Vanderbilt Mortgage and Finance, Maryville TN Jan., 2007 - Jul., 2015Interviewed potential customers and reviewed credit reports prior to making decisions on whether or not to purchase new credit from applications submitted through Mobile Home and Modular Home sales centersRecommend the best mortgage product (Conventional, FHA) for qualified applicants based on the customers' goals and expectations Maintain and build relationships with multiple sales centers within assigned territory to promote new business Managed a team of Loan Specialists and account representativesTravel the territory to present new and existing product offerings to regional/sales mangersManage credit portfolio to assure all procedures are followed and actions taken to minimize delinquency

Vanderbilt Mortgage and Finance, Maryville TN Oct., 2006 - Dec., 2007Call center team leader for seven account representatives Assist in problem resolution for escalated issues Responsible for coaching new team members, enforcing company policies/procedures, and providing yearly performance reviews Create agendas and present topics for monthly team meetings Approve all legal actions pertaining to the repossession and/or foreclosure process

Vanderbilt Mortgage and Finance, Maryville TN Feb., 2005 - Oct., 2006Made outbound calls to delinquent customers and provided solutions which were mutually beneficial to the customer and company Proceeded on delinquent mortgages while following company policy and complying with state laws

Deutsche Bank / Scudder Investments, Chicago, IL Feb.,for a team of 15 representatives covering multiple product lines Led a team of 10 cross-departmental representatives who contacted customers and brokers after the tragedy of 9/11 Assisted in the development of a revised interview process successfully decreasing the external turnover ratio Worked as a liaison between the contact center and the marketing departmentMember of a group that integrated two contact centers following the merger of Deutsche/Scudder

Fielded inbound calls from current and prospective clients and their brokers Presented the companies multiple investment products and recommended those which matched the customer's objectivesMaintained knowledge of daily activities within the financial markets