Lindy Kroell
Cincinnati
Summary
Experienced professional in the financial services industry with a solid work history. Recognized for a collaborative approach to teamwork and an ability to adapt seamlessly to business changes. Consistently exhibits accountability, exceptional problem-solving skills, and strong attention to detail. Focused on reliability and achieving positive outcomes, fully committed to delivering top-notch service of the highest quality.
Overview
30
30
years of professional experience
Work History
Consumer Credit Loan Specialist
Fifth Third Bank
05.2024 - Current
- Review and validate complex underwriting stipulations associated with home equity applications
- Enhance customer satisfaction levels with clear and accurate communication and timely follow-ups
- Efficiently move loan files through pipeline including updating files and all systems as work progresses through underwriting process
- Effectively manage time and resources to maintain productivity while ensuring attention to detail in every aspect of loan process
- Partner with internal departments to escalate and resolve issues and problems
- Work as a team with colleagues and retail partners to provide a positive experience for our customers
- Maintain compliance with industry regulations and company policies during entire loan process
Support Team Lead
Fifth Third Bank
09.2022 - 05.2024
- Acted as subject matter expert in Customer Solutions Department
- Ensured reporting standards were met and maintained
- Prioritized work and delegated tasks to ensure proper coverage of functions
- Oversaw productivity of the unit and reported to supervisors and/or manager any issues regarding work assigned
- Worked closely with supervisor to ensure that all business and customer needs were being met in a timely manner
- Responsible for training and developing employees with regards to staff functions and processes
- Performed other duties as assigned
Financial Guidance Counselor
Fifth Third Bank
10.2020 - 09.2022
- Active liaison between Consumer Credit Counseling companies and 5/3 customers, reviewed new proposals to confirm eligibility
- Balanced General Ledger and DDA, researched and processed adjustments as needed, maintained appropriate files, reports and other data
- Minimized potential losses on equity secured and unsecured loans by working with borrowers to resolve delinquency in accordance with departmental and legal guidelines, while ensuring company and investor goals
- Counseled and guided customers in order to achieve workout alternatives based upon customers' circumstances
- Proactively contacted customers to collect documents needed to underwrite applications for loan modifications
Multi-Stage Collector
Fifth Third Bank
10.2019 - 10.2020
- Contacted customers to resolve delinquency on mid to late stage credit cards and installment loans
- Utilized multiple systems to devise payment plans when applicable
- Assisted Mortgage and Auto Loan departments to help customers impacted by COVID-19 pandemic
- Followed all Fair Debt Collections Practices, industry regulations, laws, company policies and procedures
- Performed other duties as assigned by management
First Payment Default Specialist
Security National Automotive
10.2013 - 09.2019
- Identified and worked all potential and confirmed first payment defaults for resolution
- Contacted customers to resolve delinquent payments, assisted in establishing future recurring payments
- Provided detailed reporting to management on volume, issues, trends and results
Collections Representative
Security National Automotive Acceptance Company LLC
03.2009 - 10.2013
- Contacted customers to negotiate payment arrangements with objective of obtaining payment in full
- Evaluated and assessed customers' financial situations, documented files with reasons for delinquency
- Followed all Fair Debt Collections Practices, industry regulations, laws and company policies & procedures
Collections Representative
GE Money
02.1995 - 03.2009
- Performed appropriate collection on delinquent accounts, using strategies to achieve portfolio delinquency goals and loss objectives
- Assisted management in identifying opportunities for productivity and process improvements
- Maintained excellent relationships with internal and external groups who provided support or input to team
- Adhered to all bank card regulations, collections and compliance laws, policies and procedures
- Recipient of 5/3 Bank's Circle of Champions Award, Security National's annual Spotlight Award, Mission and Values Award, two-time winner of GE Bright Lights Award for outstanding contributions to the business
Education
Credit Hours - Business
Xavier University
Cincinnati, OHSkills
- Integrity and Dependability
- Teamwork and Collaboration
- Customer Support
- Attention to Detail
- Time Management
- Effective communication
Timeline
Consumer Credit Loan Specialist
Fifth Third Bank
05.2024 - Current
Support Team Lead
Fifth Third Bank
09.2022 - 05.2024
Financial Guidance Counselor
Fifth Third Bank
10.2020 - 09.2022
Multi-Stage Collector
Fifth Third Bank
10.2019 - 10.2020
First Payment Default Specialist
Security National Automotive
10.2013 - 09.2019
Collections Representative
Security National Automotive Acceptance Company LLC
03.2009 - 10.2013
Collections Representative
GE Money
02.1995 - 03.2009
Credit Hours - Business
Xavier University
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