Felicia Culbreth
Knightdale
Summary
Dedicated and highly experienced Lead Member Service Officer with over 20 years of proven expertise in branch operations, member services, consumer lending, and credit union operations. Adept at mentoring and training less experienced staff, ensuring compliance with regulatory standards, and providing exceptional member support. Also known for strong critical thinking, problem-solving skills, and a commitment to maintaining confidentiality and security. Possess excellent communication skills and a proven ability to manage completing priorities effectively.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Lead Member Services Officer
State Employees Credit Union
Raleigh, NC
01.2019 - Current
- Loan Approval, Lending Limits, Review and Compliance
- Review and approve loans within Tier 3 – Tier 5 Lending Limits.
- Evaluate and approve loan applications outside the limits of less experienced staff.
- Oversee the loan review process to ensure all loans are underwritten in accordance with SECU policy.
- Ensure all staff are up to date on the latest lending policies and procedures.
- Member Support and Problem Resolution:
- Independently research and resolve member complaints.
- Assist members with various account and loan-related issues, ensuring a high level of satisfaction.
- Supervision and Compliance:
- Assist in supervising the Member Service Officer (MSO) area to ensure policy and regulatory compliance.
- Help reconcile MSR items, including end-of-day balancing and outage reconciliation.
- Branch Operations and Risk Assessment:
- Conduct Branch Operations Risk Assessment as requested by ABM/VP/SVP.
- Handle facility issues at the branch under the direction of senior management.
- Collections Supervision:
- Supervise the collections process and oversee the lending collections efforts of junior-level staff.
- Act as a liaison to Loss Mitigation, submitting required reports on collection efforts by branch staff.
- Staff Mentorship and Training:
- Serve as a mentor for newer staff in all areas of MSO operations.
- Develop and implement training programs to enhance staff skills and knowledge.
- Specialized Accounts and Survivor Relations:
- Serve as a resource for specialized deposit accounts and survivor relations.
- Assess members' current financial conditions to determine short-term goals and priorities.
- Develop financial improvement plans tailored to members' specific needs and circumstances.
- Member Support and Financial Assessment:
- Provide comprehensive support to members, addressing complex financial inquiries and issues.
- Conduct thorough assessments of members' financial situations to offer personalized advice and solutions.
- Reporting and Liaison Duties:
- Prepare and submit detailed reports on collection activities and branch performance to senior management.
- Coordinate with loss mitigation teams to ensure effective management of delinquent accounts and recovery strategies.
Financial Services Officer III
State Employees Credit Union
Charlotte, NC
01.2018 - 01.2020
- Delinquency and Collections Management:
- Handle branch delinquency and collections efficiently to minimize losses.
- Implement strategies to manage and reduce all branch consumer lending delinquency.
- Engage with members to negotiate repayment plans and resolve delinquent accounts.
- Loan Generation and Evaluation:
- Generate, evaluate, and make decisions on personal and mortgage loans.
- Ensure accurate and compliant loan disclosures.
- Assist members with loan applications and guide loan options.
Financial Services Officer III
State Employees Credit Union
Rocky Mount, NC
01.2007 - 01.2018
- Delinquency and Collections Management:
- Handle branch delinquency and collections efficiently to minimize losses.
- Implement strategies to manage and reduce all branch consumer lending delinquency.
- Engage with members to negotiate repayment plans and resolve delinquent accounts.
- Loan Generation and Evaluation:
- Generate, evaluate, and make decisions on personal and mortgage loans.
- Ensure accurate and compliant loan disclosures.
- Assist members with loan applications and guide loan options.
Teller/ Financial Services Representative
State Employees Credit Union
Greenville, NC
01.2004 - 01.2007
- Superior Balancing Record:
- Maintain an exceptional balancing record with no gross violations.
- Ensure accuracy in all cash-handling transactions and end-of-day balancing.
- Adhere to established balancing procedures to avoid discrepancies and ensure financial integrity.
- ATM/Vault Custodian:
- Serve as the ATM/Vault Custodian responsible for the maintenance and security of the ATM and vault.
- Perform regular checks and audits of the ATM and vault to ensure accuracy and security.
- Manage the replenishment and reconciliation of the ATM and vault, ensuring sufficient cash levels are maintained.
- Follow strict security protocols for access to the ATM and vault to prevent unauthorized entry.
Education
Bachelor of Science - Economics, Minor in Business Administration
East Carolina University
05.2007
Skills
- Margo
- OnBase
- Default Manager
- Platform
- Mortgage Bot
- Consumer Lending
- Regulatory Compliance
- Time Management and Prioritization
- Critical Thinking and Problem Solving
- Excellent Communication (Verbal and Written)
- Confidentiality and Security Procedures
- Financial Product Knowledge
Certification
- NC Notary Public
- Internal Revenue Services Certified Tax Preparer
Timeline
Lead Member Services Officer
State Employees Credit Union
01.2019 - Current
Financial Services Officer III
State Employees Credit Union
01.2018 - 01.2020
Financial Services Officer III
State Employees Credit Union
01.2007 - 01.2018
Teller/ Financial Services Representative
State Employees Credit Union
01.2004 - 01.2007
Bachelor of Science - Economics, Minor in Business Administration
East Carolina University