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Professional Summary
More than 14 years of Contact Center experience including five years managing a team of up to 25 consultants. Extremely knowledgeable with all facets of the hiring, training, coaching and development process of Contact Center consultants. Committed to developing a workplace that fosters high morale. Ability to ensure each team has solid performance levels and strong cohesion throughout the Contact Center.
Skills
  • Quick learner
  • Interacts effectively with senior management
  • Highly dependable
  • Multi-tasker
  • Go to person
  • Business Intelligence, SAIL, Starstation, DNA
  • Microsoft Outlook, Word and Excel
  • Adobe, Java, Apropos, Evolve
Work History
06/2017 to Current
Contact Center Team Leader Arkansas Federal Credit Union Jacksonville, AR
  • Analyze and monitor call volume to measure each consultants productivity and job performance.
  • Effectively manage high inbound call volume and assist during long wait times.
  • Receive escalated calls from consultants in order to resolve member issues.
  • Investigate member complaints in order to come up with a suitable resolution for the members and the credit union.
  • Provide incentives to increase productivity by offering consultants awards for most products sold.
02/2016 to 06/2017
Core Team Arkansas Federal Credit Union Jacksonville, AR
  • Part of a team that implemented a new operating system for the entire credit union (roughly over 200 people).
  • Attained reports to clean up the old core system (XP) in preparation for the new core system (DNA).
  • Managed a team (between 5-10 people) within the project in order to decipher which forms needed to be changed and which ones were obsolete.
  • Hand designed forms for the new core system.
  • Collaborated with third party vendors to develop, test, and keep them abreast on how the implementation of their product was working with the new system.
  • Worked closely with assistant managers, managers, AVP's, and VP's to complete the project by its deadline.
09/2013 to 02/2016
Member Service Center Team Leader Arkansas Federal Credit Union Jacksonville, AR
  • Managed team productivity to meet or exceed quality service goals.
  • Prepared and presented annual reviews for a team of up to seven consultants.
  • Scheduled staff shifts to cover peaks and lulls in member calls.
  • Created training material and trained new consultants.  
  • Facilitated inter-departmental communication to effectively provide member support.
  • Provided an elevated membership experience which resulted in loyal members.
08/2010 to 09/2013
Member Service Consultant Arkansas Federal Credit Union Jacksonville, AR
  • Created member account profiles.
  • Answered telephone inquiries on credit union products including savings, checking, loans, and lines of credit.
  • Executed wire transfers, stop payments and account transfers.
  • Offered products and services to improve each member's financial lives.
  • Accurately documented, researched and resolved members issues.
  • Worked on the connections project.
10/2008 to 08/2010
Call Center Loan Officer Arkansas Federal Credit Union Jacksonville, AR
  • Interviewed members to assess their situation and advised them of their loan options.
  • Consulted members on other available services to put them in a better financial situation.
  • Formed lasting member relationships.
  • Informed members on how to improve their credit.
  • Reviewed applications and made appropriate decisions.
  • Trained new loan officers.
04/2003 to 10/2008
Call Center Representative Arkansas Federal Credit Union Jacksonville, AR
  • Answered incoming calls regarding all types of accounts.
  • Assisted members with their requests.
  • Answered a constant flow of calls with up to 24 calls in queue per minute.
  • Processed loan applications and reported the information to the proper individuals.
  • Worked with other departments to achieve member satisfaction.
  • Trained new representatives.
Education
Associate of Science: Medical Laboratory Technology Indiana University - Gary, IN
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Skills
  • Practiced at FHA loan process
  • Strong banking ethics
  • Proficient in 10-key
  • Risk management assessments
  • Inventory management
  • Proficient in many types of accounting systems and software
  • Financial analysis aptitude
  • Complex problem solving
  • Goal-oriented
  • Self-sufficient
  • Cheerful demeanor
  • Flexible
  • Excellent work ethic
Work History
Loan Production Assistant , 04/2016 to Current
Loan Depot Roseville, Ca
  • Review new loan submissions from Loan Officer and verify loan application is complete.
  • Input data on new loans as received into the Empower system.
  • Requested and gathered all necessary loan documentation from the borrower. 
  • Review, confirm and lock in the rate per the current rate sheet. 
  • Pre-underwriting and analyze the borrower's income and credit report. 
HVCC Appraisal Coordinator Supervisor, 05/2009 to 04/2016
Summit Funding Sacramento, Ca
  • Run all Conventional, FHA, USDA appraisal orders through the internal appraisal system. 
  • Process all appraisals through UCDP to receive successful FNM/FRE SSR's for the investor requirements. 
  • Manage internal appraisal system to insure that appraisals are ordered in a rotation to comply with HVCC guidelines.
  • Send appraisals to borrower within 24 hours of receipt.
  • Request appraisal corrections and re-inspections from appraisal. 
Loan Officer , 09/2003 to 02/2008
American Home Loans Rio Linda, Ca
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
  • Developed and maintained relationships with local real estate agents.
  • Submitted loan applications to the underwriter for verification and recommendations.
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Summary
Results-oriented brand advocate with 10 plus years of diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
Skills
  • Team management
  • Skilled multi-tasker
  • Deadline-oriented
  • Microsoft Office proficiency
  • Results-oriented
  • Strong problem solver
  • Strong interpersonal skills
  • Proven sales track record
  • Time management​
  • Exceptional customer service
  • MS Office proficient
  • Sales expertise
  • Reliable
  • Energetic
  • Approachable
  • Strong work ethic
Experience
Customer Service Manager 08/2016 to 02/2018 Wal-Mart Kyle, TX Delegated tasks to team members to optimize productivity. Answered customers' questions and addressed problems and complaints in person and via phone. Helped customers select products that best fit their personal needs. Maintained visually appealing and effective displays for the entire store. Held each team member accountable for achieving brand and performance goals.  Successfully managed the activities of 20 plus team members in multiple locations. Built and maintained effective relationships with peers and upper management. Addressed customer inquiries and resolved complaints. Conducted price checks for cashiers and service clerks. Executed cash transactions quickly and accurately. Emphasized fast and friendly customer service.
BSA Compliance Specialist/ Member Advocate 07/2016 to 07/2019 RBFCU San Antonio, TX Managed opening and closing times for the main branch. Opened new customer accounts, including checking, savings and Safe Deposit Boxes. Processed cash withdrawals. Adhered to company security and audit procedures. Maintained confidentiality of bank records and client information. Balanced daily cash deposits and bank vault inventory with a zero error rate. Delivered prompt, accurate and excellent customer service. Maintained a detailed case log of all cases assigned to monitor progress and completion. Created, organized and maintained files, and daily case notes. Review all cases and reports for accuracy, quality and compliance. Kept abreast of regulatory requirements, to include accrediting bodies, federal, state and local requirements and policies.
Senior Loan Officer 09/2015 to 05/2016 RateGenius Austin, TX Contacted customers by phone and email in response to inquiries. Promptly resolved all customer requests, questions and complaints. Built relationships with customers and the community to establish long-term business growth. Compiled database of loan applicants' credit histories, corporate financial statements and other financial information. Successfully closed an average of 40+ loans per month. Educated customers on the variety of loan products and available credit options. Prepared, completed and processed customer account forms and database changes. Performed daily maintenance of loan applicant database. Executed loan origination process, including ordering credit reports, appraisals and preliminary title reports.
Sales/Internet Sales Manager 10/2012 to 09/2015 Nissan Of San Marcos San Marcos, TX Answered customers' questions about products prices, availability, uses and credit terms. Delivered exceptional customer service to strengthen customer loyalty. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Led sales calls with team members to establish sales and customer retention goals. Trained in negotiations and time management.
Overnight Supervisor 01/2011 to 09/2012 Vision Enterprises San Marcos, TX Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Prevented store losses using awareness, attention to detail and integrity. Trained new employees quarterly. Used Point of Sale register system to complete transactions. Counted and balanced registers. Prepared and submitted nightly bank deposits.
Field Supervisor 12/2009 to 11/2010 CMS Enterprises San Marcos, TX Successfully managed the activities of 5 team members in multiple locations. Provided a high level of product and leadership support to representatives and clients. Described use and operation of merchandise to customers. Placed special merchandise orders for customers. Shared product knowledge with customers while making personal recommendations. Worked as a team member to provide the highest level of service to customers. Worked as a team member to provide the highest level of service to customers.
Assistant Manager 02/2009 to 12/2009 99c Only Store San Antonio, TX Delivered excellent customer service by greeting and assisting each customer. Addressed customer inquiries and resolved complaints.Design and implemented customer satisfaction metrics. Opened and closed the store, which included counting cash drawers and making bank deposits. Helped customers select products that best fit their personal needs. Maintained visually appealing and effective displays for the entire store. 
Administrative Assistant/Lab Tech 06/2007 to 08/2008 GeneMed Synthesis San Antonio, TX Verified that information in the computer system was up-to-date and accurate. Eliminated outdated records by sending the records to be scanned. Created monthly reports for records. Organized billing and invoice data and prepared accounts receivable and expected revenue reports for controllers. Created new orders made copies, sent faxes and handled all incoming and outgoing correspondence. Managed daily office operations and maintenance of equipment.
Education and Training
High School Diploma: Sciences 2006 Douglas MacArthur High School San Antonio, TX, United States
Activities and Honors
Active Volunteer at PAWS Shelter Kyle TX
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Professional Summary
Meticulous Licensed Professional, excellent at juggling multiple tasks and working under pressure. Broad industry experience includes all aspects of mortgage loan finance,  New Home Sales, General Real Estate transactions, Property management and Notary Public Services.
Skills
  • Active Nevada Real Estate License
  • Customer service-oriented
  • Property management
  • Excellent teamwork
  • Works well independently
  • Strong organizational skills
  • Notary Public
  • Data management
  • Extremely organized
  • Excellent customer service skills
  • Staff training and development
  • Hourly shift management
  • Bank deposit procedures
  • Opening and closing procedures
  • Work History
    Licensed Real Estate Broker/Salesperson 04/2008 to Current
    Real Estate Professional Services LLC North Las Vegas, Nevada
    • Introduced and monitored effective lease renewal programs.
    • Carefully screened applicants for tenancy.
    • Analyzed and evaluated monthly and quarterly financial statements.
    • Verified that all customer complaints were handled promptly and appropriately.
    • Communicated effectively with owners, residents and on-site associates.
    • Evaluated and recommended changes in rental pricing strategies.
    • Continually stayed up-to-date on mortgage rates and related real estate news.
    • Communicated with clients to understand their property needs and preferences.
    • Worked closely with clients to get the appropriate loans, inspections and credit reports.
    Loan Officer 03/2001 to 07/2009
    TCS Mortgage INC San Diego, CA
    • Recommended loan approvals and denials based on customer loan application reviews.
    • Maintained current loan and pricing information on the online banking website.
    • Originated, reviewed, processed, closed and administered customer loan proposals.
    • Compiled database of loan applicants\' credit histories, corporate financial statements and other financial information.
    • Developed and maintained relationships with local real estate agents.
    • Submitted loan applications to the underwriter for verification and recommendations.
    • Successfully closed an average of 8 loans per month.
    • Reviewed and edited loan agreements to ensure accuracy.
    • Complied with regulatory requirements, including the Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
    Customer Service Manager 12/1994 to 02/2001
    Sportmart Inc/ Gart Sports San Diego, CA
  • Hired and trainednew hires in multiple departments.
  • Scheduled and led weekly store meetings for all employees.
  • Examined merchandise to verify that it was correctly priced and displayed.
  • Assigned employees to specific duties to best meet the needs of the store.
  • Counted cash drawers and made bank deposits.
  • Promoted from Team Leader to Assistant Manager within 3 months of becoming 18 years of age.
      Greeted customers in a timely fashion while quickly determining their needs.
  • Recommended merchandise to customers based on their needs and preferences.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
  • Responded to customer questions and requests in a prompt and efficient manner.
  • Contacted other store locations to determine merchandise availability.
  • Trained, coached and mentored staff to ensure smooth adoption of new program.
  • Implemented innovative programs to increase employee loyalty and reduce turnover..
  • Education
    High School Diploma: 1996 Poway High School - Poway California
    Associate of Arts: Business 2002 Miramar College - San Diego California
    Real Estate License: Real Estate 2007 Kaplan College - Las Vegas, NV
    Certifications

    Nevada Notary Public

    Nevada Real Estate Broker/Salesperson