Sophie Shepard

• Assisted customers in selecting appropriate loan products based on their financial needs and goals.
• Reviewed credit reports thoroughly before making lending decisions, ensuring that all relevant information was considered when assessing risk levels associated with a specific borrower profile.
• Maintained compliance with federal regulations, ensuring proper documentation and adherence to guidelines throughout the loan process.
• Participated in community events as a bank representative to build brand awareness and establish connections with potential clients.
• Managed pipeline of loans from origination to closing, ensuring timely completion of each step in the process.
• Developed strong relationships with clients, resulting in increased repeat business and referrals.
• Maintained strict confidentiality of bank records and client information.

• Managed daily data entry and kept clerical information accurate and up-to-date.
• Verified and submitted timekeeping information for accurate and efficient payroll processing.
• Managed physical records storage, ensuring proper labeling, organization, and safekeeping of essential documents.
• Improved file retrieval efficiency by maintaining an organized and up-to-date filing system.
• Added and updated records with current materials.

*All job duties listed under my role as Consumer Loan Officer at U.P. State Credit Union. No lapse in employment, credit union merger took place. At FECCCU, I was also the Account Specialist*

• Set up new customer accounts and updated existing profiles with latest information while following federal and internal policies.
• Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
• Reviewed alerts generated by transaction monitoring systems, ensuring accurate identification of suspicious activity.

*Transitioned from Customer Service Representative to Consumer Loan Officer once obtaining my bachelor's degree*

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Updated account information to maintain customer records.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Assisted customers in navigating company website and conducting online transactions.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.

• Executed document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
• Assisted with document scanning and imaging projects to support accurate file back-up.
• Sorted and classified documents into appropriate filing systems for increased traceability.