Customer Service Manager

MELISSA PLEASANT

**** * ****** **. ********, AZ *5225

Home: 970-***-**** adtxof@r.postjobfree.com

PROFESSIONAL SUMMARY

● Established professional with 22 years in the finance industry with 10 years in management. Seeking a career opportunity to fully apply my leadership skills with accuracy and effectiveness for a prosperous and quality-driven organization. Exceptional ability to work well in a team environment, excellent personal and business development skills. SKILLS

Audit/Corporate Account Management

Sales – Orient Time management skills

Employee relation Risk management

Complex problem-solving Decision-making ability

BSA/ AML experience Team leadership/building

Customer Relations Evaluating performance

Coaching and Mentoring Commercial Relations

Business Development

EXPERIENCE

NationStar Mortgage LLC/Mr. Cooper Chandler, AZ

Licensed Mortgage Loan Officer/Home Advisor 8/1/2021-Present

• Manage pipeline of potential customers at various stages of the refinancing journey, responsible for business development and relationship management. Lending regulations and laws of multiple products : FHA, VA and Conventional.

• Coach and educate customers as needed; provide information on products and services that would benefit the customer, support an informed decision-making process tailored to the customer's needs and preferences.

• Knowledge of federal, state and local levels of loan processing laws and regulations. Review self-employment tax returns for income qualifications. Top Performer, Licensed in over 10 different states. Evaluate creditworthiness and eligibility for obtaining a mortgage loan, collect financial information, submit a loan applications to processors. Familiar with varies loan programs and qualification guidelines.

ARIZONA BANK & TRUST MESA, AZ

Branch Manager /On Site Manager 03/2020– 07/2021

• Responsible for daily operation of a full-service branch, including daily coaching, retail operations, consumer lending, product sales, customer service. Consumer lending in Auto, personal and HELOC and HELOAN.

• Provide exceptional customer service while proactively listening and engaging in sales opportunities. Promote bank products or services to customers and actively participates in the referral program and meet branch and individual goals. Participate in Chamber of Commerce and Business development and retention.

• Work with existing customers and prospects along with Commercial, Small Business, Wealth Management, and Financial Consulting to cross-sell products and services. Auto lending and residential lending experience and knowledge. Research and develop marketing opportunities unique to the banking center. JP MORGAN CHASE MORTGAGE Phoenix, AZ

Home Lending Loan Officer 03/2019 - 12/2019

• Proactively converting inbound/outbound leads into FHA, Conventional, HELOC and HELOAN applications.

• Accurately source all business, log all contacts with prospects. Ensure compliance with applicable statutes and procedures. Recommend optimum product/rate program combinations to prospects.

• Process Business tax returns for income qualifications. Knowledge of several programs such as: Loan Beam, encompass, Sales desk, Salesforce, Athena and Cumulus . Prepare file to Pre-Op for processors and underwriters.

• Proficient with Microsoft Applications (Word, Excel and PowerPoint. Excellent oral and written communication skills are necessary. Highly organized with a demonstrated ability to manage multiple tasks and meet deadlines timely.

BANK OF AMERICA St. Louis, MO

Vice President - Financial Center Manager 01/2016 - 08/2018

Manage the day-to-day operations of the center. Strategically develop and expand sales. Staff scheduling for the branch. Conduct morning sales meeting with staff and partners.

Transition current and new employees through effective training and development. Work closely with employees to effectively manage daily operations and communications.

Forecasted trends by organizing data and creating Excel-based financial models. Managed opening and closing of the branch. Knowledge of Bank Secrecy Act compliance, bank regulations, UCC laws.

Coach and mentor associates as needed along with a weekly, monthly and quarterly meeting. Annual reviews and performance evaluations. Adhered to bank of America's security and audit procedures. Researched and resolved customer issues on personal savings, checking and lines of credit accounts.

Knowledge and understanding of business banking: credit, lending and accounts. Business and consumer knowledge and experience in procedures, compliance and products. Risk management experience and knowledge. COMMUNITY BANK of COLORADO Fort Collins, CO

Vice President - Banking Center Manager 01/2012-12/2015

Coach, mentor and train associates. Performance annual reviews and career planning for associates.

Promote all financial products by maintaining excellent customer service, product knowledge. Network to increase client base and existing clients to expand financial portfolios. Report daily averages and shortages to the operations department. Open and close the branch. Open consumer and business accounts, including checking, savings and lines of credit. Commercial site visits, business license requirement for different entities. Commercial relations and business development.

Schedule staffing for multiple branch locations and uncover issues and develop immediate solutions to address and alleviate them. Build productive relationships with stakeholders to continually develop new business.

Small business relationship manager as well as manages branch business loans and accounts. EDUCATION AND TRAINING:

NMLS REGISTRATION # 701213 Lic. in AZ, WI, RI, GA, FL, MT, MI, AR, ID, NC, TN, IL BACHELOR DEGREE: BUSINESS MANAGEMENT SOUTHEAST MISSOURI STATE UNIVERSITY NOTARY OF ARIZONA

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