Tasha Bush
Virginia Beach,VA
Summary
Results-oriented financial services professional with over ten years of experience in diverse and fast-paced environments. Demonstrated ability to provide education and professionalism to ensure a positive financial experience. Passionate team player.
Overview
13
13
years of professional experience
Work History
Financial Services Representative
Langley Federal Credit Union
Virginia Beach, United States
10.2022 - Current
- Demonstrated proficiency in selling financial products and services using a proactive consultative approach that surpassed member expectations through outbound calling, fostering relationships, or engaging in person.
- Process new accounts, additional share types, loan products, and services, including personal, auto, home equity line of credit, and credit cards, ensuring compliance with federal regulations and credit union policies and procedures.
- Assisted in various capacities on the Teller line after completing cross-training program.
- Assisted with online and telephone banking tasks such as enrollment, education, troubleshooting, and password/security resets.
- Effectively utilized Customer Relationship Management (CRM) and Document Management System tools to document all member communications and subsequent actions taken.
- Provided consistent focus as a front-line deterrent against fraud and theft, protecting members and the Credit Union.
- Worked at other branch locations as needed.
- Collaborated effectively with peers, leadership and members to identify key business areas for growth enabling enhanced customer retention.
- Achieved Top Langley Ambassador company recognition 4 times by contributing high standards of execution of the company's mission statement.
Notary Public
Freelance Notary Public
Virginia Beach, VA
09.2021 - Current
- Prepared and notarized legal documents such as deeds, mortgages, contracts, affidavits, and powers of attorney.
- Attested to the authenticity of signatures on official documents.
- Followed state laws regarding proper completion of notarial acts.
Complaint Management Specialist
The Money Source
Phoenix, AZ
03.2021 - 10.2021
- Facilitated resolution of customer inquiries and complaints through root cause analysis and complaint mitigation techniques and managed a system to track customer complaints from initial inquiry to dispute resolution.
- Researched and responded to mortgage inquiries or complaints from consumers, for the Better Business Bureau, and the Consumer Financial Protection Bureau both orally and in writing
- Ran reports for senior leadership and met monthly to discuss trends in mortgage servicing consumer complaints and inquiries, and provided feedback regarding resolution efforts utilizing state and federal servicing guidelines. This resulted in a direct process to rapidly address consumers' needs, leading to higher consumer satisfaction rates.
Mortgage Resolution Specialist II
LoanCare Service Link
12.2011 - 03.2021
- Performed thorough root cause analysis of mortgage loan servicing concerns and inquiries involving various departments, ensuring compliance with regulations, and providing personalized written responses to consumer complaints filed with the BBB and CFPB.
- Documented decisions, actions taken, and communicated correspondences effectively to maintain a 2-day average resolution time for high-risk cases, and adhered to state and federal responses within regulatory guidelines.
- Successfully initiated resolutions for a large pipeline of high-risk cases, while working in a fast-paced environment.
- Enhanced performance by addressing underlying issues.
- Successfully brought new team members up to speed on department duties, projects, and management requests.
- Recognized with multiple awards for consistently demonstrating a customer-centric and teamwork driven culture mindset.
Education
Political Science -
Norfolk State University
Norfolk, VirginiaSkills
- Financial Services
- Mortgage Servicing
- Loan Applications
- Customer Relationship Management
- Certificates of deposit
- Debt management
- Types 70wpm
- Multi-Cultural Experience
- Exercises initiative and good judgement
- Professional and friendly demeanor
System Skills
- (Office) MS Office (Excel, Word, Powerpoint, Outlook), Zoom,
- (Mortgage)- Mortgage Servicing Platform (MSP), LoanSphere, WebDirect, SIMI,Venture
- (Banking)-Epysis, Meridian, SalesForce, OnBase, OneNote
Projects
Break The Debt Cycle, Langley Federal Credit Union
References
References available upon request.
Timeline
Financial Services Representative
Langley Federal Credit Union
10.2022 - Current
Notary Public
Freelance Notary Public
09.2021 - Current
Complaint Management Specialist
The Money Source
03.2021 - 10.2021
Mortgage Resolution Specialist II
LoanCare Service Link
12.2011 - 03.2021
Political Science -
Norfolk State University
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