Karen King
Blue Ridge Summit,PA
Summary
Dynamic financial professional with extensive experience at Citibank, excelling in credit analysis and customer service. Proven track record of enhancing client satisfaction through effective communication and problem-solving. Adept at managing complex financial transactions while ensuring compliance and accuracy, contributing to improved operational efficiency and team collaboration.
Overview
2023
2023
years of professional experience
1
1
Certification
Work History
Credit Clerk
Globe Pequot Press
- Increased customer satisfaction through timely communication regarding their application status or concerns about their accounts.
- Maintained accurate financial records by updating client profiles with relevant information and adjustments.
- Optimized departmental workflow by effectively prioritizing tasks based on urgency and importance, ensuring deadlines were met consistently.
- Made contact and took action to collect on insufficient funds checks.
- Ensured timely collection of payments through consistent follow-ups with delinquent accounts.
- Maintained strict adherence to all company policies, guidelines, and regulatory requirements governing the extension of credit, ensuring compliance at all times.
- Provided exceptional customer service when handling inquiries from both internal stakeholders and external clients regarding account matters.
- Contributed to a positive work environment through proactive communication, teamwork, and problem-solving initiatives.
Closing Assistant
Paramount Closings LLC
03.2022 - 09.2022
- Confirmed accurate fundings, lien payoffs and final mortgage recordings by collaborating with real estate agents, loan officers, and attorneys.
- Coordinated with sellers, buyers, escrow agents, and real estate agents to complete loan submissions and scheduled closing dates.
- Audited variety of critical financial documents for completeness and accuracy, noting and resolving deficiencies and errors.
- Reviewed funding packages by calculating fees and arranging for disbursement of loan funds.
- Prepared deeds and leases, closing statements and purchase agreements.
- Produced closing instructions and coordinated with title company to monitor closing and funding.
- Assisted with post-closing tasks such as funding disbursements, document recording, and file archiving for a seamless experience.
- Enhanced client satisfaction by addressing all inquiries promptly and professionally.
- Supported a positive work environment through active collaboration with team members and contributing to office efficiency.
- Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.
Financial Services Representative II
F&M Trust
10.2018 - 03.2022
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Collaborated with team members to achieve sales targets and improve overall branch performance.
- Worked closely with other departments to provide seamless service delivery for complex client requests.
- Identified opportunities to cross-sell products, resulting in increased revenue for the bank.
- Facilitated resolution of complex client inquiries, ensuring high level of service and client trust.
- Built and established relationships with clientele to improve future business opportunities.
Training Specialist
F&M Trust
06.2016 - 10.2018
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Collaborated with department managers to identify specific training needs, tailoring programs for maximum impact.
- Conducted regular assessments of employee skill levels, using findings to guide future program development efforts.
- Integrated industry best practices into training materials, ensuring employees stayed current on emerging trends and technologies.
- Evaluated the effectiveness of training initiatives, adjusting strategies as needed to improve overall results.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Analyzed and evaluated training effectiveness and program outcomes.
Training and Development Specialist
Citibank, NA
06.2000 - 04.2016
- Managed multiple projects simultaneously while maintaining strict deadlines and adhering to budget constraints.
- Developed customized e-learning modules for improved knowledge retention and on-the-job application.
- Collaborated with cross-functional teams to develop cohesive learning strategies aligned with business goals.
- Conducted thorough needs assessments to tailor training programs to specific organizational requirements.
- Composed informative instructional materials, including manuals, guides, and job aids for diverse learning preferences.
- Facilitated open lines of communication between management and employees, ensuring that training programs remained relevant to both organizational goals and individual needs.
- Partnered with subject matter experts to ensure accuracy and relevance of training content across various industries.
- Evaluated training effectiveness through feedback analysis, resulting in ongoing program improvements.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Designed and delivered web-based, self-directed learning materials.
Operations Analyst
Citibank, NA
04.1995 - 06.2000
- Improved team productivity by developing training materials and conducting regular workshops on credit operations best practices.
- Worked smoothly with internal and external customers in time-sensitive environment.
- Facilitated approval processes for loan applications by working closely with underwriters, ensuring prompt response times.
- Mitigated credit risks with thorough research and comprehensive financial analysis of potential clients.
- Collaborated with cross-functional teams to optimize lending strategies and align business objectives.
- Multitasked, worked well under pressure and drove positive change to credit operations.
- Operated cross-functionally with business partners and external parties on credit matters.
- Participated in audits to ensure adherence to regulatory requirements, minimizing operational risks related to non-compliance issues.
- Coordinated with banks, legal, logistics and other teams on credit activities.
- Strengthened internal controls by identifying areas for improvement in credit operations procedures.
- Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
- Made decisions and recommendations about extending lines of credit.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
Credit Analyst
Citibank, NA
05.1994 - 04.1995
- Assessed credit risk and analyzed financial statements.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Attended credit-related training and conferences to stay informed about industry trends and developments.
- Made decisions and recommendations about extending lines of credit.
- Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
Customer Service Representative
Citibank, NA
01.1990 - 05.1994
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
Financial Services
Hagerstown Community College
Hagerstown, MDHigh School Diploma - Business
Chambersburg Senior High School
Chambersburg, PA06.1985
Skills
- Bank reconciliation
- Payment processing
- Credit analysis
- Financial statement analysis
- Accounting principles
- Debt collection
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Adaptability and flexibility
- Credit reports
- Financial product knowledge
- Task prioritization
- Investigations
- Self motivation
- Interpersonal skills
- Deadline management
- Professionalism
Certification
- Six Sigma Certification
- Area of certification
Timeline
Closing Assistant
Paramount Closings LLC
03.2022 - 09.2022
Financial Services Representative II
F&M Trust
10.2018 - 03.2022
Training Specialist
F&M Trust
06.2016 - 10.2018
Training and Development Specialist
Citibank, NA
06.2000 - 04.2016
Operations Analyst
Citibank, NA
04.1995 - 06.2000
Credit Analyst
Citibank, NA
05.1994 - 04.1995
Customer Service Representative
Citibank, NA
01.1990 - 05.1994
Credit Clerk
Globe Pequot Press
Financial Services
Hagerstown Community College
High School Diploma - Business
Chambersburg Senior High School
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