Experience

Clearpoint.org

• United States
• Financial Services
• 1 - 100 Employee

• Financial Specialist / Counselor

  • Jun 2004 - Present

  Leverage financial expertise to provide financial services and manage portfolio of 335+ clients who were facing serious financial hardship. Create comprehensive action plans and budgets to resolve financial difficulties and help clients achieve personal goals, such as paying unsecured debt. Consistently achieved 100% customer satisfaction. Closely collaborated with senior management, counselors, and operations staff to drive improvements in counseling practice and income. Initiatives and strategies enabled customer service staff to achieve 85% first call resolution rate and provide faster response time while increasing customer satisfaction. Provided financial counseling and expertise to hundreds of clients on key areas, such as bankruptcy, pre-purchase, delinquent housing, budgeting, money management, and mortgages. Provided training and support for bankruptcy pre- and post-filing. Evaluated financial situation to determine client eligibility for various programs. Conducted numerous seminars, presentations, and workshops on various financial topics. Instructed central region counselors on statute of limitations. Successfully improved counseling conversion rates from 24% to 31%--outperformed corporate standards and generated additional client income. Achieved 97.5% counseling QA score; 0% oversights on 2010 file audits; counseling versus average 109% (2010). “Exceeds Expectations,” Performance Review 2010. Led region for new account activations (March 2010). Fostered PR goals through numerous initiatives, such as print and TV interviews. Show less



First Financial Federal Credit Union

• Hazelwood, Missouri

• Personal Banker

  • May 2003 - May 2004

  Championed marketing and aggressive growth of financial, investment, and banking products, such as IRAs, loans, and deposit and insurance products to 23,000+ members. Accountable for analyzing credit applications and overall screening and processing of applications. Consistently outperformed targets and expectations. Produced over $200,000 in consumer loans every month (over $2.4 million annually). Served on committee to help labor union and management negotiate new contract. Championed marketing and aggressive growth of financial, investment, and banking products, such as IRAs, loans, and deposit and insurance products to 23,000+ members. Accountable for analyzing credit applications and overall screening and processing of applications. Consistently outperformed targets and expectations. Produced over $200,000 in consumer loans every month (over $2.4 million annually). Served on committee to help labor union and management negotiate new contract.



Regions Bank

• United States
• Banking
• 700 & Above Employee

• Financial Services Representative

  • Jun 1998 - Feb 2003

  Accountable for providing wide range of financial services, such as opening new accounts, processing applications, prescreening for home equity and line of credit. Product portfolio also included mutual funds and variable and fixed annuities. Achieved $1 million in new loan production (Fall 2002); branch met 100% of targets for 2002. Served as acting assistant manager responsible for supervising staff and managing approximately $200,000 (daily) in cash; opened/closed branch and resolved customer problems. Show less