Belinda was working as a bank executive where she managed several operational departments to include Loan Operations. Loan Operations is a busy department where most functions are time sensitive. Loan Ops work with the lenders and customers to ensure loan documents are prepared for loan closings. The loans are commercial so this means that they can be very complex. There are many critical items that can delay a closing – required documents from the customer, information from the scheduled loan closing date is getting near.
Belinda M. Tucker, C-Suite Financial Institution Executive
Belinda’s direct report and Loan Operations Manager manages three loan closers. Their sole job is to process and document loan closings for the benefit of the customer and lender. The Loan Closer is the main contact between the customer, lender, and required loan closing vendors. They coordinate the whole loan closing process. This means that the Loan Closer would sometimes have to continually prompt the lender to do what is required to close the loan, especially if the loan closing date is fast approaching.
Belinda’s Loan Operations Manager reached out to say that one of her Loan Closers were in absolute distress and tears. The Loan Closer stated that a lender had said some very inappropriate and unprofessional things regarding the Loan Closer’s work ethic. The Loan Ops Manager stated that this was not the first time that this had happened. This incident was relayed to Belinda because the Loan Ops Manager felt that something had to be done about this behavior from the lender.
Once Belinda understood the situation from the Loan Closer’s point of view, she reached out to the lender who happened to be a peer. Belinda called the person directly because she knew she had to address the behavior as soon as possible. The peer proceeded to explain her point of view and Belinda listened patiently and intently, only asking questions for clarification. Belinda was self-aware enough to understand that it was important to maintain the professional relationship with the peer. She used her exceptional soft skills and finesse to help keep the dignity of the peer intact. She advised the peer to contact Belinda instead of the Loan Ops employee directly. Belinda explained that there is always a solution to conflict and that the experience and knowledge of the peer would certainly equip the team with ways to success.
Watch full video interview below.
Contact Belinda Tucker via LinkedIn or her Career WebFolio.
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