ELIZABETH GOUDEGLA

Denied some loans that came in without the TRID requirements.

Worked on adverse action loans.

Helped the borrower with explaining loan conditions sent by the underwriter.

Helped borrowers to lock rates, talk about rates.

I performed the duties of a mortgage specialist.

I talked about the applications with borrowers.

Verified borrower if there is a fraud alert on the file.

• Coordinated with various departments to streamline operations and enhance workflow.
• Identified operational and performance issues and worked with managers to resolve concerns.
• Provided training and guidance to staff on operational procedures, policies, and regulations.
• Coordinated resources and personnel to complete projects on time and within budget constraints.
• Enhanced customer satisfaction by improving operational efficiency and response times.
• Maintained positive working relationship with fellow staff and management.
• Supported project management activities from planning through execution.
• Facilitated training sessions for new employees on operational procedures and systems.
• Identified needs of customers promptly and efficiently.
• Ensured compliance with regulatory requirements and industry standards.
• Implemented strategies to take advantage of new opportunities.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
• Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
• Maintained updated knowledge through continuing education and advanced training.
• Worked with cross-functional teams to achieve goals.
• Completed day-to-day duties accurately and efficiently.

• Reviewed loan files to ensure accuracy and completeness.
• Ensured accuracy of information by processing loans in the system efficiently.
• Streamlined collaboration with appraisers, processors, underwriters, and vendors to expedite loan processing.
• Maintained compliance with RESPA, TILA, and Dodd-Frank regulations during loan processing.
• Streamlined resolution of conflicts for efficient loan handling.
• The ability to accurately review and verify complex loan documents.
• Maintained compliance with all regulatory requirements.

Applied knowledge of legal standards in lending practices.

• Participated in team meetings to discuss customer service strategies and goals.
• Updated databases with new and modified customer data.
• Identified opportunities for cross-selling additional products or services based on member needs.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
• Verified identity information on new accounts using established procedures.
• Leveraged software and systems to research and resolve member inquiries.
• Promoted available products and services to customers during service, account management and check or debit order calls.
• Ensured compliance with applicable laws and regulations related to banking operations.
• Responded promptly to emails from members seeking assistance.
• Prevented key account losses by researching discrepancies and correcting problems.
• Delivered quality service by assessing, advising and assisting credit union members.
• Processed cash and check deposits every day.
• Audited customer account information to identify issues and develop solutions.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Answered member questions about products and services.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Processed loan applications and documented loan decisions according to policy requirements.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Mentored junior team members and managed employee relationships.
• Presented and explained services and products to meet member needs.
• Attended training sessions regularly to stay abreast of changes in company policies or procedures.
• Updated system with order specifics and customer details, preferences, and billing information.
• Assisted with the opening of new accounts and processed account maintenance requests.
• Assisted colleagues with tasks as needed during peak times of activity.
• Recognized by management for providing exceptional customer service.
• Collaborated closely with team members to achieve project objectives and meet deadlines.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

• Balanced cash drawers on a daily basis.
• Answered customer inquiries regarding bank products and services.
• Provided exceptional customer service while accurately processing routine transactions.
• Followed up on requests from customers in a timely manner.
• Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
• Maintained accurate records of all transactions for compliance purposes.
• Entered customer transactions into computers to record transactions and issue computer-generated receipts.
• Balanced daily cash deposits and vault inventory with zero error rate.
• Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
• Maintained confidentiality of all customer records and information according to company policies.
• Adhered to financial services security and audit procedures.
• Researched discrepancies between actual cash amounts and records of transactions for accuracy.
• Prepared official checks for customer and internal bank needs.
• Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
• Met and exceeded sales goals by promoting bank products and services in customer interactions.
• Reported any operational issues or system problems that occurred during shift promptly.
• Received and counted daily inventories of cash, drafts and checks.
• Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
• Trained employees on cash drawer operation.
• Resolved customer complaints quickly and efficiently in order to maintain positive relationships with clients.
• Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
• Adhered strictly to all security procedures related to handling money at the teller window.
• Handled large volumes of currency quickly and accurately with minimal errors.
• Delivered exceptional service to customers in person or over telephone.
• Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
• Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
• Explained the features of various banking products available to customers.
• Processed wire transfers for customers both domestically and internationally.
• Maintained accurate records of all transactions and customer interactions.
• Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
• Continuously updated knowledge about banking products, services, policies and regulations.
• Identified opportunities to refer customers to other areas of the bank for additional services.
• Explained account information to customers in detail as needed.
• Maintained confidentiality of bank records and client information.
• Verified customers' identification to ensure compliance with laws and regulations.
• Identified transaction errors when debits and credits did not balance.
• Performed daily reconciliation of teller drawer within established limits.
• Ordered checks, placed stop payment orders and conducted additional special services for customers.
• Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
• Performed special services for customers, ordering bank cards and checks.
• Received mortgage and other loan payments, verifying payment dates and amounts due.

• Train and supervise 15 or more customer service representatives and cashiers.
• Foster an environment in which shoppers enjoy high levels of service, and employees are motivated to deliver top performance.
• Manage front-end operations to ensure friendly, efficient transactions at checkout.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Reviewed accounts for payments received or approved credit arrangements.
• Evaluated and authenticated returns, exchanges and voids.
• Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
• Managed opening and closing procedures by reconciling sales records and cash transactions with software data.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
• Delegated work to staff, setting priorities and goals.
• Resolved customer problems by investigating issues, answering questions and building rapport.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Created reports based on customer inquiries, orders, complaints.
• Assisted customers with product selection, ordering, and returns.
• Delegated work tasks to employees based on shift requirements, individual strengths, and unique training.
• Monitored cash drawers in checkouts to verify adequate cash supply.
• Trained new employees to meet job requirements.
• Handled payment processing and provided customers with receipts and proper bills and change.
• Ensured compliance with all applicable laws related to customer service operations.
• Provided customer service to customers in person, via phone and email.
• Mediated conflicts between employees and facilitated effective resolutions to disputes.
• Identified needs of customers promptly and efficiently.

• Performed other duties as assigned by management.
• Processed customer payments quickly and returned exact change and receipts.
• Processed returns and exchanges of merchandise in accordance with store policies.
• Preserved appearance of store by arranging and replenishing displays and merchandise racks.
• Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
• Welcomed customers, offering assistance to help find store items.
• Collected payments and provided accurate change.
• Delivered high level of customer service to patrons using active listening and engagement skills.
• Built and maintained productive relationships with employees.
• Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
• Greeted customers promptly and responded to questions.
• Issued receipts, refunds, credits or change due to customers.
• Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
• Operated cash register or POS system to receive payment by cash, check and credit card.
• Stocked shelves with merchandise when needed.
• Balanced daily transactions on a computerized point-of-sale system.
• Scanned items and checked pricing on cash register for accuracy.
• Scanned merchandise using point-of-sale system for accurate purchase totals.
• Maintained current knowledge of store promotions to highlight sales to customers.
• Resolved customer complaints professionally in accordance with company policy.
• Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Followed company security procedures for handling large sums of money.
• Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
• Learned roles of other departments to provide coverage and keep store operational.
• Conducted price checks for special orders or discounts as requested by customers.
• Completed day-to-day duties accurately and efficiently.
• Recognized by management for providing exceptional customer service.
• Maintained updated knowledge through continuing education and advanced training.

• Updated pricing information and placed sale tags on designated items.
• Performed opening and closing procedures including counting cash drawers and preparing deposits.
• Followed instructions to properly arrange merchandise items.
• Assisted customers with locating items and providing recommendations based on preferences.
• Processed customer orders and payments with POS system or cash register.
• Scanned items and checked pricing on cash register for accuracy.
• Escorted customers to appropriate aisles or shelves to assist with purchasing decisions.
• Conducted price verification .
• Identified and quickly handled spill clean-up.
• Ensured proper use of coupons during checkout process.
• Operated cash registers, scanners and computers to itemize and total customer purchases.
• Welcomed customers, offering assistance to help find store items.
• Bagged groceries for customers after they have paid for their purchases.
• Conducted regular cleaning tasks, including sweeping, mopping, and dusting.
• Provided accurate change when applicable.
• Operated a variety of equipment such as scanners, scales and wrappers.
• Offered customers carry-out service at completion of transaction.
• Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
• Performed other duties as assigned by management.
• Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
• Built and maintained productive relationships with employees.
• Organized checkout lanes to ensure efficient customer flow.
• Reviewed tags on product shelves and made requested pricing changes.