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  1. 1. AMY L DILLAHUNT 200 Seminole Ave Unit 23 Osceola, WI 54020 (317) 797-4453 OBJECTIVE Seeking full time employment with 10 years of banking, finance and sales experience. EXPERIENCE Marketing Coordinator/Front Desk Receptionist HR Block Stillwater, MN Start Date:2/26/15-Present Served as the first point of contact for incoming clients with a friendly and welcoming attitude. Responsible for appointment calendar including scheduling, confirming, assigning appointments to the appropriate tax professional. Answered the switchboard, clients questions, assisted clients with signing confidential documents and processed payments. As marketing coordinator, created marketing materials, developed new business by making outside sales calls. Developed combined marketing programs with local businesses to generate sales. Opened 50 new accounts in 30 days. Corporate Customer Service Walmart St Croix Falls, WI Start Date:03/18/2014 End Date:10/16/2014 Provided excellent customer service, great with face to face communications, ability to serve 300-500 people per day, 100% accuracy with cash handling totaling approximately $58,000 per day of cash, credit card and check transactions. Above company standards of speed processing transactions 951 scans per hour. Loan Operations Processor Wells Fargo Bank Minneapolis, MN Start Date: 01/01/2014 End Date: 03/01/2014 Responsible for reviewing and verifying all loan documentation in each file and data entry functions into the computer data base. Excelled with processing functions with 100% accuracy scores and met company processing speed of 60 files per hour. Demonstrated ability troubleshoot errors, clear exceptions, cite exceptions and make difficult judgement decisions with minimal supervision. Successful completion of contract assignment. Telephone Banker Bremer Bank Lake Elmo,MN Start Date: 2013 End Date:2014 Excelled in customer service skills while taking 80-100 inbound questions from customers per day. Maintenance on accounts included transfer of funds, balance inquires, transaction history, check ordering, wire transfers, stop payments, pay by phone loan payments, overdraft protection arrangements, mortgage payments. Awarded compliments for excellent customer service skills while also achieving sales standards for the company. Audit Specialist Tena Companies St Paul,MN Start Date 2012 End Date 2013 *Evaluates mortgage loan files for auditing purposes to meet state and federal regulation requirements.*Orders the federal tax transcripts from the 4506T form for all conventional and sub-prime mortgages.*High volume of data entry into the second look software program averaging 40 transcripts per day.*Responsible for data entry of all confidential client information, including
  2. 2. monthly income to qualify, property address, tax return adjusted gross income, borrower and co- borrower social security information,all completed with 99% accuracy with excellent data entry skills. *Exceeds company production expectations, processing 50-75 hard copy mortgage loan files per day and processing 1000-1500 imaged mortgage loan files per day.*Excels in accuracy with excellent attention to details and timeliness of processing the mortgage loan files. Personal Banker Wells Fargo Bank Shoreview,MN Start Date: 2011 End Date: 2012 *Excellent customer service skills and able to handle 100-120 calls per day while maintaining a high level of customer satisfaction. * Resolved customer complaints and overcoming customers banking concerns which included handling escalated issues. * Sold products and services and met aggressive sales goals including certificates of deposit, money market savings, auto loans, boat loans, home equity lines of credit, personal lines of credit, and Wells Fargo credit card products. * Met company standards at sales goal of 26% daily, often exceeding company standards at 35% of sales goal. *Awarded special recognition of warm sales transfer rate of 65% of sales goal * Responsible for quality assurance questions and was awarded special recognition for 100% Quality Assurance scores. * Strong listening, written and verbal communication skills. * PC knowledge and skills including the ability to navigate computer applications in Windows environment and have proven ability to utilize multiple search engines. * Transferred funds, checked available balances, reviewed transaction history, issued new debit cards, cancelled lost debit cards filed lost stolen fraud claims on accounts, filed debit card disputes, completed stop payment orders etc. Collector NCO Financial Columbus,OH Start Date: 2010 End Date: 2011 *Excellent data entry skills. *Utilized multiple collection software programs. *Excelled above average collection goals using communication and customer service techniques. *Collected on debt owed to the company in outbound call center environment. *Made a series of outbound calls including tracking, tracing, high volume calls to secure payments or promise to pay for monies owed to the company. Credit Specialist Experian Credit Reporting Agency Columbus,OH Start Date: 2008 End Date: 2010 *Engaged with existing clients to ensure renewal of contract and be the primary client contact for defined accounts. *Executes client contact campaigns driven by the team leader and effectively utilize technology and tools to enhance client loyalty.*Achieve monthly and annual client retention goals. *Initiates sales process by assisting in prospecting, scheduling appointment and utilizing sales personnel to close sales within our existing client base. *Provides advise about products and sevices to customers and business partners. *Assist and follow up on new orders that support client satisfaction goals.*Responsible for selling credit protection services to national data base of Experian customers. Personal Banker National City Bank Columbus,OH Start Date: 2007 End Date: 2008 *Efficiently excelled with customer service skills while assisting customers with their online banking and maintenance on their accounts *Completed maintenance on each account including check ordering, stop payment, balance transfers, refunds, address updates and online banking/password maintenance *Awarded customer service excellence awards ( Magic Awards received) * Closed on a total of $6 million dollars in 2007 and was placed on the high sales performance team *Up sold all banking products throughout each call including CD's, Money Market Savings, Equity Lines of Credit, Lines of Credit, Auto Loans, Debt Consolidation Loans Credit Cards Mortgage Loan Originator Empire Mortgage, Inc Start Date: 2006 End Date: 2007 *Proven loan closer and knowledgeable of the processing and preparing files for closing * Provided excellent customer service to client base, fitting various loan programs to satisfy their needs * Registered loans on the origination system and maintained system accuracy * Collected all documentation including pay stubs, W2's, outstanding conditions, commitment
  3. 3. letters and counter offer letters and completed verifications * Review rate lock and point objectives for accuracy * Problem solving loan approval process and closing conditions with professionalism * Ensured overage and underage is approved as well as waiver of any fees * Set up files and ordered all necessary appraisals and credit reports * Ordered title work title insurance, flood and tax certificates, surveys, reviewing for problems upon receipt * Clearing title objections and obtaining support * Review all documents, prepare and calculate income and assets before submitting to underwriting * Review all loan conditions and coordinate with buyers, sellers, title companies, escrow agents, surveyors and real estate agents complete loan submissions and perform closings * Managed weekly pipeline report and complex files Mortgage Loan Processor Wells Fargo Home Mortgage Worthington,OH Start Date: 2003 End Date: 2006 *Ordered tile work, title insurance, flood and tax certificates, surveys, reviewing for problems upon receipt *Clearing title objections and obtaining support *Organized and monitored office operations and front desk coverage with professionalism and strong problem solving skills * Communicate with customers regarding loans and copied all loan documents and prepared loan files before submitting to underwriting * Monitored closings, pulled loan status, pulled appraisals, printed closing letters, updated customer database to loan closed status, and mailed closing packets. * Performed data entry with client database uploaded pipeline spreadsheet into the database for post- closing marketing. * Monitored and managed pipeline report * Worked the title companies to handle post-closing problems and issued post-closing packets customers with all the necessary disclosure documents. *Assisted and managed loan officers for two accounting units/up to 20 employees assisted. * Processed up to eleven daily rate sheets for various new home builders; monitored distribution lists with updated contact information of recipients email addresses or fax numbers. * ACT Database management, updated 2,000+records with new information, added new contacts, deleted old contacts. * Assisted loan officers with communications to the underwriting center. Re-directed mortgage e-clause insurance calls to underwriting and copied files to be submitted to underwriting. EDUCATION Major: Business Marketing The Ohio State University, OH Courses: Licensed Mortgage Loan Officer Courses: English, Communications, Consumer Relations Ohio Licensed Loan Officer "Surviving the Law" Senate Bill 185 Continuing Education Training Financial Training & Procurement Workshop Time Management Time Management for Sales People Administrative Systems Training Leadership Development Training Professional Selling Skills International Computer skills, ACT database management, word, excel, power point, access, outlook, and internet explorer 35-40 LICENSES/CERTIFICATES/ADDITIONAL TRAINING Ohio Licensed Mortgage Officer 2006 The State of Ohio OH Truth in Lending, Surviving the Law Senate Bill 185 NOTES AND ACTIVITIES American Marketing Association, Columbus Snow Ski Club, Water Ski Club