Steve Fortin

• Developed and implemented training programs for credit personnel to ensure compliance with policies and procedures.
• Enhanced performance of credit analysts through effective management and support, leveraging tools such as Five9 and Power BI.
• Led regular team gatherings to enhance communication and collaboration.
• Focused on training and developing team members to meet/exceed KPI's.
• Ensured team compliance with guidelines through effective coaching and training.
• Adjudicated pended applications beyond credit analyst's authority level for various reasons.
• Successfully resolved and negotiated escalated matters.
• Implemented strategies to enhance call quality and improve customer service within the team.
• Assisted Senior staff in analyzing data and making data-driven decisions. Managed a call center team, overseeing special projects and additional job duties.
• Collaborated with multiple departments and leaders at different levels of management.

• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Prepared and evaluated CRM reports to identify problems and areas for improvement.
• Devised and implemented comprehensive resolutions by working with team members in and departments.
• Managed multiple tasks simultaneously while maintaining accuracy in all work performed.
• Created detailed reports on customer interactions for management review.
• Identified areas of improvement in existing processes and procedures.
• Executed credit decisions according to prescribed guidelines and allocated authority limits.
• Maintained and exceeded performance targets and KPIs.

Conducted credit limit reviews, account reinstatements, and offline account maintenance.

• Listed properties for sale using multiple platforms such as print media or online listings.
• Compared properties with similar, recently sold properties in neighboring areas to determine comparative market price.
• Managed sales pipeline by actively following up with prospects and hot leads.
• Showed residential properties and explained features, value and benefits of available homes.
• Managed real estate transactions from initiation to closing.
• Facilitated real estate purchases by reviewing listings, accompanying clients to properties and communicating sale conditions.
• Oversaw and negotiated offers for real estate purchases on clients' behalf.
• Coordinated property tours and communicated with buyers to assist with inspections and appraisals.
• Facilitated deals between sellers, buyers and brokers for maximum profits.
• Provided client guidance regarding market conditions, mortgage options, and legal requirements.
• Communicated with clients to determine property needs and budget constraints.
• Analyzed financial data related to property appraisals, loan applications and mortgage payments.

• Processed incoming and outgoing mail on a daily basis.
• Scheduled appointments and maintained calendars for staff members.
• Assisted several Case Workers with administrative tasks, such as data entry and filing.
• Managed bank deposits and handled all financial transactions including accepting, tracking, and processing cheques and money orders.
• Performed general clerical duties such as photocopying, faxing, scanning documents.
• Greeted visitors, determined nature of business, and announced visitors to appropriate personnel.
• Answered customer inquiries via telephone and email in a timely manner.
• Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.

• Monitored progress of loan applications throughout the entire process from start to finish.
• Conducted pre-qualification interviews with borrowers over the phone or in person.
• Handled customer inquiries regarding loan status or requirements via phone or email.
• Verified all necessary forms were completed accurately according to company standards.
• Attended regular meetings with sales staff to discuss strategies for increasing business volume.
• Analyzed customer financial data to determine eligibility for mortgage programs.
• Provided support during the underwriting process by collecting additional documentation when needed.
• Solved diverse problems to boost profitability and efficiency.
• Developed and implemented strategies to meet monthly loan targets.
• Addressed and resolved applicant and borrower queries throughout the loan cycle.
• Utilized CRM systems to effectively manage client interactions and follow-ups.
• Approved or denied loan applications and explained reasoning behind decisions.

• Conducted financial assessments of applicants' creditworthiness and suitability for mortgages.
• Developed creative solutions to meet clients' needs while adhering to federal regulations.
• Assessed risk factors associated with different loan products.
• Monitored changes in relevant legislation that impact the mortgage industry.
• Developed relationships with clients by providing professional advice on mortgage products.
• Reviewed closing documents to ensure compliance with regulations.
• Provided guidance on the various types of mortgage options available.
• Updated job knowledge by participating in educational opportunities such as webinars or conferences.
• Prepared loan applications for submission to lenders.
• Evaluated potential investments against client objectives and risk tolerance.
• Facilitated communication between clients, lenders, appraisers, title companies.
• Processed loans with demonstrated mastery of underwriting criteria and best practices.
• Gathered client debt, credit and income information to determine loan eligibility.
• Addressed and resolved applicant and borrower queries throughout the loan cycle.

• Evaluating appraisal reports to ensure adherence to CERC Relocation Appraisal requirements.
• Examined Broker's Market Analysis and Assessed Homeowner's Property Disclosures.
• Generated appraisal review reports to establish appraised values relying on unbiased evaluations.
• Collaborated with internal and external departments as well as business partners

• Followed established policies and procedures when handling difficult customer situations.
• Adhered to all applicable laws and regulations when dealing with sensitive customer data.
• Answered inbound customer calls, responding to inquiries and resolving complaints in a professional manner.
• Trained new hires on best practices for providing excellent bilingual customer care.
• Performed data entry tasks accurately and efficiently into the company database.
• Assisted customers with order placement, payment processing, product returns, delivery status updates, account maintenance, and other related requests.
• Monitored and analyzed all orders to ensure that all service level agreements were met.
• Ordered and reviewed appraisal report.
• Negotiated pricing with vendor.

• Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
• Created training materials and conducted group trainings on new processes or procedures.
• Established clear expectations for employees, providing guidance when needed.
• Resolved customer complaints in an effective manner while maintaining a high level of customer service.
• Collaborated with other departments to ensure alignment of goals across teams.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Conducted regular performance reviews to assess individual team member progress.
• Coordinated team activities and delegated tasks to ensure efficient completion of projects.
• Maintained a positive work environment that promoted collaboration between team members.
• Participated in regular meetings with senior leadership to provide updates on team progress.
• Maintained oversight of call queues, ensuring prompt attendance to incoming calls.
• Ensured service levels were met by monitoring calls.
• Organized and planned weekly work schedule, ensuring efficient allocation of time and resources
• Consistently achieved or surpassed all targets and metrics.
• Provided coaching to team members, developed knowledge tests, and analyzed Quality Assurance reports to facilitate goal attainment.

• Developed strategies to prevent future fraudulent activity and reduce losses due to fraud.
• Monitored customer accounts for signs of fraud or other suspicious activities.
• Maintained an up-to-date knowledge base on current trends in the industry related to fraud prevention techniques.
• Interacted with external vendors such as payment processors or credit bureaus when necessary to gather additional information about a case.
• Provided feedback to customers on the status of their claims and answered inquiries related to fraudulent activities.
• Identified patterns of suspicious behavior through data analysis and reporting.
• Assisted in resolving disputes between customers and banks regarding suspicious transactions or account activity.
• Investigated potential fraud cases by gathering and analyzing customer data.
• Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
• Conducted detailed analysis of transactional data to identify and investigate suspicious activities and potential fraud patterns.
• Provided excellent customer service in an in-bound/out-bound phone environment for both internal and external customers

• Responded to inquiries from customers regarding authorization process and requirements.
• Ensured compliance with all applicable laws, regulations, policies and procedures.
• Processed authorization requests in accordance with established procedures and guidelines.
• Made informed decisions regarding point of sale transactions by assessing customer creditworthiness.
• Provided credit limit increases according to American Express's guidelines and regulations.

• Investigated possible fraudulent transactions by gathering evidence from internal systems and external sources.
• Conducted thorough investigations into potential counterfeit issues.
• Documented all investigations conducted including steps taken, results obtained and conclusions reached.
• Created comprehensive reports summarizing findings on suspected fraudulent activities along with recommended actions taken or needed.
• Conducted reviews of flagged transactions and reports that showed potential suspicious activity.

• Reviewed loan applications and credit documents to assess risk and eligibility for approval.
• Consulted with senior underwriters regarding complex cases.
• Prepared reports summarizing borrower's credit history, assets, liabilities, income, and other relevant data.
• Evaluated collateral appraisals for accuracy, completeness, and conformity to standards set forth by the organization.
• Recommended modifications or enhancements to existing policies or procedures related to underwriting activities.
• Inspected financial statements, credit information and title data to complete underwriting process.
• Solicited and evaluated appraisal report to approve or decline risks based on company guidelines.