Summary
Overview
Work History
Education
Skills
Interests - Hiking, Camping, Reading, Family time.
Timeline
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Katherine Dickinson

Claremont,NH

Summary

Well-qualified team member bringing demonstrated knowledge and abilities in Loan Operations. Effective at organizing paperwork, processing and servicing new and current loans. Resolving loan discrepancies and customer inquiries, and working with third-party vendors to resolve issues and complete closings. Proficient in lending standards and regulations.

Overview

32
32
years of professional experience

Work History

Lending Call Specialist

Claremont Savings Bank
09.2021 - Current
  • Assigned appointment calls to Consumer and Residential lending officers for new loan requests.
  • Answered inbound lending calls resolving customer concerns, account maintenance, payment postings, developing rapport and establishing long-term relationships.
  • Contributed to a positive work environment by consistently demonstrating professionalism and teamwork.
  • Assisted Loan Operations in many areas such as loan bookings, payoffs, cleanups, retention room filing, auditing, account reconciliation, etc.
  • Provided backup support for other departments such as Customer Care and Collections, as needed, demonstrating versatility within the bank.
  • Educated customers on product and service benefits, explaining features and answering questions, based on their lending needs.

Front End Service Leader

Hannaford Supermarket
09.2013 - Current
  • Supervising front end staff break and lunch schedules.
  • Supervising daily workflow processes.
  • Increased customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Developed strong relationships with customers, promoting loyalty and repeat business.
  • Identified suggestion areas for improvement in store-wide processes.
  • Trained new associates in job requirements and providing quality service to customers.
  • Cross trained in multiple areas for coverage as needed.

Customer Care Coordinator

Claremont Savings Bank
05.2009 - 09.2021
  • Coordinated timely responses to customer calls and online banking communication about products, services and complex issues.
  • Educated customers about billing, online banking, and POS payment processes.
  • Handled high call volumes and navigated multiple software programs while remaining focused on providing outstanding service.
  • Generated leads and established relationships with potential customers through outbound telephone calls.
  • Trained new hires on procedures, and customer care best practices, supporting a positive team environment.
  • Contributed positively to team morale through active participation in meetings as well as offering constructive feedback.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Evaluated interactions between associates and customers to assess personnel performance, including call monitoring.
  • Assisted in hiring and training of customer care staff.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Delegated weekly tasks to team members.

Loan Servicing Specialist

Claremont Savings Bank
04.1992 - 05.2009


  • Collaborated with loan origination and processing teams to ensure seamless closing processes.
  • Managed relationships with external partners including credit bureaus, appraisers, realtors and title companies for loan documentation preparation.
  • Prepared and reviewed all closing documentation for accuracy, bank protection, and closing deadlines.
  • Maintained detailed records of customer interactions for audit purposes and regulatory compliance.
  • Worked closely with collections department on delinquent accounts.
  • Compiled paperwork such as title abstracts, insurance and tax paperwork, loan files, vehicle titles.

Education

Associate of Applied Science - Microcomputer Business Management

NH Technical College
Claremont NH

Certificate - Customer Care Specialist Certificate

Center For Financial Training

Skills

  • Loan Documentation Knowledge
  • Loan Servicing Experience
  • Friendly and Positive Attitude
  • Teamwork and Collaboration
  • Professional Telephone Etiquette
  • Written Communication
  • Customer Complaint Resolution
  • Problem-Solving and Research

Interests - Hiking, Camping, Reading, Family time.

Long-time love of hiking, especially the White Mountains. 

Favorite part about camping is sharing laughs by the campfire with friends and family.

Spent over five years as an adult leader for Boy Scouts of America, watching scouts grow into great young leaders.

Timeline

Lending Call Specialist

Claremont Savings Bank
09.2021 - Current

Front End Service Leader

Hannaford Supermarket
09.2013 - Current

Customer Care Coordinator

Claremont Savings Bank
05.2009 - 09.2021

Loan Servicing Specialist

Claremont Savings Bank
04.1992 - 05.2009

Associate of Applied Science - Microcomputer Business Management

NH Technical College

Certificate - Customer Care Specialist Certificate

Center For Financial Training

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Katherine Dickinson