Cultivates client relationships and analyzes data to grow the organization driving continuous improvements in service delivery.
Began as teller and progressed to safe deposit custodian. Responsibilities included customer access to safe deposit boxes, maintaining safe deposit box records, opening and closing certificates of deposit, IRA’s and checking and savings accounts.
Responsibilities included loan documentation for consumer and commercial loans; assisting customers in opening certificates of deposit, IRA’s, checking and savings accounts; and taking loan applications.
Started as an installment loan collector. February 1987 became the mortgage loan collector. March 1989 position was upgraded and new responsibilities included negotiating payment arrangements with delinquent customers, obtain authorization to begin foreclosure actions, communicate with attorneys throughout the legal process, and handle sale of Bank owned properties
Supervised a staff of six. Department responsibilities included: editing new credit card applications, processing payments and credits, reversing payments when checks were returned, balancing salesdrafts and other internal accounts, and maintenance on accounts – i.e. plan changes, waiving interest, reapplying payments. Prepared monthly settlement for customers, corrected the out of balance statements.
Supervised staff of six. Department responsibilities included: processing customer requests for borrowings and payments to their loan account, book new loans and process renewals for direct commercial loans, and reviewing collateral for large dollar commitments. Established procedures for processing customer transactions in an efficient and timely manner. Strong M&I loan system knowledge used to solve problems by working with lenders and other institutions. Responsible for monitoring Bank’s legal lending limit and preparing reports for the Federal Reserve. Handled special projects for large dollar accounts.
Responsible for maintaining accuracy in department. Use M&I loan system including new floor plan processing and making general ledger entries as needed. Special projects as assigned, including reconciling complicated customer transactions. Handled special lender requests. Backup for all positions in the department while working 27 ½ hours per week.
Supervised staff of seven. Department responsible for accurately funding and paying inventory owned by 90 dealerships with over $200,000,000 outstanding. Responsible for the proper funding, billing and lien perfection monitoring for dealer lease customers that are on account billing.
On call as a substitute teacher in elementary, middle and high school, with many special education placements. Also taught summer school enrichment classes in 2001 & 2002, responsibilities included preparing lesson plans.
Supported Premier software for 200 financial institutions via telephone and onsite visits.
• Served as first line of client contact for support questions, resolving 85% on first call.
• Assisted team members with researching client issues, resulting in achieving 1-3 day case resolution of 75%.
• Conducted training sessions in classroom and web session, creating educational materials for client distribution.
• Tested software prior to implementation and training internal staff by developing testing plan and assisting Associates in researching testing issues.
• Prepared client communications for disseminating system alerts and enhancements
Combined 2 teams, new group of 14 supported 500 Fiserv Premier Service bureau clients.
• Reduced outstanding cases 47% in 3 months by establishing case closing procedures and providing team resources.
• Combined team, ensuring personnel worked cohesively supporting all clients.
• Assured team met goals for call answer rate and case closing, utilizing policy implementation and training.
• Analyzed historical data for development of focused staffing evaluation.
• Provided coaching and mentoring to team, resolving client inquiries and keeping cases to manageable level.
• Trained internal resources, utilizing Premier Navigator functionality and allowing associate to research Client issues quickly.
• Involved in release management, including reviewing client communications, ensuring release was tested, completed in timely manner, and client communications contained educational content.
