Mortgage Loan Servicer at ESL Federal Credit Union (2023-04 – 2026-02)
Resolved customer issues related to mortgage servicing and processed loan maintenance requests.
- Resolved customer issues related to mortgage servicing promptly.
- Delivered prompt, knowledgeable solutions to address customers' loan service issues.
- Assisted members with loan payment inquiries and account management to enhance customer satisfaction.
- Responded to customer requests for payoff statements or loan modifications.
- Processed customer-requested maintenance on consumer and mortgage loans such as recasts, due date changes, PMI removals, escrow accounts, among others.
- Ensured timely delivery of funds from lenders to investors.
- Maintained accurate records of all servicing activities performed on each loan file.
- Reviewed and processed loan documents for accuracy and completeness.
- Monitored loans to verify adequate and current insurance coverage.
- Processed payoffs, releases, and curtailments for loans.
- Researched discrepancies between actual payments received and those recorded on the system.
- Audited files regularly to detect and correct paperwork and processing errors.
- Provided training to new staff members on mortgage servicing procedures.
- Maintained comprehensive loan records in internal systems to ensure accuracy and accessibility.
- Verified newly-loaded mortgage loans against established standards.
Relationship Banker at ESL Federal Credit Union (2021-07 – 2023-04)
Established strong relationships with members through personalized banking services and financial product assistance.
- Established strong relationships with members through personalized banking services.
- Assisted members in selecting appropriate financial products and services.
- Identified customer needs through conversations and offered appropriate banking products to meet their requirements.
- Built long-term relationships with customers by providing personalized service and support.
- Educated members on credit union policies and financial literacy resources.
- Resolved member inquiries and complaints effectively and promptly.
- Maintained compliance with regulatory standards and internal policies diligently.
- Opened new checking and savings accounts for customers, facilitating various banking services such as wire transfers and direct deposits.
- Adhered to strict confidentiality protocols to maintain safety of customer and bank information.
- Advised customers on bank products, services and financial planning options.
- Collaborated with team members to develop innovative solutions for meeting customer needs while maintaining profitability goals set by the bank's senior management.
- Attended meetings with other bankers to discuss best practices related to relationship building.
- Resolved discrepancies concerning customers' accounts, improving client satisfaction.
- Provided ongoing support throughout the loan application process including answering questions about loan terms and conditions.
- Reviewed loan applications for accuracy and completeness before submitting them for processing.
Head Teller at The Summit Federal Credit Union (2017-01 – 2021-06)
Managed teller operations, staff training, and branch audits while processing member transactions.
- Managed tellers, ensuring task completion while training and onboarding new employees
- Processed weekly cash orders, completed member transactions, including deposits, withdrawals, loan payments, credit union checks and money orders
- Completed monthly branch audits and contributed to helping the branch achieve a perfect branch audit
- Worked closely with Risk Management to detect and reduce fraud with transactions both in-branch and from the ATM
- Reviewed policies and procedures, providing regular feedback on beneficial additions for branch staff and credit union
- Worked with other senior staff in the branch to develop training strategies for new staff
- Participated in different focus groups to develop new systems and procedures
Teller Manager at Citizens Bank N.A. (2013-06 – 2017-01)
Led teller team operations and managed cash controls with perfect accuracy.
- Led teller team to achieve monthly reports and sales goals through effective task management
- Processed customer transactions, including deposits, withdrawals, loan payments, certified checks, and money orders, ensuring accuracy and compliance
- Balanced cash with a zero error rate
- Maintained cash controls as the primary vault custodian
- Completed quarterly ATM, vault and teller audits
- Managed foreign currency inventory
- Fostered friendly and professional customer interactions to enhance client satisfaction
- Reviewed and updated policies regularly
