Service Manager
Resume:
Stephanie A. Boozer
Longs, SC *9568
PROFESSIONAL SUMMARY
Twenty two years of experience as a Member Service Manager.
Twenty-three years progressive experience as a Loan Officer for a non-profit organization.
Highly motivated, hard working, ambitious, and always willing to learn new skills.
Dependable and dedicated worker with strong organizational and leadership skills.
In-depth knowledge of consumer loans.
OCCUPATIONAL SUMMARY
2001- 11/2016- Member Service Branch Manager /Business Development / Project Manager /Financial Counselor, NRL Federal Credit Union, Waldorf, MD
Encourage and develop cooperation among staff to ensure a team effort. Maintain a smooth functioning department that meets and can demonstrate compliance with standards set by regulatory agencies. Responsible for staff development and training on all products and services to promote high quality member service and increased sales goals. Develop, apply, and evaluate policies and procedures for the member service department. Evaluate the job performance of assigned employees to ensure accountability, quality of work, production capacity, and member relations. Develop, analyze, and complete monthly reports. Write and administer performance appraisals of assigned employees to ensure quality of work and service to members. Assist other employees and managers in other departments by answering questions, solving problems, helping with complex work-related matters and head up all consumer loan team projects.
1994- 2001 Senior Member Service Consultant / Online Access Administrator/ Financial Counselor
NRL Federal Credit Union, Alexandria, VA
Conduct thorough and informative interviews to determine the product or service that best
Meets the member’s needs. Underwrite all consumer loans and make sound lending decisions.
Promote credit unions products and services by identifying the member’s needs. Explain reasons
for denial, discuss counter offers, and explore other options. Explain loan programs to member,
evaluate their needs and recommend loan options. Provide budget counseling to members as
needed. Process IRA applications, withdrawals, rollovers, transfers, and maintain proper
documentation files. Provide motivation by being a team leader within the department. Train
employees on a wide range of responsibilities to help promote employee performance and
advancement. Responsible for all online access trouble shooting, via the Internet, bill payer service
and VT100 communications. Maintain a friendly, professional, and confidential relationship with
all members and staff when dealing with member related topics and personal related topics.
1993 – 1994 Member Service Consultant, NRL Federal credit Union, Alexandria, VA
Responsible for processing member transactions on a daily basis, they include-cashing checks,
Accepting deposits, withdrawals, as well as many other teller related tasks. Assisting the head
teller with day-to-day duties. Responsible for the daily settlement of the traveler’s checks, money
orders, balancing the vault, and balancing of the two ATM Machines. Promote credit union products
and services by identifying the member’s needs and selling benefits to all members. Maintain a
friendly and professional manner when dealing with members concerns.
1991 – 1993 Paying and receiving Teller, 1st American, Washington, DC
Responsible for processing member transactions on a daily basis, they include-cashing checks, accepting deposits, withdrawals, as well as many other teller related tasks. Daily settlement of the ATM machine and the main vault. Assist commercial customers with daily deposits and other servicing needs. Back up head teller when needed. Train all new employees on current system and producers of the organization.
KNOWLEDGE and ABILITIES
Knowledge of member service and procedures. Demonstrate knowledge of saving and loan regulatory compliance laws.
Demonstrate the ability to identify member’s needs and sell benefits.
Effective oral and written communication skills. Excellent telephone manners and techniques.
Demonstrate the ability to provide courteous professional service and resolve problems before they become critical.
Ability to work independently within the limits of policy and authority.
EDUCATIONAL BACKGROUND
Sales and Culture Institute
Certified Financial Counseling School (part I & II)
Consumer Lending School (Advanced I & II)
Consumer Lending School Foundations
Lending Council Conference
Branch Management Institute (Foundations & Strategies)
Management Essentials for Supervisors
Branch Manager Roundtables- Sponsored by local Credit Union
Project Management team lead
NMLS# 718787
COMPUTER SKILLS
Windows Microsoft Applications, Critical interfaces applications, VT-100 Communications, Criterion for Windows, OSI Interface, Microsoft Excel, Microsoft Word and Microsoft Power Point, DNA core systems, Meridian link, Open solutions, CRI, and C-View core.
References - Available upon request.
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