Marsha Biever
Santa Claus,IN
Summary
Proven Loan Officer with a track record of enhancing customer satisfaction through expert financial advising and meticulous documentation review at Hoosier Hills Credit Union. Adept at fostering client relationships and a team player, I excel in consumer lending and customer service, significantly contributing to branch sales goals and maintaining high service standards. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Loan Officer/Member Service Representative
Hoosier Hills Credit Union
Jasper, IN
09.2015 - Current
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Developed strong relationships with customers through high levels of customer service.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Ensured compliance with all federal and state regulations throughout the loan origination process.
- Cultivated lasting relationships with satisfied clients that led to repeat business as well as referrals from friends or family members.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Educated and engaged customers with new bank products and services.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
Assistant Manager
Spencer County Bank
Dale, IN
03.2010 - 09.2015
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Dental Assistant
Santa Claus Family Dentistry
Santa Claus, IN
03.2008 - 03.2010
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Sterilized rooms and prepped equipment and instruments for all procedures daily.
- Assisted dentists with complex procedures, ensuring optimal patient care and treatment outcomes.
- Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
- Prepared instruments and equipment for use in dental procedures, ensuring their availability when needed.
Teller
Spencer County Bank
Santa Claus, IN
01.2003 - 03.2008
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
Education
High School Diploma -
Heritage Hills High School
Lincoln City, IN05.1994
Skills
Documentation Review
Financial Advising
Credit History Review
Basic Mathematics
NMLS Registration
Customer service-focused
Consumer Lending
Team Player
Loans
Friendly
Customer Service
Attention to Detail
Reference
Jason Hagen
Meyer Distributing
Jasper, IN
812-639-3661
Jackie Schmitt
Huntingburg Machine Works
Huntingburg, IN
812-631-9398
Timeline
Loan Officer/Member Service Representative
Hoosier Hills Credit Union
09.2015 - Current
Assistant Manager
Spencer County Bank
03.2010 - 09.2015
Dental Assistant
Santa Claus Family Dentistry
03.2008 - 03.2010
Teller
Spencer County Bank
01.2003 - 03.2008
High School Diploma -
Heritage Hills High School