UDEAGHA NDUKWE
Lowell,MA
Summary
Dynamic individual with hands-on experience in Loan Origination/ Status and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
6
6
years of professional experience
Work History
LOAN STATUS AND ORIGINATION OFFICER
DIGITAL FEDERAL CREDIT UNION (DCU)
08.2019 - Current
- Provide Service Excellence to both internal and external members
- Meet service expectations as outlined in Service Excellence Scorecard
- Meet expectations for all contact center related statistics, including but not limited to, measurement of Available Time, Schedule Adherence, AUX Time and After Call Work
- Help to meet the financial needs of new and existing members by building strong relationships and recognizing potential referral opportunities and successfully completing qualified referrals of DCU products and services
- Participating in performance development by being receptive to constructive coaching feedback from Team Leaders, Managers and Peers
- Foster teamwork and strive to strengthen relationships between the Information Center and staff in support departments
- Accurately process transactions, file maintenance and all other member requests
- Make process improvement recommendations to improve the efficiency of operations in the Information Center and/or other areas of the credit union
- Loan Origination Team: Obtain Lending Authority by completing required training and actively participating in the Underwriting Training process
- Underwrite loans within established guidelines
- Proficiently process consumer loans, home equity and mortgage applications
- Make cross sales when appropriate for additional consumer loans, GAP, Payment Protection, MBI, and other DCU products and services as applicable
- Efficiently handle all contacts related to new loans, from application to determining if a member is ready to book their loan
- Maintain compliance with required consumer loan and mortgage regulations and internal policies and procedures
- Become registered through the Nationwide Mortgage Licensing System
- Quality Assurance: Objectively review, score and coach staff on historical or live phone, email and web chat contacts
- Provide Information Center Management with feedback on trends in contacts and identify training needs for existing staff
- Work with Team Leaders and Managers to calibrate evaluation of contacts based on Service Excellence Scorecard
- Workforce Management: Assist with scheduling, reporting, analyzing data and other workforce management related duties, as assigned
- Track department wide and individual performance related to contact center metrics
- Monitor real-time contact center performance and make necessary adjustments to help achieve service objectives
- Support other areas of the credit union with workforce management duties, as needed
- Perform other job-related duties as assigned by Managers(s)
INFORMATION CENTER SPECIALIST
DIGITAL FEDERAL CREDIT UNION (DCU)
12.2018 - 08.2019
- Understand and explain all DCU products and services, identify members’ needs, and cross sell appropriate products
- Provide members with quality service and accurately process routine transactions in a timely manner
- Support DCU’s Success Sharing Growth Goals through participation in the Branch Services sales program
- Identify members’ needs and make appropriate referrals that develop the PFI relationship
- Support DCU’s Service Goals by Answering all calls within the specified service levels
- Providing members with efficient and professional service and Directing calls to the appropriate department when necessary
- Understand and explain all DCU products and services
- Accurately process all routine transactions and file maintenance
- Make the appropriate referrals of products and/or services and recommendations on ways to improve the Information Center operations
- Participate in focus groups and project teams
- Achieve monthly sales goal referrals as assigned by Team Leader
- Cross-sell additional DCU products and services including, but not limited to, loan products, (Insurance products, PC Branch, Bill Payer, checking accounts, Financial Services, Realty Services)
- Accept guidance and coaching from Management from Call monitoring sessions and mystery shops regarding member service and call statistics
- Complete all required Bank Secrecy Act related training annually and maintain knowledge of current BSA policies, specifically those related to cash handling (CTR filing) and identifying and reporting possible suspicious activity
- Perform other job-related duties as assigned by Information Center Manager, Assistant Manager or Team Leader
- DCU Information Center 100 Club member
- (Achieving 100% in Service level month by month review)
Education
Associate of Science -
05.2026
Bachelors - Sociology
12.2006
Upper Division
Skills
- Work coordination
- Report writing
- Strategic planning
- Innovation and creativity
- Report preparation
- Information verification
- Reporting and documentation
- Teamwork and collaboration
- Attention to detail
- Organizational skills
- Multitasking Abilities
- Problem-solving
- Time management
- Excellent communication
Timeline
LOAN STATUS AND ORIGINATION OFFICER - DIGITAL FEDERAL CREDIT UNION (DCU)
08.2019 - Current
INFORMATION CENTER SPECIALIST - DIGITAL FEDERAL CREDIT UNION (DCU)
12.2018 - 08.2019
Middlesex Community College - Associate of Science,
Abia State University - Bachelors, Sociology
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