Account Manager Client Relationship

JAMES LAWLOR

ACCOUNT/PARTNER MANAGEMENT

Chicago, IL 60614 312-***-**** ******.******@*****.*** linkedin.com/in/jim-lawlor-a679b524 MULTICHANNEL LEAD GENERATION CONSULTATIVE SALES CLIENT RELATIONSHIP BUILDING CUSTOMIZED SOLUTIONS Account manager with extensive experience driving sales growth through customer acquisition and retention for organizations with B2B services. Point person for the client, helping the client strategize on how to optimize product and service solutions based on their unique needs. Maintain high customer satisfaction to maximize renewals and upsells while supporting overarching company business and revenue goals.

• Active member of team that helped acquire one of Faye’s largest clients, resulting in 2,500 loans across two years.

• Ranked #5 among top producers for two consecutive years at BMO Harris Bank N.A. via B2B and B2C client interactions.

• Hold licenses in 13 states, including Illinois, Wisconsin, Indiana, Vermont, Rhode Island, and Texas, as well as others. CORE COMPETENCIES

Account Management Online/E-Commerce Banking Products B2B & B2C Client Solutions Account Service Cross-Selling Customer Satisfaction Relationship Building Banking/Financial Products Branch Operations Sales & Marketing Strategy Portfolio Management Competitive Analysis Conflict Resolution Contact Management Systems (CMS) Process Improvement Team Leadership & Collaboration Business, Government, & Personal Clients PROFESSIONAL EXPERIENCE

FAY SERVICING, LLC Chicago, IL 2014 to Present

ACCOUNT MANAGER

Drove loss mitigation for East Coast clients at risk of foreclosure. Generated revenue by collaborating with investors to acquire new customers, sell mortgage loans, and resell properties back into the market. Consulted clients that fell 90+ days behind in payments. Handled active bankruptcy cases and assisted discharge customers with loss mitigation options. Analyzed clients’ budgets, then developed workable long-term solutions or convinced them to surrender the property, if necessary.

• Integral member of team that secured a key client with $1B in assets, leading to 2,500 loans after strategizing with the sales team to meet high expectations set by the CEO then articulating the solution and ROI to the client.

• Generated 45% of the applications by having tough conversations with customers to help them understand the financial realities, offer solutions, review documents, field questions, and get through the process to resolve the issues.

• Submitted loan paperwork before the 30-day deadline despite operational issues that threatened to push the process past the allotted time by partnering with the client and their attorney to get documents signed and notarized on time. DRAPER & KRAMER (FKA FIRST ADVANTAGE) Chicago, IL 2012 to 2014 LOAN OFFICER

Handled lead generation, relationship building, customer service, and loan processing in a dynamic, fast-paced environment. Evaluated, authorized, and recommended loan approvals based on client creditworthiness and product suitability. Aligned with applicants to map an actionable strategy before offering a particular refinancing or loan package. Explained terms, policies, and the end-to-end loan process to the client to avoid surprises and foster trust.

• Exceeded goal by $25K, landing 14 loans versus the targeted 7-10, including expediting a home loan for a self-employed client by finding a lender that needed one year of profit/loss versus the extensive process usually required of freelancers. JAMES LAWLOR 312-***-**** ******.******@*****.*** linkedin.com/in/jim-lawlor-a679b524 Page 2 PROVIDENTIAL BANCORP Chicago, IL 2011 to 2012

MORTGAGE BROKER

Originated and placed mortgage loans with lenders for disbursement of funds at closing for property purchases. Forged and nurtured relationships with lenders, clients, and in-house teams. Served as liaison between the bank and individuals to help clients achieve credit approval and a mutually beneficial loan. Offered first-class customer service, a strategic plan, and guidance fueled by a passion to help others.

• Helped client reduce monthly payout from $1,400 to $850 per month by consolidating bills and credit card balances into one loan rather than a straight purchase with W2s, thereby building customer trust and additional business via referrals. BMO HARRIS N.A. (FKA HARRIS N.A.) Chicago, IL 2000 to 2010 SENIOR PERSONAL BANKER PERSONAL BANKER

Built B2B and B2C customer relationships using in-depth knowledge of loans, online, and deposit products to sell financial products and services. Focused on meeting or exceeding client expectations via consultative sales, coaching, tailored solutions, and portfolio management that addressed the client’s unique pain points. Researched and addressed complaints, requests, and inquiries. Partnered with team members to help clients achieve results.

• Secured $5M on average in home equity loans by using a straightforward, consultative sales approach to identify customers’ goals, then present the right products while articulating the offering, benefits, uses, ROI, terms, and restrictions.

• Converted ~35% of customers to online banking through consistent marketing and cross-selling, accelerating adoption of e-commerce products by emphasizing ease of use, speed, and accuracy versus traditional banking. ADDITIONAL CAREER HISTORY

BUSINESS DEVELOPMENT SPECIALIST, Ruesch International 2000 to 2000

• Generated $340K+ in the sales of foreign exchange services in Illinois and Wisconsin. ACCOUNT MANAGER, American Labelmaster 1998 to 2000

• Provided first-class quality account maintenance to 200+ corporate clients. ACCOUNT MANAGER, Citibank Global Cash Management 1990 to 1997

• Averaged $350K in annual sales and yielded 35% response rate for a telephone marketing campaign. EDUCATION

Graduate Coursework in Marketing, Illinois Institute of Technology, Stuart School of Business, Chicago, IL Bachelor of Arts (BA) in Web Design, DeVry University, Chicago, IL Bachelor of Arts (BA) in History, Lake Forest College, Lake Forest, IL LICENSES

Loan Officer Licenses – IL, WI, OK, IN, VT, RI, FL, GA, TX, SD, NM, LA, MS; Nationwide Mortgage Licensing System (NMLS) AWARDS & RECOGNITION

2020

2004

2004

Winner,Employee of the Month Award, Fay Servicing, Chicago Winner, Employee of the Year Award, BMO Harris Bank N.A., Chicago, IL Winner, Pulley Excellence Award, BMO Harris Bank N.A., Chicago, IL Winner, Top Achievement Award, BMO Harris Bank N.A., Call Center, Chicago, IL 2004

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