Melissa Colin
Buckeye
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
20
20
years of professional experience
Work History
Executive Mortgage Loan Officer
Rocket Mortgage
Phoenix
08.2019 - 10.2024
- Worked with underwriters to fix application problems and resolve issues.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Explained different types of loans pertaining to client situations.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Negotiated loan terms and conditions with clients to maximize profitability.
- Developed extensive network of referral partners to source new mortgage loan opportunities.
- Checked loan documents for accuracy prior to closing.
- Monitored pipelines to track and log status of loans.
- Developed and maintained relationships with customers, lenders and other third parties.
- Processed loan applications and monitored progress from start to finish.
- Proactively identified solutions for customers experiencing credit issues.
- Assisted customers with completing loan applications and other paperwork.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Negotiated loan terms and conditions with customers to secure best deal.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
Office Manager
Valley Pallet
08.2015 - 10.2016
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Hiring new employer
- Payroll
- Coordinated special projects and managed schedules.
- Controlled finances to lower costs and keep business operating within budget.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Evaluated employee records and productivity and submitted evaluation reports.
- Delivered performance reviews, recommending additional training or advancements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Managed senior-level personnel working in marketing and sales capacities.
- Managed office operations while scheduling appointments for department managers.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Credit Analyst
Bank Of America
02.2006 - 01.2014
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Made decisions and recommendations about extending lines of credit.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Assessed credit risk and analyzed financial statements.
- Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
- Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
- Attended credit-related training and conferences to stay informed about industry trends and developments.
- Collaborated with other teams to identify and mitigate risks impacting organization.
- Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
- Negotiated payment plans and loan terms with delinquent customers.
- Maintained compliance with applicable regulations and laws governing consumer credit.
- Investigated and resolved customer disputes related to credit decisions.
- Improved understanding of financial statements, which helped in assessing risk.
Credit Card Collection Agent
Discover Card
05.2004 - 01.2006
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Collected on delinquent accounts to reduce overdue balances.
- Identified and contacted customers with overdue accounts to address payment status.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Documented customer payment interactions and account statuses for future reference.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Maintained consistently high success rate of collecting on overdue accounts.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Collaborated with other departments to verify customer compliance with payment plans.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Established relationships with customers to encourage payment of delinquent accounts.
- Processed debtor payments and updated accounts to reflect new balance.
- Generated and distributed monthly customer statements.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Developed and documented collection procedures and policies to comply with government regulations.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Investigated customer credit references and approved credit lines.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Prepared and submitted legal documents to initiate court proceedings.
Education
High School Diploma -
Preston High School
Preston, ID05.1996
Skills
- Payoff Planning
- Marketing Expertise
- Commercial Real Estate
- Production Leadership
- Spanish
- Fraud Prevention and Detection
- Complete Loan Applications
- Verify Agreements
- Credit Check Knowledge
- Payment Collection
- Mortgage Loan Origination
- Financial Service Solutions
- Loan Approval
- Invoice Preparation
- Client Account Management
- Knowledge of VA Loan Process
- Negotiation Tactics
- Client Interviews
- Pre-Approval Process
- Oral and Written Comprehension
- Serve Customer Needs
- Mortgage loan order acquisition
Languages
4
Timeline
Executive Mortgage Loan Officer
Rocket Mortgage
08.2019 - 10.2024
Office Manager
Valley Pallet
08.2015 - 10.2016
Credit Analyst
Bank Of America
02.2006 - 01.2014
Credit Card Collection Agent
Discover Card
05.2004 - 01.2006
High School Diploma -
Preston High School