Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Johanna Sowar

Albuquerque,NM

Summary

At Nusenda Credit Union, I excelled in enhancing member satisfaction and financial health through expert member service and innovative loan solutions. My proficiency in financial transaction processing and collaborative teamwork led to significant operational improvements. Achievements include mentoring teams and optimizing loan approval rates, showcasing my detail-oriented and effective communication skills.

Overview

30
30
years of professional experience

Work History

Lead Financial Consultant

Nusenda Credit Union
08.2014 - 05.2024
  • Developed strong relationships with members, resulting in higher customer satisfaction rates and repeat business.
  • Continuously updated knowledge of industry trends, products, and regulations to provide members with the most accurate and relevant information possible.
  • Attended employee development training and seminars
  • Proactively identified solutions for members experiencing credit issues.
  • Implemented customized loan solutions for members unique circumstances.
  • Provided exceptional member service, addressing members concerns promptly and effectively resolving issues.
  • Identified opportunities to cross-sell accounts, loan and ancillary products to members.
  • Assisted members with improving financial health by counseling on issues such as excessive spending to avoid negative balances.
  • Collaborated with cross-functional teams to ensure timely processing of loans, and problem resolution improving overall operational efficiency.
  • Mentored junior loan officers and tellers, sharing industry insight and best practices to improve team performance and productivity.
  • Maintained strict confidentiality of credit union records and member information.
  • Optimized internal workflows through regular process reviews, identifying areas for improvement and implementing solutions.

Anywhere Lender

Nusenda Credit Union
04.2012 - 08.2014
  • Addressed member concerns promptly and professionally, resolving issues efficiently to maintain high levels of member satisfaction.
  • Processed new account and loan applications to ensure timely and accurate approvals.
  • Coordinated with underwriting team for efficient processing of loans.
  • Enhanced member satisfaction by providing clear communication on loan requirements.
  • Improved loan approval rates by meticulously reviewing member information.
  • Communicated effectively with members to explain complex financial information.
  • Facilitated resolution of member issues, ensuring positive experience throughout the transaction.
  • Provided training and mentorship to new lenders, fostering a collaborative team environment focused on exceptional customer service.

Anywhere Advisor

Nusenda Credit Union
08.2011 - 04.2012
  • Guided members through decision-making processes, providing tailored advice and solutions.
  • Offered recommendations to enhance member satisfaction and retention.
  • Assisted in developing strategies to meet member goals and objectives.
  • Improved member understanding by explaining complex concepts in simple terms.

Coach

Nusenda Credit Union
06.2007 - 08.2011
  • Monitored 150 calls per month for call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Improved member satisfaction by effectively resolving escalated issues and providing timely support.
  • Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
  • Trained and coached 30 contact center team members on best practices for member service and cross-sell techniques.
  • Collaborated with other departments for seamless coordination in addressing member concerns, resulting in faster issue resolution.
  • Promoted atmosphere of accountability by setting clear metrics for performance and regularly reviewing progress with team members.
  • Wrote and delivered annual reviews to 30 employees.

Call Center Representative and Online Banking Spec

Nusenda Credit Union
02.2004 - 06.2007
  • Managed high cal volumes while providing exceptional member support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring member satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for members.
  • Enhanced member satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Developed rapport with members through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to members.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.

Member Service Coordinator

Nusenda Credit Union
01.1998 - 01.2004
  • Utilized strong interpersonal communication skills during member interactions, resulting in increased trust and fostering long-lasting relationships.
  • Assisted members with setting up or closing accounts, IRAs, and signing up for new services.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for members.
  • Maintained high accuracy in transaction processing, ensuring member trust and financial security.
  • Resolved member disputes with empathy and efficiency, restoring confidence in banking services.

Loan Officer

Nusenda Credit Union
01.1997 - 01.1998
  • Assisted member in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
  • Maintained strict confidentiality of bank records and member information.
  • Submitted loan applications to underwriter for verification and recommendations.
  • Delivered exceptional customer service by promptly addressing member concerns and resolving issues as they arose during the lending process.

Teller and Vault Teller

Nusenda Credit Union
06.1994 - 01.1997
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed member transactions promptly, minimizing wait times.
  • Developed strong relationships with members through exceptional service, fostering loyalty and trust.

Education

No Degree - Liberal Arts

CNM / UNM
Albuquerque, NM

High School Diploma -

Eldorado High School
Albuquerque, NM
05-1991

Skills

  • Customer Service Expertise
  • Loan Origination Skills
  • Financial Transaction Processing
  • Financial Services Expertise
  • Collaborative Team Member
  • Credit Analysis
  • Experienced in Numeric Keypad Operations
  • Regulatory Adherence
  • Credit Evaluation
  • Effective Communicator
  • Proficient Time Management
  • Detail-Oriented Approach
  • Credit History Analysis
  • Microsoft Office Proficiency
  • Detail-Oriented Data Management

Accomplishments

  • Supervised team of 10-30 staff members.

Timeline

Lead Financial Consultant

Nusenda Credit Union
08.2014 - 05.2024

Anywhere Lender

Nusenda Credit Union
04.2012 - 08.2014

Anywhere Advisor

Nusenda Credit Union
08.2011 - 04.2012

Coach

Nusenda Credit Union
06.2007 - 08.2011

Call Center Representative and Online Banking Spec

Nusenda Credit Union
02.2004 - 06.2007

Member Service Coordinator

Nusenda Credit Union
01.1998 - 01.2004

Loan Officer

Nusenda Credit Union
01.1997 - 01.1998

Teller and Vault Teller

Nusenda Credit Union
06.1994 - 01.1997

No Degree - Liberal Arts

CNM / UNM

High School Diploma -

Eldorado High School

Similar Profiles

CREATE PROFILE
Johanna Sowar