Karen Maciel
Ogden
Summary
Professional with extensive experience in customer service and conflict resolution, adept at managing account inquiries and processing transactions. Demonstrated ability to handle customer complaints efficiently while adhering to organizational policies and security protocols. Proven track record of providing knowledgeable assistance to clients throughout the loan application process, ensuring clarity in contract terms and maintaining accurate client records. Regularly participated in training sessions to stay updated on industry changes, enhancing overall service delivery.
Overview
10
10
years of professional experience
2009
2009
years of post-secondary education
Work History
Loan Processor
America First Credit Union
Ogden
05.2017 - 11.2019
- Submitted loan applications to underwriting department for review and approval process.
- Analyzed loan applications and supporting documents to determine eligibility for approval.
- Compiled closing packages containing all necessary documents required for funding.
- Verified accuracy of closing figures prior to disbursement of funds.
- Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
- Adhered strictly to company policies when completing tasks associated with loan processing duties.
- Updated customers regularly on status of their loans throughout the processing period.
- Collaborated with underwriters to resolve any discrepancies in applicant's financial profile or documentation issues.
- Explained the various types of loans available and advised on the best product suited for customer's needs.
- Advised borrowers on financial status and payment methods suitable to their financial capability.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
Member Service Representative
America First Credit Union
Roy
05.2014 - 01.2017
- Greeted customers in a friendly and professional manner.
- Handled customer complaints in an efficient and courteous manner.
- Monitored compliance with organizational security protocols when interacting with members.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Attended regular training sessions on updates and changes within the industry or organization.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Store Team Member
USA Cash Services
Roy
05.2012 - 05.2014
- Verified client financial information to determine creditworthiness and loan eligibility.
- Approved or denied loan applications and explained reasoning behind decisions.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Developed loan contracts and explained contract terms to clients.
- Updated client account information and records in company databases.
- Provided customer service support throughout the entire process from application through closing.
Pawnbroker
Ezpawn
Salt Lake City
06.2009 - 12.2012
- Managed store finances including cash handling, deposits, withdrawals and record keeping of daily sales activities.
- Assessed customers' needs, provided advice on product selection, and answered inquiries about products, prices, availability and credit terms.
- Created displays to promote new products or services offered by the store.
- Appraised items, including jewelry, firearms and to determine product value and authenticity.
- Set terms for loans and collateral, including rate, fee and expiration date.
- Evaluated customer merchandise to make purchasing decisions for store.
- Priced, tagged and resold items not retrieved by owners within specified timeframes.
- Researched electronics and other items online to identify market value.
- Performed regular reviews of aging loans to identify merchandise ready for sale.
Education
Roy High School
Roy, UTSkills
- Customer service
- Conflict resolution
- Account management
- Transaction processing
- Effective communication
- Problem solving
- Active listening
Languages
Spanish
Native/ Bilingual
Timeline
Loan Processor
America First Credit Union
05.2017 - 11.2019
Member Service Representative
America First Credit Union
05.2014 - 01.2017
Store Team Member
USA Cash Services
05.2012 - 05.2014
Pawnbroker
Ezpawn
06.2009 - 12.2012
Roy High School