Member Care Consultant at Rize Credit Union (2024-11 – Present)
- Handle complex member inquiries and concerns with professionalism, patience, and empathy, utilizing de-escalation techniques to resolve challenging interactions and maintain member trust.
- Strive for one-call resolution by taking ownership of member concerns, researching issues, and providing accurate and timely solutions.
- Advise members on financial products and services, while identifying opportunities to cross-sell products that align with their financial needs.
- Support the training and development of new hires by sharing knowledge, demonstrating processes, answering questions, and helping new team members build confidence in their roles.
- Participate in WildSparq, a leadership development program, strengthening skills in emotional intelligence, self-leadership, communication, accountability, decision-making, and team leadership.
Financial Service Representative at First Entertainment Credit Union (2022-07 – 2024-11)
- Managed 50+ member interactions daily, providing exceptional service and resolving account and digital banking inquiries.
- Assist in the lending queue, identifying needs and recommending appropriate financial solutions.
- Develop comprehensive financial planning strategies for members, centered on individualized needs and goals.
- Demonstrate rapid learning and adaptability to support evolving customer requirements.
Senior Loan Processor at Prominent Escrow Services (2021-12 – 2022-07)
- Prepared and reviewed loan and closing documents, identifying discrepancies and preventing processing delays.
- Coordinated loan packages with title and escrow professionals to facilitate smooth and efficient closings.
- Processed disbursements and closing packages while maintaining compliance with established procedures and deadlines.
Commercial Escrow Assistant at Fidelity National Title Co (2021-04 – 2021-12)
- Managed escrow transactions from opening through closing, ensuring accuracy, compliance, and timely completion.
- Interpreted buyer, seller, and lender instructions while providing professional and responsive service.
- Coordinated with lenders, brokers, and borrowers to maintain clear communication and facilitate smooth transactions.
- Processed deposits, prepared required documents, and distributed preliminary title reports.
Enrollment Coordinator/ A/R Specialist at Inspire Charter Services/ Blue Ridge Academy (2018-09 – 2020-06)
- Guided prospective students through the inquiry, application, and enrollment process, ensuring a smooth experience.
- Processed applications, admission documents, and customer invoices with accuracy and attention to detail.
- Researched and resolved invoice and payment discrepancies while maintaining accurate records.
- Cross-trained in Human Resources, providing additional administrative and organizational support.
Legal Specialist IV/Call Center Supervisor at CIT Bank N.A/ OneWest Bank (2016-02 – 2018-09)
- Reviewed corporate and legal documentation to ensure compliance with company policies and standards.
- Prepared management reports, correspondence, and communications to support operational needs.
- Resolved customer complaints by identifying root causes and implementing effective solutions.
- Monitored call quality and provided coaching to improve team performance and customer service.
Relationship Banker/Customer Service Manager at Wells Fargo Bank (2013-07 – 2016-02)
- Delivered exceptional client service while building strong relationships and identifying opportunities to meet clients' financial needs.
- Processed loan and line applications, opened deposit accounts, executed wire transfers, and investment services.
- Authorized high-value transactions and managed cash shipments with a strong focus on accuracy, security, and accountability.
- Interviewed, trained, mentored, and supervised employees while identifying development needs and improving team performance.
- Promoted financial literacy through volunteer service with Junior Achievement Finance Park.
