MICHAEL HOENER

• Provided personalized customer service of the highest level by establishing rapport and presenting a positive, friendly attitude.
• Resolved customer inquiries and issues efficiently, including any technology assistance with utilizing the company website or mobile app.
• Applied strong work ethic and sense of urgency to meet performance metrics and goals.
• Utilized knowledge of consumer banking, servicing checking, debit card, savings, CD, IRA, and trust accounts to address customer needs effectively.

• Analyzed complex financial and credit information in accordance with internal underwriting standards and federal regulations.
• Managed assigned pipeline of VA and Conventional Loans, resolving conditions within tight deadlines
• Established strong working relationships with business partners and brokers.
• Adhered to Fannie Mae, Freddie Mac, FHA, and VA guidelines, ensuring compliance with state and federal lending regulations.

• Advised clients on home buying and refinance processes, exceeding monthly production goals.
• Provided support to team members, contributing to performance improvement and development opportunities.
• Effectively managed a pipeline of over 300 clients, maintaining excellent client service and communication.

Team Leader

• Continued development and coaching of a team generally consisting of 15-25 team members.
• Exemplified company culture while effectively communicating company goals and vision.
• Held team members accountable for individual goals and company standards.
• Continued self-development by attending ongoing professional development classes and trainings.
• Managed personal pipeline and examined technology issues to provide feedback on improvements.
• Communicated at a high level to clients with complex files and followed through on concise updates.
• Received underwriting training including credit, income, property/appraisal, assets, debt, and identity verification.

Director of Communications

• Set the vision and direction strategically and tactically for the communications team.
• Coached and developed team members to their full potential and provided professional growth opportunities.
• Partnered with the Business Intelligence team to continually develop our technology to streamline efficiency for team members and customers.
• Made recommendations for innovative solutions to integrate into the company environment.
• Identified areas needed to grow the team in order to support company-wide goals.
• Continued underwriting Conventional, VA, and FHA files, including exception review/approval.

• Successfully orchestrated events welcoming up to 5,000 guests, ensuring high-quality service.
• Oversaw hiring, training, and management of service, bartending, and warehouse staff.
• Addressed issues regarding employee performance and implemented disciplinary action as necessary.