Belinda was working as a bank executive where she managed several operational departments to include Loan Operations.\u00a0 Loan Operations is a busy department where most functions are time sensitive.\u00a0 Loan Ops work with the lenders and customers to ensure loan documents are prepared for loan closings.\u00a0 The loans are commercial so this means that they can be very complex.\u00a0 There are many critical items that can delay a closing \u2013 required documents from the customer, information from the scheduled loan closing date is getting near.<\/span><\/p>\n

$\"Belinda$

Belinda M. Tucker, C-Suite Financial Institution Executive<\/p><\/div>\n

Belinda\u2019s direct report and Loan Operations Manager manages three loan closers.\u00a0 Their sole job is to process and document loan closings for the benefit of the customer and lender.\u00a0 The Loan Closer is the main contact between the customer, lender, and required loan closing vendors.\u00a0 They coordinate the whole loan closing process.\u00a0 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.<\/p>\n

Belinda\u2019s Loan Operations Manager reached out to say that one of her Loan Closers were in absolute distress and tears.\u00a0 The Loan Closer stated that a lender had said some very inappropriate and unprofessional things regarding the Loan Closer\u2019s work ethic.\u00a0 The Loan Ops Manager stated that this was not the first time that this had happened.\u00a0 This incident was relayed to Belinda because the Loan Ops Manager felt that something had to be done about this behavior from the lender.<\/p>\n

Once Belinda understood the situation from the Loan Closer\u2019s point of view, she reached out to the lender who happened to be a peer.\u00a0 Belinda called the person directly because she knew she had to address the behavior as soon as possible.\u00a0 The peer proceeded to explain her point of view and Belinda listened patiently and intently, only asking questions for clarification.\u00a0 Belinda was self-aware enough to understand that it was important to maintain the professional relationship with the peer.\u00a0 She used her exceptional soft skills and finesse to help keep the dignity of the peer intact.\u00a0 She advised the peer to contact Belinda instead of the Loan Ops employee directly.\u00a0 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.<\/p>\n