Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

LB LAUREN BAKER

Summary

Pursues opportunities to build connections, as evidenced by the past 6 years with Veridian Credit Union. Seeking position that leverages my strengths while providing new learning opportunities.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Pro Shop Attendant

South Hills Golf Course
02.2025 - Current
  • Wrote order supply requests to replenish merchandise.
  • Assisted in merchandising by creating new, interesting and visually pleasing displays within the store.
  • Operated cash register to accept cash, credit card and gift car payments.
  • Stocked inventory on sales floor to boost sales and meet company demands.
  • Bartend and beer cart in the club house and on the golf course.

Veridian Fiscal Solutions Representative

Veridian Fiscal Solutions
05.2024 - 02.2025
  • Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

Credit Consultant I - Loans

Veridian Credit Union
08.2022 - 05.2024
  • Knowledgeable of early stage collection processes and procedures on all loan types.
  • Working with members by phone regarding deliquency to determine reason for default. Offering financial counseling when needed.
  • Negotiate payment arrangements to build positive relationships and maintain financial security for the credit union.
  • Prepare and send legally required notices in accordance with state specific regulations and established credit collection policies and procedures.
  • Assist other credit union departments with collection and lending questions and corrections.
  • Responsible for ensuring various daily, weekly, and monthly delinquency reports are completed in a timely manner.
  • Assist with Account Resolution hotline calls and taking appropriate action to resolve member needs.
  • Establish new business member relationships, cross-sell appropriate products and services.
  • Knowledgeable in documentation required for sole proprietors, DBAs, LLCs, Partnerships, Corporations, etc. including assisting members with Secretary of State Requirements.
  • Manage business member inquiries through various channels, including face to face interactions, phone calls, email and web services, etc.
  • Manage and update accounts for accuracy.
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Learned internal systems and related service role duties to provide skilled team backup in handling member demands.
  • Trained and directed new employees in call script use, conflict resolution and data entry practices to boost member satisfaction ratings.
  • Researched and rapidly resolved member conflicts to maintain key accounts.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Helped large volumes of customers every day with positive attitude and focus on customer satisfaction.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with Loan Officers to provide timely, accurate services for clients throughout entire mortgage process.
  • Uphold complete confidentiality of all submitted information according to release guidelines.
  • Completed denial and cancellation procedures on applicable files.
  • Communicated with originator and applicant concerning progress of loan file.
  • Oversaw file input in mortgage software and grant-specific software.
  • Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
  • Educated customers on use of banking website and mobile apps.
  • Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
  • Resolved concerns with products or services to help with retention and drive sales.

Commercial Service Representative

Veridian Credit Union
04.2022 - 08.2022
  • Establish new business member relationships, cross-sell appropriate products and services.
  • Knowledgeable in documentation required for sole proprietors, DBAs, LLCs, Partnerships, Corporations,
  • etc. including assisting members with Secretary of State Requirements.
  • Manage business member inquiries through various channels, including face to face interactions, phone
  • calls, email and web services, etc.
  • Manage and update accounts for accuracy.

Member Service Representative

Veridian Credit Union
06.2021 - 03.2022
  • Maintained updated knowledge of internal processes and industry best practices to optimize service
  • delivery.
  • member demands.
  • Learned internal systems and related service role duties to provide skilled team backup in handling
  • Trained and directed new employees in call script use, conflict resolution and data entry practices to
  • boost member satisfaction ratings.
  • Researched and rapidly resolved member conflicts to maintain key accounts.
  • Assisted members with correcting account, service, and system issues by educating on required forms
  • and technical processes.
  • Helped large volumes of customers every day with positive attitude and focus on customer satisfaction.
  • Educated customers about billing, payment processing and support policies and procedures.

Mortgage Loan Processor Assistant

Veridian Credit Union
08.2020 - 05.2021
  • Collaborated with Loan Officers to provide timely, accurate services for clients throughout entire
  • mortgage process.
  • Upheld complete confidentiality of all submitted information according to release guidelines.
  • Completed denial and cancellation procedures on applicable files.
  • Communicated with originator and applicant concerning progress of loan file.
  • Oversaw file input in mortgage software and grant-specific software.

Teller Service Representative

Veridian Credit Union
01.2019 - 05.2021
  • Answered customer inquiries regarding account balances, transaction history, services charges and
  • interest rates.
  • Educated customers on use of banking website and mobile apps.
  • Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
  • Resolved concerns with products or services to help with retention and drive sales.

Pro Shop Attendant

South Hills Golf Course
05.2018 - 12.2018
  • Wrote order supply requests to replenish merchandise.
  • Assisted in merchandising by creating new, interesting and visually pleasing displays within the store.
  • Operated cash register to accept cash, credit card and gift car payments.
  • Stocked inventory on sales floor to boost sales and meet company demands.

Education

AA - Hospitality Management

Hawkeye Community College
Waterloo, IA
05.2020

Skills

  • Problem-Solving
  • Team building
  • Attention to Detail
  • Member Relations
  • Proficient in DNA
  • Proficient in Fiserv
  • Proficient in Nautilus
  • Proficient in Cadence
  • Proficient in Microsoft Word
  • Proficient in Power Point
  • Proficient in Excel
  • Proficient in Temenos
  • Multitasking
  • Public Speaking
  • Organization
  • Interpersonal Skills
  • Knowledgeable of early stage collection processes and procedures on all loan types

Certification

  • Notary Public, 06/01/22
  • Western Union Certified, 01/01/19
  • Wire Certified, 01/01/19

Timeline

Pro Shop Attendant

South Hills Golf Course
02.2025 - Current

Veridian Fiscal Solutions Representative

Veridian Fiscal Solutions
05.2024 - 02.2025

Credit Consultant I - Loans

Veridian Credit Union
08.2022 - 05.2024

Commercial Service Representative

Veridian Credit Union
04.2022 - 08.2022

Member Service Representative

Veridian Credit Union
06.2021 - 03.2022

Mortgage Loan Processor Assistant

Veridian Credit Union
08.2020 - 05.2021

Teller Service Representative

Veridian Credit Union
01.2019 - 05.2021

Pro Shop Attendant

South Hills Golf Course
05.2018 - 12.2018

AA - Hospitality Management

Hawkeye Community College

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LB LAUREN BAKER