Experience

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  Pacific Service Credit Union

  • United States

  • Consumer Lending Manager

    • Nov 2022 - Mar 2023
    • United States

    Supported the Vice President, Lending Operations in organizing, coordinating, planning, and supervising daily consumer loan operations. Facilitated new staff hiring and training to ensure a thorough comprehension of role responsibilities and company policies. Delivered continuous improvements across the Center through collaborations with the team and other departments. ● Spearheaded the consumer loan team to surpass loan production growth goals while maintaining acceptable service level agreements and tracking/reporting of department production. ● Increased collaboration between employees and leadership.● Decreased number of calls incorrectly received by the consumer lending department leading to improved availability for loan application processing through the updating of the phone system option.

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  Chevron Federal Credit Union

  • United States
  • Financial Services
  • 300 - 400 Employee

  • AVP, Consumer Lending Direct

    • Jan 2021 - Nov 2022

    Oversaw performance of direct report staff and operations to ensure loan decisions are consistent, production goals are met, the delivery of quality customer service, and adherence with applicable lending laws and Credit Union’s policies and guidelines. Developed/revised job descriptions and departmental procedures. Hired and trained new employees to ensure consistency and continuous improvements implementation. ● Grew customer satisfaction through the introduction of new Lending Specialists roles/job descriptions.● Improved collaboration between employees, management, and other departments.● Increased member satisfaction by updating phone queue availability to decrease the number of abandoned calls.● Enhanced communication and staff engagement through strategic guidance on using the employee handbook, policies, and guidelines. ● Improved operations by drafting/implementing department procedures, job descriptions, job aids, and procedures.

  • Consumer Lending Manager

    • Nov 2017 - Feb 2021

    My responsibilities are to manage and support the Loan Officers and Loan Processors daily workflow to ensure the loan applications are processed correctly and efficiently while adhering to regulations, lending policies and guidelines; ensuring my team delivers quality member service on a daily basis and meeting service level agreements; providing support to AVP of Consumer Lending in various areas including consumer lending initiatives; training and coaching of employees; processing reports and conducting loan audits.

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  San Francisco Federal Credit Union

  • United States
  • Financial Services
  • 100 - 200 Employee

  • Consumer Loan Underwriting Supervisor

    • Jan 2017 - Oct 2017

    Led and supervised Underwriting staff to confirm the use of good judgement/decision-making skills, confidentiality, and strong work ethics when decisioning consumer loan applications. Ensured the delivery of quality member service daily. Delivered training and coaching to staff and leadership meetings to ensure up-to-date information about new guidelines/regulations. Wrote procedures and generated/processed reports. ● Received two promotions during tenure, promoted to Senior Consumer Loan Underwriter in 2016 and to Consumer Loan Underwriting Supervisor in 2017.

  • Senior Consumer Loan Underwriter

    • Aug 2016 - Dec 2016

    Responsible for reviewing and underwriting consumer loan applications utilizing independent decision-making skills, judgment and strong work ethics; Ensure loan decisions are consistent while adhering to all applicable lending laws, specifically Regulation Z and Regulation B; and the Credit Union’s policies and guidelines. Provide leadership and guidance to the Consumer Loan Underwriters; Assist Management with training new and existing employees; work closely with the Dealer Relationship Developer, Loan Consultant, Loan Processors and other departments to provide high service levels to our internal and external members. Take initiative in process and procedures improvements; Provide support to team members and other duties as assigned.

  • Consumer Loan Underwriter

    • Aug 2013 - Jul 2016

    Provide "Uncommonly Good" service to San Francisco and San Mateo communities by processing consumer loan applications, overseeing financial analysis and risk assessments, verifying applicant income and assets, determining credit worthiness, identifying underwriting or other data discrepancies, collecting essential supporting loan documentation, conducting loan interviews, educating members regarding credit reports, approving or denying applications, effectively communicating with members about decisions, providing professional and courteous customer service, cross-selling products and services, quoting rates and terms, and handling inquiries from members.

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  Chevron Federal Credit Union

  • Senior Consumer Loan Officer

    • Aug 2004 - Aug 2013

    Provide excellent loan evaluation and processing support for a highly respected, not-for-profit financial institution. Play a key role in company success by expertly processing consumer loan applications, overseeing financial analysis and risk assessments, verifying applicant income and assets, determining credit worthiness, identifying underwriting or other data discrepancies, collecting essential supporting loan documentation, conducting loan interviews, educating members regarding credit reports, approving or denying applications, effectively communicating with members about decisions, providing professional and courteous customer service, cross-selling products and services, quoting rates and terms, and handling inquiries from members. Increased member satisfaction by establishing realistic loan servicing deadlines and streamlining phone system for more efficient customer service. Consistently passed internal and external audits as a result of ensuring complete compliance with all loan approvals and denials.

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  First Metropolitan Credit Union

  • Loan Officer II

    • 2002 - 2004

    Oversaw the entire loan evaluation and process for community credit union members. Supported overall operations by skillfully reviewing and processing consumer loan applications including auto, personal, and credit card loans, examining Real Estate applications and providing recommendations to management, communicating clearly with members through phone conversations, documenting transactions and communication, and presenting issues and resolutions to management. Exceeded expectations by expertly noticing and identifying potential fraud and presenting findings to management.

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  Operating Engineers Federal Credit Union

  • Loan Officer II

    • 2001 - 2002

    Responsible for reviewing members' credit worthiness and making sound decisions based on Credit Union policies and procedures in line with Regulation B and Z.

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  Charles Schwab & Co

  • Senior Customer Service Specialist

    • 2000 - 2001

    Responsible for maintaining quality customer service, building customer loyalty; Provide friendly and professional solutions to clients' inquiries via phone; Assist management with ongoing training of co-workers to minimize errors.

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  Wells Fargo Bank

  • Consumer Underwriter II

    • 1991 - 2000

    Responsible for reviewing, documenting, and approving/rejecting consumer auto lease applications. Utilize independent decision- making skills. Held various positions with Wells Fargo