KATHY PHINIZY

• Maintained up-to-date knowledge of loan products and processing procedures to provide accurate guidance to members.
• Educated customers on a variety of loan products and available credit options to promote valuable decision-making.
• Processed loan documents and ensured compliance with regulations and policies.
• Reviewed client documentation and contracts for discrepancies and mistakes.
• Delivered high levels of customer service to facilitate smooth processes.
• Delivered quality service by assessing, advising and assisting credit union members.
• Adhered to all applicable policies, procedures, regulations, and laws.
• Identified and communicated cross-selling opportunities to enhance member satisfaction and support financial goals.
• Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
• Maintained knowledge of current industry trends related to consumer lending practices.
• Leveraged software and systems to research and resolve member inquiries.
• Researched complex issues related to accounts or services provided by the organization.
• Analyzed customer feedback to uncover trends and recommend actionable improvements in service delivery.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Recommended improvements in products, service and billing methods to management to prevent future problems.

Managed daily office operations to ensure smooth workflow and productivity.

• Oversaw office financial management, ensuring accuracy in accounts payable/receivable and payroll administration.
• Managed electronic customer records, facilitating accurate billing and accounts receivable through effective data entry and administrative functions.
• Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
• Evaluated workflow processes, implementing solutions that enhanced productivity and improved personnel performance.
• Reduced financial discrepancies by accurately managing accounting documentation in QuickBooks while maintaining case costs and billing processes.
• Managed financial documentation such as expense reports and invoices.
• Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
• Served as main point of contact for outside vendors.

• Effectively operated four to five different applications simultaneously.
• Required to collect personal information from customer and input correctly into system, while at the same time providing outstanding customer service to ensure complete customer satisfaction and confidence.
• Ensuring quality customer service to every patron.
• Adapted to high-volume work environment by managing multiple tasks efficiently.
• High security environment - Ability to adapt comfortably to consistent change in procedures and regulations.
• High security environment - Ability to adapt comfortably to consistent change in procedures and regulations.
• Ability to adapt to high volume environment
• Collaborated with various departments and new customers on product offerings.
• Collaborated with individuals through meetings and conference calls.
• Analyzed customer needs and provided best options, upselling products and services.
• Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.

• Oversaw full accounting cycle, including compiling and analyzing data, posting and adjusting journal and ledger entries, preparing financial statements and reports and closing books.
• Generated profit and loss statements to detail company's revenues and expenses.
• Managed accounts payable and accounts receivable processes to minimize financial discrepancies.
• Posted accounts receivable payments made by cash, check or credit card payments.
• Logged and filed all tax information.
• Reviewed financial statements and tax audits to identify and rectify discrepancies.
• Coordinated all billing and scheduled repossessions.
• Effectively operated Microsoft excel. Microsoft office and other spreadsheets.
• Copied and faxed important documents to ensure timely communication.
• Advised clients on necessary permits, certificates, applications, and documents required by government agencies.