Serves as a dedicated administrative partner to mortgage lending officers, optimizing online loan transaction efficiency and ensuring regulatory compliance for portfolio and secondary market requests. Coordinates adverse loan review processes, internal policy adherence, and schedules monthly departmental meetings. Develops and presents comprehensive loan closing reports and lender meeting materials. Cultivates strong relationships with Account Executives through proactive engagement. Offers broad support to loan officers, spanning file administration, application monitoring, and borrower correspondence, while safeguarding operational integrity and security.

Conduct weekly team meeting on updated policies and procedures. Perform supervisory duties of the call center which consists 5 employees. Recommend appropriate disciplinary action when needed. Responsible for rating personnel performance and providing performance-based courses of action. Address complex calls, conduct research on difficult accounts, and complete impromptu assignments to respond to member service issues. Compiled weekly call center reports of abandoned calls.

Provide members with account information and performs account transactions including processing transfers, withdrawals and other deposit product servicing functions. Images, upload, indexes and quality checks account authorizations and verification of deposits. Cross sells loan fans deposit products and other services to new and existing members through inbound calling. Utilizes PegaReach CRM to update credit card accounts. Ensures adherence to company policies and procedures and Credit Union Regulations.

Managed cash and check deposits and withdrawals. Prepared and verified cashier’s checks. Verified accuracy of member deposits and checks. Resolved member issues related to banking and loan products. Entered members’ transactions into the system to record transactions with precision. Balanced out teller drawer every day. Maintained a high level of confidentiality in all daily transactions.

Manage all store operations to ensure that sales transactions, customer payments and collection activities are properly performed in accordance with the company’s operation procedures and all applicable laws. Coach, lead and develop all team members to maximize their performance potential. Determine and/ or approve loan values based off a comprehensive vehicle appraisal. Prepare and analyze company reports and communicate information. Adhere to all HR policies and procedures as acknowledged in the Employee Handbook.

Work to increase store profitability by selling loan products, identifying local marketing strategies, participating in community events, leveraging business to business partnership opportunities, and obtaining referrals. Coach and develop team members and assist with employee management and training in order to maximize team’s potential. Set and example of expected performance standards while holding the team accountable for upholding compliance with Company policies and procedures.

Determine and/or approve loan values based off a comprehensive vehicle appraisal. Supervise Customer Service Representatives and help to coach and develop in order to maximize the teams’s potential. Maintain customer information in the Poi t of Sale system with integrity to ensure transactions and private details remain protected. Developed customer rapport to provide unbeatable customer service in order to build new business and maintain store profitability.

Operated proof machine to sort, list, and prove deposits, debits, and credit items. Detected out of balance transactions and follow associated handling procedures to minimize impact to customer and internal departments serviced by proof. Ensures quantity and quality standards are maintained to promote effective and efficient customer service.