Dynamic Loan Representative & Customer Support

Bryan Beatty, Dynamic Loan Representative

Belmont, North Carolina 28012, 704-***-****, *****.*********@*****.*** PROFESSIONAL

SUMMARY

Loan Representative with experience across lending, loan servicing, billing, and dispute resolution. Proven track record supporting customers through escalated issues, loan file reviews, and account servicing while maintaining accuracy, compliance, and a high standard of customer service. Skilled at building strong client relationships, resolving inquiries by phone and email, and balancing applicant needs with program and policy requirements. Deep knowledge of loan procedures, credit evaluation, and loan servicing systems including Encompass, LoanPro, and ICE. Known for analytical thinking, technical support, and cross-functional collaboration that help improve efficiency and customer retention. SKILLS Troubleshooting Expert

Zoom Expert

Performance Metrics

(Adherence, VOC/SAM, Call

Time)

Expert

WebEx Expert

Customer Experience

Management

Expert

Loan Servicing Systems:

Encompass, LoanPro & ICE

Expert

JIRA Expert

Technical Support Expert

Encompass/ICE Experienced

LoanPro Experienced

EMPLOYMENT HISTORY

Apr 2025 — Aug 2025 Loan Representative, One Main Financial Fort Mill, SC

• Built and maintained cross-functional relationships with lending, retail banking, and support teams to streamline processes and improve response times.

• Prioritized and structured client payments to control costs while balancing interest considerations and credit terms.

• Worked with senior management to refine credit policies, loan procedures, and approval standards to reduce risk and improve consistency.

• Evaluated applicant eligibility and recommended loan solutions that aligned customer needs with program requirements.

• Assisted customers with documentation and application questions, ensuring accurate file completion and timely processing.

• Resolved escalated customer complaints by applying product knowledge, company policy, and service-focused problem solving.

May 2019 — Feb 2025 Lead Billing Specialist, Charter Communications Charlotte, NC

• Managed escalated billing disputes and complex account corrections, resolving issues efficiently to protect customer relationships and reduce churn.

• Supported billing system integrations through testing, process design, and cross team coordination to enable smooth migrations and improved reliability.

• Designed and delivered training programs for new hires and existing staff to ensure consistent billing practices and accelerate ramp up.

• Provided technical support via phone and email, consistently achieving high customer satisfaction scores.

• Triaged complex customer issues, routing to appropriate teams and documenting resolutions to drive end to end closure and improved service outcomes.

Jan 2013 — Jan 2020 Radio Disc Jockey for ESPN Sports Talk Radio, Disney (formally Viacom) Charlotte, NC

• Produced and hosted daily sports radio shows, delivering engaging content that strengthened listener loyalty and station ratings.

• Conducted in-depth interviews with athletes, coaches, and analysts to provide exclusive insights and compelling on-air storytelling.

• Organized and hosted live remote broadcasts and community events to expand audience reach and station presence.

• Mentored and trained junior DJs and interns, raising broadcast quality and ensuring consistent on-air standards.

Feb 2010 — Jan 2013 VA FHA Loan Servicing Specialist, Bank of America Charlotte, NC

• Performed comprehensive loan file reviews to identify and resolve documentation discrepancies, ensuring regulatory compliance and accurate records.

• Collaborated with loan officers, underwriters, and real estate agents to facilitate timely loan closings and smooth handoffs.

• Managed loan pipeline and reporting using mortgage systems, tracking statuses and generating required documentation.

• Evaluated borrower information from credit reports, employment verification, and references to support underwriting decisions.

• Calculated interest, principal, and payment schedules, corrected discrepancies, and communicated with customers to resolve issues promptly.

May 2026 — Present Retirement Brokerage Specialist, Vanguard Charlotte, NC

• Manage participant 401(k), IRA, and brokerage accounts, executing trades, distributions, and clerical transactions accurately and on schedule.

• Resolve complex tax, regulatory, and account-servicing inquiries while maintaining strict adherence to company and regulatory standards.

• Educate plan participants on investment options and strategies to support informed retirement decisions and improve participant engagement.

• Coordinate with internal teams to investigate and resolve account issues, escalating when required to ensure timely resolution.

• Maintain high standards of data integrity and compliance to protect client assets and confidential information.

EDUCATION

Sept 1996 — Apr 2000 Ohio State University, Columbus, Ohio Basketball Scholarship

Sept 1992 — May 1996 West Mecklenburg High School, Charlotte, NC

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