

FVP/MASM

Earned trust and cooperation across all departments gaining their involvement in my department’s efforts as well as theirs. Enhanced all bank departments with emphasis on Wealth Management and Commercial Lending relationship building. Identified opportunities to increase revenue, improved productivity and create long-term sustainable value, continuously focusing on managing the profitability of Mortgage Department and sales team.

Bank Financial 2012- 2015

FVP/Department Head

Opened both inside and outside channels of business for sales. Accomplished 2-year goal of lending 300.0 mm in portfolio loans. Trained & managed sales team of 23 MLOs to produce established goals of external loan referrals. Strategized managed operations improving efficiencies in the loan process for originating, processing and closing residential mortgages. Fostered internal and external relationship building. Trained, coached and improved MLOs building relationships & referrals. Introduced and implemented innovative ways & lending products to gain more market shares and achieve sales and financial targets.

MORGAN STANLEY 2007– 2012

RVP/Regional Manager – NE Channel

Successfully manage daily needs and expectations of high-net-worth clients directing teams in a business channel of Financial Advisors, Regional Managers, and Private Bankers.

• Co-developed Service Level Agreement (SLA) providing detailed descriptions of each job function and time permitted to perform those functions increasing both ownership and accountability.

• SLA’s provide cross-functional transparency improving ability to track deal flow and drastically increasing efficiency of assigning and analysis of compensation.

• Consistently lead division in group’s SLA goals achieved maintaining up to 92.3%.

• Develop creative lending solutions while adhering to our firm’s strict credit policy as well as state and federal regulatory laws.

• Manage the mortgage loan process from the Mortgage Advisor, Mortgage Loan Officer, Processor, underwriter, Appraisal Review team and Closing department. FIRST AMERICAN BANK 2003 – 2007

First Vice President; First Mortgage Department Head Managed bank’s $85M loan portfolio and all mortgage lending, overseeing mortgage training, underwriting, sales production of external loan consultants and the internal personnel of the bank's 44 branches and call center.

• Managed approximately 60 consumer/commercial workouts and liquidation of distressed asset loans.

• Underwrote, negotiated and closed transactions for entire portfolio and secondary market loans.

• Maintained both community and public relations communicating with media members, collaboratively drafting press releases, and writing and delivering speeches for public appearances.

• Oversaw regulatory compliance reviewed internally and by FDIC and DOJ maintaining risk management and quality control.

• Primary point of contact for regulatory affairs collaborating with appropriate governmental bodies.

• Established structure ensuring operational efficiency while improving customer service. AMERICAN HOME MORTGAGE GROUP, INC. 1994 – 2003

President

Oversaw all facets of company operations across 3 locations managing 25+ vendor relationships and ensuring total compliance with state and federal regulations.

• Hired/trained 8 administrative staff and 20+ MLOs providing guidance and individualized motivation. Responsible for all aspects of operations and production growing business from one location with 2 employees to a thriving sales force of 11 and administrative staff of 2.5.

• Developed and formalized structure to increase efficiency and promote expansion. EDUCATION: ELMHURST COLLEGE - Bachelor of Science in Business Administration & Finance LEADERSHIP POSITIONS

Addison Recreation Club, Head Coach - Boys Football, Baseball & Basketball 2001 – 2015 Addison Girls Sports Program, Head Coach - Girls Volleyball & Softball 2006 – 2009 Alpine Country Club, Board of Directors 1998 – 2002 College Painters of America (C.P.A.), Founder 1983 – 1990

• Created and developed company while in college; managed sales, estimates, contracts and a crew of 6. ASSOCIATIONS

Mortgage Bankers Association, Member 2003 – Present Illinois Association of Mortgage Brokers, Member 1990 – 2003 References available upon request.



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