• Updated and maintained Access databases.• Created macros to automate mainframe updates.• Coordinated and conducted meetings with other departments to determine the scope, requirements, and desires of projects.

• Reviewed denied personal and mortgage loan applications to ensure denial was justified.• Confirmed the adherence of denied loans to internal policies and procedures.• Guaranteed denied loans did not violate federal and state lending rules, laws, or regulations.• Communicated with branch employees with stalled mortgage loans to ensure the processing of the file moved forward.

• Orchestrated the establishment of the Greensboro Contact Center (Call Center).• Managed 30 employees divided into three teams that worked over three shifts.• Evaluated resumes and applications, interviewed candidates, and hired employees.• Monitored performance and coached employees for improvement.• Handled employee discipline and termination,• Taught new employee training, personal lending training, and mortgage training.• Coordinated and taught UCCE training classes for multiple districts.• Mitigated escalated calls ensuring member satisfaction.• Held the maximum lending authority to approve secured loans up to $1,000,000 and unsecured loans up to $35,00.

• Supervised a shift of 13 employees.• Assisted in the hiring of new employees by evaluating resumes and conducting interviews.• Taught new employee training classes.• Mentored new employees and new lenders.

• Took mortgage applications over the phone.• Determined if mortgage applications should be approved, denied, or countered.• Processed mortgage applications to send to underwriting.• Decided if personal loans should be approved, denied, or countered for myself and other lenders.• Wrote and administered monthly mortgage quizzes to lenders.

• Fielded calls regarding account services, the website, debit cards, and credit cards.• Performed loan maintenance, processed loan applications, and determined decisions on applications.• Lead a team of five employees as shift supervisor.

• Handled automobile insurance claims from initial report to settlement.• Performed coverage and liability investigations.• Evaluated, negotiated and paid physical damage and injury claims.• Monitored vehicle repairs for timely and correct completion.