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Customer Service Manager

St Louis, Missouri, 63127, United States
March 15, 2011

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***** ******* ** #**

St. Louis, MO 63127



Client/Prospect Relations Commercial & Retail Banking Risk Assessment & Credit Analysis

Sales &Service Support Excellent Communication & Leadership Skills Banking System Software – Connections; AS400; Genesis; PeopleSoft/Oracle, Microsoft Office

Goal Oriented Strong Self-Initiative Loan Integration System (LIS)



Wells Fargo Home Mortgage, St. Louis, MO 11/10 – Present

Underwriter III – National HARP Team

• Responsible for reviewing, analyzing, approving and underwriting moderate individual consumer requests and products within company and industry guidelines

• Evaluate and ensure overall loan documents are accurate, complete, and compliant; reviewing of financial statements, credit reports, applicable ratios (i.e. Debt Ratios, Loan-to-Value) and other supporting documentation

• Contact customers and partners to gather information to make appropriate decisions, explain rationale behind credit decisions, and promote line products

• Stay up to date on any changes in underwriting provisions and work with production to resolve issues

PNC Bank, Town & Country, MO 01/09 – 11/10

Branch Manager

• 2010 Achievement Award Winner, Excellence in Customer Index of Quality based on Gallop Survey

• 2010 Service Excellence Award for Top CIQ Branch in MO/DIL Market

• 2nd Overall in the MO/DIL Market for Overall Loan Production (in both units and volume)

• Consistent 5-Star Personal CIQ Rating

• Managed personnel team and daily operations of banking center including security, profitability, cash forecasting, unit objectives, customer service, etc.

Southwest Bank, an M&I Bank, St. Louis, MO 02/08 – 01/09

Consumer Banker

• Solicited all banking products to current & new customer base via direct customer contact

• Served as liaison between customers and critical linkage partners

• Consistently ranked in Top 20% of Consumer Bankers for all deposit/loan products

• Provided guidance and assistance in the consumer banking process and resolution to customer service issues

Wells Fargo Home Mortgage, St. Louis, MO 09/05 – 02/08

Home Mortgage Consultant

• Assisted customers in the purchasing and refinancing of home mortgage loans

• Analyzed and assessed client credit history for evaluation of financial position

• Averaged $500K/month in volume from 2nd Quarter of Fiscal Year 2006 – 4th Quarter of Fiscal Year 2007

• Built business referral relationships with real estate agents, builders, etc.

Wells Fargo Financial, St. Louis, MO 12/01 – 09/05

Assistant Manager

• Solicited loans (auto, personal), credit cards, and mortgages (real estate refinances) to a current customer base via direct customer contact

• Coordinated with underwriting team and loan support staff to complete all paperwork and streamline loan process

• Achieved $6+ Million in sales volume in Fiscal Year 2003 and 2004

• Closed 75 + loans in Fiscal Year 2003 and 2004

• Assisted in all branch new employee training


Vianney High School, Kirkwood, MO

Graduated: May 1995

University of Missouri – Columbia, Columbia, MO

Graduated: May 2000 BA Interdisciplinary Studies (Economics, Finance and Psychology)


• Executive Council Member (four years) of Pi Kappa Alpha Fraternity

• Secretary of Pi Kappa Alpha Fraternity for 1996 – 1997 Academic Year

• Enjoy golf, tennis and fishing


Available upon request

Contact this candidate