Colleen Sunderland
Pleasant Prairie,Wisconsin
Summary
Self-motivated and dependable capable of achieving high performance. Dedicated Customer Service Representative offering excellent communication, listening and problem-solving skills. Able to drive positive member experiences by promoting member-centric behaviors and actions, evaluating member needs and implementing product and service solutions to enhance member loyalty.
Overview
23
23
years of professional experience
Work History
Senior Universal Banker
Summit Credit Union
11.2022 - Current
- Open new accounts (checking, savings, certificates, trust, estate, custodial, IRA) and all account maintenance.
- Process loan applications (personal, auto, home equity fixed and home equity line of credit). Close loans in person and via docu-sign.
- Cross sell credit cards, loans and additional savings products.
- Refer members to other departments for specialized service.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Discussed financial options with members and provided informed suggestions.
- Outbound calls to follow up current members and leads.
- Contact Center calls and secured messaging to assist members with all questions and offer solutions to best fit their needs.
- Assist members with deposits, withdraws and loan payments, teller transactions.
- Mentor/train new staff and current staff to maximize performance, efficiency and compliance.
- Executed wire transfers, stop payments and account transfers.
- Educated customers on online banking and mobile banking applications.
- Branch audits to make sure the brach is in compliance.
- Responsible to open and close branch
- Assist in Contact Center
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
Loan Officer Member Service Representative
Southern Lakes Credit Union
03.2022 - 11.2022
- Open accounts (savings and checking), update account information to maintain member records.
- Work negative account reports.
- Process and complete loans (auto, personal and home equity line of credit)
- Responded to member requests, offering excellent support and tailored recommendations to address needs.
- Responded to members in person, via phone and emails to answer questions about products and services.
- Offered advice and assistance to members, paying attention to special needs or wants.
- Resolved concerns with products or services to help with retention and drive sales.
Billing Assistant
Zeigler Honda
09.2021 - 03.2022
- Collected data to complete detailed financial reports for stakeholders and management.
- Executed billing tasks and recorded information in company databases.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
Senior Loan Officer
Great Lakes Credit Union
12.2019 - 09.2021
- Educated members on variety of loan products and available credit options to promote valuable decision-making.
- Analyzed members financial status, credit and property evaluation to determine feasibility of granting loan.
- Improved member satisfaction by finding creative solutions to problems.
- Answer calls to answer member questions, process and close loans.
- Provided excellent service and attention to members through phone conversations or email.
- Discuss loan needs and financial histories with members and conveyed information regarding application processes.
- Process auto (new and used), personal, home equity (line and fixed) loans and credit cards
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Submitted loan applications to underwriter for verification and recommendations.
Member Service Representative 4
Trustone Financial Federal Credit Union
01.2018 - 11.2019
- Responded promptly to general inquiries from members and staff in person, phone, via mail, e-mail and fax
- Offered exceptional customer service to differentiate and promote the company brand
- Expressed appreciation for patronage, inviting and encouraging customer return visits
- Completed diverse tasks on daily basis to serve member needs, including processing loans of all types
- Informed members about promotions in a friendly and engaging manner in person, phone and via email
- Sought opportunities to up-sell and add-on additional credit union products to benefit members and company
- Open new accounts, process loans to best fit members needs all the while keeping monthly credit union goals
- Effectively handling members transactions solve member issues and concerns by providing first class service
Loan Enhancement Director
Educators Credit Union
04.2001 - 11.2017
- Achieved loan growth for credit union by following company directives
Provide team with guidance/direction in delivering excellent member service - Prioritize, delegate, assign daily projects to team
Train/mentor/develop new and current staff lending how to look at credit reports to find additional opportunities - Test in Velocity loan system to ensure accuracy and documents are compliant Stay up to date on loan policy's to support staff with questions to stay in compliance
- Process, underwrite, decision and complete all types of loans (personal, auto, share secured, credit rebuilder, RRL, credit cards, fixed home equity, home equity line of credits, in-house mortgages
- Help develop new products/services to best fit members needs
- Participated in credit scoring module for reward based pricing program cross sell while effectively handling members transactions
solve member issues and concerns by providing first class service
Education
High School Diploma -
Reuther High School
Kenosha WI1984
Skills
- Excel in customer/member service
- Skilled communicator
- Strong belief in maintaining the highest degree of integrity and honesty in relationships with people
- High energy, initiative, focused comprehends new concepts quickly
- Flexible and adaptable to different situations
- Time management skills
- Application preparation
- Customer service-focused
Accomplishments
- 2023 listed on the Presidential Counsel (elite group for achievement) for opening the second highest number of checking accounts, third highest number of share deposits and third highest in out bound calls in the credit union.
- 2024 Highest in the credit union for new deposits, year to date 59 totaling $3,558,956.00
- Repeatedly commended by superiors and members for excellent customer service
- Completed CUNA Star and Merit program
Timeline
Senior Universal Banker
Summit Credit Union
11.2022 - Current
Loan Officer Member Service Representative
Southern Lakes Credit Union
03.2022 - 11.2022
Billing Assistant
Zeigler Honda
09.2021 - 03.2022
Senior Loan Officer
Great Lakes Credit Union
12.2019 - 09.2021
Member Service Representative 4
Trustone Financial Federal Credit Union
01.2018 - 11.2019
Loan Enhancement Director
Educators Credit Union
04.2001 - 11.2017
High School Diploma -
Reuther High School
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