Krystal Gundersen
Palatka,FL
Summary
Self-motivated and results focused with over 9 years of experience in a financial environment. A seasoned professional with strength in member service, loan processing, mentoring, and coaching. Proactive leader with strengths in communication and collaboration. Proficient in leveraging experience and knowledge to ensure accuracy and consistency in all interactions.
Overview
7
7
years of professional experience
Work History
Consumer Loan Modification Specialist/Collector 1
VyStar Credit Union
02.2021 - Current
- Reviews incoming requests for completeness and accuracy
- Completes core system loan changes and coding
- Communicates coaching opportunities to member solutions supervisors and managers
- Assists in monthly training manual updates
- Coordinates with management on account review expectations
- Utilizes loan systems such as Meridian Link to place workout loan requests
- Pulls and reviews credit reports while accurately calculating DTI ratios
- Active peer resource by providing peer coaching, shadowing opportunities, and mentoring
- Trains new hires on modification procedures and policies
- Provides coaching to branch representatives
- Prepares required modification worksheets and makes recommendations for management consideration
- Counsels' member and provides alternative recommendations should their request be denied
- Cross trained in Repo and Bankruptcy account handling
- Improves member satisfaction through solution-oriented communication
- Assists members with late fees, CPI, due date changes, Balance/CCCS, and deferment
- Assesses members financial situations to develop strategic financial planning solutions
- Grasps concepts quickly and adapts to system changes with ease
- Followed all company policies and procedures to deliver quality work
- Devised and implemented processes and procedures to streamline operations
Relationship Specialist II/Lead Teller II/Lead Teller I
VyStar Credit Union
07.2017 - 02.2021
- Completed quality assurance review of internal audits and procedures and took appropriate action to correct errors
- Trained and mentored new and/or existing colleagues on systems and member interaction gaps
- Maintained quality assurance over branch trainings and audits of cash drawer, vault, atm, TCR's and alarm system
- Collected new branch data, organized it into presentable format and tracked trends to share with management
- Researched and resolved all branch, high school branch, teller, and student intern outages
- Represented KPI for VIS, took weakest metric from branch dashboard created action plan to become strongest KPI
- Assisted members with deceased processing requests and necessary claim forms as applicable
- Completed core system updates to member information as well as account maintenance
- Appealed loan decisions on case-by-case basis to best help member and credit union
- Identified positive or negative trends that may impact member and suggest products accordingly
- Ensured success of other key departments through referrals in CRM portal
- Proactively took Member Assist Calls as needed to strengthen and enhance member experience
- Mentored 16 student interns on appropriate work behavior, schedules, financial literacy and expectations
- Executed daily and monthly branch GL balancing, including extra excel sheets to track cash flow and patterns
- Informed members of documents needed, and ancillary products offered to complete loan applications
- Organized, planned, hosted, and documented monthly and quarterly trainings on compliance and regulations
- Responsible for: check proofing, validating checks daily, and remaining compliant
- Cross-trained 13 Member Relationship Specialist on teller area policy and procedures
- Conducted training and mentored team members to promote productivity and commitment to VyStar Excellence
Education
Bachelor of Arts - Management
Flagler College
Saint Augustine, FL01.2013
Skills
- Quality Assurance
- Management collaboration
- Self Motivation
- Excellent Communication
- Time Management
- Multitasking
- Goal Setting
Accomplishments
- Notary Public in the State of Florida
- Aspiring Leaders Workshop December 2023-June 2024
- Voice of Employee Committee- February 2022-Current
- Future Fit Mentorship Program- 2022
- Aspiring Leaders Workshop February 2022
- Peer Mentoring and coaching workshop November 2022
Timeline
Consumer Loan Modification Specialist/Collector 1
VyStar Credit Union
02.2021 - Current
Relationship Specialist II/Lead Teller II/Lead Teller I
VyStar Credit Union
07.2017 - 02.2021
Bachelor of Arts - Management
Flagler College
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