Stephanie Nellon
Denham Springs,USA
Summary
With over 3 + years in monitoring multiple channels of member’s interactions, I have created multiple process improvements to enhance the member’s experience. I’m seeking the Member Experience Quality Assurance Supervisor role, where I can use my expertise to drive consistent, positive changes across the credit union.
Overview
20
20
years of professional experience
Work History
Member Experience Quality Assurance Specialist
Pelican State Credit Union
08.2021 - Current
- Monitor member’s interaction across multiple channels to ensure quality requirements are met
- Lead/Host listening sessions to drive positive process improvements across the credit union
- Provide timely feedback to agents through live monitored feedback, 1:1 coaching, and side by side
- Attend department/onboarding meetings
- Review survey interactions and provide leadership with detailed feedback
- Identify training needs and provide support
- Implement process improvements to ensure a seamless, and consistent member’s experience are met across all communication channels
- Follow the member’s experience from start to finish
- Ensure policy and procedures are followed and agents are in compliance with Pelican’s guidelines
- Collaborate with internal departments to bring consistency and resolve issues
- Analyze data to identify trends and areas for improvement
- Visit branch locations to ensure the member’s experience is consistent with other channels
Loan Support Specialist
Pelican State Credit Union
08.2020 - 08.2021
- Responsible for accurate and timely loan preparation of quality documents, centralized funding and quality control/audit functions for consumer loans
- Eliminates dealer/member fraud by ensuring proper and thorough verification is based on company’s regulatory policies and guidelines
- Resolve any discrepancies, and delays in closing by aiding in a quick and thorough turn around in documents verification
- Evaluates the overall quality of consumer loans through verifying the existence and accuracy of legal documentation, credit documentation, collateral evaluations, underwriting decisions, pricing decisions, income/employment and loan system records
- Crosstrain, assist, and support other job functions as needed to foster and sustain a strong team environment
Loan Funding Representative
Pelican State Credit Union
04.2019 - 07.2020
- Monitors a combined funding queue for document preparations
- Perform final audits of supporting loan documents to safeguard the credit union from losses
- Works closely with the MyBranch Lending agents to ensure quality, accurate, and timely loan funding
My Branch Lending Quality Analyst
Pelican State Credit Union
01.2016 - 03.2019
- Review loan approvals for the MyBranch Lending Department
- Audit loan packets for discrepancies before sending them to close
- Consistent follow-ups worked with the responsibility of collecting necessary documents before loan preparations
- Adhering to a thirty-minute time target to review loan approvals that were submitted by the MyBranch Lending Department
- Acting in accordance with Pelican State Credit Union’s
Lending Representative
Pelican State Credit Union
08.2012 - 12.2015
- Process loan applications
- Meet monthly lending goals
- Review credit reports with members
- Provide follow ups for loan applications
- Credit Life/Credit Disability sales
- Prepare documents for funding
Member Service Representative
Pelican State Credit Union
02.2008 - 07.2012
- Inquiries/ Merchant verification
- Make loan payments
- Provide financial advice
- Open new memberships
- Open certificates/ IRA
- Balance transfers
Customer Service Representative
Convergys
01.2006 - 02.2008
- Assist customers with billing issues
- Collect bill payments
- Verify account information
- Setup new accounts
Education
Bachelor of Arts - Political Science
Southern University
Baton Rouge, LA05.2005
Master of Human Resources - undefined
Strayer University
Alexandria, VA08.2018
Skills
- Detail-oriented
- Quality assurance
- Problem-solving skills
- Analytical thinking
- Team collaboration
- Decision-making
- Internal audits
Policy/Procedures/Underwriting Guidelines
Upselling additional products when opportunities persist
Timeline
Member Experience Quality Assurance Specialist
Pelican State Credit Union
08.2021 - Current
Loan Support Specialist
Pelican State Credit Union
08.2020 - 08.2021
Loan Funding Representative
Pelican State Credit Union
04.2019 - 07.2020
My Branch Lending Quality Analyst
Pelican State Credit Union
01.2016 - 03.2019
Lending Representative
Pelican State Credit Union
08.2012 - 12.2015
Member Service Representative
Pelican State Credit Union
02.2008 - 07.2012
Customer Service Representative
Convergys
01.2006 - 02.2008
Master of Human Resources - undefined
Strayer University
Bachelor of Arts - Political Science
Southern University
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