Retail Lending Resume Samples
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Retail Lending Resume Samples
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Q Reichel
Quincy
Reichel
997 Urban Park
Philadelphia
PA
+1 (555) 353 4126
997 Urban Park
Philadelphia
PA
Phone
p
+1 (555) 353 4126
Experience
Experience
Dallas, TX
Retail Lending
Dallas, TX
Waters-Pacocha
Dallas, TX
Retail Lending
- Providing guidance on HMDA business policies, standards, and procedures
- Providing HMDA advice on complex projects
- Performing targeted tests on lines of business HMDA controls and provide guidance on identified risks
- Manage and direct the activities of the Retail Lending HMDA team
- Direct the creation of the annual LAR filing
- Oversee the submission of the annual LAR filing upon receiving senior management approval to submit
- Continuously review the HMDA and HMDA+ data collection and file creation process for opportunities for improvement
Philadelphia, PA
Retail Lending, Business Systems Analyst
Philadelphia, PA
Gerhold Inc
Philadelphia, PA
Retail Lending, Business Systems Analyst
- Initiatives Inclusive of disaster recovery, business recovery, crisis management, incident management, emergency management and contingency planning
- Apply sound project management principles, frameworks, and guidelines to ensure the timely identification of risks inherent to each initiative
- Contribute ideas for improvements in financial performance, customer satisfaction, process and climate
- 10%: Provide Telephony Support
- 10%: Manage Operational Risk
- Process all new user set-ups – provide system access and procure hardware
- 25%: Manage System Security
present
Phoenix, AZ
Retail Lending Fulfillment Specialist
Phoenix, AZ
Hyatt LLC
present
Phoenix, AZ
Retail Lending Fulfillment Specialist
present
- Assist in resolving internal/external client concerns as they arise
- Evaluate and process data in automated origination system and other tracking databases to ensure consistency with documentation provided in loan files
- Assist with clearing documentation exceptions per policy
- Ensure transactional loan details are balanced (loan proceeds and general ledger accounts)
- Ensure loans are properly set up on servicing system
- Proven analytical and problem solving abilities
- Perfect liens for all secured loans. This will include, but may not be limited to department of motor vehicle registration/titling, real estate security instruments and Uniform Commercial Code (UCC)
Education
Education
Bachelor’s Degree in Relevant Studies
Bachelor’s Degree in Relevant Studies
The University of Alabama
Bachelor’s Degree in Relevant Studies
Skills
Skills
- Understanding of technical architectures, as well as practical implementation of architectures
- Ability to resolve conflicting priorities in scope, schedule and costs between projects, between various stakeholder groups and within the project team
- Ability to manage relationships and coordinate work between cross-functional teams
- Ability to communicate technical and project issues to both business and technology managers including the development of presentation materials to diverse audiences
- Proven track record of delivering projects on time and on budget
- Solid oral and written communication skills
- Proficient with latest MS Office Suite and Windows operating systems
8 Retail Lending resume templates
Read our complete resume writing guides
1
Retail Lending, Business Systems Analyst Resume Examples & Samples
- 25%: Oversee and Support of Retail Lending Technology Infrastructure
- Serve as the key escalation point and line of business representative for enterprise infrastructure issues
- Troubleshoot issues and identify solutions
- Represent Retail Lending as a subject matter expert on infrastructure upgrades
- Participate in system testing as needed
- Administer systems: eCopy, Payformance, Rightfax, and MLS
- Coordination of annual Disaster Recovery Business Continuity system testing with Retail Lending leadership team
- 15% Business Continuity Planning
- Initiatives Inclusive of disaster recovery, business recovery, crisis management, incident management, emergency management and contingency planning
- Identify potential impacts/risks that threaten an organisation and provide a framework for building resilience and the capability for an effective response which safeguards the interests of key stake holders, reputation, brand and value
- Carry out recommendations to mitigate risks through the appropriate use of technical, procedural, and administrative controls in accordance with legal and regulatory requirements and established industry best practice
- Works directly with business areas to lead the preparation and maintenance of business impact assessments, recovery plans, procedures and preparations
- Act as an advocate and liaison between business and technical areas to ensure that recovery requirements and issues are identified and effectively addressed
- 15%: Participate in Strategic Projects
- Represent Retail Lending as a subject matter expert on infrastructure projects
- Review – and be responsible for – the development and integration of requirements
- Define the project iterations
- Manage and evaluate iterations
- Collaborate with other project leads to develop, implement and maintain project plans, including the configuration management, risk management, project measurement and quality management plans
- 25%: Manage System Security
- Process all new user set-ups – provide system access and procure hardware
- Conduct on-going audits – and maintain required documentation – to ensure compliance with applicable Sarbanes-Oxley requirements
- Conduct annual Sensitive Position Review
- 10%: Provide Telephony Support
- Serve as the key escalation point and line of business representative for all telephony issues and initiatives for Consumer Lending Center (CLC)
- 10%: Manage Operational Risk
- Understand the line of business goals and their link to the organization’s goals
- Ensure the timely and efficient completion of assignments
- Contribute ideas for improvements in financial performance, customer satisfaction, process and climate
- Apply sound project management principles, frameworks, and guidelines to ensure the timely identification of risks inherent to each initiative
- Ensure recommendations and/or action plans are in place to mitigate any identified operational risks in order to ensure efficient and effective delivery of projects
- 2 – 4 years of previous business analyst experience in financial services industry
- Previous experience/ knowledge of project management methodologies and application development lifecycles, supporting projects as a subject matter expert and/ or eliciting business requirements
- Understanding of technical architectures, as well as practical implementation of architectures
- Ability to manage relationships and coordinate work between cross-functional teams
- Ability to communicate technical and project issues to both business and technology managers including the development of presentation materials to diverse audiences
- Solid oral and written communication skills
- Proficient with latest MS Office Suite and Windows operating systems
2
Head of Retail Lending Product Management Resume Examples & Samples
- 40%) Develop and implement strategic plan for retail lending products and portfolio
- Bachelor’s degree in finance, accounting or business required
- MBA, CFA or similar graduate degree preferred
- Minimum of 10+ years of work experience in the mortgage industry
- Minimum of 10+ years in product management
- Expert knowledge of all aspects of Retail Lending; previous experience in underwriting, processing & sales preferred
- Expertise in risk management, asset and liability management and all regulatory requirements that impact retail lending
- Deep knowledge in all regulations and required SOX processes
- Strong relationship management skills
- Expert knowledge in financial markets, macro-economic indicators and international markets that impact retail lending
- Strong working knowledge of computer software e.g., Office, Access etc
3
Retail Lending Manager Resume Examples & Samples
- Experience building strong relationships with internal business partners to achieve success
- Strong knowledge of current environment underwriting standards (e.g. Fannie and Freddie) and loan fulfillment processes
- Excellent P&L management skills with substantial experience leading a profitable retail business and executing a strategic business plan
- Proven track record of successfully managing 10 or more remote Mortgage Bankers
- Ability to successfully recruit, interview, hire, develop and retain Mortgage Bankers
- Proven ability to lead, model, coach, and mentor all levels of sales and sales management
- Excellent written and oral communication skills
- Strong PC skills required
4
Retail Lending Fulfillment Specialist Resume Examples & Samples
- Process unsecured and secured loan requests
- Develop and strengthen knowledge of compliance, legal and documentation requirements, including those specific to state laws
- Ensure appropriate compliance disclosures are delivered within required timeframes
- Prepare funding information and documents in file for disbursement
- Two years of banking or financial services experience
- Previous customer service experience
- Ability to effectively manage multiple assignments and meet deadlines, sometimes under pressure
- Associate's degree in relevant studies (i.e. business/financial services, etc.)
5
Retail Lending Resume Examples & Samples
- Minimum of 8-10 years working with bank compliance/regulatory issues
- Professional designation preferred, such as CRCM or JD
- General knowledge of BMO Harris Bank and its affiliated banks
- Proven management skills
- Exceedingly detail-oriented
- Outstanding written and oral communication skills
- Strong independent research and learning skills
- Ability to influence individuals outside of direct reporting relationships
6
Direct Retail Lending Portfolio Administrator Resume Examples & Samples
- Provide management direction and leadership to portfolio segment and/or assigned regional loan portfolio in order to achieve planned objectives and identify regional risks and trends. Work closely with regional management to discuss these risks and trends and help develop corrective action plans. Identify lenders that require additional coaching and mentoring. Maintain appropriate documentation
- Assist Lender Support in co-approving and underwriting large, high risk, complex and/or workout loans
- Establish and maintain mutually supportive relationships with internal (DRL) and external (Banking Network, home office departments) personnel. Duties include, but are not limited to
- Bachelors Degree in business-related field or equivalent education and related training
- Minimum of 5 years lending or credit risk management experience
- Knowledge of bank policies/procedures and compliance/regulatory issues
- Ability to experience limited travel
- Proficient use of the computer, including Word, Excel and Outlook
- Graduate Degree in business-related field or outside banking school or an equivalent combination of education and experience
- Graduate of Bank Leadership Development Program
- Experience in multi-project/responsibility environment
7
Retail Lending Test Analyst, Stevens Point Resume Examples & Samples
- Design, plan, deploy and perform system integration tests that fully test all business requirements/releases using established testing methodologies for mortgage, consumer and business lending and default services/asset recovery. Lending includes origination, underwriting, processing pre-funding review, closing, booking, lien perfection, forms and post closing review. Responsible for developing scenarios to test all products, policy violations, stipulations, checklists and vendor requests. Responsible for DataMart reporting and InformEnt Extract validation, testing and documentation
- Utilize automated testing tools when appropriate to allow more efficient regression testing. Tools require knowledge of XML and advanced Microsoft Excel Skills
- Develop and report progress against goals, service level agreements (SLA) metrics, workflow components and other non-financial metrics. Apply champion/challenger methodology as it pertains to FICO/SBSS score revisions, edits to Loan to Values and Debt to Income ratios. Implement all pricing and promotion changes. Performance of monthly quality control tests of documentation and system to ensure existing functionality has not been impaired by an unexpected or untested element of a release
- Adhere to a prescribed testing discipline including development and running of use cases and fully documenting test results and work around solutions. Assist with procedure documentation and training of lending and default services colleagues. Maintain updates for process and procedure changes for organizational development, SOP and internal Websites
- Develop and maintain strong working relationships with all key internal partners. Attend business line department and origination support team meetings to discuss automated decisioning, vendor issues, system issues, and coordinate findings and system requirements to management
- Communicate testing results to retail management, IT system Developer and IT Business Solutions Project Manager
- Execute all activities in accordance with all regulatory requirements and in accordance with Associated’s brand standards and financial expectations. Gain an in-depth knowledge of the commercial, retail and default services loan policies/guidelines along with compliance regulations including but not limited to Fair Lending, RESPA, GFE, Reg X, Reg Z
- Implementation and testing of new vendor interfaces
8
Loan Operations Supp Spec-retail Lending Operations Resume Examples & Samples
- Accurately process, closely verify, and promptly key all transactions submitted by Consumer Loan Operations staff in a timely manner
- Balance daily work against teller or Shaw servicing system
- May prepare department teller work for storage and scanning
- May process consumer loan payments received from customers, branch locations, Collection Divisions or Item Processing on the Shaw Servicing System
- May provide coverage for Receptionist (lunch, breaks, vacation or as needed)
- May perform clerical duties such as filing legal documents and photocopying
- Other duties as assigned, including but not limited to: reviewing and faxing Consumer Loan Operations documents/customer forms, mailing credit line statements and providing support services to multiple departments within the Consumer Loan Operations Division
- Six or more months previous work experience
- Ability to read and interpret documents (i.e., safety rules, operating instructions, procedure manuals, etc.)
- Computer and general office equipment knowledge
- Prior keyboard experience
- Ability to alphabetize and sort
- Previous teller or bank operations experience
- 10-key ability
9
Retail Lending Fulfillment Specialist Resume Examples & Samples
- Demonstrated leadership skills and ability to initiate positive change
- Bachelor's degree in relevant studies (i.e. business/financial services, etc.)
- Experience processing loans secured by real estate
- Experience processing titled loan applications (i.e. automobile, motorcycle, boat/motor/trailer, recreational vehicles, etc.)
- Experience processing applications for high net worth and/or commercial clients
10
Retail Lending Fulfillment Specialist Ii Small Business Resume Examples & Samples
- Develop and maintain a strong understanding of retail, small business and wealth management products, policies and processes
- Evaluate and process data in automated origination system and other tracking databases to ensure consistency with documentation provided in loan files
- Coordinate activities relevant to loan processing and closing activities. This includes working with external and internal clients, attorneys, settlement agents, loan officers and other contacts as necessary
- Prepare documentation for closing packages including promissory notes, security agreements and other required documents in compliance with federal, state and local guidelines
- Process files for permanent record retention
- Previous retail loan processing and documentation experience
- Previous experience processing titled loan applications (i.e. automobile, motorcycle, boat/motor/trailer, recreational vehicles, etc.)
- Demonstrated experience with cross-functional responsibilities
11
Retail Lending Fulfillment Specialist Ii Wealth Resume Examples & Samples
- Develop and maintain a strong understanding of retail, and wealth management products, policies and processes
- Gather and analyze required documentation to ensure documentation policies are followed. This includes income verifications (i.e. tax returns, paystubs, etc.), asset verifications, collateral valuations, proof of insurance, flood certifications, ownership/title documentation, payoff statements and other related documentation. In this area experience with a variety of collateral such as stocks, bonds, airplanes, real estate, etc is a plus
- Ensure transactional loan details are balanced (loan proceeds and general ledger accounts)
- Assist with clearing documentation exceptions per policy
- Ability to work well independently and with team members
- Effective communication skills, both written and verbal, in relating to internal and external clients
- Ability to navigate Windows operating systems, as well as standard Microsoft Office programs such as Outlook, Word and Excel
12
Branch Lending Mgr-retail Lending Resume Examples & Samples
- Interviews prospective loan customers and accepts applications for all types of consumer loans. Demonstrates professional salesmanship skills and service expectations; builds customer confidence
- Approves or denies consumer loans within established credit lines. Position involves restructuring credit applicants request to conform to sound lending procedures. Demonstrates understanding of TCF products and underwriting criteria
- Accountable for growth of the loan portfolio residing in the retail branch and therefore must solicit sales from prospective customers outside of the office. Accountable for all aspects of customer service related to loan portfolio. Works collaboratively with Collections department to minimize loan losses, including but not limited to, telephone and field calls to collect
- Recommends credit decisions on loans over assigned credit limits to appropriate level of management. Monitors HELOC portfolio credit performance. Responsible for recommending credit line terminations and workouts as needed
- Actively involved in the solicitation of lending business inside and outside the office. Achieves branch production goals as assigned
- Supervise and direct all loan and loan production activity for the assigned branch. This includes, but is not limited to, decisions regarding appropriate products and product delivery
- Takes an active role in the development of branch lending personnel, e.g., provide training in lending policies and procedures, compliance and federal/state regulations, underwriting consumer loans, and cross-selling of all TCF products and services. Works closely with Region Manager on recruitment and selection decisions. Provides input on staff assessments
- Responsible for all facility matters in respective locations, if not located within a retail branch
- Effectively manage the department functions while meeting and adhering to corporate, legal, and regulatory policies, guidelines, and requirements regarding compliance. Work with the Compliance and Legal departments for overall updates, procedure changes or development, and resolution of issues
- Twelve or more months as a Branch Lending Manager I; minimum of 21 months combined experience as a TCF Loan Officer/BLM I
- OR two years of external Consumer Lending Management experience
- Meets all state licensing requirements
- Eligible to be registered on the NMLS as a Mortgage Loan Originator
- Meets or exceeds all core competencies of the Branch Lending Manager I in the following areas
- Sales & Sales Management, Customer Relationship Development, Communication, Compliance, Procedures, Product Knowledge & Underwriting, Employee Development and Leadership
- Demonstrated ability to promote, sell, and market products/services
- Demonstrated ability to effectively supervise, train and direct the activities of others
- Possess good written and verbal communication skills
13
Branch Lending Mgr Iii Retail Lending Ridgedale Resume Examples & Samples
- Service prospective loan customers within the policies, objectives and guidelines established by the Consumer Lending Division; assure accurate, courteous and timely processing of all TCF loans
- Recommend credit decisions for consumer loans within established credit lines. Restructure credit applications to conform to TCF lending procedures
- Ensure successful branch growth through active client outreach with existing customer base and prospecting outside the branch
- Cross functional collaboration with Compliance, Legal and Collections departments to minimize loss, maintain updates, communicate and implement procedural changes
- Monitors HELOC portfolio credit performance terminations and workouts as needed
- Minimum of a High School degree
- Eligible for NMLS registrations as a Mortgage Loan Originator
- Previous Sales, Customer Relationship Development, Communication, Compliance, Procedures,
- Product Knowledge or Underwriting background
- Three years of Retail Lending Management experience
14
Chase Mortgage Banking Retail Lending Manager East County Resume Examples & Samples
- Minimum of five years of sales management experience in mortgage lending/originations/banking required
- Excellent working knowledge of the originations market including conforming, non-conforming, and home equity as well as competitor product, pricing, and business strategies
- Strong knowledge of current environment underwriting standards (e.g. Fannie and Freddie) and loan fulfillment processes
- Excellent P&L management skills with substantial experience leading a profitable retail business and executing a strategic business plan
15
Independent Controls Operations Specialist for Retail Lending Resume Examples & Samples
- University degree/college diploma in Accounting (preferred) and relevant accounting and/or audit designations would be a plus
- Experience in Retail Banking Audit
- Knowledge of process risk analysis that is performed within all 3 Lines of Defense
- Knowledge of reconciliations and General Ledger procedures that occur within middle of and back office Personal and Commercial Lending Bank Operations
- Good knowledge and experience with Operational Risk and internal audit practices
- Solid understanding of business unit’s inherent risk and regulatory requirements
- Solid knowledge of process and/or project management
- Solid understanding of internal business partner’s business, services and organization
- Strong planning and prioritization skills
- Strong customer service and relationship management skills
- Strong coaching, mentoring and training skills
- Strong conflict management/ resolution skills
16
National Manager, Credit Risk-retail Lending Resume Examples & Samples
- Leading and developing a team of eleven individuals located in Sydney
- Managing risk on a $8.8bn national portfolio across Consumer, Commercial and Wholesale leasing & lending
- Oversight of Macquarie Leasing's lending policies including delegated lending framework and responsibility for ensuring appropriate use of lending delegations
- Ensuring strong credit quality of Macquarie Leasing's portfolio through the development of appropriate prudential controls, lending parameters and enforcement/monitoring of these frameworks
- Developing and enhancing portfolio reporting and analytics – generating regular reporting on portfolio metrics and risk-based analytics to key stakeholders
- Oversight of complaints activity including compliance with regulatory requirements
- Enhancing fraud prevention capabilities
- Working closely with our technology teams to form and execute a strategy for risk systems including auto-decisioning/scorecarding
- Developing close relationships with Macquarie Leasing's sales & lending teams
- Liaising with Macquarie's central Risk Management Group to ensure ongoing compliance with the bank's risk management policies and procedures, providing portfolio oversight and facilitating approval of new products or policy
- Leading disciplined, effective and productive working relationships with the Macquarie Leasing leadership group, regulators and senior executives within Macquarie
- Delivering quality advancement through leadership and drive for process & productivity improvement; consulting, advising and influencing change
- Tertiary qualification
- Professional qualification such as CA will be highly regarded
- Sound understanding of Australian Consumer, Commercial and Wholesale leasing & lending
- A proven ability to lead and inspire a team in a collegiate environment
- Maturity and strong commercial judgement
- Demonstrated ability to develop and manage effective relationships with internal and external stakeholders
- Thought leadership experience with respect to process improvements and best practices
- A strong understanding of the competitive landscape with a proven track record of influencing transformational change
- A confident and competent communication style and the ability to relate complex technical concepts to staff at all levels
17
State Credit Manager Vic-retail Lending Resume Examples & Samples
- Overall management of the Melbourne express lending team, ensuring SLA's are met, monitoring and driving staff individual performance (through your direct reports) and ensuring KPI's are met
- Proactively taking ownership of managing internal relationships with colleagues in Sales, Credit, Risk Management, Legal and Operations to ensure a consistent and efficient lending process
- Day to day management of local HR and personnel matters
- Hold a credit delegation and approve deals outside of the Managers delegations as well as managing deal escalations
- Promoting a strong risk management culture through accountability for the credit origination quality and operational risk outcomes
- Overseeing the Branch's performance management framework, including regular and supporting coaching, feedback and professional/technical training
- Building and maintaining strong working relationship with interstate counterpart, regular and extensive communication to assist achieving close consistency in culture, credit appetite, compliance and processes/procedure
- Day to day workflow management responsibility, regular reporting of team performance statistics
- Adhoc project management/involvement with the many MLPL initiatives
- Getting involved in staff culture committee, leading by example
- Tertiary qualifications
- Extensive experience managing large teams within a Commercial Banking or Asset Finance related division
- Extensive credit risk management experience (mandatory)
- Prior experience in the use of KPI's within a regulated environment
- Successful track record in developing others through guidance, feedback and mentoring
- Excellent written and verbal communication skills whilst presentation skills are also essential
- Proven influencing and negotiation skills
18
Retail Lending Manager Resume Examples & Samples
- Minimum of five years of sales management experience in mortgage lending/originations/banking required
- Excellent working knowledge of the originations market including conforming, non-conforming, and home equity as well as competitor product, pricing, and business strategies
- Experience working in a retail bank, cross selling to mortgage customers
19
Retail Lending Fulfillment Supervisor Resume Examples & Samples
- Develop and maintain a strong understanding of retail lending products, policies, and processes for consumer, small business, and wealth products
- Supervise staff to ensure team production goals are achieved
- Develop, measure and calibrate production/quality goals for a larger-size team typically focused on loan requests with a greater degree of complexity and/or size, such as products secured by real estate, large marine/aircraft, marketable securities or loans for non-traditional borrowing entities such as trusts, limited liability corporations/partnerships (LLCs/LLPs), etc
- Coordinate activities for processing personnel ensuring team members are fully utilized
- Complete personal development plans and recommend salary changes
- Recruit, develop and retain high-performing team members to ensure ongoing success in meeting department goals and necessary succession planning objectives
- Provide appropriate coaching and mentoring to team members and manage disciplinary issues according to procedures outlined in Human Systems policies
- Develop and maintain effective relationships with internal and external clients/business partners, vendors, etc
- Ensure compliance state and federal legal and regulatory requirements
- Directly resolve or coordinate the resolution of client service-related problems on behalf of internal and external clients
- Ensure that processes adhere to appropriate risk management policies
- Provide leadership and direction to team members to mitigate risks within department
- Handle overflow processing of files as needed
- Assist in tracking and/or facilitation of process improvements to achieve higher results on an ongoing basis
- Assist with administering department strategies and budget
- Participate on projects as required
- Bachelor's degree in business or related field experience or equivalent education and related training
- Management/leadership experience
- Experience processing and/or managing processing of retail consumer and/or small business-purpose loans (unsecured, secured by CD/Savings, Real Estate, securities, aircraft/marine, etc.)
- Strong knowledge of bank operations, systems, compliance and regulatory issues
- Ability to navigate Windows operating systems and standard Microsoft Office programs such as Outlook, Word, PowerPoint and Excel
- Ability to manage and monitor the performance of others and provide effective feedback
- Ability and willingness to make decisions and be accountable for them
- Facilitation and presentation skills
- Graduate degree or comparable education and related training
- Graduate of BB&T's Leadership Development Program, Banking School, or equivalent program at another financial institution
- BB&T's Process Master certification
- Advanced technical skills to include Microsoft Access and Web applications
- Knowledge of and/or experience in Six Sigma process methodologies
20
Retail Lending Fulfillment Supervisor Resume Examples & Samples
- Develop, measure and calibrate production/quality goals for a medium-size team, typically focused on loan requests with a greater degree of complexity and/or size, such as products secured by automobiles, recreational vehicles, smaller boats, etc
- Three years of banking or financial services experience
- Experience processing and/or managing processing of retail consumer-purpose and small business loans (unsecured, secured by CD/Savings, Real Estate, etc.)
- Ability to navigate Windows operating systems and standard Microsoft Office programs such as Outlook, Word and Excel
- Graduate of BB&T's Leadership Development Program, Banking School or equivalent program at another financial institution
21
Fair Lending Reviewer Direct Retail Lending Resume Examples & Samples
- Review and analyze each Adverse Action to ensure that complete and accurate information is being communicated to the client on a consistent and objective basis in accordance with Regulation B. (30%)
- Accurately review all non-originated retail loan files in terms of Fair Lending compliance as set forth by bank policy and consumer compliance regulations. (20%)
- Ensure the accuracy of the HMDA LAR while reviewing and analyzing non-originated HMDA loans. (20%)
- Recognize trends and other developments apparent in loan files which may lead to improvements in the bank's Retail Loan Process and DRL's Fair Lending Review Process. (10%)
- Support other team members in achievement of the goals assigned the work unit and the team as a whole. (10%)
- Provide constructive and insightful feedback to lenders and their managers to influence future performance. (10%)
- Other duties as may be assigned
- College graduate or equivalent experience in banking/or equivalent education and related training
- Technical knowledge of consumer compliance laws and the bank's retail loan policy
- Interpersonal skills which allow effective working relationships with other team members
- Attention to detail and the ability to follow set procedures
- PC competency (Windows applications)
- Ability and willingness to learn and adapt as needs of the job change
- Advanced PC skills
- One to three years in a retail lending position
22
Business Systems Analyst, Retail Lending Resume Examples & Samples
- Bachelor’s degree required, MIS preferred
- 2 to 4 years of previous business analyst experience in the financial services industry required
- Previous experience/ knowledge of project management methodologies and application development lifecycles, supporting projects as a subject matter expert and/or eliciting business requirements
- Previous logical data security and systems administration experience
- Ability to prioritize work based on predefined technology rollout schedules and business need
- Ability to resolve conflicting priorities in scope, schedule and costs between projects, between various stakeholder groups and within the project team
- Proven track record of delivering projects on time and on budget
- Intermediate knowledge of Excel
- Knowledge of Access is a plus
23
Credit Team Manager VIC, Retail Lending Resume Examples & Samples
- Leading a team of around 30 Credit Analysts including 6 direct reports at the Credit Team Leader level, which includes taking responsibility for your team's development, commercial outcomes and daily workflow management
- Proactively driving your team to achieve excellent customer service outcomes in an environment of continuous improvement
- Building and role-modelling the elements of a high-performance and entrepreneurial culture, (including a focus on staff engagement in an environment of constant innovation)
- Providing outstanding and professional customer service to our introducers
- Building strong and mutually beneficial relationships with our third party introducers and internal stakeholders
- Hold a credit delegation and approve deals outside of credit analysts delegations as well as managing deal escalations
- Overall risk oversight - ensuring credit policy is maintained and applied and appropriate credit decisions are taken
- Structuring credit and compliance risk to ensure we meet commercial outcomes whilst minimising losses
- Liaising with and assist other departments as necessary
- Tertiary qualifications preferred but not essential
- Thorough understanding of commercial lending practices and compliance related issues
- Extensive financial analysis experience within either an Asset Finance or Automotive financier environment
- Experience leading driven and successful teams in changing, high pressure and time sensitive environments
- Excellent presenting, coaching and training skills
- Strong people skills with an emphasis on giving and receiving constructive feedback
- An ability to thrive under pressure, demonstrating a flexible attitude to change
- Sound time management skills
- Clear communication skills, ability to explain credit decisions
- Demonstrated track record of superior customer service is vital for the successful candidate
24
Retail Lending Pricing & Competitive Intelligence Product Manager Resume Examples & Samples
- 40% Develop and Execute Strategic Product and Pricing Plans
- 30% Project Management
- 30% Relationship Management
- 3-5 years of experience in product management or related field
- Working knowledge of banking products and services
- Financial forecasting and modeling experience
- Excellent communication skills written and verbal
- Ability to develop and deliver presentations
- Solid relationship building and relationship management skills
- Strong product management and development skills
- Planning and organizing skills and ability to manage multiple priorities
- In-depth sales and customer service focus and skills
- Ability to effectively interface and communicate with all key internal partners including sales, marketing, operations and risk mgmt
- Customer / Client experience focused
- Proficient in Microsoft Office (word, excel, power point, access etc)
- SAS or SQL a plus
25
Retail Lending Fulfillment Specialist Resume Examples & Samples
- Develop and maintain a strong understanding of retail loan products, policies and processes
- Process secured Home Equity loan requests
- Gather and analyze required documentation to ensure documentation policies are followed. This includes collateral valuations, proof of insurance, flood certifications, ownership/title documentation and other related documentation
- Provide guidance to Market Leaders for preparation of closing documents including the note, deed o trust/ mortgage, right to cancel and other related documents in compliance with federal, state and local guidelines
- Two years of banking or financial services experience specifically with experience in title review and clearance and insurance review
- Previous experience processing titled loan applications
26
Retail Lending Manager Resume Examples & Samples
- Strong knowledge of mortgage product, policies, processes, sales management and executions
- Effective relationship building and management skills
- Strong communication skills in both written and verbal
- Knowledge of the market related products
27
Bank-retail Lending Specialist Resume Examples & Samples
- Proven consultative sales capability – including establishing a relationship with the client, conducting needs analysis and presenting solutions with strong closing and servicing skills
- Aptitude for learning and utilizing technology for business purposes
- Exceptional oral and written communication skills to translate complex technical issues and business definitions into concepts and procedures readily understood and accessible to a general audience
- Excellent customer and relationship management skills
28
Retail Lending Administrator Resume Examples & Samples
- Responsible to maintain client engagement through the mortgage application process. This includes reinforcing the key sales messages that the client heard from the Retail Lending Specialist (RLS)
- Identifying cross sell opportunities for ancillary products that may/may not have been discussed in the initial sales conversation with the RLS including payroll set-up, credit card or creditor insurance products
- Responsible for the collection of all required documentation for the mortgage application
- Packaging documents, reviewing them for accuracy and completeness, entering the deal on end-to-end in a concise manner that follows standardized processes and gets the deal to decision status in a accelerated fashion to reduce likelihood of client choosing an competing lender
- Responsible for ordering appraisals and acting as a liaison between RLS and all related parties (lending, title insurers, clients)
- Receiving, researching and responding to client and head office inquiries relating to deals, providing information, explaining policies to clients and facilitating a resolution in a timely manner where required
- Ensure flow of business occurs seamlessly by coordinating field activities and directing business to the appropriate servicing unit of the Bank
- Utilizing our CRM tool (Salesforce.com) to update file status and provide status reports to the various RLS’s and DVP’s and advisors
- 2+ year previous experience in residential mortgage administration
- Solid financial services and banking industry knowledge
- Bilingual (English/French - written/oral) would be a tremendous asset
- Ability to influence and communicate effectively with end clients
- Post-secondary degree or diploma in business an asset
- Well organized and effective time management skills
- Highly proficient in Excel and other office applications
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Bank Retail Lending Specialist Resume Examples & Samples
- Sell and promote Manulife One, Manulife Bank Select and associated lending solutions
- Solid underwriting experience with residential mortgages (3-5 years)
- Effective change management and organizational skills in order to manage fluctuating workloads
- Highly developed influencing and negotiation skills
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Segment Marketeer Mass Retail Lending & Deposits Resume Examples & Samples
- Depending on the strategic priorities of the bank and the segment, you develop the marketing strategy for individual customers' savings and financing needs (mortgage loans and personal loans). You make use of the expertise of the teams involved and your knowledge of the market and customers' requirements
- You take the lead in initiating, implementing and following up the action plan while ensuring, with the other marketeers, overall consistency of action taken
- You analyse and assess what you do, in cooperation with the Customer Intelligence department
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Credit Analysts Retail Lending Resume Examples & Samples
- Providing outstanding and professional customer service to our introducers, including motor vehicle dealerships; brokers and aggregator firms, and other internal and external introducers
- Building strong and mutually beneficial relationships with third party introducers and internal stakeholders
- Assessing and decisioning new consumer finance applications under a credit approval authority. Additionally, there will be some opportunity to assess chattel mortgage, novated leasing and equipment finance applications
- Overall risk oversight, ensuring credit policy is maintained and applied and appropriate credit decisions are taken
- Attending to internal and external customer enquiries
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Retail Lending Resume Examples & Samples
- Proven Management and Leadership skills
- Mortgage structuring and knowledge
- Strong Recruiting Skills
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Wholesale Retail Lending Credit Analyst Resume Examples & Samples
- Analyzes characteristics and pricing of whole loan purchase packages to ensure conformity to established desired characteristics and presents bid recommendation to senior management
- Performs credit analysis to ensure adherence to secondary marketing and good credit quality in the residential portfolio, and exercise loan approval within the Bank’s established authorities
- Maintains knowledge of Raymond James Bank loan programs, as well as secondary market investors underwriting/documentation requirements
- Assist in the boarding of purchased Correspondent loans with Raymond James Bank’s loan servicer
- Regular following of trailing loan collateral documents from sellers of mortgage loans to the bank
- Interacts with lending managers on due diligence with files purchases on the secondary market
- Responsible for the efficient development of profitable residential and consumer products
- Makes decisions and recommendations affecting efficiency, budgets or other matters involving costs or earnings
- Research and analyze financial statements, complex tax return analysis, interprets findings and prepares reports of financial position and credit worthiness
- Provides necessary reports for the Senior Management Team and Board of Directors as needed
- Develops and maintains strong relationships across all levels of the organization
- Initiates policies as directed by management
- Provides training and guidance as needed
- Reviews progress of assignments with management
- Addresses conflicts and provide resolutions according to their priority
- The origination and underwriting of portfolio consumer, home equity, residential real estate and secondary FNMA or FHLMC loan products
- FHA underwriting
- Advanced concepts, principles and practices of private banking, credit, lending, consumer, home equity and mortgage lending operations, including compliance, underwriting, processing, and network architecture
- Fundamental investment concepts, practices and procedures used in the securities industry
- Financial markets, products, financial advisory function and investment process
- Broad knowledge of finance and accounting
- Analytical and forward thinking with negotiation, underwriting and acquisition of whole loan portfolios
- Excellent interpersonal and leadership skills to provide a high level of customer service
- Cultivating and maintaining effective working relationships at all levels of the organization
- Effective oral and written communications, sufficient to convey details on various mortgage loan products and processes
- Excellent sales and marketing/presentation skills
- Demonstrate uncompromising adherence to ethical principles
- Operating standard office equipment and using required software applications
- Facilitate meetings, ensuring that all viewpoints, ideas and problems are addressed
- Incorporate needs, wants and goals from different business unit perspectives
- Gather information, identify linkages and trends and apply findings to assignments
- Incite enthusiasm and influence, motivate and persuade others to achieve desired outcomes
- Organize and prioritize multiple tasks and meet deadlines
- Bachelor’s Degree (B.A.) in accounting, finance or business-related field and a minimum five (5) to seven (7) years of lending and underwriting experience
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Retail Lending Manager In-market Resume Examples & Samples
- Experience building strong relationships with internal business partners to achieve success
- Strong knowledge of current environment underwriting standards (e.g. Fannie and Freddie) and loan fulfillment processes
- Ability to successfully recruit, interview, hire, develop and retain Mortgage Bankers
- Proven ability to lead, model, coach, and mentor all levels of sales and sales management
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Retail Lending Business Systems Analyst Resume Examples & Samples
- Basic project management skills: familiarity with budgets, estimates, timelines, etc
- Thorough knowledge of Microsoft Office and SharePoint
- Prior lending knowledge preferred
- Prior experience with FIS, ARGO or LenderLive preferred
- Prior experience with BRDs preferred
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Retail Lending Fulfillment Operations Manager Resume Examples & Samples
- Provide daily oversight to production supervisors to ensure maximum output in each assigned area
- Design and manage work processes such that execution is consistent and objective and adheres to risk management guidelines
- Establish and reinforce a departmental culture consistent with BB&T's mission and values
- Coach, mentor and develop knowledge, skills and abilities of department supervisors, team leaders and team members
- Develop and maintain an expert understanding of Wealth, small business and wealth management products, policies and processes performed in the unit and their cross-functional impact
- Work with other Operations Managers to meet total production goals
- Develop, measure and calibrate production/quality goals for the teams
- Complete and deliver personal development plans, manage performance issues and recommend salary changes
- Manage variable pay incentive plan processes, including time studies, data collection/reporting and communicating results/improvements to team members and department management
- Recruit, develop and retain high-performing team members
- Resolve or coordinate client service related problems with departmental and regional managers on behalf of internal and external clients
- Ensure compliance with legal, state and federal regulatory requirements
- Develop and manage work processes that meet internal audit recommendations
- Design, develop and facilitate process improvements to achieve higher results on an ongoing basis
- Develop and administer department strategies and budget
- Lead projects as required
- Bachelor's degree in business or related field or equivalent education and related training
- Five years of banking or financial services experience
- Five years of management/leadership experience
- Experience processing Wealth consumer, small business and wealth management loans
- Demonstrated ability to retain and improve industry knowledge and peer calibration
- Excellent communication skills, both written and verbal, in relating to internal and external clients
- Ability to effectively manage multiple assignments and meet deadlines
- PC skills (Windows operating systems, Outlook, Word, PowerPoint and Excel)
- Graduate degree or equivalent education and related training
- BB&T's Process Master Certification
- Wealth, small business or wealth management loan origination experience
- Advanced technical skills to include Microsoft Access, Visio and Web applications
- Experience in Six Sigma process methodologies (Green/Black Belt Certification ideal)
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Manager, Unsecured Retail Lending Analytics Resume Examples & Samples
- Origination Strategies
- Develop and monitor credit risk origination strategies and procedures for unsecured lending, leveraging empirical decision models to approve credit, set customer credit exposure, and recommend risk adjusted pricing
- Ensure all new approved credit is aligned with risk appetite and will optimize risk/return over the long term
- Report regularly on performance of existing origination strategies deployed in Canadian Banking
- Identify improvements of existing strategies, procedures and policies
- Portfolio Monitoring
- Maintain performance reporting on new accounts and liaise with business partners to assess current/emerging trends that may impact to the portfolio
- Identify opportunities for improvement with focus on risk/return while ensuring alignment with Credit Risk Appetite
- Identify if any credit risks are or will become in excess of the Risk Appetite Framework
- Decision Tree Development and Campaign Analytics
- Leveraging data mining tools (eg. SAS, Angoss) to complete portfolio analytics and basic level decision trees
- Provide pre-campaign risk management criteria recommendations including credit line assignment as well as post campaign diagnostics recommending changes to optimize risk/reward
- Support Business Line Initiatives/Projects
- Ensure all business line strategic priorities (i.e. new product launches, new channels, new processes, new business line acquisitions) are consistent with Risk Appetite Framework
- Participate in projects for unsecured programs. This includes the review of business cases, risk proposals, requirements documents and liaising with the appropriate groups throughout the organization
- Due Diligence
- As required participate on due diligence to assess the new portfolio, current and future performance, and integration complexities
- 3-5 years analytical experience preferred including statistical analysis, ideally related to Risk Management
- Strong coding, organizing and manipulating large amounts of data (Advanced MS Excel/Access, SQL, R, MATLAB, Hadoop or SAS)
- Strong communication skills essential with clients, vendors and management
- Strong prioritizing, planning, analytical, presentation, project management, people management and relationship building skills
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Manager, Unsecured Retail Lending Analytics Resume Examples & Samples
- Credit Card and Unsecured Lines of Credit Account Management Strategy Development
- Analyze Credit Card and Unsecured Lines of Credit risk strategies across the customer management credit lifecycle
- Recommend enhancements to existing retail credit strategies, procedures and policies, based on identified opportunities to improve portfolio performance
- Maintain reporting and track all Credit Card and Unsecured Lines of Credit strategies across the customer management credit life stage
- Credit Card and Unsecured Lines of Credit Risk Portfolio Tracking
- Maintain reporting to monitor portfolio performance ensuring alignment with the Credit Risk Appetite
- Collaborate with provisioning team, tracking early warning indicators to identify changes in the portfolio which may impact provisioning estimates
- Analyze strategy effectiveness , leverage champion/challenger capabilities to confirm assumptions and recommend changes, identify if any credit risks are or will become in excess of the risk appetite framework and make recommendations on how to mitigate
- Risk Appetite Framework alignment
- Ensure all business line strategic priorities (i.e. credit line increases/decreases, authorizations, re-issue, over-limit, upsells, balance transfers etc.) are consistent with Risk Appetite Framework. Recommend changes to business line strategies to ensure the Bank does not take on more credit risk than planned
- Leveraging data mining experience, execute portfolio segmentations for the purpose of optimizing risk/return. This includes identifying opportunities for better management of existing strategies and processes for credit limit, reissue, over-limit, pricing, authorization and cross sells
- As required participate on due diligences to assess the strategic initiates, current and future performance, and integration complexities
- Strong prioritizing, planning, analytical, presentation, project management and relationship building skills
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Retail Lending Manager, Udc-auckland Resume Examples & Samples
- Retail lending experience and knowledge of the credit process is essential
- Strong analytical skills including the ability to read a balance sheet and translate numbers into meaningful information
- Sound judgement and the ability to make good decisions under pressure
- Relationship and strong stakeholder management skills
- Asset Finance experience advantageous
- Able to mentor and engage staff and team collaboration
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Retail Lending Manager Resume Examples & Samples
- Work closely with Senior Lending Manager as well as with the Retail Lending team as part of the strategy to ensure Retail achieves its Mortgage targets
- Actively go out and hunt for customers that may have a mortgage need, build a relationship with them, and write mortgages
- Contribute to the development of a sound profitable business by creating effective referral networks with internal and external referral sources , existing customers and business partners
- Provide lending amount forecasts on a regular basis to Head of Retail Lending Sales
- Experience in Mortgage writing is an asset
- Good understanding of the credit assessment process
- Strong analytical skills and the ability to resolve problems
- Understanding the full range of transactional and lending products to meet customers' needs
- Strong negotiation skills with good relationship building
- Excellent interpersonal and communication skills in English and Khmer
- Demonstrated organizational, leadership and time management skills
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Mortgage & Retail Lending Audit Manager Resume Examples & Samples
- Establish and manage a comprehensive, dynamic audit assurance program for assigned business units (BUs). Direct and coordinate audit activities to ensure all assigned responsibilities are performed in a high quality manner and on a timely basis. Assist the Associate General Auditor – Credit Risk in developing and monitoring risk assessments through interaction with and analysis of assigned business units
- Directly manage team and assume responsibility for the overall coordination and successful completion of the dynamic audit plans and risk reviews for assigned BUs. Responsible for planning, scoping and organizing audit activities within the framework established by the department's policies, process universe and frequency guidelines. Provide input to refine, enhance and/or develop effective and efficient audit processes and procedures focused on management of identified risks. Ensure prescribed schedules, operating policies and procedures are followed; allocate work, set priorities and deadlines
- Review, evaluate and comprehensively analyze assigned auditable units’ existing systems, processes and controls to determine the adequacy of operating procedures, the effectiveness of internal controls, and the reliability of financial information reported on the Bank's general ledger. Ensure compliance with laws and regulations and corporate policies. Identify and evaluate risks present in BU coverage areas. Recommend appropriate procedural changes to management which will facilitate the safeguarding of assets, reduce costs and improve operating efficiency
- Perform as an audit subject matter expert for assigned BUs. Enhance expert knowledge by continually monitoring trends and developments in the auditing profession, banking industry and mortgage and retail lending industry). Consider the impact of these trends and developments upon audit work planned and performed
- Lead the regular aggregation, correlation, and analysis of a robust program of business monitoring activities designed to identify potential changes impacting the risk profiles of BUs within the mortgage and retail lending teams’ scope of responsibility. Work extensively with BU to evaluate monitoring activities in relation to assessments of risk and ensure risk assessments, as well as audit plans and scopes, are adjusted when appropriate based on changing risk environment
- Effectively lead and manage resources to ensure performance measures and metrics are established and met throughout the execution of the planned audit work
- Supervise and participate with audit teams in the planning of audit engagements. Co-approve Audit Engagement Planning Memos after ensuring audit plans and scopes are established based on current assessments of risks, incorporate results of the business monitoring program, and assess the actual or potential risk impacts related to management’s business strategies (such as business growth/decline) and actual or potential emerging risk areas
- Co-approve audit reports, including the assignment of audit ratings, after ensuring reports are well-written and conclusions communicating themes are balanced, provide context and perspective, and are aligned with ratings, while also communicating the basis for the conclusions
- Supervise and coordinate special audit assignments, to include merger and acquisition activities, special investigations, support of other audit functions and customer inquiries/complaints. Assist Associate General Auditor – Credit Risk to ensure control evaluation and testing is performed in a timely, complete and quality manner
- Provide leadership in development of staff and self, taking responsibility for ensuring staff are given the opportunity to develop within the area of responsibility
- Serve as coach for mortgage and retail lending industry questions. Pursue continuing education and additional professional certifications, as appropriate
- Proactively develop and maintain mutually beneficial relationships with senior leadership members of Mortgage and Retail Lending Management. Accomplished by gaining a clear understanding of mission and goals, ensuring Audit’s participation on critical projects/task forces deliver added value. Act as client service champion by consistently modeling perfect client experience behaviors
- Participate in risk management committees, steering committees and strategic project committees related to areas of audit coverage. Obtain meaningful information to improve business monitoring. Assist in executing BASEL-related assurance activities
- Maintain rapport with and assist in the coordination of audit efforts with external auditors/bank examiners to ensure prompt and efficient completion of examinations within the scope of assigned audits. Maintain effective communications with external auditors and regulatory examiners, and provide assistance/direction in order to complete objectives effectively and efficiently. Perform special audit assignments, due diligence and ongoing mergers and acquisitions consulting
- Participate in departmental budgeting, audit planning, corporate planning and Audit Committee reporting. Make and approve recommendations for audit personnel regarding employment, training, salary administration, performance appraisals, promotions, transfers, terminations and staffing. Resolve personnel issues, maintain budget and expense control in accordance with departmental and Bank guidelines
- Assist in the development of Audit Services’ mission statement, corporate goals, Audit Committee and regulatory reports
- Bachelor’s degree in Accounting, Business or related field, or equivalent education and related experience
- Ten years of experience as an auditor or audit leader at a financial services firm or commensurate experience as an examiner within the financial services industry
- Appropriate professional certification, such as Certified Internal Auditor, Certified Information Systems Auditor, Certified Public Accountant
- Superior knowledge of current and proposed changes to mortgage and retail lending industry laws and regulations
- Extensive leadership/management experience in banking, financial services or auditing of these areas
- Expert level business competency in related lin... -->
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Retail Lending Center Team Lead Resume Examples & Samples
- A combination of experience and education may meet requirements
- Advanced knowledge of credit analysis, loans, loan documentation, lending requirements, lending regulations of specific lending area and auditing procedures
- Strong customer service and supervisory skills required
- Knowledge of, and capability to do the work of the group
- Ability to lead a group
- Ability to deal effectively with people in various job capacities
- Excellent problem solving and communication skills
- Knowledge of department specific computer applications and software
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Retail Lending Consultant, Manulife Bank Resume Examples & Samples
- Adjudicate Manulife One, Manulife Bank Select and associated lending solutions
- Aid Retail Lending Specialists in developing underwriting skills particularly for tackling complex mortgage applications
- Act as a conduit and liason for the sales field to our partners in credit risk, lending and mortgage underwriting
- Solid underwriting experience with residential mortgages (5 years +)
- 5 or more years of financial services experience is preferred or in a sales/service capacity
- Analytical and decision making skills
- Exceptional time management ability
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Retail Lending Manager Resume Examples & Samples
- Requires a Bachelor's degree in business, finance or a related field and 4+ years of lending, credit analysis, business banking or other directly related experience
- Some managerial experience required
- Advanced knowledge of lending, credit analysis, underwriting, structuring, etc
- Demonstrated success in coaching sales skills and experience leading sales team
- Must have excellent organizational, management, communication skills, both verbal and written
- Strong customer relation and problem resolution skills
- Contributes to the development of new principles and concepts
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Retail Lending Credit Risk Analyst Resume Examples & Samples
- Perform complex credit risk analysis and/or modeling to maximize profits and asset growth
- Minimize credit and operating losses and other risk exposures
- Provide analytical support segmenting and monitoring credit, concentration limits, etc. and make recommendations based on trends
- Make strategic recommendations
- Develop complex programming models to extract and manipulate databases to provide statistical and financial modeling
- Develop and maintain reports
- Requires a Bachelor’s Degree and 1-2 years of credit risk analysis and reporting experience
- 1-2 years of SAS programming experience
- 1-2 years of reporting experience preferably within the financial services industry
- Relational database and SQL experience preferred
- Ability to summarize data and statistical results for all levels of management
- Strong analytical and technical skills and ability to work in a team environment
- Ability to work with internal and external customers and possess strong customer service and communication skills, both verbal and written
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Retail Lending Leader Resume Examples & Samples
- Meet and exceed consumer lending targets for assigned banking centers through coaching, training and mentoring bankers in addition to individual production
- Review performance reports and progress to goal information regularly with Retail Market Leaders and Banking Center Managers to identify gaps and build plans to close those gaps
- Demonstrate and coach consistent delivery of the First Merchants experience. This includes proactively identifying needs and recommending solutions to improve the client’s financial position
- Work closely with banking center sales teams to ensure exceptional customer service, quality originations and compliance with policies, procedures and regulations
- Monitor the marketplace to stay current on competitor offerings and pricing. Provide input regarding product competiveness, pricing or performance gaps
- Make regular visits to assigned banking centers to participate in and improve the effectiveness of sales meetings, sales techniques and skills, and effective use of technology. Provide constructive feedback through on-the-spot coaching
- Demonstrate and coach appropriate customer counseling skills
- Identify training needs and gaps. Work with Human Resources to develop and deliver training programs to close those gaps
