Shauna Brown
Birmingham
Summary
Detail-oriented mortgage services professional with extensive experience in new-build and residential mortgage applications. Proficient in documentation review, packaging, and effective communication with brokers, lenders, and solicitors. Demonstrates strong knowledge of mortgage processes and compliance, excelling in case pipeline management within fast-paced environments. Transitioning into bridging underwriting, leveraging analytical skills and proactive case progression from inquiry to credit decision.
Overview
16
16
years of professional experience
4002
4002
years of post-secondary education
Work history
Assistant Account manager
New Homes Mortgage Services
06.2025 - Current
- Supported Account Manager in delivering mortgage solutions for new-build clients.
- Monitored pipeline to boost case-completion rates through proactive follow-ups.
- Organised comprehensive support throughout mortgage process, fostering high client satisfaction.
- Collaborated with Account Managers to oversee new-build mortgage client portfolio from enquiry to completion.
- Coordinated updates and resolved issues by liaising with developers, solicitors, and lenders.
- Established positive relationships with clients, developers, lenders, and solicitors through timely communication.
Mortgage Representative
NatWest Group
03.2014 - 06.2025
- Handled approximately 60 external customer calls daily, resolving queries within 10 minutes.
- Maintained updated knowledge of mortgage changes to deliver informed client advice.
- Calculated client expenditures and projected income for accurate mortgage evaluations.
- Collaborated with mortgage advisory teams to assess transaction risks.
- Performed general administration tasks, including scheduling meetings and managing communications.
Customer Sales Advisor
NatWest Group
03.2010 - 03.2014
- Greeted customers warmly, advising on current promotions and providing guidance with product selections.
- Built and maintained relationships with customers to encourage consistent repeat business.
- Cross-sold and upsold products to maximise sales opportunities.
- Trained and mentored new and junior staff members to maximise team efficiency.
- Provided detailed, tailored product information to customers to assist with purchases.
- Consistently exceeded monthly sales targets through diligent customer service and active selling techniques.
- Answered incoming telephone calls and emails to provide customers with accurate product information.
Education
CeMAP / - Banking and Finance
London Institute of Banking & Finance (LIBF)
London07.
Certificate in Regulated Equity Release (CeRER) - Banking and Finance
London Institute of Banking & Finance (LIBF)
LondonCertificate of Higher Education - Compute
South Chelsea College
London06.2000
Certificate of Higher Education - Computer
Lambeth College
London, ENG06.2001
Skills
- Analytical thinking and data handling
- Customer service and complaint resolution
- Administrative and organisational skills
- Opportunity and risk analysis
- Critical thinking in lending
- Documentation review and regulatory compliance
- Lead generation and client relationship management
- Client background checks and finance research
- Mortgage lending laws understanding
Timeline
Assistant Account manager
New Homes Mortgage Services
06.2025 - Current
Mortgage Representative
NatWest Group
03.2014 - 06.2025
Customer Sales Advisor
NatWest Group
03.2010 - 03.2014
CeMAP / - Banking and Finance
London Institute of Banking & Finance (LIBF)
Certificate in Regulated Equity Release (CeRER) - Banking and Finance
London Institute of Banking & Finance (LIBF)
Certificate of Higher Education - Compute
South Chelsea College
Certificate of Higher Education - Computer
Lambeth College