1. Brenda K. Hapner
7711 N 51st Ave. Apt # 2065
Glendale, AZ 85301
Home Phone: (517-518-0788)
brenda.hapner@yahoo.com
Summary:
• Over 10 years strong experience in the Finance industry.
• Over 15 years of recent and excellent Customer Service experience and skills.
• Excellent ability to retain and learn new systems and processes easily.
• Experience in training staff at all levels, functional job analysis and working within the finance
compliance and regulations restrictions.
• Very strong business communication skills both through email and verbal delivery methods.
Relevant Skills and Systems Experience:
• Proficient in Microsoft Office Word, Outlook, HP15, PBX Switchboard, GroupWise, Microsoft
Instant Messenger, EDP16 and Microsoft Internet Explorer applications.
• Proven experience in ordering and monitoring Flood Determinations, using NFR Flood
systems, Burnham Insurance Group applications, and TransUnion Flood systems; including
experience in force-placed flood insurance, and monitoring LOMA's, and LOMR's.
• Ability to schedule, plan, and implement training sessions, and events as well as writing all
types of professional business correspondence.
• Experience with EDP16 Wincerts Flood Modem products, MICR software, Word Pro
applications, Quicken programs and Group Wise products.
• Accurate calculating of interest for loan payment spread for customers while cross-selling
products and other account features.
• Ordering money from Federal Reserve and processing payments, depositing funds, and
balancing both the vault and teller drawers.
• Experience communicating with customer and running multiple phone lines while
in-putting data into computer.
Professional Experience:
Arizona State Credit Union, Phoenix, AZ 85027 October, 2013 – February 2016
• Processing and posting bulk mail including payments and deposits.
• Opening new suffixes, closing accounts, printing dividend checks.
• Scanning checks to Federal Reserve.
CVS Pharmacy, Peoria, AZ 85382 December, 2007 - October 2013
• Lead cashier and customer service representative for some of the stores busiest shifts.
• Ability to actively communicate with all levels of customers easily.
• Reliable and consistent in maintaining scheduled hours of work.
• Ability to rapidly learn new systems and processes when introduced.
• Positive attitude and friendly approach to all customer service interactions.
Monarch Community Bank, Coldwater, MI. 49306 July, 1988 – September, 2006
Branch County Federal Savings & Loan
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2. • Rapid advancement from Bank Teller to Deposit Account Customer Service Representative,
including position titles as Branch Manager, Loan Processor, Operations Specialist and
Project Specialist.
• Ability to manage and maintain time restraints of high-profile finance projects to deliver on-time
initiatives.
• Outstanding skills in identifying systems and banking process related issues.
• Excellent skills in addressing all levels of customer service needs for both internal and external
clients.
• Experience in multi-line phone systems, training staff at all levels and office administrative
tasks.
• Proven aptitude with Microsoft Office applications and banking system applications.
• Creative and fearless leader who understands and empathizes with the needs of her audience.
• Proven experience in managing escrow accounts, loan accounts with both with and without
PMI insurance, Homeowners insurance accounts, Blanket insurance types, property taxes,
and optional bank related insurances.
• Ability to multi-task different projects accurately and within time constraints.
• Focused on providing excellent customer service while defusing and soothing irate customers.
Education:
Coldwater High School, Coldwater, MI Graduated June, 1974
Diploma in Clerical Record Keeping and Office Machines
Davenport College, Certificates in Teller Classes and Business Communications
Training and Development in the use of use of NCR/AT&T Global Communications
system and Jack Henry & Associates finance system.
Highlights of Accomplishments:
• Lead for the computer systems conversion from NCR AT&T Global Communication systems to
Jack Henry & Associates system for loan servicing department.
Lead Manager on Bank Conversion process for loan servicing due to acquisition of
competitor bank.
• Assisted in efficiently re-structuring Loan Servicing department and its functions, including
inter-facing with multiple departments.
• Acted as Lead person in managing and training other Representatives in all Loan Servicing
Department functions, including hand-on customer service approaches with regards to call
center handling and how to answer customer service questions, online information tools for
customer service representatives and how to calculate interest.
• Created and implemented policy and procedures on adding customer information files (CIF
records) uniformly to data systems, and trained entire company staff on these data
management procedures.
• Singularly created and updated internal forms and procedures to optimize customer service
interactions.
• Created and implemented procedures for all levels of staff.
• Reviewed and verified the accuracy of mandatory field completions for all new loans from hard-
copy forms to electronic saving to system and making any corrections of errors via
established file maintenance process.
• Lead in creating and implementing a procedural handbook for Loan Servicing Department.
• Implemented and performed Escrow Analysis and AMI Analysis institution wide.
• Established new loan type products with various data centers within our banking system.
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