Justin Martin

• Having helped establish the renewal and retention department, I have been heavily involved in creating the process’ and training guides required to complete a series of transactions for existing clients. This included working with capital market teams, sales teams and back end developers. As well as establishing process and standards for this new department, I have continued to service client requests with due diligence and efficiency.
• Developed customized solutions for challenging cases, achieving successful outcomes for both clients and the organization.
• Collaborated with underwriting team to ensure timely approval of mortgage renewals, minimizing delays for clients.
• Increased customer satisfaction through timely communication and personalized service during the renewal process.
• Worked closely with sales team to identify potential new business opportunities within existing client base during renewal consultations.
• Optimized internal processes by collaborating with cross-functional teams to address workflow bottlenecks and areas for improvement.
• Achieved consistent adherence to deadlines through diligent tracking of progress reports and proactive follow-ups with relevant parties.
• By maintaining a solutions-oriented approach, successfully resolved client disputes and negotiated mutually beneficial outcomes for both parties involved in mortgage renewal processes.
• With strong attention to detail, ensured accuracy of all documentation related to mortgage renewals, reducing the risk of errors and potential penalties.
• Educated clients on various loan modification programs available to them, empowering informed decision-making during the renewal process.
• Continuously updated knowledge of industry regulations, products, and competitors to stay ahead in a competitive market environment.

Monitored the progress of loan applications through origination process from application submission till closing date. Assessed feasibility of loan approval by reviewing financial histories, available credit, and current employment.

● Identified valuable solutions for customers with credit problems.

● Established relationships with realtors, builders, bankers, attorneys, appraisers, title companies, insurance agents to expand referral base.

● Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.

● Approved or denied loan applications and explained reasoning behind decisions.

● Attended training sessions conducted by senior staff members on topics like customer service standards or compliance regulations.

● Reviewed credit reports and other documents related to a customer's financial history to ensure accuracy.

● Interviewed borrowers to collect loan application information. ● Reviewed client documentation and contracts for discrepancies and mistakes.

• Maintained strong relationships with existing customers by delivering exceptional service and ongoing support as needed.
• Identified opportunities for upselling additional services, resulting in increased revenue for the company.
• Increased productivity by collaborating with management to develop process improvements.
• Conducted troubleshooting and diagnostic procedures on customer devices.
• Recommended new products and services to customers.
• Answered customer questions about billing, account issues and upgrade possibilities.
• Trained internal teams on new software applications, empowering them to better serve clients with up-to-date knowledge.
• Conducted thorough analyses of client needs to ensure tailored solutions that addressed unique challenges and goals.
• Championed a culture of continuous learning, encouraging team members to seek out new skills and knowledge for personal and professional growth.