LaWanda Carey
Summary
Results-oriented professional prepared for account support role with strong track record in client management and process optimization. Proven ability to collaborate with teams and adapt to evolving business needs, ensuring high client satisfaction. Known for effective problem-solving and strategic planning skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Contact Center Account Consultant I
Virginia Credit Union
Richmond, VA
05.2026 - Current
- Manage over 90 incoming calls per day from members handling comprehensive financial transactions, including transfers, withdrawals, and loan payments through credit lines. Oversaw check order processing via telephone and facilitated credit card payment procedures. Supported customer needs by efficiently handling various payment methods, enhancing service quality.
- Supported members in navigating transfer program payroll deductions, establishing direct deposits, processing stop payments, and addressing SuperCheck and credit card inquiries.
- Promoted credit union offerings by aligning product and service recommendations with departmental objectives and member requirements. Handle member inquiries and solves problems.
- Completed mandatory ongoing training initiatives to ensure compliance with BSA, OFAC, and information security standards.
- Streamlined processing of member requests utilizing QuickAssist, Dealertrack, AffinityEdge, AppEnhancer, and additional systems.
Client Service Advocate
CFP Board of Standards
Washington DC
01.2020 - 09.2025
- Guided candidates through exam registration and initial certification requirements.
- Managed high call volumes to support candidates in advancing through certification processes.
- Developed personalized follow-up plans to motivate candidates who delayed certification steps.
- Reported on outreach activities and candidate progress towards certification goals.
- Attended mandatory training sessions to remain informed on product and policy updates.
- Contributed to special projects across departments as approved by supervisor.
- Executed additional assigned duties to support team objectives.
Title Processor
Ekko Title
Fredericksburg, VA
01.2020 - 12.2020
- Reviewed title documents for accuracy and compliance with state regulations.
- Coordinated transactions among lenders, real estate agents, and clients to ensure smooth processes.
- Managed title searches utilizing specialized software for timely information delivery.
- Prepared closing statements summarizing transaction costs for distribution to involved parties.
- Implemented process improvements that increased workflow efficiency and reduced turnaround times.
- Analyzed complex title issues, providing strategic solutions to mitigate risks during closings.
- Conducted quality control reviews on processed titles prior to release.
- Verified identities of parties through background checks before closing transactions.
Mortgage Loan Specialist II
SunTrust Mortgage, Inc
Glen Allen, Virginia
10.2006 - 01.2020
- Supported 25-member underwriting team in operations, procedures, and policy endorsements.
- Ensured accuracy and compliance of customer documents through detailed financial analysis.
- Reviewed financial statements, credit reports, and supporting documentation for acceptability.
- Maintained monthly activity log for incoming loans to facilitate underwriters' review.
- Computed rates and premiums for policies, compiling necessary declarations and forms.
- Managed optional endorsements to finalize comprehensive policy documentation.
Education
Bachelor's degree - Business Administration And Management
Virginia Commonwealth University
VA05-2004
High school diploma - Business
Rappahannock High School
VA06-2000
Skills
- Analytical thinking
- Interpersonal communication
- Case management and client relations
- Effective negotiation
- Document review and filing
- Microsoft Office and iWork proficiency
- Qualia expertise
- Problem-solving skills
- Legal document drafting
Certification
- Virginia Certified Title Settlement Agent (VCTSA)
- Notary Public of Commonwealth of Virginia
- Virginia Real Estate License
- Maryland Real Estate License
Timeline
Contact Center Account Consultant I
Virginia Credit Union
05.2026 - Current
Client Service Advocate
CFP Board of Standards
01.2020 - 09.2025
Title Processor
Ekko Title
01.2020 - 12.2020
Mortgage Loan Specialist II
SunTrust Mortgage, Inc
10.2006 - 01.2020
High school diploma - Business
Rappahannock High School
Bachelor's degree - Business Administration And Management
Virginia Commonwealth University