Lige Rose

Financial professional with over 5 years in financial services, including 3.5 years in loan support, seeking a Loan Product Support Analyst role. Skilled in troubleshooting, IT collaboration, and member education to enhance user experience.

• Certified Credit Union Financial Counselor (CCUFC), 03/12/25, 03/12/28
• Idaho Insurance License (Producer - Individual), Licensed in Personal Lines (Auto/Home), Life, and Disability Insurance

Delivered exceptional member service, resolving loan issues with Net Promoter Score of 9+. Enhanced efficiency collaborating with IT on fintech initiatives like AI system training. Developed deep knowledge of loan products, advocating for members via feedback to improve functionality.

Customer Support & Issue Resolution

• Resolved inquiries for Auto/RV loans, HELOCs, Personal loans, Mortgages via phone, maintained Net Promoter Score of 9+.

Technical Troubleshooting & Collaboration

• Collaborated with IT to troubleshoot loan systems, escalated critical issues to product teams, provided feedback for AI training.
• Supported Loan Originations Software transition, reported issues to product owner, suggested enhancements to improve system functionality.

Product Knowledge & Financial Operations

• Researched, explained amortization, escrow changes, charge-offs, skip pays to members, with deep knowledge of Auto/RV loans, HELOCs, Mortgages.

Documentation & Process Improvement

• Created training guides for “Tips and Tricks” team, improving underwriting procedures.
• Initiated eServices staffing project, analyzed text/email volume to optimize member support workflows.

Customer Advocacy & Team Support

• Acted as advocate, provided feedback to product teams to enhance product functionality and user satisfaction. Supported team with best practices for loan servicing.