Mark Damon
MILTON,ON
Summary
Negotiations-savvy Customer Retention Specialist accurately manages large volume of calls and inquiries. Adept at building key relationships and applying effective customer service techniques to increase sales revenue.
Overview
17
17
years of professional experience
Work History
Retention Specialist
Home Trust Company / Fairstone Bank
02.2017 - Current
- Analyzed customer feedback to identify retention trends and areas for improvement.
- Identify possible refinance opportunities to over leveraged clients.
- Developed and implemented strategies to enhance customer loyalty programs.
- Collaborated with cross-functional teams to address customer concerns swiftly.
- Monitored account activity to proactively identify at-risk customers for outreach.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Identified potential risks associated with retaining existing customers and developed action plans accordingly.
- Assist high risk clients with specialized renewal options to ease financial obligations.
Mortgage Underwriter Accelerator
Home Trust Company / Fairstone Bank
07.2015 - 02.2017
- Intake new high ration purchase applications at orinination stage.
- Ensure mortgage insurance guidelines are maintained and followed throughout the underwriting process.
- Connect with clients and brokers to collect required documentation for fulfillment.
- Assisted clients and brokers with inquiries and resolved issues to enhance customer satisfaction.
- Collaborated with cross-functional teams to streamline workflow and improve efficiency.
- Trained new employees on policies, procedures, and customer service standards.
- Participated in regular meetings with upper management regarding progress updates on current initiatives.
- Processed loan applications and verified documentation for compliance with regulations.
Mortgage Renewal Specialist
Home Trust Company / Fairstone Bank
Toronto, Ontario
09.2009 - 07.2015
- Reviewed mortgage renewal applications for accuracy and completeness.
- Collaborated with clients to discuss renewal options and requirements.
- Managed documentation flow for mortgage renewal processes effectively.
- Coordinated with underwriting teams to expedite refinance application approvals.
Skills
- Customer retention
- Risk assessment
- Data analysis
- Negotiation strategies
- Mortgage Underwriting
- Workflow coordination
- Compliance verification
- Cross-functional collaboration
- Problem solving
- Effective communication
- Cross-functional communication
- Customer relationship management
Timeline
Retention Specialist
Home Trust Company / Fairstone Bank
02.2017 - Current
Mortgage Underwriter Accelerator
Home Trust Company / Fairstone Bank
07.2015 - 02.2017
Mortgage Renewal Specialist
Home Trust Company / Fairstone Bank
09.2009 - 07.2015