Anelya Hardson Email & Phone Number

Coppell, Texas, United States

Responsibilities included managing corporate borrower mortgage portfolios across multiple states. Set-up and processed loan payments for current internal accounts or electronically from external banks. Administrated processes including non-escrowed insurance monitoring, renewals, quotes, termination and loan payoff statements with re-conveyance. Reviewed and processed year-end Tax Reporting. Accomplishments:  Identified need to improve insurance processing, created new methods and guidelines for streamlining which decreased losses, reduced error and lessened completion time by 37%. Assisted in monitoring delinquencies with portfolio manager and team members. Completed year-end tax reporting including 1098 and 1099 tax forms. Obtained additional training for special projects, i.e., training loan servicing team members on cross-selling consumer checking products and assisted Quality Control Dept. with scanning loan files into Laserfische equipment. Performed follow-up and collaboration with insurance agents and borrowers. Implemented forced place insurance as needed.

 Provided technical assistance to customers accessing new online banking system. Performed customer needs assessment by email, telephone and in person which resulted in offering appropriate products, services and/or transactions to ensure the customer, ministry, school or business was best served. Resolution of customer concerns. Acted in team lead capacity for new employee training and the department SME (Subject Matter Expert) that included assisting customers with many of the technical aspects of the online banking change and attending pre-approved Go-To online meetings to provide technical help for clients or escalate to IT.   Consistently met federally regulated timeframes on credit checks, income verifications and sending approval/denial letters. Assisted and mentored new employees (representatives).

 Assist Credit Union members over the phone, e-mail, and in person with various banking transactions, including problem resolution, account information, updates, and fee reversal. Maintain satisfactory service standards when completing member research request. Process loan payments, address updates, and account changes via over the phone requests. Consistently meet and exceed call center expectations.

 Charged with all paperwork administration of new-hire onboarding, benefits, leave and payroll, while ensuring compliance with laws and regulatory mandates.  Provided all record keeping for client payments and ACH transactions.

Responsibilities included administrative duties in a call center environment consisting of in-coming calls, emails and online chats from owners with questions regarding their vehicles, ranging from warranty to technical information. Accomplishments: Identified opportunities to increase customer satisfaction.  Accurately documented all customer files.  Acted in team lead capacity to assist managers with new employee training and escalated call issues.