John R Holzer
Fox River Grove
Summary
Experienced customer representative with exceptional interpersonal and communication skills seeking a position to assist and resolve customer issues while fostering positive relationships between customers and the company. Recognized for expertise in team management, customer service, quality assurance, credit and financial analysis, repurchase requests, compliance review, and related accounting procedures. Passionate about providing excellent customer experiences and utilizing people-oriented skills to enhance the company\'s image.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Care Associate
Snap-on Tools
09.2023 - Current
- Work closely with customers in a fast-paced environment
- Help customers find and purchase tools and accessories
- Deliver courteous customer service off the phone, also via email and text messaging
- Handle customer escalations with patience and respect
Underwriter III Assistant Vice President
Fifth Third Bank NA (MB Financial)
06.2012 - 11.2022
- Managed, directed, and implemented underwriting/operational strategies and objectives to ensure the achievement of the firm’s goals to deliver high quality loan decisions in accordance with credit policy and support superior customer service levels
- Efficiently working remote, managing a team of10-15 individuals remotely prior to the Covid19 office shut down
- Review reports daily overseeing productivity of team
- Monthly one on one meetings with underwriting and processing team discussing performance and team goals
- Manage daily workflow for underwriting team
- Developed remote working platform prior to the Covid19 office shut down
- Created and implemented training curriculum for new hires, implemented file review program to foster file quality improvement and continued training opportunities
- Consistently meet monthly production goals, awarded president Club title for highest ration in underwriting for delivering quality customer service to internal and external customers
Senior Underwriter
Kinecta Federal Credit Union
11.2010 - 06.2012
- Lead and managed the underwriting team
- Provided training and guiding new employees and team members on proper underwriting protocol and corporate policies
- Evaluated and reviewed mortgage documents for potential fraud and quality and compliance of all regulations, policies, and procedures while working quickly and efficiently with limited time
- Built productive business relationships with management and staff while maintaining a portfolio of satisfied customers
- Reinforced product awareness and customer satisfaction by developing and implementing customer care procedures and policies focusing on educating and servicing customers
- Achieved record breaking performance by exceeding quarterly records attributing success to developing collaborative relationships with sales and management teams
Education
Associate of Applied Science - Horticulture
William Rainey Harper College
Palatine, ILHigh School Diploma -
Maine Township High School East
Park Ridge, ILSkills
- Financial Analysis
- Loan Documentation
- Talent Development
- Fraud Investigation
- Data Analysis
- Customer Service
- Process Improvement
- Credit Analysis
- Team Management
Certification
DE FHA Underwriter
Affiliations
- Lions Club – Fox River Grove
- Club Secretary
Additional Relevant Experience
- Contract QC Underwriter – Cross Check Compliance, Chicago, IL
- Operations Manager - Leaf’s Ice Centre - Club Sports Consulting Group, Inc., West Dundee, IL
- Quality Assurance Underwriter II - Citi Residential Lending Inc., Sacramento, CA
- Senior Underwriter – Argent Mortgage Co, Orange, CA
- Underwriter/Account Manager – Long Beach Mortgage Co, Long Beach, CA
Timeline
Customer Care Associate
Snap-on Tools
09.2023 - Current
Underwriter III Assistant Vice President
Fifth Third Bank NA (MB Financial)
06.2012 - 11.2022
Senior Underwriter
Kinecta Federal Credit Union
11.2010 - 06.2012
DE FHA Underwriter
Associate of Applied Science - Horticulture
William Rainey Harper College
High School Diploma -
Maine Township High School East
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