Christine Hardy

• Consults with members to obtain information and explain available financial services. Effectively listens for cues and reviews account data to determine the nature and extent of members’ needs, resolve problems, and suggest appropriate products and services.
• Provides routine information related to MSGCU services or policies, including eligibility for membership, types of accounts, insurance programs, loan policies, interest rates, current dividend rates, wire transfers, locations and office hours, and promotes virtual services channels.
• Performs a broad range of member service and teller functions including accurately processing savings, draft/checking, and certificate (CD) account transfers; assisting with setting up MSGCU’s automated services, processing address changes, check orders, and reorders; offering loan quotes, calculations, and rates; generating loan applications, entering application data with accompanying notes, and making loan payments.
• Input loan applications and determines if loans meet the criteria to process immediately. Accurately prepares and processes loan requests. Sets up closing date and provides instructions concerning documents needed to complete the closing process. Reviews applications and calls on loans not closed.
• Assists members with completing all arrangements and documents for automated services such as direct deposit, payroll deduction, automated teller machines (ATM), and audio response services. Assists with ordering Debit/Credit Cards and PIN numbers, audio access response PIN numbers, and Internet Banking.

Reviewed and evaluated loan applications and supporting documents for Conventional, VA, and FHA loans. Fixed/Restrctured problem loans. Followed/Applied guidelines for Conventional, VA, and FHA loans. Resolved document mistakes and discrepancies and identified signs of fraudulent activity. Completed FSO process, brought loans out of suspense, conditioned and cleared client documents. Inspected financial statements, credit information and title data to complete underwriting process. Analyzed loan-to-value ratios, debt to income ratios and credit scores to make underwriting decisions. Maintained compliance with company and regulatory policies. Worked Multi-Property loans and Self employed clients.

Consulted with customers to resolve service and billing issues. Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction. Recorded actions taken, resolved issues, and managed client accounts. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Evaluated client financial positions and identified most appropriate banking products. Worked with underwriters to fix application problems and resolve issues. Explained different types of loans pertaining to client situations. Compiled closing packages for drafting and presentation accuracy.

Monitored accounts for compliance with established payment plans and flagged non-compliances. Counseled debtors on payment options and arranged installment agreements. Researched accounts and completed due diligence to resolve collection problems. Used skip tracing and other techniques to locate debtors. Trained new team members on scripts, company services, and collection strategies. Maintained high volume of calls and met standards of busy and productive group.

Trained and mentored new employees on collection methods, documentation requirements and performance strategies. Supervised staff of collectors, monitoring phone calls and letters. Contacted customers to discuss late payments and options for remitting amounts due. Monitored payments due from clients and promptly contacted clients with past due payments.

Trained and mentored new employees on collection methods, documentation requirements and performance strategies. Supervised staff of collectors, monitoring phone calls and letters. Contacted customers to discuss late payments and options for remitting amounts due. Monitored payments due from clients and promptly contacted clients with past due payments. Contacted customers to collect outstanding payments via one-time or negotiated installment methods. Processed payments and applied to customer balances.

Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers. Processed payments and applied to customer balances. Researched accounts and completed due diligence to resolve collection problems. Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.