Ilma Quinn Email & Phone Number

Thomaston, Ct, Us

Thomaston, Connecticut, United States

Providing exceptional customer service to bank clients that call in for assistance. Trouble shooting simple technical issues with online banking and phone app. Providing referrals for mortgage, consumer and commercial lending departments. Analyzing client needs and recommending products and services to help clients achieve financial goals. Managing help desk tickets and online banking messages. Ensuring client needs are met and offering single call resolution whenever possible. Working closing with retail and commercial banking to ensure accurate information and communication is provided to all callers.

West Simsbury, Connecticut, United States

Providing direction, leadership, and accountability to ensure that the Member Service team achieves service, sales, and operational goals. Coaching and training staff on job functions, Credit Union mission statement and sales initiatives. Providing ongoing employee one-on-one coaching sessions. Working closely with lending team on personal, vehicle and home loan products. Identifying inefficiencies in processes and procedures and implementing updates to those process and procedure policies to close gaps in efficiency. Maintaining a working knowledge of federal and state regulations to ensure the credit union and staff meet regulatory requirements. Participating in various community functions to help promote the Credit Union’s branding and community roots. Meeting and exceeding sales goals for branch location and launching credit union wide events for community engagement. Managing company wide IRA requirements, maintaining IRA accounts, including RMD calculations, contributions, withdrawals, rollovers and death claims. Performing monthly audits to ensure contributions and withdrawals for previous months were completed correctly. Maintaining accuracy of annual tax reporting.

Communicated with clients to ensure all processes meet expectations; identifies inefficiencies and implements system updates.• Built a team of 7 disclosure desk analysts and 10 loan openers, leading them to meet goals and close gaps in service.• Launched client migrations to IDS disclosure platform and trained the team to minimize error rates.• Developed announcement blasts for analysts and openers while maintaining accurate client documentation.• Onboarding new clients, programs, and states through testing, government disclosure, and fee regulation.• Collaborated with compliance partners to meet regulatory requirements across processes and procedures.

Danbury, Connecticut, United States

Teamed up with managers to meet client needs and requirements on files and reviews. Ensured loan disclosures met TRID deadlines.• Created a new department and its workflow, which involved new desktop procedures and disclosure review checklists per client.• Trained new team members, tested new processes/procedures, verified system updates, and supported LOS and IT teams.• Maintained regulatory compliance in digital systems plus a working knowledge of Byte and Docutech platforms.

Danbury, Connecticut, United States

Conducted pre-close analysis to serve client mortgage needs; developed checklists for each client, company-wide.• Trained teammates and developed procedures for compliance, opening, processing, underwriting, disclosure, etc.• Applied expertise on Fannie Mae, Freddie Mac, and investor guidelines.

Avon, Connecticut

Conceptualized, implemented, and maintained training curricula; conducted new hire training for candidates of varying experience. • Educated candidates on mortgage software, policies, and expectations. Developed monthly product trainings for sales staff.• Assigned and maintained AML/BSA training for new hires and annual renewals company wide

Avon, Connecticut

Reviewed loan files prior to underwriting to ensure data integrity by analyzing income, employment history, and asset information all while maintaining a working knowledge of Fannie, Freddie, Investor and company guidelines

Torrington, Connecticut

Analyzed borrower income and assets to determine the value of collateral and eligibility. Obtained and examined credit reports. Specialized in consumer, HE Term and HELOC lending. Prepared loan packages, disclosures, closing documents, and supporting data.