Lucy Arruda
Spruce Grove,AB
Summary
I am currently looking for a new opportunity where I can use the skills and experience I have acquired over the years. Providing exceptional customer service has always been one of my passions and I have always looked for ways to improve my skills in this area by taking courses, listening to speakers, reading books and learning from peers. Over the past 30 years I have had the privilege of working for some of the top companies in the finance world, I have been able to learn from the best, enhancing my communication and leadership skills along the way while focusing on the end user. I am driven, self-motivated and a team player. Outside of work I have been fortunate enough to volunteer my time with Boyle Street as an Ambassador as well as a local charity called Generously Giving Back, through these organizations I have been able to give back to our community and do what I can to improve other's lives while educating others and myself.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Mortgage Broker
Axiom Mortgage Solutions
10.2009 - Current
- Manage varying workload with tight timelines
- Regularly attending training sessions to stay up-to-date with regulatory or industry changes
- Build strong relationships with referral sources and other centres of influence and maintain them in order to generate continued business referrals
- Develop and execute marketing plans
- Build relationships with clients
- Perform analysis of client income, credit, investment and property
- Develop mortgage financing plans for clients
- Perform loan underwriting - mitigating risk for lenders
- Recommend mortgage products and provide solutions
- Present case to lenders and recommend approval based on client application
- Maintain a positive presence on social media and representing the company at trade shows and events
- Assessed clients' financial data to determine loan suitability
- Collaborated with and facilitated communications between borrowers and lenders to obtain ideal loans for home purchases
- Advised clients on loan process and specialized topics in home purchasing such as Reverse Mortgages and Spousal Buyouts
- Explained entire mortgage loan process to borrower
- Established strong relationships with borrowers, which helped to forge new business opportunities.
- Collaborated with different lenders to find best possible deal for homebuyers
- Evaluated borrower financial information, pay stubs and credit history to determine loan possibility
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates
- Worked with underwriters to fix application problems and resolve issues.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process
- Analyzed loan applications and credit reports to determine loan eligibility and risk level
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Checked loan documents for accuracy prior to closing
- Developed extensive network of referral partners to source new mortgage loan opportunities
- Participated in industry events and conferences to build relationships and gain market intelligence
- Developed and implemented marketing campaigns to generate new business opportunities
Manager, Residential Mortgages
TD Canada Trust
05.2002 - 10.2009
- Manage varying workload with tight timelines
- Regularly attending training sessions to stay up-to-date with regulatory or industry changes
- Build strong relationships with referral sources and other centres of influence and maintain them in order to generate continued business referrals
- Build relationships with clients
- Perform analysis of client income, credit, investment and property
- Perform loan underwriting - mitigating risk for lenders
- Recommend mortgage products and provide solutions
- Present case to lender and recommend approval based on client application
- Represent the company at trade shows and events
- Accomplished multiple tasks within established timeframes.
Manager, Customer
TD Canada Trust
02.1998 - 05.2002
- Exhibit leadership skills
- Offer top quality customer service experience
- Demonstrate excellent, interpersonal and communication skills
- Demonstrate excellent organizational, problem solving and decision making skills
- Hire, train, supervise, write performance reviews and schedule staff
- Train staff to identify and ensure all opportunities to grow the business of customers are addressed resulting in improved sales, revenue, targets, profitability, and portfolio volume growth
- Train staff to provide quality service at every customer interaction to demonstrate commitment to being a customer centric institution
- Adhere to both professional practices and standards and and bank processes and controls
- Contribute to the success of the business through personal and team commitment
- Achieve knowledge, competency and accreditation requirements by participating in internal bank courses, and any required external courses
- Work in a fast paced environment
- Managed and motivated employees to be productive and engaged in work
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled customer inquiries and suggestions courteously and professionally
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and customers
Financial Advisor
TD Canada Trust
03.1993 - 02.1998
- Offer top quality customer service experience
- Demonstrate excellent, interpersonal and communication skills
- Demonstrate excellent organizational, problem solving and decision making skills
- Adhere to both professional practises and standards and and bank processes and controls
- Contribute to the success of the business through personal and team commitment
- Achieve knowledge, competency and accreditation requirements by participating in internal bank courses, and any required external courses
- Work in a fast paced environment
- Engage with new and existing clients on a daily basis to better understand their short- and long-term financial goals
- Regularly attending training sessions to stay up-to-date with regulatory or industry changes
- Proactively resolving or preventing banking or portfolio problems
- Educating clients to ensure they understand how their money can work better for them
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Developed comprehensive retirement planning strategies to help clients maximize retirement savings.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs.
- Analyzed financial needs of clients and developed tailored strategies to meet goals.
- Helped clients make informed decisions about financial future.
- Presented financial plans and investment recommendations to clients.
- Developed and maintained strong relationships with clients to maximize satisfaction.
- Educated clients on potential risks and rewards associated with various investments.
- Assisted clients with budgeting and cash flow management.
Education
College diploma - Finance
Northern Alberta Institute of Technology
Skills
- Business Opportunity Development
- Customer Interaction
- Assessing Loan Qualification
- Mortgage Loan Closing
- Marketing Expertise
- Reading Comprehension
- Credit Check Knowledge
- Client Account Management
- Fraud Prevention and Detection
- Customer Inquiries
- Economics Understanding
- Microsoft Office
- Processing Loan Applications
- Application Verification
- Equifax Application Engine
- Customer Proposals
- Complex Problem-Solving
- Retail Mortgages
- Client Engagement and Assistance
- Credit Understanding
- Application Tracking
- Mortgage Program Recommendations
- Calculate Payments
- Applicant Counseling
- Client Interviews
- Pre-Approval Process
- Documentation
- Customer Relationship Management
Certification
Registered Collaborative Finance Professional - January 2021
Accredited Mortgage Professional - March 2013
Residential Mortgage Specialist - March 2013
Mortgage Associated Program - July 2009
Additional Information
- Awards , Sapphire Club August 2022 Outstanding Sales Optimum Silver December 2020 Outstanding Individual Achievement in Annual Mortgage Sales Sapphire Club September 2018 Outstanding Sales Sapphire Club August 2017 Outstanding Sales Sapphire Club August 2016 Outstanding Sales Sapphire Club August 2016 Outstanding Sales Sapphire Club August 2015 Outstanding Sales Team of the Year January 2004 Awarded to the top Mortgage Specialist Team in Canada.
Timeline
Mortgage Broker
Axiom Mortgage Solutions
10.2009 - Current
Manager, Residential Mortgages
TD Canada Trust
05.2002 - 10.2009
Manager, Customer
TD Canada Trust
02.1998 - 05.2002
Financial Advisor
TD Canada Trust
03.1993 - 02.1998
College diploma - Finance
Northern Alberta Institute of Technology
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