Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
BusinessAnalyst

Donna Bell

Lexington,SC

Summary

Resourceful Lending Manager known for high productivity and efficient task completion. Skilled in risk assessment, regulatory compliance, and loan portfolio management. Excel at communication, problem-solving, and negotiation to achieve optimal outcomes. Committed to fostering team collaboration while driving growth and operational excellence.

Overview

31
31
years of professional experience
1
1
Certification

Work History

AutoDirect Manager

AllSouth Federal Credit Union
Columbia, SC
09.1998 - 09.2024
  • Reviewed and analyzed credit applications to determine eligibility for loan approval.
  • Provided guidance and assistance with the completion of loan documents in accordance with applicable regulations.
  • Conducted credit investigations to assess customer financial condition, collateral value and payment history.
  • Negotiated terms and conditions of loans in order to maximize profitability while minimizing risk exposure.
  • Managed a team of loan officers responsible for originating, underwriting and processing new loans.
  • Prepared detailed reports outlining current portfolio performance and recommended changes or adjustments as needed.
  • Advised senior management on current industry regulations related to consumer lending practices.
  • Ensured all documentation is accurate and complete prior to funding any loans.
  • Identified areas where improvements can be made in the loan application process in order to increase efficiency.
  • Tracked daily volume of applications received versus approved and denied in order to measure overall effectiveness of department operations.
  • Attended networking events to promote company's services within the local community.
  • Conducted employee one-on-one meetings to evaluate performance, resolve issues and provide job coaching.
  • Coached new employees to inform of company processes, procedures and deadlines.
  • Reviewed tax returns and financial statements to finish underwriting process.
  • Developed key relationships with automotive dealerships by making calls and negotiating deals.
  • Recruited, interviewed and hired new workers offering valuable expertise and skills to lending department.
  • Provided recommendations after completing loan analysis for prospects.
  • Reviewed loan documents for accuracy and completeness to ensure collateral is properly secured.
  • Investigated legal issues related to collateral ownership, liens and other security interests.
  • Prepared reports on lien releases and recorded documents in county recorder offices as needed.
  • Assisted in developing policies and procedures relating to loan documentation requirements and collateral management practices.
  • Ensured all regulatory requirements were met when handling collateral transactions.
  • Participated in meetings with senior management personnel providing advice on complex lending transactions involving multiple types of collaterals.

Member Service Representative

Northeast Credit Union
Portsmouth, New Hampshire
08.1993 - 07.1998
  • Greeted customers in a friendly and professional manner.
  • Provided support to members regarding account inquiries, processing transactions, and resolving issues.
  • Assisted with the opening of new accounts and processed account maintenance requests.
  • Answered incoming calls regarding membership benefits and services.
  • Handled customer complaints in an efficient and courteous manner.
  • Adhered to all applicable policies, procedures, regulations, and laws.
  • Performed cash handling duties such as deposits and withdrawals for members' accounts.
  • Maintained accurate records of member interactions and transactions.
  • Processed loan applications and documented loan decisions according to policy requirements.
  • Verified identity information on new accounts using established procedures.
  • Provided guidance to members on how best to use products or services offered by the organization.
  • Monitored compliance with organizational security protocols when interacting with members.
  • Identified opportunities for cross-selling additional products or services based on member needs.
  • Responded promptly to emails from members seeking assistance.
  • Researched complex issues related to accounts or services provided by the organization.
  • Followed up with customers after their interaction with the organization's services.
  • Attended training sessions regularly to stay abreast of changes in company policies or procedures.
  • Assisted colleagues with tasks as needed during peak times of activity.
  • Participated in team meetings to discuss customer service strategies and goals.
  • Provided input into developing new processes for improving customer service standards.
  • Answered member questions about products and services.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Presented and explained services and products to meet member needs.
  • Consulted with customers regarding needs and addressed concerns.
  • Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
  • Reviewed new account applications to verify eligibility of prospective members.
  • Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
  • Leveraged software and systems to research and resolve member inquiries.
  • Delivered quality service by assessing, advising and assisting credit union members.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Updated system with order specifics and customer details, preferences, and billing information.

Education

Academic Certificate - Certificate in Business in Supervision

Midlands Technical College
West Columbia, SC
11-2011

Certificate of Completion - Analyzing The Self-Employed Borrower

United Guaranty Res. Ins. Co.
Charlotte, NC
07-1999

Certificate - Member Services Track

NH Credit Union League And CUNA
New Hampshire
07-1995

Course Completion Card - Consumer Lending

American Institute of Banking
04-1995

Certificate of Achievement - Nursing Assistant

Midlands Technical College
West Columbia, SC
09-1991

Skills

  • Staff Management
  • Performance Evaluations
  • Schedule Preparation
  • Expense Tracking
  • Business Development
  • Operations Management
  • Staff Training and Development
  • Relationship building and management
  • Regulatory Compliance
  • Credit analysis
  • Underwriting expertise
  • Sales expertise
  • Cash Handling
  • Financial Assessment
  • Document analysis
  • Excellent time management
  • Financial Counseling
  • Client Relations
  • Mortgage lending
  • Steward of institutional regulatory compliance
  • Reliable
  • Documentation Review
  • MS Office guru
  • Customer service-focused
  • Banking
  • Excellent communicator
  • Interviewing skills
  • Contract negotiation skills
  • Networking
  • Organization
  • Recordkeeping
  • Title Research
  • Records evaluation
  • Title Examination
  • Loan Documentation
  • Attention to Detail
  • Multitasking
  • Accuracy and Precision

Certification

  • Notary

References

References available upon request.

Timeline

AutoDirect Manager

AllSouth Federal Credit Union
09.1998 - 09.2024

Member Service Representative

Northeast Credit Union
08.1993 - 07.1998

Academic Certificate - Certificate in Business in Supervision

Midlands Technical College

Certificate of Completion - Analyzing The Self-Employed Borrower

United Guaranty Res. Ins. Co.

Certificate - Member Services Track

NH Credit Union League And CUNA

Course Completion Card - Consumer Lending

American Institute of Banking

Certificate of Achievement - Nursing Assistant

Midlands Technical College

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Donna Bell