Customer Service Account Executive
Resume:
Stefanie A. Martin
*** ******* *****, ***** **********, Ohio
*************@*****.***
Summary
I am an accomplished self-directed professional with 30+ years of experience in Mortgage, Sales and Customer Service. I am an articulate and persuasive communicator, with a proven ability to teach, lead and motivate others. I am effective in evaluating, researching and developing creative solutions to problems. I am seeking a challenging opportunity where my diversified experience will be fully utilized in a progressive environment.
Sinceri Senior Living/Amber Park
Sales and Marketing Director
4/2022-
Managed all incoming inquiries-Paid Referral Sources, Organic Searches and Incoming Calls, using Welcome Home CRM
Lead all guest tours following the Sinceri method
Continuous relationship building with Local Referral Sources and External Sources such as “A Place for Mom”
Social Media Management
Monthly Networking Event Planning and Attendance to pier events
Serve as a resource of Senior Living information-VA Assistance, Bridge Loan Concierge Services and Area Communities
Oversee all Apartments in community-Rent Ready, Turnover and Move-In Ready.
Ensure Exterior and Interior of Community meets “Ready for Company” Standards.
National Automotive Brokerage Services
Operations Manager
Sales & Training
4/2019-9/2020
Promoted from Sales Representative to Operations Manager through commitment and process improvement
Ensured company compliance with state and federal regulations
Oversaw product training and coaching
Provided financing for initial claimants of Chapter 7 and Chapter 13 bankruptcies
Received referrals from over 1500 law firms across the country
Improved and promoted lender relations
Huntington Mortgage
Senior Underwriter-Home Lending
2017-2019
Render approval/denial of mortgage loan applications consistent with current internal and external regulations and guidelines (FNMA, FHLMC, USDA)
Analyzes and evaluates creditworthiness of borrowers including but not limited to the review of financial statements, tax returns, asset statements, bank account statements, etc.
Investigates and documents large deposits and other anomalies in the credit file that may not have been documented by the Loan Officer.
Issues loan conditions and required documentation to meet agency and regulatory requirements.
Maintains current knowledge of internal and regulatory changes that affect the underwriting of mortgage loans.
Provides guidance to loan processors on questions about various loan scenarios, documentation and guideline requirements.
Huntington Mortgage
Mortgage Quality Control Specialist, Sr
Process Specialist-Business Continuity Group
Prefund Wire Audit Team
2013-2017
Perform full or focused audits on mortgage loan files post underwrite, prior to closing (FHA, VA, FNMA, FHLMC, USDA
Maintain, follow-up and amend records of each file as changes occur with each file.
Team Process Specialist for the Business Continuity Group maintaining the Disaster Recovery Plan, perform and report the exercises required to stay in compliance; Everbridge Call Tree Notifications, Tabletop Checklist Exercises and Scenarios.
Prefund Wire Audit Team worked in conjunction with the closing department on a daily basis to ensure that all outgoing mortgage funding is being sent to a verified source. Each Vendor is diligently verified according to our Risk Departments recommendations to ensure that no fraudulent activity can occur.
JP Morgan/Chase (Chaseworks Contract)
Quality Analyst
2011-2012
Monitor operations performance by conducting quality reviews and audits to identify strengths and deficiencies, ensuring accuracy of credit quality, regulatory compliance, and loan documentation.
Promote a culture that is quality and process improvement oriented by performing special focus audits as required. This may include reviews on denied applications, file reviews, operational procedures, and customer service reviews.
Brings to the attention of management credit underwriting practices or other processes that adversely affect the quality of loan files or otherwise puts the bank at risk.
Michigan Mutual/First Preferred Mortgage
Wholesale Product Account Executive
2007-2010
Specialized in conforming and FHA Wholesale Lending while covering the Columbus region.
Responsibilities included marketing Mortgage Lending Programs via outbound phone, in-person sales calls and creative group presentations.
Manage and follow through with daily pipeline and prioritize from a home-based office.
Establish and maintain a professional rapport through a preset market strategy with clients and internal support staff.
Provide full customer service including sales training to my clients in this competitive market.
Saxon Mortgage, Inc./A Morgan Stanley Company
Wholesale Product Account Executive
2004-2007
Wholesale Mortgage Account Executive specializing in the sub-prime arena in the Cincinnati, Dayton and Columbus regions.
Responsibilities included marketing Mortgage Lending Programs via phone interaction, physical sales calls and creative group presentations.
Manage and follow through with daily pipeline and prioritize from a home-based office.
Establish and maintain a professional rapport through a preset market strategy with clients and internal support staff.
Provide full customer service including sales training to my clients in this competitive market.
Consumer Financial Consulting
Senior Processing Manager/Loan Officer
2003-2004
Versed in processing FHA, VA, Conforming and Non-Conforming loans for 18 Loan Officers with this local Mortgage Broker.
Active in marketing aspects and strategies on daily basis including developing advertising and marketing materials provided to realtors on behalf of several of the Loan Officers.
Developed and maintained company database and managed all client follow-up and retention programs.
Previous Experience
Restaurant Experience
Over 15 years of restaurant experience ranging from Director of Catering, Banquet set-up/Server, Kitchen Food Prep, White glove dinner service, Table-side Wine Service, cocktail serving and Bartending.
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