Oluwatoyin OBOITE
Winnipeg
Summary
Skilled Loan agent with deep understanding of credit analysis, loan origination and closing. Hardworking professional with over 5 years of excellent reputation for resolving problems, improving customer satisfaction and focused on helping customers to reach their financial goals.
Overview
7
7
years of professional experience
Work History
Member Solutions Agent
Steinbach Credit Union
02.2023 - Current
- Developed strong relationships with borrowers, providing exceptional customer service and fostering trust throughout the lending process.
- Processed Loan and lines of credit applications
- Processed Mortgage Loans, renewals and refinance.
- Sold insurance products to borrowers to protect them and also assist them in meeting their financial goals.
- Created new membership account for members through the ASAPP online portal.
- Processed SCU E-loan applications online through the ASAPP portal.
- Managed a diverse portfolio of loans, ensuring timely payments and addressing any delinquencies or issues proactively.
- Enhanced communication between departments through effective collaboration, resulting in streamlined processes and improved operational efficiency.
- Reviewed loan documentation for accuracy and completeness, reducing processing errors and expediting approvals.
- Developed and maintained relationships with customers, lenders and other third parties.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Explained very technical financial information to applicants in easy to understand language.
- Proactively identified solutions for customers experiencing credit issues.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
Member Contact Center Representative
Steinbach Credit Union
10.2021 - 02.2023
- Identified issues with members online banking and provided solution to problems.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Served customers and followed outlined steps of service.
- Offered our competitive GICs rates to members and assisted them with purchasing GICs.
- Reviewed member' bank statements to verify income deposits.
- Processed online bill payments requests from members and updated required payee information.
- Carried out account change requests.
- Built and deepened productive relationship with members over phone.
- Boosted financial service sales by using cross-selling techniques.
- Discussed financial options with members and provided informed suggesting.
- Facilitated inter-departmental commination of effectively provided informed suggestions.
- Contacted clients to verify account information and maintain accuracy and increased client satisfaction.
- Recommended products like Collabria mastercard, ODLL, savings accounts, GICs to members thoroughly explaining details.
- Assisted Members to navigate through online to perform task like making bill payments, viewing e-statements, adding new payee etc.
- Successfully opened new savings, checking and registered savings accounts, set up online banking profiles for individuals and business.
Lending Specialist (CSR)
Mogo Finance
10.2019 - 10.2021
- Handled inbound/outbound calls, chats, emails and cases pertaining to customers request.
- Extensive knowledge in Company's products such as loans, prepaid visa cards, credit score and ID Fraud protection.
- Processed loan payment request for customer within specific timeframes.
- Review Loan applications and verify income documents meets company's requirements.
- Provide technical support on online application and personal information update on Member's account
- Handled over 50 chats/phone calls, process over 10 loans per shifts with less than 3% error rates.
- Recommended loan approvals and denials based on customer loan application reviews.
- Collaborated with Credit risk management department and Fraud prevention department to adhere to Mogo Lending policies and procedures .
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Explained very technical financial information to applicants in easy to understand language.
- Monitored pipelines to track and log status of loans.
- Proactively identified solutions for customers experiencing credit issues.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes.
- Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked with financially unstable customers to understand needs and provide excellent service.
- Served customers in friendly, efficient manner following outlined steps of service.
- Led outbound team in updating customers about selling their loans to another company , resulting in smooth transition.
- Recorded product or service failure complaints and notified appropriate departments.
- Maintained financial accounts by processing customer adjustments
- Maintained energy and enthusiasm in fast-paced environment.
Customer Service Representative
MarketForce Information
12.2018 - 10.2019
- Handled over 60 inbound calls per day and processed customer's request.
- Responded to customer requests for products, services and company information.
- Documented and detailed calls and complaints using call center's CRM database.
- Recorded actions taken, issues resolved and complaint information to effectively manage customer accounts.
- Provided information regarding gift card balances and loyalty programs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided updates regarding active cases and charge accounts.
- Documented customer's complaint and endorsed customer's request to appropriate management.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Regularly exceeded daily sales and product add-on quotas.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Sales Associate
Payporte Global Systems
01.2017 - 10.2018
- Attended to customers in person, providing products options specific to customers needs.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
Education
Bachelor of Science - Biochemisty
Madonna University
Elele Rivers State 09.2016
High School Diploma -
Saint Vincent's College, Okwagbe
Delta State, Nigeria06.2012
Skills
- Loan processing specialist
- Proficient with CALMS software
- CRM skills
- DNA Knowledge
- Sales expertise
- Inbound and Outbound calling
- Good listening skills
- Recordkeeping strengths
- Service standard compliance
- Proficient with Microsoft word and Excel
Timeline
Member Solutions Agent
Steinbach Credit Union
02.2023 - Current
Member Contact Center Representative
Steinbach Credit Union
10.2021 - 02.2023
Lending Specialist (CSR)
Mogo Finance
10.2019 - 10.2021
Customer Service Representative
MarketForce Information
12.2018 - 10.2019
Sales Associate
Payporte Global Systems
01.2017 - 10.2018
Bachelor of Science - Biochemisty
Madonna University
High School Diploma -
Saint Vincent's College, Okwagbe
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