Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Erika Jenness

Colorado Springs,CO

Summary

Accomplished Lending Support Specialist and Supervisor with a proven track record at Ent Credit Union and TCF Bank, enhancing customer satisfaction and team efficiency. Skilled in documentation review and fostering positive client relationships, I excel in regulatory compliance and collaborative teamwork.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Lending Support Specialist

Ent Credit Union
08.2022 - Current


  • Delivered exceptional customer service, resulting in increased client satisfaction.
  • Boosted team morale, promoting camaraderie through open communication and collaboration.
  • Detailed quality control over 20% of new loan applications.
  • Account reviews to approve or deny storage waivers and consent forms to remove mortgage property out of country.
  • Working with multiple county to record and release deeds of trust and mailing out follow up within federal timelines.
  • Take incoming calls on average 50+ a day.
  • Respond timely to emails, online banking messages on 2 platforms and CRM.
  • Check posting for multiple departments from payoffs for auto, CRE-loans and non-CRE loans, to warranty and gap cancellations on average 40+ a day.


Member Service Representative

Ent Credit Union
10.2021 - 08.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.bank
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Verified customer identification and documentation for compliant transactions.
  • Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
  • Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
  • Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
  • Educated and engaged customers with new bank products and services.

Supervisor

TCF Bank
12.2019 - 10.2021
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Improved customer satisfaction by efficiently managing teller transactions and addressing customer inquiries.
  • Counted cash drawers and made bank deposits.
  • Managed risk effectively by monitoring teller activities, ensuring compliance with banking regulations and policies.
  • Promoted cross-selling efforts by educating staff on bank products and services, resulting in increased sales.

Education

High School Diploma -

St Mary's High School
Colorado Springs, CO
05-2013

Skills

  • Documentation review
  • Customer service-focused
  • Friendly
  • Team player
  • Cash handling
  • Loan servicing
  • Consumer lending
  • Document analysis

Certification

  • Notary Public License - CO Secretary of State or Equivalent Authority.

Timeline

Lending Support Specialist

Ent Credit Union
08.2022 - Current

Member Service Representative

Ent Credit Union
10.2021 - 08.2022

Supervisor

TCF Bank
12.2019 - 10.2021

High School Diploma -

St Mary's High School

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Erika Jenness