Customer Service Credit Union

TONYA MCCLURE

**** ********* **** ***** 850-***-****

Tallahassee, FL 32305 tonyamcclure1995gmail.com

** *****’ experience in finance

** ***** ** ****** **********

Introduction:

A multi-talented professional with successful customer service and leadership experience.

Outstanding customer service skills

Proficient at building relationships with consumers to find products to best meet their needs

Admirable Sales Skills

Honorable Work Ethic

Sufficient in Microsoft Office, Word, Excel, Outlook programs, and many more

Multi-task while Detail Oriented

Excellent listener and communicator

Excellent telephone skills

Team player -Works well with others

Quick learner

PROFESSIONAL EXPERIENCE:

First Commerce Credit Union December, 2022 - Present Financial Service Officer / Tallahassee, FL

Building positive relationships with members, potential members to become financial partners for life. Originates consumer loans in accordance with established credit union lending policies. Responds to spoken and unspoken member needs and questions concerning all aspects of credit union loan products in person or by telephone. Continually promotes and cross-sells credit union products and services.

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Customer Service Representative October, 2020 - December, 2022 City of Tallahassee / T allahassee, FL

Provided customer service support by phone, email, text messaging, live chat and ticketing system for the college's enrollment functions. Work involves the answering of telephones, furnishing general information concerning Student Affairs, operating computer systems, data entry and some clerical work. This position will use a multi-line phone system, receive inbound phone calls, emails, online inquires and quickly respond to inquiries and issues in written form, e-mail, text messaging, live chat or in person while over the phone, while providing outstanding customer service to students, staff and the general public. Provide accurate and timely information pertaining to admissions, advising, records, registration, financial aid and other activities/functions of Student Affairs, Student Financial Services and the college. This position will observe, receive, and otherwise obtain information from all relevant sources. Maintain up-to-date information concerning activities of offices that make up Student Affairs. Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, text messaging, or in person. Assist in making outbound notifications and phone calls to new and current students relating to enrollment processes. Sr. Loan Specialist March, 2018 – January, 2020

Envision Credit Union Tallahassee, FL

Provide exceptional Member Service while processing, closing and disbursing all consumer loans, credit cards and Home Equity loans received via web loans, phone and other remote channels while providing excellent Quality Control. Meet monthly goals while executing sales products and services that financially benefit our members. Deepened member relations via cross-selling products and uncovering their financial needs. Accumulate and track results for personal sales or assigned partnering staff performance. Warehouse Supervisor February, 2016 –March, 2018

Goodwill Industries, Inc. Tallahassee, FL

Purchased, processed and paid invoices for New Goods. Built pallets with New Goods inventory and shipped to 12 stores in surrounding counties. Inventoried warehouse monthly. Managed warehouse employees, including but not limited to, annual reviews, hiring and dismissing. 2

Renovation Specialist, Mortgage Originator December, 2012 –November, 2014

Wells Fargo Tallahassee, FL

Evaluated, authorized, and approved loan applications for people and businesses. Meet with loan applicants and gathered personal information and answered questions. Explained different types of loans and the terms of each one to applicants. Obtain and verified financial information. Analyzed and evaluated the applicant's finances to decide if the applicant should get the loan. Analyzed, calculated, processed and closed following set guideline. Ordered appraisals, title work, etc. as well as solved closing conditions to get file to closing. Once all conditions were met and cleared, closed loan at Title Agency. We used an underwriting software, which analyzed applications almost instantly. Had sizable customer-service and sales components. Marketed the products and services of the lending institution and actively solicited new business. Developed relationships with real estate companies and other sources that could refer prospective applicants.

Housing Administrator / Principle Broker March, 2005–December, 2012

Tallahassee Lenders' Consortium Tallahassee, FL

Supervised Staff and all Programs. Opened Satellite Offices in 4 surrounding Counties and provided all services offered. Originated Construction and Residential Second-Mortgage Loans for First Time Homebuyers. Counseled clients for Pre- Purchase Counseling by assisting them with their credit reports, personal budgets, credit repair and once ready, assisted them with the mortgage process for the Down Payment Assistance. Obtained information, reviewed credential and analyzed applications for approval. Prepared necessary paperwork for closing and closed upon approval. Replenished all closed files and submitted to the City of Tallahassee for payment on a monthly basis and reconciled yearly. Counseled clients in all stages of Foreclosure; which included assisting clients with foreclosure court proceedings. Other programs included County SHIP funds, Hardest Hit, HOP and many more. As Principal Broker, was responsible for maintaining staffs Mortgage Broker Licenses through the NMLS System and scheduled training events through NMLS. Taught the Homebuyer Education Class on a monthly basis. 3

Sales Representative January, 2004 –March, 2005

Labor Ready Tallahassee, FL

Sold business accounts for day labor

Consumer Loan / Security Officer March, 1999 – January, 2003 First Bank of Chester Chester, IL

Evaluated, authorized, and approved loan applications for people and businesses. Meet with loan applicants and gathered personal information and answered questions. Explained different types of loans and the terms of each one to applicants. Obtain and verified financial information. Analyzed and evaluated the applicant's finances to determine the best product for the customer. Analyzed, calculated, processed and closed following set guidelines. Had sizable customer base and sold products that best served customer’s needs. Marketed the products and services of the lending institution and actively solicited new business, to expand new customer base. Developed relationships with real estate companies and other sources that could refer prospective applicants. Held monthly security meetings.

Certified Credit, Delinquent, HUD Counselor January, 1998 – December, 1998 Tallahassee Lenders' Consortium Tallahassee, FL

Pre-Qualified clients to determine lending limit for housing and reduction of expenses. Assisted clients in credit improvement and processed referrals based on underwriting guideline of various financial institutions. Worked closely with clients experiencing housing difficulties. Responsible for billing of services rendered by the City of Tallahassee. Assisted with dealings from HUD and performed various duties that were assigned by the Director and the City of Tallahassee. Certified Credit, Delinquent, HUD Counselor June, 1995 –December, 1997 Consumer Credit Counseling Svc Tallahassee, FL

Advised and educated individuals on that accumulated debt and needed assistance with managing the debt. Provided guidance with their personal budget to fit their unique housing needs. Set their Debt Management Plan based on the budget created; contacted debtors and negotiated monthly payment and interest rate charged. Provided Delinquent/Foreclosure Counseling on Mortgages and Bankruptcy.

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Collections Officer May, 1994 – June, 1995

First Commerce Credit Union Tallahassee, FL

Called consumers attempting to recover payment on overdue debt. Negotiated repayment plans and help them find solutions by creating repayment plans on their overdue loans. Skipped Traced on consumers who have an out-of-date addresses by utilizing the Internet, post office, credit bureaus and personal references used when applied for the loan(s). Offered credit advice when members inquired for the advice/assistance. Kept records to help collectors with future negotiations. If the debtor did not pay, the collector submitted reports and documentation in order to prepare for legal action. Followed federal and state laws that governed on debt collection.

Receptionist, Member Service Rep, Collection Officer February, 1989 – May, 1994

Florida State University Credit Union Tallahassee, FL Started Credit Union as Receptionist, answered multi-line phones, determined the purpose and need of members, and forwarded calls to appropriate personnel. Greeted members professionally, and determine the nature and purpose of their visit. Collected, sorted, distributed and prepared correspondence, mail, messages and deliveries on a daily basis. Advanced to Member Service Representative; opened all deposit accounts offered, solved disputes members had on their accounts as well as complaints. Assisted the VP with Board Reports on monthly basis. Trained and preformed management responsibilities and duties including evaluations and disciplinary action. Advanced to Collections Officer; collected on delinquent loans and checking accounts. Ordered Repossessions, processed and filed paperwork with courthouse to file suit on uncollected debts. Represented Credit Union in court proceedings, filed judgements, processed paperwork for wage and bank account garnishments, filed for interrogatories through Dispositions. Handled all credit disputes with credit bureau. Licenses and Occupational Certificates:

Certification Title Issuing Organization Completion Date HUD Certified HUD 1995 – 1998 &

2005 - 2012

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Licensed Mortgage Broker NMLS November, 2007

Multiple Housing Cert NeighborWorks America December, 2012 References Available on Request

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