Helen Rooney LIB QFA APA CUA CUG CUC

Experience

• 

  Pramerica

  Jan 2001 - Jan 2002

  Customer Service Representative

  o The contact centre provides services to companies and business groups across the U.S. such as call management,call handling and quality monitoringo Dealt with incoming calls, correspondence and email queries from American based clients, insurance agents and lending institutions regarding existing car, homeowner, property and casualty and lien holder insurance policieso Processed policy change requests, paper endorsements and fax requests for addition of operator/car, usage changes, cover increases, rate reviews,application of various insurance discountso Researched and resolved complex insurance caseso Provided insurance quotes for agentso Adhered to insurance regulations and guidelines for each particular stateo Generated new business by cross selling additional lines of insuranceo Completed education via FAS in billing, mortgage, lien holder and endorsement transactionso Liaised with customer service units in Scottsdale AZ, Oakbrook IL and Holmdel NJ to complete customer transactions Show less

• 

  MBNA

  Oct 2002 - May 2003

  Outbound Telemarketing Specialist

  o Contacted perspective and existing customers via telephone to increase the number of active credit card accountso Obtained and recorded all required information ensuring all activities are in compliance with education policies and guidelineso Cold called customers to promote payment protection insurance, card protection insurance and balance transferso Identified and maximised opportunities to cross sell additional products and services to existing business customerso Generated new business by pro-actively following sales leads Show less

• 

  MBNA

  Jan 2006 - Apr 2014

  Credit Line Management

  Internal promotion for two years, however, continued to have responsibility for credit line management as part of newer roles following re-structuring.o Assessed existing credit card accounts to increase/decrease the assigned credit limito Re-issued credit cards on expired/restricted accountso Consolidated credit card accounts and moved credit limits between accountso Achieved adiscretionary lending authority of 40k

• 

  AvantCard (formerly Bank Of America/MBNA)

  Aug 2011 - Apr 2014

  o Responsible for the daily banking for AvantCard and allocation of payments to credit card/loan accounts via Vision Plus systemo Dealt with foreign and cash payments, bulk payments, post-dated and pended cheques, rejected giros , unpaid cheques, suspense accounts, returned cheque payments, credit balance refund cheques, subject access request cheques, special presentation cheques, fraud chequeso Completed credit card cheque report received from AIB dealing with blocked cheques, refer to drawer cheques, insufficient funds and incomplete chequeso Dealt with banking queries, general administration and the organisation of data within the departmento Assessed queries and complaints and initiated appropriate follow up actiono Created educational desk tops and process mapping for banking and credit card cheque processes in compliance with company procedures, adhering to legal and regulatory obligationso Educated three new employees to complete banking and credit card cheque processes Show less o Decisioned credit card applications that maximised customer opportunities while limiting risk o Assessed the validity of customer’s personal and financial situation and evaluated these against the credit under writing policyo Handled high volume of enquiries from customers ensuring a quick effective resolution while efficiently processing incoming applicationso Achieved necessary targets (KPI’s) for credit card applications assessed per hour, payment protection insurance, balance transfers and card protection saleso Effectively managed a database through accurate and efficient data entryo Adhered strictly to data protection and confidentiality lawso Worked with the credit committee and other departments in the continuous refinement of policyo Achieved a discretionarylending authority of 28k in comparison to the team average authority of approx. 12k Show less o Assessed insurance claims for accident & sickness, unemployment, disability, life claims, carer cover and hospitalisationo Processed claim event balances (CEB) for Payment Protection Insurance claimso Processed ongoing claims adjustments (OCA’s) on a daily basiso Completed policy premium refunds and interest calculations on returned policy premiumso Processed policy change requests e.g. cancellation of cover, updated existing policies once policy maturedo Completed following reports: foreign address change, declined claims, declined claims review and maximum age report.Note: Because of internal re-structuring, continued to act as Senior Credit Underwriter (until 2014), however, in a limited role as the company ceased lending. Show less

  • Banking Administrator

    Sept 2013 - Apr 2014

  • Senior Credit Underwriter

    Jun 2003 - Apr 2014

  • Insurance Quality & Claims Analyst

    Aug 2011 - Sept 2013
• 

  Career Break

  May 2014 - Dec 2014

  Career Break
• 

  AIB

  Jan 2015 - Nov 2015

  Customer Service Advisor - Direct Channels

  o Managed customer online interactions in line with AIB policies & procedures to provide high quality customer service to both personal & small business banking customerso Developed & maintained an effective & productive working relationship with Branches, Product Business & Online Banking areaso Consistently exceed the minimum requirement of 95% on call evaluations by adhering to our customer service standards & security procedureso Consistently exceed leads minimum target of 3.6% overall – 2.1% sales, 1.2% registrations & 0.3% branch by identifying sales opportunities and referring sales leads to appropriate areao Actively partook in the delivery of our SLA’s by fulfilling the role requirements of idle time, call handling time, sign on & adherence to scheduleo In compliance with CPC, adhered to MCC scripting relevant to Phone & Internet Bankingo Participated in team meetings, CSA assembly & involvement groups to strive to make Phone & Internet Banking a better place to work o Successfully passed 6 month probation period. Achieved & exceeded progression statistics from month one to meet team tenured statistics the past 11 months Show less

• 

  Ulster Bank

  Feb 2016 - May 2016

  Lending Officer - SME Business Banking - (Contract)

  o Member of the Business Direct Unit Account Opening team responsible for the management of a portfolio of SME business customer relationships across multiple delivery channels incorporating overall risk management including excesses, account reviews and completion of new and increased borrowing requests in a timely manner.o Audited account opening SME portfolio’s received from the in-house Lending Team and field Business Development Managers to ensure all lending proposals met bank guidelines, required documentation compliant with all internal & external audit reviews and KYC regulations.o Assessed customer proposals for restructure/forbearance arrangements o Ensured all securities and sanctions were in place before finalising loan drawdown and supporting documentation present and correct.o Verified account signing rules, signature verification and director shareholding responsibility prior to drawdown.o Provided support to Business Development Managers and the in-house Credit Lending team in the management of a portfolio of SME business customers across all sectors.o Developed networks and relationships across Ulster Bank, RBS and outside the Bank in relevant sectors such as solicitors, accountants, other financial institutions as appropriate to support the lending process.o Participated in Project work as required by line manager. Completed a project to minimise error rates in received portfolios from lending departments which resulted in a reduction in account drawdown SLA’s times and delivered a more efficient customer service to our SME business customers.o Contributed to the achievement of Team and Divisional financial targets by maintaining a 2 day SLA Show less

• 

  Fintrax Group Holdings

  Jun 2016 - Dec 2016

  DCC Officer (Contract)

  o Verification and authorisation of live production transaction files.o Completed the settlement and reconciliation process for acquirers and the merchant payment processes.o Creation of foreign exchange (FX) deals for payments to acquirers.o Completed daily and monthly reports for acquirers o Assessed processes and systems to provide solutions and oversee the implementation of more efficient controls.o QA control on daily processes

• 

  AIB

  Jan 2017 - Jan 2018

  Credit Analyst - Financial Solutions Group (12 mth FTC)

  o Provide appropriate credit restructuring solutions to a customer base across Personal, SME, Corporate and Property Sectors with in AIB’s Financial Solutions Group.o Analyse the credit and risk implications of credit proposals and make well-informed lending decisions to grow profitable business.o Support customers in financial difficulty and provide them with sustainable solutions.o Build and maintain relationships with customers in a challenging and fast paced environment.o Provide the highest standards in Customer Relationship Management to a portfolio of customers across a number of sectors.o Develop positive and professional working relationships with key internal and external teams.o Strategic Planning and Priority Setting: getting things done effectively and efficiently.o Results Focused: achieving results resiliently whilst maintaining a high standard of quality & adhering to Bank Policy. Show less

• 

  Claddagh Credit Union

  Jan 2018 - Nov 2023

  Loans Officer
• 

  Ballymote & District Credit Union Limited

  Nov 2023 - Aug 2024

  Senior Loans Officer

  o Assessed loan applications to determine the suitability of product, ability to repay & decisioned accordingly within Credit Union policy guidelines. o Completed loan applications from various channels, counter, web, email & telephone applications using end to end process.o Meet and communicated with members in office to explain the risks and benefits, as well as the terms of loan products and government regulations.o Obtained relevant information and evaluated members financial status, including credit history, debt-to-income ratio, and appraisal reports, to determine recommendation for loan approval.o Prepared detailed loan proposals using excel assessment to confirm repayment capacity.o Confidently recommended loan approval or rejection to manager for loan sign off as BCU operate a two tier sign off process.o Ensured all necessary information and documentation relating to the loan underwriting was recorded properly in electronic file format. o Responded to members queries in a timely manner and resolved any loan-related issues.o Analysed active loan files on a regular basis and recommend solutions to speed up the loan process procedure.o Maintained current knowledge of all applicable lending regulations, the economy, market rates, vendors, and competitors.o Dealt with multiple channel loans from counter queries, telephone, email, web & processed online loans using DocuSign facility.o Strong Microsoft Office skills, with a particular emphasis on excel, and the ability to use relevant industry-specific computer programs. In the case of BCU, Progress Systems Ltd was our banking software provider. Show less