CRYSTAL HENDERSON

Disbursement Processing | Account Maintenance | Research | Quality Assurance

• Reviewed 200+ customer payoffs daily to verify, validate and process eligible refunds.
• Maintained and updated refund tracking logs to provide account-level support to Customer Service and Accounting teams.
• Researched, identified, and resolved discrepancies discovered during daily cash reconciliations.
• Retrieved and compiled loan activity documentation support for state audits, internal reporting and business requests.
• Identified process inefficiencies and implemented improvements to enhance refund and disbursement processes.
• Mentored and developed team members, fostering a culture of continuous improvement and accountability.
• Demonstrated strong knowledge of lending documentation, internal loan processes, and applicable government regulations.
• Managed relationships with external vendors ensuring timely payments and accurate recording of expenses.
• Enhanced financial accuracy by implementing streamlined accounting processes and procedures to reduce errors.

Loan Processing | Payment Processing | Account Maintenance | Research | Quality Assurance

• Managed multiple units within the BPO organization including staffing, scheduling, performance management, annual reviews and development.
• Lead and developed on and offshore staff in the United States, India, and the Philippines.
• Responsible for daily workflow monitoring within each department to ensure operating schedules are met.
• Initiated, developed, and implemented multiple cross-functional process improvement projects for automation to develop solutions to address each department’s distinctive challenges.
• Extensive understanding and knowledge of lending documentation, governmental regulations and requirements, and internal loan processes.
• Supervised daily operations, ensuring adherence to quality standards and operational protocols.