Rhonda Rushton
Spencerport
Summary
Accomplished professional with a robust background at ESL Federal Credit Union, excelling in credit analysis and customer service. Demonstrated leadership in enhancing customer satisfaction and exceeding call targets. Skilled in effective communication and prioritization, ensuring efficient resolution of member issues and driving sales through insightful product recommendations.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Loan Payment Solutions Representative
ESL Federal Credit Union
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.
Telephone Banker
ESL Federal Credit Union
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
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
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
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 and sales
- Staff supervision and leadership
- Dynamic communicator with excellent organizational skills
- Strong prioritization skills
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
Similar Profiles
Ryan LeblondRyan Leblond
Manager, Fraud Prevention & Investigation at ESL Federal Credit UnionManager, Fraud Prevention & Investigation at ESL Federal Credit Union
Rhonda RushtonRhonda Rushton
Loan Payment Solutions Representative at ESL Federal Credit UnionLoan Payment Solutions Representative at ESL Federal Credit Union
Benjamin SargentBenjamin Sargent
Student Intern at ESL Federal Credit UnionStudent Intern at ESL Federal Credit Union