Luann W. Email & Phone Number

Basking Ridge, NJ

• Efficiently handles member related inquiries and provides timely follow-up via multiple communication channels for AFCU plus 20 CUMAnet LLC client credit unions along with performing new loan booking, escrow, payoff.
• Continually learning and mastering new/enhanced credit union record keeping and customer management technology including: FISERV DNA, FICS, Encompass, Salesforce CRM
• Member, Departmental Charity Committee

• Customer Service & Loan Operations Supervisor:
• Promoted a community minded banking relationship through in-person, phone, and written means of customer interaction while utilizing active listening techniques to drive the right cross-sell opportunities
• Continually learned and mastered new/enhanced technology resulting in 18 new servicing procedures and associated workflow process improvements to achieve greater efficiency and quality control
• Interdepartmental liaison engaged in cultivating cross organizational relationships to drive bank goalsLoan Operations Representative:
• Responsible for reception, filing, administrative support, then proactively learned loan servicing functions and technology including FISERV DNA
• Member, Employee Process Improvement and Morale Committee

• Communications Project Manager:
• Coordinated campaign for improving business unit employee satisfaction levels through: leadership/staff one-on-one opportunities, small group & division town hall sessions, staff committee involvement, skip-step.
• Directed customer service & processing workflows for incoming IRA & 401K Asset Transfers resulting in improved average timeframe completion down from 87 days to 17 days
• Conducted department-wide presentations as well as one-on-one and small group staff sessions

Human Resources Generalist Certificate

Bachelor Of Arts (B.A.), Major, Communications And Public Relations; Minor, History, 3.6, Graduated Cum Laude