Customer Service Analyst Ii

Kristina Mikalauskaite

**** ********** **** · Winter Park, FL 32792

407-***-**** · ******@*****.***

Professional Summary

Experienced financial services professional with a strong background in credit analysis, loan evaluation, sales and customer service. Proven track record of supporting dealership financing, assessing credit risk, and ensuring regulatory compliance. Skilled in collaborating with other departments and management to facilitate sound decisions. Highly organized, analytical, and customer-focused with a strong understanding of the lending process products, selling and negotiating techniques and excellent customer service skills, including heavy phone work. Professional Experience

GM Financial, Orlando, FL

Sr. Credit Analyst II (May 2012 - Present)

Credit Evaluation: Analyze applicants' financial status, credit history, and relevant information. Interpret credit reports and financial statements to determine loan risk. Utilize credit scoring models and tools to assess creditworthiness. Decision Making: Approve or deny loan applications based on analysis and company criteria. Recommend loan terms and conditions. Collaborate with underwriters and senior management on complex applications.

Documentation and Compliance: Ensure loan documentation complies with policies and regulations. Maintain accurate records. Stay updated on industry regulations, lending policies, and economic trends.

Fraud Prevention: Identify and investigate potential fraud indicators within loan applications and supporting documentation. Utilize fraud detection tools and best practices to mitigate risk. Collaborate with the fraud prevention team and report suspicious activity in compliance with regulatory and internal guidelines. Customer & Dealer Relations, Sales: Act as a key liaison between GM Financial and partner dealerships, fostering strong, trust-based relationships through consistent communication and support. Achievements: Consistently recognized as a top performer across all key performance metrics, I have played a pivotal role in increasing GM Financial's market share and deepening dealer engagement within the region. My ability to align credit solutions with dealership needs has led to sustained growth in application volume and funded contracts, contributing directly to the company’s competitive position and long-term success. I also ran branch newsletter for 2 years, including “Dealer Spotlight” and was a trainer for new hires and interns. I am a highest access level analyst in my position (level 4). 2024 Top Performer In: Quality assurance underwriting, average applications per hour, measurable work time, first decisions turn time, dealer engagement in approval center, used and new unit objective. Loan Factory – FL, PA, TX licensing

Mortgage Loan Officer (January 2022 – May 2025)

Products, Solutions and Sales: Educated borrowers on mortgage products including FHA, VA, and conventional loans, ensuring a smooth and compliant loan application process. Documentation: Collected and reviewed financial documents including income verification, credit reports, and appraisals for pre-approval and underwriting.

Collaboration: Coordinated with processors and underwriters to resolve documentation issues and accelerate closings.

Customer Service: Built and maintained client relationships through communication and follow-ups. Regulation and Compliance: Ensured all files met federal and state lending compliance standards, including TRID and RESPA regulations.

Protocol - Orlando, FL

Administrative Assistant and Customer Service Manager (Jan 2010 – May 2012) Administrative Support: Answer phone calls, manage schedules, and prepare correspondence. Handle inquiries and messages.

Office Management: Order supplies, handle mail, maintain office environment. Documentation and Record Keeping: Maintain filing systems, assist in report preparation.

Customer and Public Relations: Greet visitors, coordinate with clients and suppliers, manage relationships with external partners. Heavy phone work. Project Support: Assist in planning and executing company events and projects, conduct research.

Technical Support: Operate office equipment and arrange for repairs. Utilize various software programs.

Financial Administration: Assist with budgeting and bookkeeping. Process invoices and expense reports. Track office expenses.

Core Competencies

• Credit & Financial Risk Analysis

• Underwriting, Support & Regulatory Compliance

• Consumer Lending & Customer Relationship Management

• Office & Staff Management

• Sales and Negotiations

• Microsoft Office Salesforce Power BI Oracle ERP LexisNexis Education

University of Central Florida – Orlando, FL

Bachelor of Science in Business Administration Major in Finance (May 2012) Google Certificates and Courses

Data Analysis & Interpretation, Business Intelligence Tools, Data Visualization

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