Customer Service Retail Banking and credit underwriter
Resume:
LORI ZERNICK
Northern Cambria, PA *****
**********@*****.***
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Talented and dedicated professional with 25+ years experience in many facets of retail banking. In-dept knowledge of Underwriting and credit analysis, well versed in policy and procedure compliance. I have worked in nearly ever position in banking, from teller to manager to auditor, landing most recently in auto underwriting. I have obtained varied levels of approval authority and have underwritten, closed, booked and collected my own accounts. I feel well qualified to work in a broad spectrum of retail banking positions, and look forward to utilizing my skills to benefit your team. Analyzing data
Application and Documentation Review
Data Interpretation
Credit analysis
Risk Mitigation
Verification of Income
Employee Training
Policy/Procedure Review
01/2017 to Current
PNC BANK
Pittsburgh, PA
Underwriter
Reviewed and evaluated loan applications to assess creditworthiness, risk and eligibility for approval. Analyzed financial information including income, assets, liabilities and credit history of applicants. Verified accuracy of documentation such as income statements, tax returns, bank statements and other related documents.
Determined appropriate loan structure based on customer needs, company policy and regulatory guidelines. Maintained up-to-date knowledge of industry trends, regulations and compliance requirements. Provided guidance on underwriting procedures to junior staff members. Assessed potential risks associated with each transaction prior to approving loans. Recommended adjustments to loan terms or conditions based on individual circumstances. Participated in regular training sessions regarding updates in relevant laws or regulations. Analyzed risk and adhered to underwriting standards to drive risk selection and profitability. Utilized underwriter authority to correspond with corporate risk appetite and strategy. Demonstrated leadership by making improvements to work processes and helping to train others. Prioritized and organized tasks to efficiently accomplish service goals. 06/2006 to 01/2017
HOLIDAY FINANCIAL SERVICES
Ebensburg, PA
Branch Manager
Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
Developed strategies to increase customer satisfaction and loyalty. Reviewed loan applications to ensure accuracy and compliance with regulations. Conducted regular performance reviews for all employees in the branch. Implemented internal control procedures to minimize risk exposure and maximize profitability. Provided guidance and support to team members regarding problem resolution and customer service issues. Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment. Resolved escalated customer complaints in a timely manner. Established strong working relationships with external partners such as vendors and suppliers. Ensured compliance with established policies, procedures and regulations governing banking operations. Participated in community events to promote brand awareness. Assisted other branches when needed during peak periods or special projects. Assigned duties to employees and examined work for accuracy, neatness and timeliness. Disciplined employees to encourage compliance with company policies and procedures. SUMMARY
SKILLS
EXPERIENCE
05/1995 to 06/2006
AMERICAN GENERAL FINANCIAL SERVICES
Indiana, PA
Customer Service Representative
Answered customer inquiries and provided accurate information regarding products and services. Provided excellent customer service to resolve customer complaints in a timely manner. Maintained detailed records of customer interactions, transactions and comments for future reference. Performed administrative tasks such as filing paperwork, updating databases and generating reports. Developed strong relationships with customers by providing personalized assistance and support. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Remained calm and professional in stressful circumstances and effectively diffused tense situations. Answered inbound calls, chats and emails to facilitate customer service. Developed strong customer relationships to encourage repeat business. Escalated customer concerns, issues and requirements to supervisors for immediate rectification. Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
Verified customers' identification to ensure compliance with laws and regulations. Balanced cash drawers on a daily basis.
Provided exceptional customer service while accurately processing routine transactions. HIGH SCHOOL DIPLOMA 05/1986
Northern Cambria High School, Northern Cambria, PA EDUCATION AND TRAINING
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