JAMES LEO LOBERIZA

• Performed HIV tests and interpreted test results
• Collaborated with case managers to assist clients in identifying resources for mental health treatment, substance abuse programs, domestic violence services and housing assistance.
• Distributed condoms to promote use for HIV-infected persons and persons at highest risk of acquiring HIV.

• Built and maintained relationships with new and existing clients while providing high level of expertise.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

• Managed end-to-end settlement processes, ensuring timely and accurate completion of mortgage settlements.
• Maintained meticulous settlement documentation, including Trust and SMSF loan files, to support compliance and funding readiness.
• Liaised directly with solicitors, conveyancers, and lenders to coordinate settlement bookings and confirm disbursement schedules.
• Ensured all settlement conditions were met and verified prior to disbursement to avoid delays or errors.
• Oversaw post-settlement tasks, including organizing invoices and documentation for construction loans.
• Kept clients regularly informed with clear settlement updates and timelines, enhancing transparency and satisfaction.
• Created and maintained a comprehensive settlement procedures manual to standardise best practices across the team.
• Proactively monitored settlement pipelines to flag and resolve potential issues ahead of scheduled deadlines.
• Consistently met or exceeded settlement deadlines, contributing to a smooth client experience and internal workflow continuity.
• Supported internal teams with settlement-specific knowledge, acting as a point of contact for complex file escalations.
• Knowledgeable in Broker Engine tool

• Optimized loan processing workflows for maximum efficiency and precision.
• Surpassed client service objectives, cultivating exceptional customer relationships.
• Accelerated settlement procedures, resulting in swift closures and heightened client satisfaction.
• Authored a comprehensive settlement process manual to standardize operations.
• Streamlined mortgage lifecycle, boosting client satisfaction.
• Managed seamless loan process.
• Upheld strict documentation.
• Exceeded customer service goals.
• Optimized loan systems for peak efficiency & accuracy.
• Liaise with solicitor to ensure fundings to meet settlement due dates.
• Organize Invoices for construction loans (post settlement stage).
• Ensure clients are updated with their loan.
• Broker Pipeline Management.
• Expertly managed the entire mortgage loan process, ensuring a seamless experience from application to closing.
• Knowledgeable in Mercury CRM, Salesforce, Applyonline, Servicing Calculator, Loan Policies.
• Knowledgeable in Approval to Settlement process.
• Client Expectation Management (calls and emails).
• Liaising with Clients, Brokers and Lenders to ensure that loans are Approved as efficiently as possible.
• Explains the differences between and approval requirements of various types of mortgages; prepares and presents a lending package based on client specifications.

• Broker Pipeline Management

• Expertly managed the entire mortgage loan process, ensuring a seamless experience from application to closing.

• Knowledgeable in Mercury CRM, Salesforce, Applyonline, Servicing Calculator, Loan Policies.

• Knowledgeable in Approval to Settlement process

• Client Expectation Management (calls and emails)

• Liaising with Clients, Brokers and Lenders to ensure that loans are Approved as efficiently as possible

• Explains the differences between and approval requirements of various types of mortgages; prepares and presents a lending package based on client specifications.

• Assists stakeholders with completion of mortgage applications, inspecting completed documents for accuracy and thoroughness.

• Based on predetermined requirements, assesses, and grants or rejects

mortgage applications.

• Excellent data entry skills with high level of accuracy and attention to detail

• Task driven and highly organised

• Ability to multi-task in a fast-paced environment and work under pressure

• Excellent communication skills both oral and witten

• Strong computer literacy and keyboarding skills

• Ability to adhere to strict guidelines and deadlines

• Ability to work effectively with minimal supervision and with a diverse

range of stakeholders

• Performs other dues as assigned.

• Mentored new loan processors and led transition teams effectively .

• Maintained strict documentation, error-free submissions

• Recognized as Settlement officer of the Year 2023 and lauded as a Customer Service Champion.

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.

• Expertly managed client relations and documentation acquisition for loan applications

• Proficiently entered client data into systems and submitted applications through online platforms.

• Actively coordinated with clients, lenders, solicitors, and accountants to ensure smooth application processing up to settlement.

• Provided timely updates to clients regarding the status of their loan

applications.

• Continuously enhanced knowledge of policies and products through dedicated ongoing training.

• Conducted diligent follow-ups with clients via phone and email to obtain necessary information.

• Managed client interactions for loan applications

• Processed data entry and online application lodging

• Coordinated with stakeholders for application progress

• Maintained up-to-date knowledge on policies and products

• Mastered upselling Telstra.
• Achieved designated targets for Average Handling Time (AHT), ensuring efficient call management.
• Excelled in upselling OnStar subscriptions, contributing to revenue growth.
• Demonstrated versatility by adeptly handling a diverse range of calls from members, businesses, and dealers.
• Proficient in navigating complex internet and software platforms while delivering exceptional professionalism and customer service.
• Consistently met and exceeded sales quotas by adhering to strict time limits and performance standards.
• Thrived in high-pressure situations, maintaining composure and effectiveness in a high call volume environment.
• Engaged and attracted potential customers by providing insightful product and service information, and recommending additional offerings.

• Consistently achieved target Average Handling Time (AHT), ensuring efficient and professional call resolution.
• Successfully promoted and upsold OnStar subscriptions, directly contributing to recurring revenue growth.
• Demonstrated adaptability by expertly managing a wide variety of inbound calls, including those from individual members, corporate clients, and dealership partners.
• Proficient in navigating complex digital platforms and CRM systems while maintaining high standards of customer service.
• Met and frequently exceeded sales and performance KPIs, maintaining speed and accuracy under strict time constraints.
• Performed effectively in fast-paced, high-pressure environments, ensuring consistent service quality during peak call volumes.
• Actively engaged potential clients by delivering informative product insights and strategically recommending relevant add-ons and services.
• Maintained exceptional communication skills across all call types, ensuring clarity, empathy, and resolution.
• Mentored junior team members, contributing to their professional growth and development.
• Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.