Michelle Toussaint
Summary
Customer-focused Mortgage Loan Officer with over 10 years of experience in retail banking, customer service, and financial services. Recognized for delivering exceptional client experiences by combining transparent communication, personalized financial guidance, and clear explanations of complex loan processes. Skilled in building trust and loyalty through needs-based solutions, responsive service, and long-term relationship management. Proven ability to meet and exceed business goals in loan origination, client retention, and portfolio growth while maintaining the highest standards of customer care.
Overview
15
15
years of professional experience
1
1
Certification
Work History
MORTGAGE OFFICER
TRINIDAD AND TOBAGO MORTGAGE BANK
04.2024 - Current
- Delivers personalized guidance to clients throughout the mortgage process, ensuring they feel supported, informed, and confident in every decision.
- Conducts comprehensive interviews with applicants, actively listening to their needs and tailoring loan solutions that align with their financial goals.
- Provides clear, simplified explanations of complex legal and financial documents (e.g., Letters of Offer, Loan Agreements), helping first-time buyers avoid confusion and delays.
- Maintains transparent and consistent communication with clients at every stage, reducing uncertainty and enhancing trust in the process.
- Reaches out to customers considering switching institutions, presenting competitive options and personalized service to strengthen relationships and retain loyalty.
- Collaborates closely with attorneys and stakeholders on behalf of clients, ensuring smooth coordination and minimizing stress during the due diligence and closing stages.
- Keeps meticulous daily logs to track client interactions and follow-ups, ensuring timely responses and seamless service delivery.
- Actively follows up with satisfied clients to encourage referrals, turning positive customer experiences into new business opportunities.
- Provides empathetic financial advice, offering alternative lending strategies to help customers achieve homeownership or restructuring goals despite challenges.
MORTGAGE ASSISTANT
TRINIDAD AND TOBAGO MORTGAGE BANK
12.2017 - 03.2024
- Initiated client engagement with personalized introductory emails, setting a welcoming tone and building trust from the start of the mortgage process.
- Acted as the first point of contact by handling client calls and queries with professionalism, accuracy, and empathy.
- Conducted timely follow-ups to collect outstanding documents, keeping clients informed and ensuring applications progressed smoothly.
- Provided clear explanations of mortgage products, repayment strategies, and eligibility criteria, empowering clients to make confident financial decisions.
- Coordinated with attorneys, the Housing Development Corporation (HDC), and internal departments to secure critical legal documents on behalf of clients.
- Scheduled and prepared clients for closing appointments, ensuring they understood requirements and felt supported throughout the final stages.
- Drafted memorandums and managed refund journals with transparency and accuracy, maintaining client confidence in financial transactions.
- Delivered pre-qualification assessments and personalized financial advice, aligning solutions with each client’s goals and circumstances.
- Maintained detailed daily logs of customer interactions and file progress, ensuring timely communication and reliable service delivery.
- Contributed to departmental success by providing exceptional client service, resulting in strong customer satisfaction and exceeding financial targets (2019–2022).
ACCOUNT MANAGER – DIEGO MARTIN BRANCH
RBC ROYAL BANK (TRINIDAD & TOBAGO) LIMITED
07.2016 - 01.2017
- Ensured accuracy and compliance by processing loan applications in strict adherence to underwriting guidelines and internal credit policies, minimizing risk while maintaining excellent client trust.
- Delivered personalized financial consultations, identifying client goals and recommending tailored solutions—including personal loans and credit cards—that improved financial outcomes and enhanced satisfaction.
- Assessed financial statements, credit reports, and supporting documentation with precision, clearly communicating results and building transparency in the credit decision process.
- Proactively sourced and engaged potential clients, promoting lending products in a solutions-focused manner that drove portfolio growth and consistently exceeded revenue targets.
- Cultivated long-term client loyalty through responsive service, regular follow-ups, and needs-based support, resulting in high levels of customer satisfaction and retention.
CUSTOMER SERVICE REPRESENTATIVE – MARAVAL BRANCH
RBC ROYAL BANK (TRINIDAD & TOBAGO) LIMITED
04.2010 - 06.2016
- Began career as a Teller-Cash Representative, providing frontline customer service in daily transactions while ensuring accuracy, efficiency, and a welcoming client experience.
- Advanced into the Complex Customer Service Representative role, managing complex retail banking transactions, resolving inquiries, and guiding clients through banking products with professionalism and care.
- Built a reputation for problem-solving and empathy, handling escalated service issues and complex requests with patience and efficiency to strengthen client trust.
- Transitioned into VIP/Private Banking, delivering tailored financial advice and premium service to high-net-worth clients through dedicated account management and personalized solutions.
- Provided end-to-end VIP service, including fast-tracked transactions, priority access to services, and proactive relationship management that enhanced client satisfaction and loyalty.
- Delivered personalized banking solutions—including savings, investment, and credit products—aligned with clients’ goals, reinforcing a customer-first approach to financial well-being.
- Served as the primary point of contact for VIP clients, resolving inquiries and issues promptly while maintaining discretion, professionalism, and long-term relationship value.
- Consistently achieved and exceeded sales and service targets by converting client interactions into opportunities for portfolio growth and retention.
- Consistently demonstrated a customer-first mindset, using active listening, clear communication, and tailored solutions to exceed expectations and foster loyalty at every stage of the client relationship.
Education
A-Z MORTGAGE FINANCING -
THE INSTITUTE OF BANKING AND FINANCE OF TRINIDAD & TOBAGO
CREDIT MANAGEMENT TRAINING WORKSHOP -
THE INSTITUTE OF BANKING AND FINANCE OF TRINIDAD & TOBAGO
DIPLOMA IN CUSTOMER SERVICE - Online Short Course
ALISON LEARNING CENTER
BUSINES MANAGEMENT - Online Short Course
ELEARNING COLLEGE
ADVANCING YOUR COMMUNICATION SKILLS – MASTER CLASS -
UNIVERSITY OF THE WEST INDIES
DIPLOMA IN BANKING & FINANCE -
THE INSTITUTE OF BANKING AND FINANCE OF TRINIDAD & TOBAGO
Skills
- Customer Service Excellence
- Verbal & Written Communication
- Collaboration & Teamwork
- Time Management
- Target Driven
- Critical Thinking
- KYC Verification
Certification
- A-Z Mortgage Financing, The Institute of Banking and Finance of Trinidad & Tobago, 2024
- Credit Management Training Workshop, The Institute of Banking and Finance of Trinidad & Tobago, 2024
- Diploma in Customer Service, Alison Learning Center (Online Short Course), 2022
- Business Management, Elearning College (Online Short Course), 2021
- Advancing Your Communication Skills – Master Class, University of the West Indies, 2021
References
- Kristin Ramesar, Manager, Residential Mortgage Origination Trinidad and Tobago Mortgage Bank, 623-8863 EXT 2037/712-4984
- Donna Harricharan, Manager, Business Accounts Services RBC Royal Bank Limited, 612-5623/686-0608
- Robert Green, Chief Executive Officer (Retired) Trinidad and Tobago Mortgage Bank, 680-5432
- Sylvina Rodgers, Manager, Financial Solutions (Retired) RBC Royal Bank Limited, 733-8887
Languages
English
First Language
Timeline
MORTGAGE OFFICER
TRINIDAD AND TOBAGO MORTGAGE BANK
04.2024 - Current
MORTGAGE ASSISTANT
TRINIDAD AND TOBAGO MORTGAGE BANK
12.2017 - 03.2024
ACCOUNT MANAGER – DIEGO MARTIN BRANCH
RBC ROYAL BANK (TRINIDAD & TOBAGO) LIMITED
07.2016 - 01.2017
CUSTOMER SERVICE REPRESENTATIVE – MARAVAL BRANCH
RBC ROYAL BANK (TRINIDAD & TOBAGO) LIMITED
04.2010 - 06.2016
A-Z MORTGAGE FINANCING -
THE INSTITUTE OF BANKING AND FINANCE OF TRINIDAD & TOBAGO
CREDIT MANAGEMENT TRAINING WORKSHOP -
THE INSTITUTE OF BANKING AND FINANCE OF TRINIDAD & TOBAGO
DIPLOMA IN CUSTOMER SERVICE - Online Short Course
ALISON LEARNING CENTER
BUSINES MANAGEMENT - Online Short Course
ELEARNING COLLEGE
ADVANCING YOUR COMMUNICATION SKILLS – MASTER CLASS -
UNIVERSITY OF THE WEST INDIES
DIPLOMA IN BANKING & FINANCE -
THE INSTITUTE OF BANKING AND FINANCE OF TRINIDAD & TOBAGO