Mikalyn Laaksonen
Dafter,MI
Summary
Knowledgeable and dedicated member service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating partnerships.
Overview
8
8
years of professional experience
Work History
Mortgage Loan Officer
Soo Co-op Credit Union
11.2022 - Current
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Explained different types of loans pertaining to client situations.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Checked loan documents for accuracy prior to closing.
- Reviewed loan files and updated to match current standards.
- Monitored pipelines to track and log status of loans.
- Developed and maintained relationships with customers, lenders and other third parties.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Compiled closing packages for drafting and presentation accuracy.
- Researched and updated industry knowledge on changing legislation and regulations.
Member Service Representative
Soo Co-op Credit Union
07.2021 - 11.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with opening, maintaining and closing of accounts
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Explained different types of loans pertaining to client situations.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Checked loan documents for accuracy prior to closing.
- Monitored pipelines to track and log status of loans.
- Developed and maintained relationships with customers, lenders and other third parties.
- Compiled closing packages for drafting and presentation accuracy.
- Assessed loan portfolios for compliance with underwriting policies.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Educated customers on online banking and mobile banking applications.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Monitored and verified suspicious activity on customer accounts.
- Trained new hires on customer service policies and procedures.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
Field Supervisor (Temporary Position)
US Census Bureau
07.2020 - 10.2020
- Established clear priorities and production quality standards.
- Collaborated with management, technical crew members and fellow supervisors to organize efficient operations and achieve demanding schedule targets.
- Conducted surveys and documented all responses.
- Gathered and submitted observational information in addition to required data points.
- Uploaded or transmitted data using secure protocols.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Outlined appropriate processes and procedures to fulfill and complete inquiries.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
Team Leader
Meijer
08.2016 - 03.2020
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Provided management with feedback regarding employee performance and training needs.
- Hired, trained and mentored staff to maximize effectiveness.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
Daycare Assistant
Susan Bybee
08.2015 - 08.2016
- Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions.
- Maintained effective schedule balance between rest periods, active play and instruction.
- Promoted learning and social development through structured and unstructured playtime.
- Monitored entrances and exits to maintain safety and organized environments.
- Planned and implemented crafts and other activities to spark interest and enhance development.
Education
High School Diploma -
Lapeer High School
Lapeer, MI05.2016
Skills
- Business planning
- Budgeting
- Team building
- Time management
- Attention to Detail
- Communication skills
- Financial Analysis
- Goal-Oriented
- Organizational Skills
- Networking Abilities
- Conflict Resolution
- Computer Proficiency
Accomplishments
- Customer Service - Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.Handled guest complaints, maintaining a positive dining experience for all rest.
Timeline
Mortgage Loan Officer
Soo Co-op Credit Union
11.2022 - Current
Member Service Representative
Soo Co-op Credit Union
07.2021 - 11.2022
Field Supervisor (Temporary Position)
US Census Bureau
07.2020 - 10.2020
Team Leader
Meijer
08.2016 - 03.2020
Daycare Assistant
Susan Bybee
08.2015 - 08.2016
High School Diploma -
Lapeer High School
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