Rhonda Rushton
Spencerport,NY
Summary
Accomplished credit analyst with a proven track record at ESL Federal Credit Union, specializing in customer service excellence and comprehensive credit analysis. Recognized for enhancing customer satisfaction and consistently surpassing call targets. Expertise in effective communication and prioritization drives prompt resolution of member issues while boosting sales through strategic product recommendations. Career aspirations include leveraging analytical skills to further enhance member engagement and operational efficiency.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Loan Payment Solutions Representative
ESL Federal Credit Union
Rochester, NY
10.2004 - 08.2024
- Provide strong communication with existing customers by delivering exceptional service and ongoing support as needed
- Provide phone support for members looking for loan payment and assistance solutions
- Answered customer questions about billing, account issues and payment possibilities
- Collaborated with internal departments to troubleshoot issues and provide effective resolutions for members
- Conducted thorough analyses of member needs to ensure an effective solution
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings
- Enhanced customer satisfaction ratings by resolving issues efficiently
- Handled consumer loan products (personal, auto, HELOC, debt consolidation, credit lines, mortgages, bankruptcies).
Telephone Banker
ESL Federal Credit Union
Rochester, NY
01.2004 - 10.2004
- Handled incoming telephone calls to support member banking requests
- Helped customers complete online banking services and assist in product education
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support
- Helped customers interested in specific banking products
- Convert inbound and outbound calls to sales by providing products meeting member needs
- Maintain and service existing member base
- Consistently exceeding monthly call targets and goals
Senior Research Specialist
Charter One Auto Finance
Rochester, NY
07.1999 - 10.2004
- Chosen to launch new research department
- Handle all aspects of disability / life insurance claims and collision check verification / endorsement
- Conduct research and problem resolution in accounting, collections, recoveries and customer service departments
- Provide daily assistance, support and training to customer service staff ensuring compliance with company procedures and federal regulations
Senior Customer Service Representative
Charter One Auto Finance
Rochester, NY
07.1996 - 07.1999
- Provide customer service for all consumer loans (auto, personal, home improvement, mobile home) and home equity lines of credit
Senior Loan Officer
Charter One Auto Finance
Rochester, NY
05.1993 - 07.1996
- Counseled 4000+ delinquent consumer loan and auto lease customers
- Evaluated account status ascertaining the need for repossession, charge-off or legal action
- Analysis of existing loans for refinance potential
- Facilitated training for new staff members
Education
Associate of Applied Science - Legal Science And Business
Monroe Community College
Rochester, NY06.1985
Skills
- Credit analysis
- Collection
- Customer service
- Research
- Sales
- Staff supervision
- Leadership
- Dynamic communicator
- Organizational skills
- Prioritization skills
- Systems worked with - Evolve, PSCU, Temenos, DNA, Authorize Net, Credit Counsel, Ultipro
Certification
Consumer Lending Certificate, American Institution of Banking, 10/1996
Timeline
Loan Payment Solutions Representative
ESL Federal Credit Union
10.2004 - 08.2024
Telephone Banker
ESL Federal Credit Union
01.2004 - 10.2004
Senior Research Specialist
Charter One Auto Finance
07.1999 - 10.2004
Senior Customer Service Representative
Charter One Auto Finance
07.1996 - 07.1999
Senior Loan Officer
Charter One Auto Finance
05.1993 - 07.1996
Consumer Lending Certificate, American Institution of Banking, 10/1996
Associate of Applied Science - Legal Science And Business
Monroe Community College
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