Credit Union Contact Center

Jolene “Jodi” Hough

**** ******* ***** *****: 608-***-****

Hammond, Wisconsin 54015

Core Competencies

EDUCATOR AND BUSINESS EXPERIENCE

Marine Credit Union, La Crosse, Wisconsin

Indirect Buyer March 2023 to present

• Analysis of applications from dealerships in WI, IA, MN for approval, decline, or counter offer

• Daily interaction with dealerships and agents to resolve problems with an application and help to understand what is needed

• Make the call to purchase the application/loan from the dealership.

• Communication with dealerships, agents, finance managers, and other departments of the credit union

• Resolve issues of red flags - credit report discrepancies

• Credit report analysis for credit worthiness

• Providing advice and financial counseling with dealers in communicating with future members regarding credit reports and interest rates

Loan Officer July 2019 to March 2023

• Financial Certification through CUNA as of September 2022

• Daily interaction with credit union members with regard to finances, counseling of finances, credit repair, applications for loans (auto, marine, recreation)

• Title clearing and researching information of titles

• Communication with members, staff, and other departments of the credit union

• Gathering member information to clear stipulations and conditions of closing loans. IE: paystubs, insurance, social security cards, proof of residency

• Writing the loan story of the members using the 4c’s: character, credit, collateral, and capacity - can they afford the loan Contact Center Representative June 2018 to July 2019

• Provide service to current members of credit union and non-members, vendors/merchants to assist with account needs and issues via telephone or other forms of correspondence

• Evaluate accounts for opportunities to cross sell products and services to members

• Help contact center team members to find the answers to members questions

• Interact with deposit operations, central lending, associates at branches, collections, and various departments on daily or limited basis

• Research and resolve member questions, issues, and complaints concerning credit union accounts

• Assist with routine account maintenance and process account transactions per member request I.C. System, Inc. Onalaska, Wisconsin

Consumer/Commercial Financial Representative September 2017 – June 2018

• Inbound and outbound calls to consumers to assist them to resolve past due balances with various clients

• Building rapport and relations with consumers and business accounts

• Goal setting on a daily, weekly, and monthly basis

• Mentor program and assisting new hires through the training process Onalaska/ West Salem/ La Crescent-Hokah/ Prior Lake –Savage/ La Crosse School Districts Substitute/Guest Teacher 2001-2006/ 2011- 2017

• Responsible for implementing and following teacher’s daily lesson plans

Project Management

Performance Evaluations

Career Planning/Consults

Microsoft Office Suite

Operational Oversight

Financial Management

Staffing/Scheduling

CUNA Certified Financial

Counselor

Administrative Support

Internal/External Networking

Project/Curriculum Planning

• Guide students to increase critical thinking skills and thought processes

• Maintain high student assignment completion rate and address reduced productivity in individual students

• Follow recommended classroom management style of teacher and school

• Adaption to various classroom styles and management

• Basic to moderate knowledge of Smart Board Technology Remedy Intelligent Staffing, Onalaska, WI

Ingersoll-Rand: Trane – October 2016 to February 2017 (contract)

• Field Purchasing team with the submission of purchase orders for Trane Stores through the U.S., Hawaii, and Canada

• Attention to detail on submission and the confirmation process with follow up on orders submitted

• Accuracy and timely submission of critical and high-level orders

• Proficient in 10 key entry and keyboard

• Work in a team environment as well as independently Olsten Staffing, La Crosse, WI

University of Wisconsin – La Crosse School of Education July 2016 to September 2016 (contract with Olsten Staffing)

• Administrative assistant to the Field Experience Team

• Daily use of Oracle PeopleSoft database (WINGS): pulling data into Excel spread sheet

• Contact with students regarding Fall and Spring student teaching and clinical experience placements

• Update information regarding students, supervisors, cooperating teachers, seminar teachers and principals

• Communicate with cooperating teachers and school principals by email and phone

• Followed an outline and detailed cyclical plan/pattern established for the position

• High verbal and written communication utilized

• Research project of the past five years of student teacher placements for local school district to use in a presentation given by the Dean of the School of Education

Partners in Excellence – September 2016 – October 2016 (contract with Olsten Staffing)

• Data entry of client billing information to Wisconsin Badger Care

• Research cost of services for clients and make changes as necessary

• Check accuracy of billing charges for leveled staff Mayo Temporary Staff: Family Medicine Residency and Child Development Services and Genetics– June 2015 - November 2015

(contract with Olsten Staffing)

• Curriculum rotation assignments to residents and cooperating department staff.

• Reformat curriculum in Word document to have consistency throughout program.

• Schedule faculty and residents for OB/Maternity, Emergency Services, and as needed on Smartweb, and Outlook.

• Organize and arrange inventory of office supplies for efficiency.

• Create and maintain Excel spreadsheets.

• Maintain and schedule appointments in Cerner for genetic, pediatrics, behavioral health and audiology.

• Basic knowledge of Clairvia and scheduling Medical Social Workers.

• Contact and process referrals to Child Development Services.

• Moderate to Proficient knowledge and use of PowerChart. Combined Insurance - La Crosse, WI Agent - 2014 – March 2015

• Licensure in Health and Life Insurance

• Product knowledge in accident, disability, life, cancer, and critical illness policies

• Set appointments with current policy holders to review policies and help with claims

• Close familiarity with state laws and insurance conditions

• Skilled in developing client rapport – Strong, trustworthy relationship with people

• Communication Skills – Ability to clarify terms and details to clients’ satisfaction

• Build new client base through referrals and cold calling Onalaska School Bluff Elementary – Eagle Kindergarten Center Tutor/Assistant Teacher - November 2012 - October 2014

• Assist classroom teacher in developed and implemented guided reading program

• Administer various assessments in math and reading skills

• Guide students to increase critical thinking skills and thought processes

• Work with students on a one to one basis to assist with reading and math

• Implement classroom management while encouraging and promoting a positive learning environment

• Follow through with lesson plans in morning meeting, reading, writing, and math Onalaska School District – Summer School: Morning Academics and Enrichment Academy Grade 7- 8 (2013) Grade 2 (2014) Teacher and Enrichment Instructor

• Create and develop a three-week program for upper level 2nd grade readers to incorporate guided reading, writing, and individual reading of fiction and nonfiction literature (2014)

• Develop a math and reading programs to adhere to the 7th and 8th grade math and reading standards (2013)

• Collaborate and brainstorm with grade level teachers in the academic summer school program

• Guide students to increase critical thinking skills and thought processes

• Work with students on a one to one basis to assist with reading and math

• Implement classroom management

• Encourage and promote a positive learning environment

• Guided and facilitated Study Skills program for 6th to 8th grade level students in the afternoon enrichment program - summer 2012, 2013, and 2014

Success For You! Life Center, LLC – DBA: Shepherd’s Learning Center Prior Lake, MN Instructor/ Learning Director/ Owner - 2004-2010

• Instruct, mentor and assess students in math, reading, writing, study habits; and support independent classwork

• Determine instruction schedules and ensure adequate availability of staff to accommodate student needs at all times

• Plan, implement and manage marketing, advertising, budget, payroll, accounts receivable and payable procedures for each three-month period

• Recruit, hire, train and mentor instructors

• Network with school administrators in support of critical child-centric initiatives

• Manage individual student lesson plans and account

• Facilitate/administer student assessments; input testing data and design personalized lesson plans.

• Competent in QuickBooks for use in payroll, accounts payable, and accounts receivable. SunSource Technologies, Inc. Savage, MN

Buyer/Purchasing Agent - 2000-2001

• Business development and relationship with over 200 miscellaneous vendors

• Inventory control of over 10,000 parts

• Daily inventory and management of usage of parts and have adequate inventory

• Network and meet with vendors to learn the purpose of parts and critical uses Foss North America Eden Prairie, MN

Inventory Control/ Purchasing Rep /Accounts Payable Clerk/ Administrative Assistant 1997-2000

• Manage accounts receivable and bank deposits

• Implement and enter inventory for accuracy at point of receiving along with conducting inventory counts

• Clear materials with customs and verify information on products Bishop Title, Universal Title Company, Equity Title Minneapolis, MN Mortgage Processor/ Real Estate Processor/ Assistant Closer/ Closer 1992-1996

• Clear title on real estate and mortgage closings

• Verify mortgage balances, home insurance, bill payoffs required by mortgage companies, and taxes along with conduct closings, work up files and verify all documents for accuracy

• Present quotes for products, establish new clients and build relationships, reconcile statements of accounts receivable EDUCATION & DEVELOPMENT

Master’s Degree in Elementary Education University of Phoenix Online Phoenix, AZ (GPA 3.86) Undergraduate Studies in Elementary Education Bemidji State University Minneapolis, MN (GPA 4.0) Bachelor of Science in Finance University of Wisconsin- La Crosse La Crosse, WI CUNA Financial Counselor Certification online

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