• Responsible for reviewing files for adherence to underwriting standards and ensuring completeness of underwriting submission, ordering AUS, clearing conditions and communicating with third parties• Act as a liaison between client, loan officer and/or realtor, underwriters, closers and other internal and external partners to collect necessary documentation• Ability to use Empower and successfully use critical thinking and analytical skills to examine credit reports for loan processing• Able to meet monthly performance metrics (productivity/quality), and satisfactory client delight customer survey scores• Comfortable multitasking in a high volume stressful environment

• Provides intricate loan support such as loan reconstructions, payment reversals, loan modifications, construct amortization schedules and correct loans that were disbursed incorrectly• Consistently provides quality service to members and all co-workers throughout the Credit Union with an emphasis on loans and serves as a help desk for Interact (troubleshooting upload errors, etc)• Manages credit disputes that are received via written correspondence or E-Oscar • Researches and responds to complex inquires related to loans, including credit cards, mortgage products, collection accounts, bankruptcies, legal actions, and credit disputes• Answers and researches calls regarding Credit Card Re-pricing Strategy - including approving rate changes within the scoring range set for team• Resolves any member issues coming directly from the member, Contact Center, Branches, AVP & EVP Member Services and CEO all inclusive of share and loan products• Receives and answers telephone and written inquires regarding loan and accounts which require research and problem solving• Provides mentor and coaching to new representatives• Acts as Supervisory support when the Contact Center supervisors are not available• Keeps informed and complies with regulations related to consumer lending, credit committee and other Credit Union policies• Contributes towards team, and department goals

• Established member relationships through quality service and cross selling VACU products and services to meet member needs• Facilitated Sales and Educational training for various frontline departments in the areas of Sales and Operations as well as one on one coaching• Followed sales and service member interaction model to meet member needs and make appropriate recommendations• Partnered with Membership Development on various SEG’s and Seminars• Partnered with Area Branch Management to pilot a loan program offering pre-selected equity products as a new approach to VACU lending• Wrote and submitted proposal for new Sales and Service advanced training model for frontline staff• Partnered with management of Member Experience department to rewrite the Quality Assurance guidelines• Selected to test and help implement new on-line banking and enrollment process for branches and trained branch staff on enrollment procedures• Successfully reviewed credit reports, and with recommendations had loan declinations reversed • Handled each transaction proficiently and accurately, exercising good judgment and seeking approval for any transaction exceeding either assigned levels of authority or a transaction that was outside the scope of VACU policies and procedures

• Received Financial Services Advisor certification through First Market Bank's program with mastery in Sales, Service, and Operations • Accepted into First Market Bank's First Forum mentoring ship program with Dealer Finance • Generated 40% of new branch business by promoting the bank's products and services and engaging customers through appropriate sales activities (PAs, Aisle Marketing, Outbound Calling, and Customer Needs Assessments)• Participated in the Bank's customer relationships by identifying existing and potential customers needs and referring to other lines of business• Effectively and efficiently handled the processing of account openings, account transactions, account maintenance and credit requests • Promoted the branch's overall growth through the development and retention of new and existing customers