Joan Bullock
Colonial Beach,Va.
Summary
Analytical professional with strong background in data analysis and risk management. Skilled in providing financial consultations and solutions for businesses of all sizes. Astute candidate develops new strategies and processes to optimize financial operations. Organized, dependable, and able to successfully managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Lending Underwriting Training Manager
Andrews Federal Credit Union
Suitland, MD
06.2021 - Current
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Developed departmental systems and procedures to better align workflow processes.
- Analyzed effectiveness of training programs at all levels and implement updates.
- Implemented new learning strategies depending upon employees' skill levels.
- Developed and directed training programs and development paths for consumer underwriters.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Supervised team of 37 loan officers, promoting positive environment and instilling model of hard work and dedication.
- Created financial dashboards to provide insights into key performance indicators.
- Collaborated with C-level executives and stakeholders to develop long-term employee progression plans.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Established internal audit procedures to validate and improve accuracy of lending procedures and underwriting team.
- Analyzed financial statements and tax returns to complete underwriting process.
- Complied with established internal controls and policies.
- Performed complex financial and budget analyses to determine requirements and justify requested staffing.
- Created and maintained precise and accurate models, charts and reports.
- Assisted in preparation of presentations, data tables and other documents for executive and management meetings.
- Analyzed and processed project specifics before capital deployments.
- Presented oral and written reports on general lending related trends, financial outlooks, and entire industries.
- Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement.
Lending Training Supervisor
Andrews Federal Credit Union
08.2020 - 06.2021
- Updated employees with latest policies, procedures and compliance standards.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Worked with central management to identify, plan, align, and address training needs.
- Developed and executed strategies to improve training program performance.
- Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
- Produced training manuals, presentations and resources for enhanced learning.
- Verified training program compliance with applicable laws and regulations.
Lending Training Specialist
Andrews Federal Credit Union
Suitland, MD
02.2016 - 08.2020
- Used various learning suites to implement over 35 new e-learning and Instructor Led Courses.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Coordinated administrative functions necessary to deliver and document training programs.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Collected data on program effectiveness to develop modifications and improvements to curricula.
- Prepared videos for online and remote instruction.
Loan by Phone Contact Center Supervisor
Andrews Federal Credit Union
Suitland, MD
12.2013 - 02.2016
- Established and oversaw performance targets for over 30 call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Evaluated data to identify trends and determine customer service needs.
Consumer Loan Underwriter/Officer IV
Andrews Federal Credit Union
Suitland, MD
12.2004 - 12.2013
- Monitored performance of existing loan portfolios to identify and address any issues.
- Advised clients on consumer loan processes, provided financial and credit education.
- Identified and quickly resolved complex customer and loan problems with potential to negatively impacting operations management and business direction.
- Reviewed financial statements, credit histories, income reports and other information to make accurate determinations about loan decisions.
- Approved, declined or counter-offered consumer loans up to $150,000.
- Maintained in-depth understanding of ECOA, Fair Lending, TILA, and other consumer loan regulatory compliances and loan requirements.
Senior Loan Specialist
Andrews Federal Credit Union
Suitland, MD
09.2004 - 12.2004
- Maintained strict confidentiality of bank records and client information.
- Proactively identified solutions for customers experiencing credit issues.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Monitored performance of existing loan portfolios to identify and address any issues.
Loan Specialist
Andrews Federal Credit Union
Suitland, MD
10.2003 - 09.2004
- Maintained strict confidentiality of bank records and client information.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Obtained copies of applicants' credit histories and reviewed paperwork required to finalize loan application.
- Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
- Developed strong relationships with customers through high levels of customer service.
Education
Bachelor's Degree - Management Studies, Finance
12.2013
GPA: 3.72
- Dean's List Fall, 2013
Associate degree - Business Administration
05.2008
Skills
- Strong Written and Oral Communications
- Team Development and Coaching Strategies
- Reports and Documentation
- Financial Reports Analysis
- Financial Advisement
- Data Research and Analysis
- Proficient in MS Office Suite
- Classroom and Video Instruction
Timeline
Lending Underwriting Training Manager - Andrews Federal Credit Union
06.2021 - Current
Lending Training Supervisor - Andrews Federal Credit Union
08.2020 - 06.2021
Lending Training Specialist - Andrews Federal Credit Union
02.2016 - 08.2020
Loan by Phone Contact Center Supervisor - Andrews Federal Credit Union
12.2013 - 02.2016
Consumer Loan Underwriter/Officer IV - Andrews Federal Credit Union
12.2004 - 12.2013
Senior Loan Specialist - Andrews Federal Credit Union
09.2004 - 12.2004
Loan Specialist - Andrews Federal Credit Union
10.2003 - 09.2004
University of Maryland - Bachelor's Degree, Management Studies, Finance
Prince George's Community College - Associate degree, Business Administration
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