Jaime Santangelo

Process work pertaining to the Loan Services Department job responsibilities and assist members and front-line staff with questions pertaining to those processes. Assist the Loan Services Department with achieving key performance goals and service level standards. Cross train on a variety of the Loan Services Department processes to further support the overall goals of the department and DCU.

• Learn and understand the following programs: Securian, CenterPoint, iQQ, LoansPQ, Pega, Cathedral, Mastercard, First Corp, and XP.
• Provide phone coverage for the Loan Services Department to assist the Information Center, Branches, various departments, and members
• Have a comprehensive and working knowledge of the Balance Transfer Program
• Process the following work within service level:
• Pega Emails, Loan Research Mail, Service Requests: Electronic Payment and Card Services Corrections, Loan Payment Corrections (Visa).
• Fax Forms: Adding and Removing Authorized User(s), Visa Switch
  Reports: SRD Validation, SRD Limit Up, SCRA Late Fees, Open Visas with Revoked Limits, Authorized User Audit, Overdraft Protection, Solar Loan Servicing, Gap Claims, SCRA requests.
• Complete training courses within established guidelines
• Actively contributes to DCU’s Success Sharing initiatives and practices DCU’s principles of People Come First; Do the Right Thing; Make a Difference
• Maintains a high level of professionalism and respect during interactions with both members and colleagues alike
• Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations
• Performs work functions with attention to detail, within established timeframes and follows through as needed to complete tasks
• Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned
• Led team meetings to align project goals and improve communication.
• Supervised daily operations to ensure adherence to company protocols.
• Trained new employees on processes and best practices for efficiency.
• Coordinated workflow among team members to optimize productivity.
• Evaluated team performance and provided constructive feedback regularly.
• Developed training materials to enhance staff skills and knowledge base.
• Implemented process improvements to streamline operational tasks effectively.
• Managed scheduling and resource allocation for project completion on time.
• Maintained a positive work environment that promoted collaboration between team members.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
• Collaborated with other departments to ensure alignment of goals across teams.
• Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Interviewed prospective employees and provided input to HR on hiring decisions.

• Provide exceptional customer service by addressing inquiries and resolving issues in a timely manner

• Collaborated with team members and other business areas to meet goals on a monthly basis

• Developed strong relationships with clients through regular communication and personalized service

• Participated in ongoing training programs to stay updated on industry trends, product knowledge, and

banking

• Train and Cross train new employees.

• Handle escalated calls.

• Assist with Audits, perform team audits.

• Complete system testing for validation (XP, Pega)

• Complete compliance training and other assigned training in a timely manner

• Developed and maintained a thorough understanding of banking regulations, policies, and procedures

• Managed a high volume of customer inquiries via phone, email, and in-person interactions

• Identified opportunities for process improvement within the department, leading to streamlined operations

• Maintained confidentiality when handling sensitive customer information or financial data

• Processed and reviewed title documents for accuracy, completeness, and compliance with legal requirements

• Mentored new team members on best practices for conducting thorough title searches

• Maintained an annual rating of very good or top performer

• Maintained a high level of confidentiality when handling sensitive client information

• Working Level 1 and Level 2 formal complaints for title and insurance issues.

• Performs work functions high attention to detail

• Process work pertaining to the Loan Services Department job responsibilities and assist members and front-line staff with questions pertaining to those processes. Assist the Loan Services Department with achieving key performance goals and service level standards. Cross train on a variety of the Loan Services Department processes to further support the overall goals of the department and DCU.Learn and understand all aspects of the Title Tracking Program and the Collateral Protection Program
  Provide phone coverage for the Loan Services Department to assist the Information Center, Branches, various departments, and members
  Process the following work within service level:
  Pega Emails
  Collateral Management Mail
  Service Requests: State Change, Name Change, Duplicate Title, Title Copy, Miscellaneous Title, CPI Total Loss
  Reports: 18% Default, Missing Title Alert, Import Errors, Unrecognized, Need Contract, Discrepant, Specific Loan Types, DMW Warning
  Prepare Berkheimer Title Package
  Lease Buyout Title Seller Documents
  Lien Placement Fee Transactional Audit
  Collateral Protection Reports: Collateral Protection Insurance (CPI) Refunds, CPI Billing, CPI Premiums, CPI Class 16 report, CPI Payment Changes
  Prepare State National Insurance Policy Package
  
• Complete training courses within established guidelines
• Actively contributes to DCU\’s Success Sharing initiatives and practices DCU\’s principles of People Come First; Do the Right Thing; Make a Difference
• Maintains a high level of professionalism and respect during interactions with both members and colleagues alike
• Maintains a working knowledge of and adheres to DCU policies and procedures related to the position as well as all applicable regulations
• Performs work functions with attention to detail, within established timeframes and follows through as needed to complete tasks
• Meets or exceeds performance goals, including but not limited to, service level achievement, timeliness of tasks, quality of work, service quality and others as assigned
• Perform other job-related duties as assigned.

• Promptly and empathetically handled guest concerns and complaints.
• Pleasantly and courteously interacted with customers.
• Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures.
• Stored food in designated containers and storage areas to prevent spoilage or cross-contamination.
• Prepared all food orders within a 2-3 minute time frame.
• Followed food safety procedures according to company policies and health and sanitation regulations.
• Routinely moved and stocked food products
• Maintained high standards of customer service during high-volume, fast-paced operations.
• Prepped items for later use to save staff time during busy hours.
• Assembled food orders while maintaining appropriate portion control.
• Reported to all shifts wearing a neat, clean and unwrinkled uniform.
• Performed all position responsibilities accurately and in a timely manner.
• Strictly followed all cash, security, inventory and labor policies and procedures.
• Consistently provided friendly guest service and heartfelt hospitality.
• Greeted customers and provided excellent customer service.
• Handled currency and credit transactions quickly and accurately.
• Prepared quality products while maintaining proper food safety practices, portion control and presentation within service goal times.
• Communicated openly and honestly with the management team during each shift to ensure it ran smoothly.
• Maintained clean and safe environment, including in the kitchen, bathrooms, building exterior, parking lot, dumpster and sidewalk.