Jeannette M. McLaughlin

Bloomfield Hills, MI (C) 810-***-**** acwep4@r.postjobfree.com

Professional Summary

Lending Supervisor offering vast knowledge of lending regulations and compliance procedures. Dedicated to maintaining professionalism and integrity. Driven credit union professional effective at maximizing member service opportunities while exceeding individual performance goals. Loan Counselor skilled at working independently under tight deadlines. Trained in management leadership and member service. Loan Officer with a unique set of solutions for every problem. Creative in decision making, while careful in taking conservative risks to increase sales and member retention. Talents shine in a competitive, innovative, and creative environment. Skilled in designing strategies to increase sales, member retention, and member base.

Skills

Goal-oriented

Self-sufficient

Positive Attitude

Team Player / Adaptive

Superior organization skills

Excellent work ethic

Strong team builder

Effective problem solver

Effective work-flow management

Process improvement specialist

Marketing savvy

Resourceful

Committed to maintain data integrity

Practices due diligence

Credit analysis aptitude

NMLS registered

Strong communication skills

Approachable

Work History

Production Support Processing Supervisor for Retail Mortgages, 04/2015 to 06/2016

Towne Mortgage Company dba AmeriCU Mortgage - Troy, MI

Run a team of 7 Mortgage processors in two states for loan officers in 14 states with production averaging 150+ closed loans per month and $35 million plus in loan dollars

Retail loan programs consisted of: Conventional Fannie and Freddie, VA, VA IRRL, FHA, FHA 203k, FHA Streamline, and RD or USDA loans

Evaluate, maintain, and demonstrate service level expectations for department to match company expectations

Work cross functionally within organization to meet and exceed borrower and referral sources

needs and expectations to close loans timely

Train and develop team members to perform in positions satisfactorily and independently

Work with third party vendors to ensure timely delivery of services requested for on time closings

Junior Underwriting

Member Service Center Supervisor, 03/2013 to 12/2014

Michigan First Credit Union – Lathrup Village, MI

Working 2nd shift supervisor in Lathrup Village for a 24 hour member service center

Four direct reports (responsible for up to 10 people per shift; There are 30 agents in the department and six supervisors)

The responsibilities for the team include assisting membership – account questions, education of how to use products and services, cross selling additional products and services that meet members needs, etc...

Maintain and evaluate service level expectations to match Our Promise delivery through call monitors

Scheduling for team members on shift

Coaching and development of team members

Conduct periodic performance evaluations

Work cross functionally with all areas of the credit union to assist our members with their needs; Lending, Payment Solutions, Risk, Credit Card Services, Fraud, etc..

Retail Lending Contact Center Supervisor, 09/2013 to 03/2014

Lake Trust Credit Union – Plymouth, MI

Working supervisor of 18 located both in Plymouth and Lansing

The responsibilities for the team include consumer loan origination and processing, Home Equity loan origination and processing, as well as Credit Card specialist and support

Established, maintain, and evaluate service level expectations for department to match Brand Promise delivery

Established standardized service levels for scheduling loan closings for branch appointments

Work cross functionally with underwriting and branch teams to ensure delivery on Brand Promise to external and internal members in relation to loan applications

Established standardized electronic communication templates for internet applications with related soft sell opportunities

Initiated internal quality checking of loan agreements to ensure accuracy within department

Ensure compliance by team with standards, procedures, regulatory requirements, including Fair Lending, the Bank Secrecy Act, Member Identification Protocols, Anti Money Laundering, OFAC, USA Patriot Act, and Privacy Act

Lending Standards and Procedures Manual development team member

Represent Lending in organization Cross Functional Team and Loan Origination meetings

Consumer Sales and Retention Supervisor, 08/2010 to 09/2013

Lake Trust Credit Union – Plymouth, MI

Working supervisor for a team of six in a loan call center processing department for consumer loans and Home Equity loan origination

Established, maintain, and evaluate service level expectations for department to match Brand Promise delivery

Established standardized service levels for scheduling loan closings for branch appointments

Work cross functionally with origination and underwriting teams to ensure delivery on Brand Promise to external and internal members in relation to loan applications

Established standardized electronic communication templates for internet applications with related soft sell opportunities

Originate, review for cross sell opportunities, process, close, and administer member loan applications

Initiated internal quality checking of loan agreements to ensure accuracy within department

Comply and ensure compliance by team with standards, procedures, regulatory requirements, including Fair Lending, the Bank Secrecy Act, Member Identification Protocols, Anti Money Laundering, OFAC, USA Patriot Act, and Privacy Act

Ensure adherence to Brand Promise delivery with informal evaluations and feedback

Lending Standards and Procedures Manual development team member

Emergency Evacuation Team member for Plymouth (Safety Captain)

Authored a standardized interviewing checklist for Member Contact Center loan originators and Branch loan originators

Represent Lending in organization Cross Functional Team and Loan Origination meetings

Loan Underwriter and Loan Call Center Representative, 01/2008 to 08/2010

Lake Trust Credit Union – Plymouth, MI

Originated, underwrote, processed, closed, and administered loan applications in a call center environment

Complied with regulatory requirements, including Fair Lending, the Bank Secrecy Act, Member Identification Protocols, Anti Money Laundering, OFAC, USA Patriot Act, and Privacy Act

Represented Lake Trust Credit Union (former Detroit Edison Credit Union) with vendors: Aimbridge (indirect lending) and LoanLink (internet loan application service)

Seven time winner of the Fleming Cup – a department sales recognition award for having the highest sales number monthly

E-Services / Call Center Specialist, 08/2002 to 01/2008

Lake Trust Credit Union (formerly Detroit Edison Credit Union) – Detroit, MI

Recipient of the inaugural Service Star Award

Responsible for member email communication, inquiries, and loan applications with the credit union

Established a best method templates for electronic communication for member services and loan inquiries

Authored standards and procedures for E-Services

Originated, underwrote, processed, and closed member loan applications in person and in a call center environment

Cross sold appropriate products and services to build member loyalty

Met or exceeded sales goals consistently

Represented credit union with third party vendors Aimbridge, ORCC (internet banking), and LoanLink to ensure proper service levels for members

Member Services Representative - Floater, 08/2000 to 08/2002

Flint Area School Employees Credit Union – Flint, MI

Established membership, cross sold appropriate credit union services to strengthen member relationship with the credit union

Loan interviewer and closer

Worked in all three branches as support, based out of main branch / HQ

E-Services representative for member email inquiries

Education

Bachelors of Business Administration – Marketing

University of Michigan – Flint – Flint, MI

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