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D H - Client Support Analyst Resume Example

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Nora Butler
XXXX X XXXXXXX XXX, Brown Deer, WI 53223 | (H) XXXXXXXXXXXX | XXXXXXXXXXXXXXXXXXXXXXXXXXX
Summary
Dedicated Mortgage Professional with 12 years of experience combining management and service expertise in Mortgage Sales & Support and Financial Technology in a call center environment. 


Skills
  • Critical Thinking
  • Department Manager 
  • Time Management
  • Judgment and Decision Making
  • Systems Analysis
  • Mentoring and Coaching
  • Mortgage Product Knowledge 
       
Experience
Client Support Analyst Dec 2013 - Present
D H Mequon, WI
  • Investigated, troubleshot and resolved over 7,000 client issues in 2014 
  • Respond and track client correspondence utilizing the SalesForce platform
  • Use extensive mortgage lending knowledge to provide first response to client calls 
  • Create and utilized existing SQL queries in order to access information in multiple environments 
  • Provide support to clients by responding to inquiries and reported issues 
  • Provide on-the-spot training to customers for our software and systems
  • Identify and escalate complex and recurring issues; follow-up to ensure resolution 
  • Assist other staff members with resolving client issues
Residential Mortgage Loan Officer Jan 2013 - Sep 2013
SHELTER MORTGAGE COMPANY LLC Brown Deer, WI
  • NMLS ID: 638231
  • Originated over 50 mortgages in 2013 underwritten under Fannie Mae, Freddie Mac, FHA, & VA for internal and external customers
  • State licensed to originate mortgages in AZ, CO, DE, GA, IA, IN, MD, MI, NH, NM, NV, OR, PA, TX, WA, WI, WV
  • Recommended courses of action in subordination review process to prevent foreclosure 
  • Speaker at inaugural Loan Officer Sales Meeting 2013
Corporate Loan Officer Jan 2009 - Dec 2012
GUARANTY BANK FSB Brown Deer, WI
  • Originated mortgages under Fannie Mae, Freddie Mac, FHA, VA, for internal bank mortgage customers 
  • Assisted homeowners currently in hardship with loan modifications 
  • Recommended courses of action in subordination review to avoid foreclosure 
  • Key Contributor in RESPA reform 2010 project 
  • Awarded "Loan Shark Award" 2010 
  • Finished first in branch with regards to units and volume 2012 
  • Produced 69 units for $15M in 2010, 51 units for $12M in 2011, and 88 units for $17M in 2012
Shelter Mortgage Residential Loan Officer May 2007 - Dec 2008
GUARANTY BANK FSB Brown Deer, WI
  • Originated mortgages under Fannie Mae, Freddie Mac, FHA, VA, WHEDA, and various 3rd party investors
  • Direct mortgage representative for 15 retail bank branches in Milwaukee, Racine, and Waukesha Counties 
  • Assisted homeowners in purchasing or refinancing their homes in over 400 loan programs 
  • Member of Guaranty's Home Owner's Assistance Program Initiative Project 
  • Member of Wisconsin Bankers Association
Supervisor Oct 2003 - Apr 2007
GUARANTY BANK FSB Brown Deer, WI
  • Managed the daily functions of the Lock Desk and Suspense departments for the three subsidiary mortgage companies: Shelter Mortgage, GN Mortgage and GB Home Equity
  • Prepared thorough month-end and year-end financial and volume reports
  • Recruited, trained, supervised, and developed 10 employees
  • Trained new loan originators 
  • Created and implemented policies and procedures that resulted in better efficiency and reduced redundancy
  • Designed and produced rate sheets used throughout the nation by loan officers and external brokers that allowed for accurate pricing
  • Developed system to reconcile purchased loans that resulted in recouping over $50,000 monthly 
  • Effectively handled daily volumes of over $30 million and 150 locks 
  • Received Assistant Vice President promotion in 2006
Technical Ops. Representative II Nov 2001 - Jun 2003
FIFTH THIRD BANK Milwaukee, WI
  • Responsibilities included programming and repair of software and equipment packages sold to third party sales offices
  • Daily auditing of credit card batches for accuracy and cultivating a resource desk for merchants with unique technical, customer service & billing issues
  • Certified in programming and troubleshooting Verifone/Hypercom/Nurit equipment
  • Effectively handled escalated issues for management daily
Education
Diploma: Jan 1997 Bay View High School Milwaukee, WI
Ongoing: Archaeology University of Wisconsin - Milwaukee Milwaukee, WI
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Resume Details

This is a real resume for a Client Support Analyst in Brown Deer, Wisconsin with experience working for such companies as D H, Shelter Mortgage Company Llc, Guaranty Bank Fsb. This is one of the hundreds of Client Support Analyst resumes available on our site for free. Use these resumes as templates to get help creating the best Client Support Analyst resume.

Previous Companies:

  • D H
  • SHELTER MORTGAGE COMPANY LLC
  • GUARANTY BANK FSB

Previous Job Positions:

  • Client Support Analyst
  • Residential Mortgage Loan Officer
  • Corporate Loan Officer
  • Shelter Mortgage Residential Loan Officer
  • Supervisor

Schools:

  • Bay View High School
  • University of Wisconsin - Milwaukee

Level of Education:

  • Diploma
  • Ongoing

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