Joy Morgan
Winston-Salem,NC
Summary
Professional banking expert with strong analytical skills and deep understanding of financial services, risk management, and customer relations. Adept at team collaboration and consistently achieving high-impact results. Reliable and adaptable to changing needs, with expertise in financial analysis, loan processing, and regulatory compliance. Recognized for strong communication abilities and problem-solving skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Retail Operations Support Specialist
Huntington National Bank
12.2024 - Current
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
- Enhanced customer satisfaction by resolving issues promptly and providing excellent communication throughout the resolution process.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained up-to-date knowledge of product and service changes.
- Contributed to positive team culture, driving motivation and productivity among peers.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Developed and maintained strong working relationships with professionals within assigned territory.
Loan Officer
Allegacy FCU
03.2017 - 08.2024
- Submitted loan applications to underwriter for verification and recommendations.
- Developed strong relationships with customers through high levels of customer service.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Maintained an extensive knowledge of current market trends and industry changes to provide accurate advice to clients.
- Maintained strict confidentiality of bank records and client information.
- Examined customer loan applications for loan approvals and denials.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Cultivated lasting relationships with satisfied clients that led to repeat business as well as referrals from friends or family members.
- Advised clients on mortgage, education and personal loans.
- Developed strong partnerships with real estate agents, generating a consistent pipeline of referrals and new business opportunities.
- Initiated outreach efforts to underserved communities, expanding bank's customer base.
- Collaborated with underwriting team to expedite loan approvals, meeting customer expectations for quick service.
- Reviewed and updated loan policies to reflect current best practices, ensuring operational excellence.
Education
Associate of Applied Science - IT
Forsyth Technical Community College
05.2001 -
BCT - US ARMY
NC National Guard
05.2001 -
High School Diploma -
West Forsyth
Clemmons, United States 05.2001 -
Skills
Operations tracking
Work control processes
Customer engagement
Operational efficiency
Analysis and research
Teamwork and collaboration
Problem-solving
Time management
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Documented and resolved lending documentation inaccuracy which led to quicker and cost- effective loan closings.
Certification
NMLS
Timeline
Retail Operations Support Specialist
Huntington National Bank
12.2024 - Current
Loan Officer
Allegacy FCU
03.2017 - 08.2024
Associate of Applied Science - IT
Forsyth Technical Community College
05.2001 -
BCT - US ARMY
NC National Guard
05.2001 -
High School Diploma -
West Forsyth
05.2001 -
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