LIBBY OGDEN
Merrick Bank
Riverton,UT
1
Certification
15
years of professional experience
Detail-oriented Loan Processor with six years of experience in collections, customer service, and support. Proven track record in leading teams and delivering effective solutions to clients. Committed to enhancing skills and driving success within a collaborative environment.
Work History
Loan Administration Manager
5 Years 8 Months- Led loan administration team to enhance processing efficiency and accuracy.
- Developed and implemented streamlined workflows for loan documentation review.
- Managed compliance with regulatory requirements and internal policies.
- Trained staff on best practices in loan processing and customer service standards.
- Analyzed loan performance metrics to identify areas for improvement and optimization.
- Coordinated cross-departmental initiatives to improve operational effectiveness and client satisfaction.
Loan Servicing Specialist
10 Years 9 Months- Processed daily reports and managed inbound calls on past due accounts, addressing customer inquiries, posting payments, and making necessary account changes. Prepared accounts for repossession and temporarily fulfilled Loan Servicing Supervisor duties during vacancy.
- Reviewed customer accounts to determine their status and eligibility for further action. and recommended appropriate action with customers' accounts.
- Provided guidance and support to employees and customers regarding account management. other employees and customers.
- Tactfully resolved challenging situations professionally and calmly in a firm but friendly manner.
Customer Service / Billing
3 Years 9 Months- My duties included answering phones and informing customers of their account balance, reviewing the billing process, and entering payments. I was required to quickly learn company processes and perform those processes in an efficient and timely manner. I also participated in team Supervisor calls.
- Flourished in a high volume, fast-paced environment
- Operating a multi-line phone system
- Educating callers on LA Metro products
Collections / Customer Service
2 Months- Answered phones to resolve customer inquiries, processed payments, and addressed billing issues to enhance customer satisfaction.
- Enhanced skills in resolving customer conflicts during interactions
- Achieved collection targets through effective communication and follow-up
- Executed processing of payday loan applications to ensure timely approvals
Front Office / Collections
9 Months- Answered multi-phone system, managed collection accounts, and resolved customer complaints.
- Scheduled appointments for clients to ensure timely service.
- Managed payment transactions and resolved billing issues.
- Liaised with insurance companies to verify coverage and claims.
- Streamlined processes to reduce waste and improve overall productivity across departments.
- Led billing department, ensuring timely and accurate invoicing processes.
- Developed and implemented billing procedures to enhance efficiency and reduce errors.
- Trained staff on billing software and compliance standards, fostering team competency.
- Oversaw monthly reconciliations, ensuring alignment with financial records and minimizing discrepancies.
Education
No Degree
GED
Skills
Exceptional workflow management
Loan service auditing
Creative problem solver
Regulatory compliance
Exceptional communication skills
Team leadership
Adhere to customer service procedures
Loan servicing
Conflict resolution
Operational efficiency
Documentation review
Payment processing
Loan modifications
Loan restructuring
Loan portfolio management
Teamwork and collaboration
Customer service
Problem-solving
Time management
Attention to detail
Leadership skills
Multitasking
Certification
- notary License - [Timeframe]
Timeline
Loan Administration Manager
Merrick Bank
12.2020 - CurrentRead More
Loan Servicing Specialist
Merrick Bank
11.2015 - CurrentRead More
Customer Service / Billing
LA Metro Express
01.2013 - 10.2016Read More
Collections / Customer Service
Yessio
10.2012 - 12.2012Read More
Front Office / Collections
Seely Dental Care
01.2012 - 10.2012Read More
Salt Lake Community College
No Degree
Read More
Alta High School
GED
Read More