Michael Hepburn
Schertz,TX
Summary
Advanced Senior Loan Officer experienced in enhancing team productivity through effective communication, training, and coaching. Delivered process improvements and maintained compliance while fostering a positive culture of continuous learning and strong relationships. Focused on creating operational flow that enhances member experiences and supports organizational success.
Overview
19
19
years of professional experience
Work History
Senior Loan Officer
RBFCU
Live Oak, TX
03.2022 - Current
- Executed job duties efficiently and proactively, contributing to smooth team operations.
- Pulled VBCs and cleared rejected items to ensure uninterrupted operational flow.
- Refreshed agents on challenging duties to ensure compliance and performance.
- Trained new and current employees, fostering skill development and efficiency.
- Handled escalations with a focus on member satisfaction and effective resolution.
- Assisted management with projects and process improvements, driving team success.
- Addressed colleagues' questions, concerns, and escalations promptly, facilitating effective team communication.
- Supervised all team members regarding inquiries in Genesys, team chats and escalated member interactions.
E-Lending Specialist
RBFCU
Live Oak , TX
11.2019 - 03.2022
- Maintaining and updating applications.
- Contributed to team success by assisting colleagues.
- Assisting with projects
- Maintaining all goals on my scorecard.
- Sending out email notifications, secure messages and chats.
Consumer Lending Specialist
RBFCU
Live Oak , TX
10.2017 - 11.2019
- Ensured high-quality member service during calls.
- Supported team leads in managing daily operations.
- Achieved sales goals through effective communication and customer engagement.
Operations Specialist
JP Morgan Chase
San Antonio , TX
01.2013 - 08.2017
- Serviced customer needs effectively, even in high-stress situations.
- Contributed to policy procedures and critical error teams to enhance operational standards.
- Coached peers on adherence to protocols and efficient handling of time management issues.
- Assisted with team lead duties to support project execution and team alignment.
- Managed and developed projects and business tools to streamline operations.
- Mentored new hires across all teams on business procedures, etiquette, and essential job functions.
Key Associate
Academy Sports and Outdoors
Selma , TX
08.2007 - 01.2013
- Opened store efficiently, ensuring a welcoming environment for customers.
- Supervised cashiers to enhance team performance and customer satisfaction.
- Managed loss prevention efforts and handled damaged goods effectively.
- Developed partnerships with interdepartmental teams to improve service delivery.
Education
Bachelor of Arts - Sociology
Texas A&M San Antonio
San Antonio, TX12-2011
Skills
- Consumer lending
- Financial services
- Compliance expertise
- Application preparation
- Process improvement
- Team leadership
- Training and development
- Time management
- Organizational mastery
- Attention to detail
- Decisive decision-making
- Problem solving
- Effective communication
- Conflict resolution
- Active Listening
- Continuous learning
- Team player
Accomplishments
E-Lending Elite agent for January for best scorecard, best fellow agent and best member success story
Timeline
Senior Loan Officer
RBFCU
03.2022 - Current
E-Lending Specialist
RBFCU
11.2019 - 03.2022
Consumer Lending Specialist
RBFCU
10.2017 - 11.2019
Operations Specialist
JP Morgan Chase
01.2013 - 08.2017
Key Associate
Academy Sports and Outdoors
08.2007 - 01.2013
Bachelor of Arts - Sociology
Texas A&M San Antonio