ILEANA SWANSON
Hastings,FL
Summary
Committed to Excellence | self-Motivated | Uncompromising Integrity Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
PERSONAL FINANCIAL REP. I
FIRST COAST COMMUNITY CREDIT UNION
11.2022 - Current
- Process membership applications.
- Promote & educate members on Credit Union products & their financial benefits.
- Provide assistance to members concerning fraudulent account activity, internet home banking, Visa debit or ATM cards, missing or lost checks & member disputes claims.
- Cross-trained bank teller.
ASST. OFFICE MANAGER & SENIOR Underwriter
FAIRWAY FINANCIAL SERVICES
08.2021 - 11.2022
- Review & process credit applications for sub-prime auto loan customers. credit authorization up to $20,000.00 per loan. process customer payments through AMS system. provide repayment solutions for customers facing financial challenges i.e
- Due date changes, deferments, AND LOAN modifications. submit gap & warranty service contract claims & cancellation requests.
- Managed daily operations, ensuring timely completion of tasks and maintaining a well-organized work environment.
BI-LINGUAL QA MANAGER
US AUTO CREDIT
08.2020 - 08.2021
- Provide coaching & counseling for performance achievement & improvement.
- Review delinquent accounts for sustainable solutions.
- Quality call reviews.
- Provide monthly Key Performance Indexes to track performance.
- Translation assistance provided to non-English speaking clients, primarily in Spanish.
- Support staff with extension, due date change, reage & loan modification reviews & approvals.
PERSONAL BANKER I
CAPITAL CITY BANK
07.2018 - 08.2020
- Assist clients with financial counseling and account reconciliation.
- Provide guidance and detailed product information regarding checking & savings accounts, safe deposit box rentals and IRA'S.
- Process domestic and international wires.
- Translation assistance provided to non-English speaking clients, primarily in Spanish.
- Assist with inbound telephone calls.
DEPOSIT SERVICES SUPERVISOR
VYSTAR CREDIT UNION
07.2015 - 07.2018
- Supervised team of 7 direct reports specializing in IRA/HSA Accounts, Deceased Processing Specialist & Deposit Services Specialist.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
COLLECTIONS SUPERVISOR
VYSTAR CREDIT UNION
03.2009 - 07.2015
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Reduced delinquency rates with proactive account management and timely followups.
- Responsible for monthly quality call reviews.
- Facilitated monthly team meetings to include quarterly Disaster Recovery Training.
- Responsible for monthly employee coaching & development sessions.
- Prepared & administered annual employee reviews.
- Responsible for monthly quality call reviews.
- Responsible for monthly manual account reviews of accounts $15K & above.
- Prepared & administered monthly score cards for performance improvement.
- Proficient in MSS, Smart Collector, PSCU, Interact, Verint, Client Work-station, CBC Innovis & Accurint.
- Time card management.
COLLECTOR I
VYSTAR CREDIT UNION
04.2008 - 03.2009
- Responsible for collections of all consumer products 11 to 180 days past due.
- Negotiate payment arrangements to mitigate potential loss to the Credit Union, its membership and employees.
- Provide sound financial counseling to members experiencing hardship in order to regain financial control and maintain their ongoing business relationship with VyStar Credit Union.
- Skip tracing for location information purposes.
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
Education
Bachelor's Degree - Business Management
Penn Foster College
04.2016
Skills
- Performance Testing Management
- Quality Assurance Expertise
- Change Management Techniques
- Industry Standards Compliance
- Remote Office Availability
- Team building
- Organization and Time Management
Certification
Notary Public – State of Florida
Languages
Bi-lingual – Spanish
Initiatives
- Selected to lead the front-end collections team and host all new employees, providing training, development and mentoring 2015.
- Selected to the VyStar Credit Unions Blog committee 2015.
- Instrumental in the development and creation of the Collection Supervisor Training Manual 2014.
- Selected to the VyStar Credit Union Payment Solution Project 2014.
- Selected to create and facilitate training workshops for all collections employees 2013.
- Selected to review, edit and update all Collections Department letters beginning in 2012.
Qualifications Summary
- Goal Oriented
- Effective Communicator
- Excellent Time Management Skills
- Decision-Making Skills
- Negotiation Skills
- Organized
- Analytical
- Self Sufficient – Self Starter
- Excellent Multi-tasking Ability
- Proficient in Coaching, Training & Mentoring
- Uncompromising Work Ethic
- Flexible
- Excellent Writing Skills
- Great Attitude
- Detailed/Results-oriented
- Strong Organizational Skills
- Strong Facilitator
- Approachable
- Strong Team Builder
- Ambassador For Change
- Team Player
Timeline
PERSONAL FINANCIAL REP. I
FIRST COAST COMMUNITY CREDIT UNION
11.2022 - Current
ASST. OFFICE MANAGER & SENIOR Underwriter
FAIRWAY FINANCIAL SERVICES
08.2021 - 11.2022
BI-LINGUAL QA MANAGER
US AUTO CREDIT
08.2020 - 08.2021
PERSONAL BANKER I
CAPITAL CITY BANK
07.2018 - 08.2020
DEPOSIT SERVICES SUPERVISOR
VYSTAR CREDIT UNION
07.2015 - 07.2018
COLLECTIONS SUPERVISOR
VYSTAR CREDIT UNION
03.2009 - 07.2015
COLLECTOR I
VYSTAR CREDIT UNION
04.2008 - 03.2009
Bachelor's Degree - Business Management
Penn Foster College
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