Pauline Hennigan
EDDINGTON,ME
Summary
Self-motivated and detail-oriented Customer service representative and Consumer Loan Underwriter with special talent for building strong rapport and dynamic business relationships. Effective communicator with over 30 years of experience successfully managing several projects simultaneously while executing performance well under pressure.
Overview
30
30
years of professional experience
Work History
Consumer Loan Underwriter
Workers Federal Credit Union
09.2018 - 10.2023
- Improved loan approval efficiency by streamlining underwriting processes and implementing automated tools.
- Reduced risk exposure for the company through thorough analysis of borrowers'' credit history, income, and collateral capabilities.
- Ensured compliance with federal and state lending regulations by conducting regular audits on loan files and documentation.
- Continuously updated knowledge on industry trends and changes in regulatory requirements, ensuring accurate decision-making in line with current best practices.
Lending Specialist
Central One Federal Credit Union
07.2012 - 08.2018
- Enhanced loan application approval rates by conducting thorough credit analyses and evaluating borrower''s financial status.
- Streamlined the lending process for clients, guiding them through document preparation and submission requirements.
- Improved customer satisfaction by delivering personalized loan consultation services tailored to individual financial needs.
- Answer calls on the New Business Sales line in the Member Support Center (MSC), taking new consumer loan and home equity applications.
- Conduct home equity and consumer loan interviews, explaining various loan products and requirements, as needed. Underwrite consumer and indirect loans within approved guidelines.
Consumer Lending Team Leader
Digital Federal Credit Union
06.2001 - 07.2010
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Built strong relationships with members and indirect dealers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Information Center Specialist Team Leader
Digital Federal Credit Union
05.1995 - 06.2001
- Enhanced customer satisfaction by providing accurate and timely information on company products and services.
- Streamlined information retrieval processes, resulting in faster response times for client inquiries.
- Provided support to colleagues during periods of high call volume, maintaining exceptional service quality.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
Teller
Digital Federal Credit Union
08.1993 - 05.1995
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
Education
High School Diploma -
Nashoba Regional
Bolton, MASkills
- Customer Relationship Development
- Underwriting Guidelines
- Decision Making
- Attention to Detail
- Computer Proficiency
- Interpersonal Skills
- Problem Solving
Timeline
Consumer Loan Underwriter
Workers Federal Credit Union
09.2018 - 10.2023
Lending Specialist
Central One Federal Credit Union
07.2012 - 08.2018
Consumer Lending Team Leader
Digital Federal Credit Union
06.2001 - 07.2010
Information Center Specialist Team Leader
Digital Federal Credit Union
05.1995 - 06.2001
Teller
Digital Federal Credit Union
08.1993 - 05.1995
High School Diploma -
Nashoba Regional
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