Provide administrative and office management support for assigned Commercial Banking team.

Develop and conduct training programs for employees/new hires in Customer Care. Formulate teaching outlines and determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops. Conduct training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge. Test trainees to measure progress and to evaluate effectiveness of training. Report on progress of employees under guidance during training periods. Maintain trainee records.

Responsible for direct selling of consumer and small business products/services to existing and new customers. Responsible for referring customers to other lines of business such as Capital One Financial Advisors, Private Banking, Small Business and Commercial banking as appropriate. Ensured all audit and security policies and procedures are followed in accordance with Bank policy and Federal regulations.

Originated mortgages for home purchases, refinances, equity lines and new home construction. Solidified contacts with local realtors, credit unions, financial advisors, builders and other referral sources. Assembled all required documentation for processing and underwriting on each loan transaction and order and review appraisals. Reviewed and analyzed loan transaction packages for preliminary approval or denial in accordance with bank guidelines including a complete review of credit history, income and employment. Ordered and reviewed appraisals. Processed and completed the conditions prior to funding and submitted completed loan to Funding.

Respond to all customer inquiries in a professional and timely manner. Analyze customers financial status, credit and property to determine available mortgage products. Obtain required information deemed necessary to complete the loan process: Originating, locking and closing home loan transactions. Develop new business through a variety of means including, personal and professional referrals, telemarketing, direct mail prospects and other sources that derive from special marketing campaigns. Observe developing trends in the industry and remain knowledgeable of changing guidelines, regulations and business practices.

Telemarketing ManagerMarketing and Group Relationship ManagerEvent Marketing CoordinatorCustomer Service Account Manager