Dena Westling
Commerce City,CO
Summary
16+ years of credit union experience, including contact center management, training, and collections. The ability to provide excellent member service with compassion while offering solutions.
Overview
16
16
years of professional experience
Work History
Member Solutions Consultant
Premier Members Credit Union
05.2022 - Current
- Manage inbound and outbound collection calls, process payments and establish arrangements.
- Perform skip tracing, utilizing skip tracing tools such as TLO and DRN.
- Submit vehicles for repossession through third party agencies and monitor to ensure agencies are actively searching for vehicles.
- Follow up on insurance and gap claims to ensure payout is received.
- Process newly filed bankruptcies, ensure proof of claims are filed timely, manage bankruptcy queues for confirmed plans, relief from stay, discharge, and termination.
Contact Center Specialist
Premier Members Credit Union
07.2020 - 05.2022
- Responsible for handling and resolving a variety of member service calls including loan questions, payments, interest rates, automatic transfers, and investment certificates.
- Cross sell credit union products and services.
- Assist with new employee training.
- Handle and resolve escalated calls with follow up as needed.
- Perform wire transfer requests, ensure integrity of wire details to prevent fraud.
Contact Center Supervisor
Westerra Credit Union
10.2017 - 06.2020
- Lead a team ranging in size from 8 to 15 employees, provided employees with solutions and technical support.
- Served as an escalation point for staff and members; provided assistance and training as needed.
- Performed systems overrides, service quality and audits, and adherence to policies and procedures.
- Supervise departments hiring, onboarding process and scheduling. Communicate performance standards and accountability expectations for both consumer and business banking members.
Financial Services Representative II
Westerra Credit Union
04.2008 - 10.2017
- Manage inbound member calls providing one call resolution.
- Offer product and service recommendations.
- Digital eService technology support through emails, secure message, and chat.
- Responsible for training contact center employees.
- Handle and resolve member escalations.
Education
Associate of Applied Science - Business Administration
Red Rocks Community College
Skills
- Build Member Relationships
- Teamwork
- Problem Solving
- Strong Customer Service
- Detail Oriented
- Organized
Timeline
Member Solutions Consultant
Premier Members Credit Union
05.2022 - Current
Contact Center Specialist
Premier Members Credit Union
07.2020 - 05.2022
Contact Center Supervisor
Westerra Credit Union
10.2017 - 06.2020
Financial Services Representative II
Westerra Credit Union
04.2008 - 10.2017
Associate of Applied Science - Business Administration
Red Rocks Community College
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