Lindsay Coles
Rootstown,OH
Summary
Redesigned the MeridianLink queue structure to improve workflow efficiency, resulting in an 18% reduction in loan aging and enhanced pipeline visibility. Implemented standardized underwriting workflows to promote greater decision consistency and reduce processing variances across the team. Developed automated document mapping processes to minimize post-closing corrections and strengthen documentation accuracy. Led the successful transition to a centralized lending model across 16 branches, improving operational control and streamlining application flow. Additionally, created and implemented KPI tracking dashboards to monitor processor and underwriter productivity, supporting data-driven performance management and continuous process improvement.
Overview
2026
2026
years of professional experience
Work History
Centralized Lending Manager | MeridianLink Power A
717 Credit Union
Warren, OH
2024 - Current
- Serve as system administrator and subject matter expert for MeridianLink LOS.
- Create and maintain loan products, decision rules, and system parameters.
- Build and manage queues to support centralized processing workflows.
- Map documents and configure automated document generation.
- Maintain system fields, custom questions, and underwriting conditions.
- Partner with IT and MeridianLink support for system updates, integrations, and enhancements.
- Conduct system testing prior to product or workflow implementation.
- Develop training materials and provide system training to staff.
- Lead, coach, and develop a team of consumer loan processors and underwriters.
- Monitor pipeline activity to ensure service level agreements (SLAs) and turnaround times are met.
- Conduct quality control reviews to ensure underwriting accuracy and compliance.
- Establish productivity standards and performance metrics.
- Provide training and mentorship to support professional development.
- Collaborate with branch leadership to ensure seamless handoff and centralized workflow efficiency.
- Design, implement, and continuously improve centralized lending workflows.
- Ensure queue structure supports efficiency, accountability, and transparency.
- Maintain strong attention to detail in loan documentation, underwriting decisions, and funding processes.
- Identify bottlenecks and implement process improvements to enhance member experience.
- Oversee call attempt tracking and pipeline management standards.
Consumer Loan Processor
717 Credit Union
Warren, OH
09.2018 - 2024
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Worked with members via telephone to answer questions, process transactions, and resolve issues.
- Provided quick turnaround times to maintain fast-past schedule.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
- Utilized loan origination software to process and track loan applications.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Handled any conditions sent from underwriting departments.
Manager/Barista
Scribbles Coffee Co.
Kent, OH
11.2015 - 08.2018
- Served customers quickly and efficiently and created strategies to prevent delays.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Trained, scheduled, and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
- Maintained accurate inventory counts to meet customer demands and sustain operations.
- Managed scheduling, ordering and other back-of-house tasks to drive operations and maximize sales and profitability.
- Designed and adjusted work schedules to meet business demands.
- Motivated staff to perform at peak efficiency and quality.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
Small Business Co-Owner
Elks Kitchen
Ravenna, OH
01.2013 - 05.2015
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained new employees on proper protocols and customer service standards.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Assisted in recruiting, hiring and training of team members.
Education
High School Diploma -
Theodore Roosevelt High School
Kent, OHSkills
- Design, implement, and continuously improve centralized lending workflows
- Ensure queue structure supports efficiency, accountability, and transparency
- Maintain strong attention to detail in loan documentation, underwriting decisions, and funding processes
- Identify bottlenecks and implement process improvements to enhance member experience
- Oversee call attempt tracking and pipeline management standards
- Analytical and Critical Thinking
- Credit Union Operations
- Customer Interaction
Timeline
Consumer Loan Processor
717 Credit Union
09.2018 - 2024
Manager/Barista
Scribbles Coffee Co.
11.2015 - 08.2018
Small Business Co-Owner
Elks Kitchen
01.2013 - 05.2015
High School Diploma -
Theodore Roosevelt High School
Centralized Lending Manager | MeridianLink Power A
717 Credit Union
2024 - Current