Emmanuela Thomas Email & Phone Number

Dunedin, Florida, United States

Provide leadership and direction to loan processing staff and work closely with the Vice President of Lending and Mortgages to provide a seamless lending experience through all of our delivery channels.Ensures competent, motivated staff through training, counseling, supervising, and renewing performance of staff employees.Responsible for maintaining internal and external relationships and the administration of the credit union's loan portfolios to meet established quality control requirements.Formulating and administering Credit Union Consumer Lending program and ensure compliance with established policies and procedures.Implement updates to systems, forms, and procedures when requirements change.

• Mentors, trains and develops team members by coaching on a weekly, monthly and annually basis to include huddles, 1 on 1 coaching, team meetings and evaluations• Set goals, conduct annual reviews, address training and disciplinary issues and approve timecards and time off requests with direct reports• Conduct business development programs that help and expand the underwriting process throughout the Credit Union• Participates in ongoing evaluations of processes and procedures to ensure the member experience is met• Manages the staff, plans responsibilities, directs activities, creates work schedule and utilizes staff resources effectively including modifying staff levels (hiring/terminating) to meet department goals

• Analyze heavily to ensure no conflicts are evident in the loan portfolios• Review high-profile legal documents including but not limited to : Bankruptcy, Child Support, Power of Attorney, Alimony and Divorce Decree’s.• Analyze loan information to render a decision for different loan product to include credit cards, personal loans, auto loans, RV loans and boat loans.• Read and interpret credit reports and explain information to internal employees, dealer partners and members.• Accountable for managing individual and team queues to ensure loan decisions, questions and messages are responded to in a timely matter.• Strong ability to educate and inform necessary parties of counter-offers, loan stipulations and reasons for denial.• Evaluate paystubs, tax returns, bank statements, credit reports and various other documents to determine if loan modifications are require.• Review member information and activity for compliance with sanction laws using OFAC monitoring systems and reports.

• Underwrite credit card products for personal and business use• Compile and analyze information according to established underwriting matrices, identify issues and research financial data• Provide decisions based on a thorough knowledge of credit policy inclusive of financial statement analysis. Emphasis placed on accuracy, processing time, regulatory and compliance standards as well as the ability to identify, recommend and justify policy exceptions that are mitigated by sound credit analysis and appropriate approval levels. • Spread financial statements, prepare personal and business cash flow analysis and prepare credit packages for further review by the underwriting team.• Independently analyze and evaluate the risk of adding a transaction to the bank’s portfolio

• Department SME (subject matter expert) and trainer• Exhibit active listening and conflict management and resolution skills• Expert in all system software to include but not limited to: Meridian Link, TERES, Akcelerant/Framework, Symitar, Echo Sign, Titles, FIS, and Accurint• Demonstrate superior communication skills by adapting to different styles of communicating; both written and verbal when notifying dealerships, underwriters and lenders of missing and incomplete documents.• Accountable for the quality control of all loan documentation to ensure loans meet Federal and Credit Union guidelines• Work closely with dealers, team members and members of the Credit Union to ensure loans are funded in an accurate and timely manner• Provide excellent customer service to our current and future dealer partners• Process title work for members and assist collections in placing liens to help with repossession of collateral

• Primary responsibility ensuring the client experience was world class and that interactions/issues were resolved accurately and expediently• Used a high level of client service skills to defuse potentially difficult and/or upset customers with complex issues• Meet and exceed production goals as outlined in the metrics scorecard including interactions per day, quality, risk and production efficiencies

• Research and review information to determine appropriate resolutions• Responsible for handling complex client issues by possessing a higher level of empowerment, knowledge and system access• Demonstrate analytical, project management and PC software skills and the ability to manage multiple system platforms• Support internal financial associates and financial center personnel with complex questions, navigation, account review and maintenance of client accounts