Andrea Wilk
Battle Creek,MI
Summary
Experienced worker with a skill for fostering positive relationships and effectively resolving concerns. Implements engagement strategies to enhance loyalty and satisfaction. Demonstrates a strong knowledge of communication and conflict resolution techniques. Proficient at building rapport with diverse individuals and adeptly addressing their needs.
Overview
17
17
years of professional experience
Work History
Member Relations Specialist
CASE Credit Union
08.2022 - Current
- Strengthened relationships with members by initiating regular follow-ups and offering personalized support.
- Recognized as a subject matter expert within the department, serving as an invaluable resource for colleagues seeking guidance on complex issues.
- Open and maintained new accounts.
- Assist current and new members with loan applications, for all consumer loan types.
- Enhanced member satisfaction by addressing and resolving concerns in a timely and professional manner.
- Boosted member retention rates by providing exceptional customer service, tailored to individual needs.
Senior Mortgage Closing Specialist
Keller Mortgage
09.2020 - 05.2022
- Process Mortgage Loan Applications that have been cleared-to-close by Underwriting. (Conventional, FHA, and VA)
- Work with title companies and attorneys to perfect and solidify closing figures.
- Prepare and Review Mortgage Closing Documents.
- Review completed closing packages for Quality Control purposes.
Mortgage Post Closer
Kellogg Community Credit Union
09.2016 - 09.2020
- Process Mortgage Loan Applications that have been cleared-to-close by Underwriting.
- Work with title companies to perfect and solidify closing figures.
- Prepare and Review Mortgage Closing Documents.
- Fund new Mortgage Loans for both new purchases and refinances.
- Review completed closing packages for Quality Control purposes.
- Oversee the sale and delivery of mortgage loans to Fannie Mae.
- Pay bi-annual property taxes for all mortgages with escrow.
- Oversee Annual Escrow Analysis, including follow-up with members.
- Provide both internal and external support for questions related to existing mortgages and/or escrow accounts.
- Oversee construction loans/communicate with title companies and builders to process and disburse construction draws.
Member Service Representative
Kellogg Community Credit Union
09.2014 - 09.2016
- Begin and process consumer loan applications.
- Communicate with the Credit Union Loan Review Committee on approvals and denials for loan applications and account openings.
- Interview and open new share accounts.
- Open and Service Certificates of Deposit.
- Provide troubleshooting assistance for Online Banking Services.
- Customer Service.
Teller
Kellogg Community Credit Union
02.2011 - 09.2014
- Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
- Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
- Enter customers' transactions into computers to record transactions and issue computer-generated receipts.
- Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines.
- Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
- Identify transaction mistakes when debits and credits do not balance.
- Resolve problems or discrepancies concerning customers' accounts.
- Receive mortgage and loan payments, verifying payment dates and amounts due.
Receptionist
Hubbard Supply Company
07.2010 - 11.2010
- Operate telephone switchboard to answer, screen and forward calls, providing information, taking messages and scheduling appointments.
- Perform administrative support tasks such as proofreading, transcribing handwritten information, and operating calculators or computers to work with pay records, invoices, balance sheets and other documents.
- Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
- Hear and resolve complaints from customers and public.
- File and maintain records.
- Take orders for merchandise or materials and send them to the proper departments to be filled.
Front Desk Student Assistant
Willard Public Library
08.2008 - 08.2009
- Check books in and out of the library.
- Analyze patrons' requests to determine needed information, and assist in furnishing or locating that information.
- Search standard reference materials, including online sources and the Internet, to answer patrons' reference questions.
- Explain use of library facilities, resources, equipment, and services, and provide information about library policies.
- Respond to customer complaints, taking action as necessary.
Education
Associate of Arts - Arts
Kellogg Community College
05.2013
Skills
- Customer Service and Support
- Microsoft Outlook
- Financial Services
- Service Recommendations
- Member Account Management
- Teamwork and Collaboration
- Problem-Solving Skills
- Time Management
Timeline
Member Relations Specialist
CASE Credit Union
08.2022 - Current
Senior Mortgage Closing Specialist
Keller Mortgage
09.2020 - 05.2022
Mortgage Post Closer
Kellogg Community Credit Union
09.2016 - 09.2020
Member Service Representative
Kellogg Community Credit Union
09.2014 - 09.2016
Teller
Kellogg Community Credit Union
02.2011 - 09.2014
Receptionist
Hubbard Supply Company
07.2010 - 11.2010
Front Desk Student Assistant
Willard Public Library
08.2008 - 08.2009
Associate of Arts - Arts
Kellogg Community College
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