Brandi Dennis
Summary
Accomplished Bilingual Mortgage Renewal Advisor and Internal Broker with extensive experience in providing expert mortgage advice and support in both English and French. Recognized as a top performer for multiple consecutive years, I have a proven track record of exceeding targets and delivering exceptional customer service. Adept at managing client portfolios, conducting thorough financial assessments, and facilitating seamless communication between brokers and underwriting teams. As a five-time leader in sales and leadership, I bring a strong ability to mentor and develop teams, streamline processes, and enhance overall service delivery to drive business growth and client satisfaction.
Overview
17
17
years of professional experience
Work History
Bilingual Internal Broker
MCAP
Toronto, ON
02.2020 - Current
- Serve as the primary point of contact for homeowners, providing expert advice and support on mortgage products and services.
- Facilitate seamless communication between homeowners and underwriting teams to ensure efficient processing of mortgage applications.
- Achieve recognition as a top performer for two consecutive years, consistently exceeding performance targets and contributing to business growth.
- Conduct detailed financial analysis and risk assessments to recommend suitable mortgage solutions.
- Develop and maintain strong relationships with internal stakeholders to foster collaboration and improve overall service delivery.
Bilingual Mortgage Renewal Advisor
Paradigm Quest
Toronto, Ontario
05.2017 - 02.2020
- Provide expert advice and guidance on mortgage renewal options to a diverse client base in both English and French.
- Successfully manage a portfolio of clients, ensuring timely and accurate processing of mortgage renewals.
- Achieve and maintain status as a top performer for three consecutive years, consistently exceeding renewal targets and client satisfaction goals.
- Conduct thorough financial assessments and recommend tailored mortgage solutions to meet clients' individual needs.
- Collaborate with cross-functional teams to streamline renewal processes and enhance overall customer experience.
Customer Service Team Lead
Paradigm Quest
Toronto
03.2011 - 05.2017
- Supervise and mentor a team of customer service representatives, providing guidance and support to enhance performance and morale.
- Monitor and analyze team performance metrics, implementing strategies to achieve and exceed targets.
- Handle escalated customer issues, ensuring timely and effective resolution to maintain high levels of satisfaction.
- Conduct regular training sessions and workshops to keep the team updated on new products, services, and best practices.
- Collaborate with other departments to streamline processes and improve overall customer service experience.
Bilingual Customer Service Agent
Macquarie Financial
Toronto
08.2009 - 03.2011
- Efficiently manage and resolve customer inquiries and complaints via phone, email, and chat.
- Provide product and service information, including troubleshooting steps and detailed explanations.
- Maintain a high level of professionalism and empathy to ensure customer satisfaction.
- Document all customer interactions and transactions accurately in the CRM system.
- Collaborate with team members and other departments to resolve complex issues and improve customer service processes.
Bilingual Client Relationship Officer
Macquarie Financial
Toronto, Ontario
02.2007 - 08.2009
- Handle and resolve escalated issues promptly and effectively.
- Coach callers on processes and problem-solving techniques to enhance their skills.
- Provide comprehensive mortgage information and advice to inbound service specialists.
- Offer detailed factual explanations and recommendations to customers.
- Manage calls from specialists, escalated clients, and business partners regarding CML/FLM mortgage products, services, and programs.
- Deliver thorough mortgage advice and information to inbound service inquiries.
- Identified potential opportunities for upselling or cross-selling products and services.
Education
Mortgage License
REMIC
Toronto05-2008
Bachelor of Arts - Television Broadcasting
Seneca College - School of Communication
06-2005
Skills
- Financial Analysis
- Market trend expertise
- Documentation abilities
- Risk Mitigation
- Portfolio Management
- Trustworthiness
- Sales technique development
- Financial Planning
- Cost Evaluation
- Self Motivation
- Computer Skills
- Active Listening
- Data Gathering
- Professionalism
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Timeline
Bilingual Internal Broker
MCAP
02.2020 - Current
Bilingual Mortgage Renewal Advisor
Paradigm Quest
05.2017 - 02.2020
Customer Service Team Lead
Paradigm Quest
03.2011 - 05.2017
Bilingual Customer Service Agent
Macquarie Financial
08.2009 - 03.2011
Bilingual Client Relationship Officer
Macquarie Financial
02.2007 - 08.2009
Mortgage License
REMIC
Bachelor of Arts - Television Broadcasting
Seneca College - School of Communication
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