Jacob Burns Email & Phone Number

• Conduct training sessions virtually• Create video tutorials as needed• Develop training materials, including course outlines, user guides, practice exercises, instructional sheets, and quick reference cards• Assist with support issues related to training• ·Time management and tracking

Milwaukee

Responsible for creating and implementing various training activities for different technologically skilledaudiences. Build relationships with colleagues, partner with the help desk, and discover opportunities tobuild and enhance current competencies across the organization. This position reports directly to theDirector of IT, and additional responsibilities include: Onboard new hires - ensuring they feel comfortable with our technology and work environment by the timetraining is completed. Provide expert advice, guidance and respond quickly to colleague inquires - in some cases, skillfully completethe task and follow-up with them at a later, less stressful moment. Create quick reference guides and training materials that use adult learning principles. Collaborate and coordinate with IT teammates ensuring training deliverables are in line with department goals. Ability to identify and adjust personal training sessions based on individual learning gaps or learning styles. Evaluate training sessions using anonymous survey - testing the goals for the training were achieved andaudience enjoyed the lesson. Sharpen professional skills by self-learn newer technology and better training practices.

Greater Milwaukee Area

Conduct on-site and web-based product setup and training for external clients. Demonstrate moderate knowledge level and application of standards, principles, theories, concepts, techniques, practices, and procedures in banking and or credit union operations.Key performance metrics are:-Track external audience learning activities and measure their effectiveness.-Delivery of documentation and review of client survey results.-Manage personal travel schedule in accordance with internal policies.-Complete training reports and expense reports in a timely manner.-Actively participates in team meetings.-Follow up on each training session to ensure customers’ training expectations are met.-Recommend to management any changes or enhancements to products and services, including making suggestions for increasing revenue and reducing costs.-Maintains punctuality, tact, thoroughness and professionalism in representing D+H.-Maintains proficient knowledge of job related information by reviewing periodicals and utilizing internal training resources.-Promotes and maintains positive customer relations.-Provide input and feedback regarding internal training curriculum and courses.-Actively add / modify / delete content in KMS in accordance with established style and content guidelines-Work with Human Resources to facilitate or deliver management, sales, leadership, and professional development programs using internally developed and vendor-supplied materials.

West Allis, Wi

On a daily basis, I evaluate customers credit in a high paced production based environment, ensuring zero errors with champion results. The following is my job description:Evaluate debt ratio, loan-to-value ratio, property valuation as well as other factors to determine creditworthinessEvaluate and structure loan requests, determining appropriate documentation for approved loansEvaluate financial risk in conformance with underwriting policies, procedures and methodologiesApprove loans and concurrences up to pre-approved lending limitsAssessing loan attributes and documentation for soundnessAssures compliance with all regulationsAnalyze and review the file for accuracy, thoroughness and completenessKnow the red flags and ensure that issues that fall outside of the Banks and regulatory guidelines are reviewed and escalate questionable issues to management for further review and decisioning.Provide excellent customer service to the sales channel network through professional written and verbal communication and teamworkIdentify and professionally communicate any areas of improvement needed relating to applicationEnsure needs are met or exceeded by resolving complaints in a timely mannerOptimize opportunities by referring cross-sales to the appropriate sales LOBAuthorities

Pewaukee, Wisconsin

-Develop training programs by partnering with departments to create programs that support growth and progression of Loan Originators.-Create, update, format, proofread and prepare training materials.-Writes proposals for organizational training needs.-Performs research on new laws, regulations and developments of Loan Origination.-Maintain training statistics on a regular basis. Provides training statistics for executive review which include successes and planned focuses for the future.-Facilitate new Loan Originator Training ensuring the new Loan Originator experience is effective and representative of WMC’s corporate vision and mission.-Implement e-learning courses (when applicable) to meet the needs of the organization, including design, development, management and training to Loan Origination staff.-Maintains library of training tools to include tracking.-Prepares organizational and new initiative analysis on a regular basis to include training analysis.-Updates and improves knowledge, skills and attitudes pertaining to the organization, the mortgage industry and loan origination software and other origination tools.-Maintains administrative records while keeping track of development and certifications of training.-Selects and uses a variety of techniques for determining instructional content.-Analyze course materials and learner feedback and information for improvement-Schedules training with branch managers and appropriate corporate staff.-Establishes and maintains instructor professionalism and rapport with trainees.-Responds appropriately to trainees ‘needs for clarification and feedback.-Provides positive reinforcement and motivational incentives.-Demonstrates oneself as a positive role model.

Greater Milwaukee Area

-Communicate directly with customers and agents to achieve an ideal customer experience-Review rate lock and point objectives for accuracy-Ensure all pricing and fees are accurate-Understand and abide by all Chase and Federal Compliance regulations-Review title insurance, flood, tax certificates, and surveys to ensure they meet Chase guidelines-Prepare and calculate income and assets thoroughly before submission to underwriting, when applicable-Review and understand an agreement of sale-Meet all closing and commitment date-Obtain and review documents for acceptability against loan conditions-Perform all validation requirements on applicable loan files-Coordinate with buyers, sellers, title companies, escrow agents, surveyors, and real estate agents to schedule loan closings-Manage pipeline via daily pipeline reporting-Effectively manage a minimum of 60 loans in process while achieving acceptable cycle times-Achieve and maintain acceptable customer satisfaction levels

Franklin, Wi

-Accountable for delivering clarity to customers through simplicity, guidance, and know-how at the service window, as well as through needs assessment and sales-Ensure the customer’s needs are achieved by conducting a thorough financial needs assessment and recommending the most appropriate products and services that fulfills the customer’s immediate and future financial needs-Providing immediate help if needed on the teller service line, while also assisting management with daily duties around the branch-Generates leads, builds new and maintains existing customer relationships, resulting in outcomes that define great customer experience-Access to many systems that allows me to utilize my diverse knowledge in programs and computers under strict circumstances.

Brookfield, Wi

-Communicating with over 100+ customers daily in the call center providing excellent service-Troubleshoot calls from customers regarding fraud/stolen/lost cards, determine appropriate bank branch for call transfers and oversee application process for new cards-Provide information on current rates, Money Market Checking fees, account balances, and renewing Certificate of Deposits. -Working closely with colleagues and providing helpful support when needed-Connect customers with personal bankers at branches, insuring 100% customer satisfaction. -Responsible for handling customer calls in a high paced environment throughout the day and consistently delivering professional service. My leadership style is to stay flexible for each of my client’s needs and concerns. -Knowledgeable of the multiple services offered by individual banks to quickly respond to customer calls-Navigating DOS screens, internet and database screens, while using LOTUS to communicate with colleagues-Researching the services offered by each banking client in order to provide seamless customer service which is most important for this job. At all times, I offer accurate information while being able to pilot rapidly through many screens.