Pauline Hennigan
EDDINGTON
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. Skilled Loan Underwriter with comprehensive knowledge in credit and risk assessment, financial analysis, and regulatory compliance. Possess strong critical thinking skills for making sound decisions based on detailed review of complex financial data. Previous roles highlighted the ability to increase efficiency and accuracy in loan underwriting processes, demonstrating a keen understanding of industry standards and guidelines. Known for maintaining high level of integrity and professionalism, while contributing to team success through collaborative problem solving.
Overview
32
32
years of professional experience
Work History
Credit Resolution Specialist
Maine Savings Federal Credit Union
Hampden
04.2025 - Current
- Resolved complex issues that arose during the collections process.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Contacted customers with delinquent accounts to solicit payment.
- Prepared and sent out demand letters and collection notices to delinquent accounts.
- Assisted in the development of strategies to improve collections process efficiency.
Consumer Loan Underwriter
Workers Federal Credit Union
Littleton
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 management
- Underwriting expertise
- Decision-making skills
- Attention to detail
- Computer proficiency
- Interpersonal communication
- Problem-solving abilities
- Credit analysis
- Regulatory compliance
- Loan underwriting
- Risk assessment
- Process improvement
- Team leadership
- Multitasking Abilities
- Critical thinking
- Excellent communication
- Team building
Timeline
Credit Resolution Specialist
Maine Savings Federal Credit Union
04.2025 - Current
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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