Devita Cole

• Lead operational oversight of loan servicing functions including collateral tracking, vehicle titles, mortgage escrow analysis, and servicing corrections.
• Coordinate cross‑department lending operations ensuring compliance with credit union policies and regulatory requirements.
• Serve as an operational partner to executive leadership by preparing board reports, governance documentation, and policy updates.
• Guide staff onboarding and operational training to maintain consistent service standards across departments.
• Participate in organizational transition initiatives including system updates, workflow improvements, and operational alignment.
• Oversee vendor coordination related to member communications, statement processing, and marketing initiatives.
• Strengthen employee engagement through internal communication, staff events, and community outreach initiatives.
• Improved loan servicing workflows and documentation processes supporting organizational growth.
• Served on internal teams guiding operational transition during credit union merger and system updates.
• Recognized for collaborative leadership and ability to manage multiple operational responsibilities simultaneously.

• Provided mortgage servicing expertise by resolving complex member inquiries related to escrow accounts, payments, and refinancing options while maintaining high service and performance standards.

• Managed complex claims investigations and prepared detailed estimates using Xactimate while ensuring excellent customer service and regulatory compliance.

• Supported mortgage lending operations including rate pricing, exception processing, and compliance reviews.

• Handled high‑volume inbound calls while providing professional guidance during the initial claims process.

• Supervised loan support operations including document management, title liens, loan corrections, and regulatory compliance.

Managed credit union back office operations, including drafting procedures and training staff.
Completed Symitar Proweron report programming training to enhance operational capabilities.
Executed end-of-day core system settlements, load patches, and updates efficiently.
Processed ACH and wire transfers, share drafts, and debit card transactions accurately.
Conducted OFAC database comparisons and managed IRS file transfers and credit reporting.
Generated account statements and tax forms alongside other operational functions.
Updated credit union website content and addressed online banking inquiries promptly.
Provided backup support for teller line as required.