LUSHANDA NORWOOD
Winston-Salem,NC
Summary
Well-qualified client service representative, eager to expand horizons. Highly proficient in building lasting relationships with key decision makers, clients and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
13
13
years of professional experience
Work History
Retail Operations Support Specialist
Huntington National Bank
Winston-Salem, NC
12.2024 - Current
- Facilitates customer account openings, check orders, online banking setups, and additional teller transactions.
- Assists in the development of new processes to improve operational efficiency.
- Participates in weekly meetings with other departments to discuss ongoing projects and initiatives.
- Manage weekly systems' access service tickets for all new colleagues.
- Recently coached on performing branch cash, TCR, KCP log (keys, combos, pins), and cashier's checks audits.
Annuity Customer Service Representative
Penn Mutual Life Insurance
Horsham, PA
09.2023 - 11.2024
- Answer inbound calls to assist clients and financial advisors with contract inquiries, transactions, forms, and general information.
- Conduct research on complex customer requests utilizing available resources.
- Use proven techniques to de-escalate angry customers during telephone interactions.
- Monitor daily workflow activities ensuring that all tasks are completed accurately and efficiently.
Consumer Real Estate Funding Specialist I
Truliant Federal Credit Union
Winston Salem, NC
01.2023 - 05.2023
- Validated home equity loan documents after closing to ensure accuracy and completion.
- Funded loans (Land, HELOCs and closed end Home Equity)
- Processed and disbursed checks for payoff and debt consolidation to creditors on behalf of members
- Managed the filing and imaging of deeds of trust and other closing documentation, while also facilitating necessary recordation
Deposit Administration Support Specialist
Truliant Federal Credit Union
Winston Salem, NC
02.2013 - 01.2023
- Utilized the Diebold Capturenet eSystem to verify Smart ATM check deposits with precision.
- Executed manual processing of online banking bill-pays, mail-in deposits/payments, and auto loan and home equity payoffs
- Responded to requests from Social Services and other government/financial service agencies to complete member asset verifications.
- Provided support to call center agents by fulfilling ticket requests and sending out paperwork for new accounts.
- Managed gift/travel card inventory for branch audits and fulfilled plastic requests
Member Contact Center Representative
Truliant Federal Credit Union
Winston Salem, NC
07.2012 - 02.2013
- Handled inbound calls from Truliant members, addressing inquiries about personal/business accounts
- Provided education to members while also increasing account and membership openings
- Performed various teller transactions including loan payments and account transfers
- Aided in the implementation of new online banking registrations as part of a system conversion.
Education
Associate of Arts - Health Care Administration
UNIVERSITY OF PHOENIX
Phoenix, AZ06-2011
Skills
- Paperwork Processing
- Customer Service-Oriented
- Administrative Support
- Quality Control
- Data Entry
- Proofreading
- Problem-solving abilities
- Highly adaptable
- Ability to take initiative and work independently
- Exceptional verbal and written communication skills
- Financial Acumen
- AR/AP
- Rapid 10-key data entry
- Strong sense of banking ethics
Timeline
Retail Operations Support Specialist
Huntington National Bank
12.2024 - Current
Annuity Customer Service Representative
Penn Mutual Life Insurance
09.2023 - 11.2024
Consumer Real Estate Funding Specialist I
Truliant Federal Credit Union
01.2023 - 05.2023
Deposit Administration Support Specialist
Truliant Federal Credit Union
02.2013 - 01.2023
Member Contact Center Representative
Truliant Federal Credit Union
07.2012 - 02.2013
Associate of Arts - Health Care Administration
UNIVERSITY OF PHOENIX
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