Customer Service Credit Union

Fayetta Hollie

Florissant, MO 314-***-**** *******.******@*****.***

PROFESSIONAL SUMMARY

Results-driven professional with extensive experience in customer service, financial recovery, loan management, and team leadership. Proficient in managing delinquency portfolios, optimizing operational efficiency, and fostering team collaboration. Adept at maintaining compliance with legal and organizational standards while achieving measurable success in collections and lending. Recognized for strong communication, organizational, and leadership skills that drive profitability and client satisfaction. EDUCATION

• Southwest High School

• Southern Illinois University of Edwardsville

WORK EXPERIENCE

Operations Processor

US Bank Apr 2023 – Present

• Process and scan checks, invoices, and other documents.

• Process operational transactions with accuracy and efficiency, ensuring compliance with banking regulations.

• Collaborate with team members to streamline workflows and improve operational performance.

• Provide exceptional service by addressing client inquiries and resolving issues promptly. Sr. Financial Recovery Representative

1st MidAmerica Credit Union Mar 2015 – Jan 2023

• Consistently met and exceeded call production goals on individual scorecards.

• Managed monthly charge-off portfolios by reducing balances through strategic collections.

• Negotiated repossession deficiency payments, helping members fulfill obligations while minimizing losses.

• Provided mentorship to teammates, resolving complex member issues, and improving team performance.

Collection Manager / Loan Manager

Gateway Regional Credit Union Feb 2003 – Dec 2014

• Reported directly to the President, ensuring seamless branch operations and compliance with regulations.

• Supervised loan processors and collections officers while developing effective lending strategies.

• Designed and implemented loan products, reducing delinquency rates through tailored collection approaches.

• Managed repossession processes, collateral liquidation, and regulatory compliance.

• Provided leadership as Assistant Branch Manager, overseeing hiring, appraisals, and employee development.

Loan Officer

QC Financial Pay Day Loans Jan 2002 – Jan 2003

• Assisted clients in securing payday loans, ensuring compliance with lending protocols.

• Verified loan applications, processed approvals, and disbursed funds with accuracy and efficiency.

• Completed detailed reports to maintain transparency and accountability in loan processing.

Teller / Customer Service Representative

RAC Credit Union May 1992 – May 1997

• Processed account transactions, balanced receipts, and maintained accurate records.

• Handled customer inquiries, overdrafts, and mail-related transactions with professionalism.

• Provided clerical support in Microsoft Word and Excel, streamlining administrative tasks. CORE SKILLS

• Financial Recovery & Collections

• Loan Processing & Management

• Customer Service Excellence

• Team Leadership & Development

• Regulatory Compliance

• Strategic Problem Solving

• Microsoft Office Suite Proficiency

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