Lana Norgard
Sacramento,Ca
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Golden 1 Credit Union
12.2022 - 04.2024
- Handling incoming calls from members to help them with problems they are experiencing with their account
- Very high call volume with a need to be quick but thorough
- Enrolling new members
- Using all systems, including the credit card system, checking accounts, debit and credit cards, setting up their online bank accounts, automobile loans and personal loans
- Authenticating members to ensure that their accounts are secure and protected
- Setting up external transfers so that members can utilize all of their bank accounts within Golden 1.
Loan Processor
Golden 1 Credit Union
07.2015 - 11.2022
- Communicating with members about what documents are needed to finalize their home and auto loans.
- Verifying all auto loan packages meet Federal and State compliance standards. Ensuring that all home loans meet regulatory requirements.
- Develop and maintain relationships with personnel from multiple departments to help facilitate financial operations.
- Improved loan processing efficiency by streamlining documentation and communication procedures
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants
- Set up and completed loan submission packages
- Managed multiple loans simultaneously ensuring timely completion of each task assigned without compromising on compliance or quality standards
- Increased customer satisfaction with timely responses to inquiries and providing thorough explanations of loan processes
Skills
- Data Collection
- Information Security
- Account updating
- Call Management
- Client Relations
- Technical Support
- Customer Relations
- Computer Proficiency
- Conflict Resolution
- Product Promotion
- Account Management
- Process Optimization
- Prioritization
- Quality Assurance Controls
Timeline
Customer Service Representative
Golden 1 Credit Union
12.2022 - 04.2024
Loan Processor
Golden 1 Credit Union
07.2015 - 11.2022