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Skills

  • Financial Regulations Familiarity
  • Data entry accuracy
  • Loan origination process improvement
  • Building long-term customer relationships
  • Portfolio Management
  • Holding Certifications in OSHA for Loan Services
  • Information Access Optimization
  • Personalized Financial Guidance
  • Business Communication in Finance
  • Client Education on Complex Financial Products

Work Experiences

  • Contributed to the refinement of the credit assessment process.
  • Drove a 7% increase in loan approvals.
  • Assisted in reducing customer account discrepancies by 39% through accurate and timely account reconciliations.
  • Created knowledge bases for new loan programs.
  • I'm updating my PAR and calculating the amount of money I owe on my loans.
  • Coordinated with internal departments.
  • Developed and implemented feedback loops for customer service improvements, resulting in a 67% increase in customer retention rates.
  • Achieved conflict resolution without supervisor intervention.
  • Addressed discrepancies in customer accounts, leading to the resolution of 12 worth of account errors.
  • Coordinated with internal departments to enhance the end-to-end customer experience and boost NPS scores by 3 points.

Summaries

  • Analyzed feedback to increase retention rates by 72%.
  • Accomplished in developing customer support protocols after analyzing feedback, increasing retention rates by 74%. Dedicated to providing customers with timely, personalized service solutions.
  • Customer Service and Loans Intern with a solid background in financial guidance and customer satisfaction strategies. Contributed to a 80% boost in repeat business by delivering prompt, informed support to a 10+ client portfolio.
  • Customer-focused intern with hands-on experience in managing customer service databases, improving access time by 45%. Adept at resolving escalated cases and achieving conflict resolution without supervisor assistance in 39% of cases.
  • Contributed to financial planning strategies that exceed expectations.
  • Dedicated loans processing professional.
  • Contributed to a 49% boost in repeat business.
  • Analyzed customer behavior.
  • Achieved a 21% first-contact resolution improvement.
  • Demonstrated proficiency in CRM software.

Accomplishments

  • Assisted in the development of a performance dashboard for the customer service team, improving KPIs and meeting department goals by 74% within 2017.
  • Created comprehensive financial reports which helped management make data-driven decisions, increasing loan approval rates by 34%.
  • Initiated onboarding process improvements that enhanced customer communication and response time, improving overall loan origination rates by 47%.
  • Troubleshot 17+ customer service issues daily, consistently surpassing call quality targets and achieving a 18% reduction in complaints.
  • Optimized the onboarding process for new loan customers, increasing loan application completions by 59%. Achieved smoother project execution through CRM (Asana).
  • Modified loan promotion procedures based on customer service feedback, leading to an increase in approvals by 77% within the first 4 months.
  • Successfully managed data imports into CRM (ServiceNow), reducing entry errors by 16% and improving customer data accuracy during loan applications.
  • Worked closely with both customers and internal teams to swiftly verify loan information, which reduced application processing turnaround by 12 days.
  • Reduced average customer query resolution time by 6%, providing thorough responses to complex loan and financial inquiries.
  • Collaborated with senior staff to review customer loan retention strategies, which led to a marked 55% improvement in retention rates over 4 months.

Affiliations

  • Affiliate Member, Financial Services Compliance Association
  • Participant, Retail Banking and Customer Experience Improvement Workshops
  • Participant, Loan Risk & Best Practices Series at initiative
  • Participant, Youth Leadership in Financial Services Forum 2017-Present
  • Certified Affiliate, Financial Industry Regulatory Authority (FINRA) ITIL
  • Member, National Credit Union Administration (NCUA) Student Program
  • Affiliate Member, North American Finance & Loans Association
  • Member, National Association of Credit Management program
  • Attendee, Financial Services Marketing Summit
  • Member, Global Association of Risk Professionals (GARP), 2024 – Present

Certifications

  • Lean Six Sigma Green Belt for Financial Services (LSSGB-FS) - 2016
  • Credit Risk Certification (CRC) - Vantage
  • Financial Modeling & Valuation Analyst (FMVA) - Northwind
  • Certified Debt Recovery Specialist (CDRS) - method
  • Certified Professional in Customer Relations (CPCR) - Financial Services Focus
  • Certified Financial Planner (CFP) - metric
  • Financial Services Regulatory Compliance Certification - 2022
  • Certified Business Communication Professional — Financial Industry Focus (CBCP-FI)
  • Certified Analytical CRM Professional (CACRMP) – Financial Services Focus
  • Credit Repair Specialist Certification - Brightline

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