Joseph Luna Email & Phone Number

-Manage department help desk tickets, ensuring resolution within service level agreement-Provide system related assistance to other departments, including troubleshooting system errors and providing guidance on the functionality of various systems-Liaison for technically complex issues-Recommend, design and implement procedures and operational efficiencies to aid in future resolution-Lead cross-functional project teams with system conversions, mergers, creation of new products… Show more -Manage department help desk tickets, ensuring resolution within service level agreement-Provide system related assistance to other departments, including troubleshooting system errors and providing guidance on the functionality of various systems-Liaison for technically complex issues-Recommend, design and implement procedures and operational efficiencies to aid in future resolution-Lead cross-functional project teams with system conversions, mergers, creation of new products and system UI/UX testing-Assist with loan product profitability and implementation of new loan products-Build and analyze Business Intelligence Reports ensuring accurate and timely distribution to Senior Management -Responsible for the maintenance of Loan Origination Systems (LOS) for Consumer (Direct and Indirect) and Mortgage Lending, including the security and integrity of the systems. -Maintain and update loan rate sheets for Consumer and Indirect Lending; effectively communicating changes-Update loan documents in collaboration with the Compliance Specialist -Set up and manage users within LOS, providing a monthly log to Risk Management and conducts a quarterly review of user access management Show less

-Trained and supervised new hires, coaching them as needed-Process and review loan applications, including worksheets and credit reports-Review daily reports, including CUDL ACH, internet, telephone and fax funding reports-Process and prepare all incoming contracts and Department of Motor Vehicle paperwork-Review all pending documents for accuracy and insurance-Fund all incoming contracts,-Verify insurance, employment, and fraud alerts-Prepare and process adverse… Show more -Trained and supervised new hires, coaching them as needed-Process and review loan applications, including worksheets and credit reports-Review daily reports, including CUDL ACH, internet, telephone and fax funding reports-Process and prepare all incoming contracts and Department of Motor Vehicle paperwork-Review all pending documents for accuracy and insurance-Fund all incoming contracts,-Verify insurance, employment, and fraud alerts-Prepare and process adverse actions-File all approved and countered applications-Open new membership accounts-Process and review all funding delays on a daily basis, including dealer notifications-Communicate with members and dealers via phone, fax and mail regarding all Consumer and Indirect Lending activities-Update dealer contact list, funding documentation checklist, and indirect dealer fee worksheet Show less

-Trained and supervised new hires, coaching them as needed-Troubleshoot mobile and online banking issues, including log in, bill pay, e-Statements, Quicken, A2A, and P2P-Managed secure email queue and responded to member inquiries-Reviewed and decisioned online membership applications-Live Chat Agent-Participated as a tester in Online Banking conversion to Digital Insight-Answered phone inquiries while providing an excellent member experience-Resolved member issues… Show more -Trained and supervised new hires, coaching them as needed-Troubleshoot mobile and online banking issues, including log in, bill pay, e-Statements, Quicken, A2A, and P2P-Managed secure email queue and responded to member inquiries-Reviewed and decisioned online membership applications-Live Chat Agent-Participated as a tester in Online Banking conversion to Digital Insight-Answered phone inquiries while providing an excellent member experience-Resolved member issues by researching and exploring alternative solutions-Sold additional financial services by recognizing opportunities to cross-sell accounts Show less