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Work Background
Park National BankOfficer, Senior Business Analyst
Aug. 2022Charlotte, North Carolina, United States☛ Collaborate with IT and third party vendors to implement a new Loan Origination system
☛ Develop process maps to visualize new workflows
☛ Maintain and write procedure documentation
☛ Third-party vendor risk management reviews
☛ Organize and manage project sprints and releases
☛ Perform gap analysis and identify solutions
☛ Complete monthly executive reporting
Bank of AmericaOfficer, Process Design Consultant
Apr. 2021 - Jul. 2022Charlotte, North Carolina, United StatesAs Officer, Process Design Consultant I, I utilize exceptional project management skills to complete large and complex agile projects ahead of schedule. Being a resourceful professional, I develop operative process designs to streamline process workflows and enhance productivity. In harmony with these duties, I conduct research and analysis to classify optimal methods for identifying and resolving potential issues. Moreover, I perform metric reporting for verifying the attainment of desired goals and objectives. Leveraging my analytical skills, I execute GAP analysis to determine needs and develop effective solutions while utilizing business resources. Along with this, I managed all operations associated with mitigation planning and review, procedure management, and procedure writing. Key Accomplishments: ►Classified lags and gaps by researching and collaborating with program managers and business partners to acquire buy-in for designing an optimal solution that reduced resource allocation to a particular workspace, maximized efficiency, eliminated gaps, protected Bank in potential imposed fines, and enhanced customer experience in the mortgage application process. ►Coordinated with resource partners to comprehensively evaluate, design, and implement effective processes and initiatives, facilitating Retail Sales Home Loans Sales Strategy line of business.
►Arranged Consumer Vehicle Lending training to support process design teams along with overseeing resource teams to mitigate risks that occurred from process changes.
►Played a key role in creating action plans and steering individual project implementation to comply with project needs.
►Implemented business hours change for the Custom and High Net-Worth Mortgage space along with coordinating procedural changes that impacted 2000+ associates.
Bank of AmericaSr. Consumer Loan Underwriter
Aug. 2015 - Apr. 2021In this role, I served as DFS/CVL Credit analyst for individual and commercial auto loan applications in coordination with dealerships. In addition to this, I appraised data from credit reports and other relevant resources to deliver an average of $7M in loans. Furthermore, I confirmed the timely completion of the loan by cultivating virtual relationships with funding partners. In harmony with these duties, I strengthened dealer relationships by effectively managing escalated issues promptly and organizing structuring deals as per Bank policies. Using my communication skills, I liaised with Clients Relationship Managers to ensure efficient and complete service in the allocated area. Leveraging my analytical skills, I managed risks in appraising for potential frauds and pay in line with bank standards. Along with this, I functioned as subject matter expert for peers in administering retail lending procedures. Moreover, I facilitated a process improvement workgroup in carrying out day-to-day operations with underwriters and partners. Key Accomplishments: ►Created and implemented a reporting tool and SharePoint site, which minimized file hold time from average of nine days to two days.
►Developed exclusive presentations of operational improvement recommendations for senior leaders and standard operating procedures (SOPs) for individual contributors.
►Acted as Voice of Associate representative in accumulating and conversing team ideas for operations enhancements.
►Led operational change initiatives for department; formulated and processed ad-hoc reporting for managers and executives.
►Organized training of new and returning associates along with oversaw operational change initiatives for the department.
Bank of AmericaDFS Sr. Loan Officer
Jan. 2014 - Dec. 2015In this role, I evaluated existing bank relationship to recommend optimal product options to the client. In addition to this, I trained new associates and oversaw continued training of experienced associates. Furthermore, I functioned as subject matter expert while leading auto loan requests through telephone. In harmony with these duties, I collaborated with Banking Center Associates in finalizing auto loans for clients. Key Accomplishments: ►Developed job aides for all associates and facilitated 95% of associates to outperform closed loans.
►Liaised with Underwriters to make productive decisions that supported customers and bank objectives. ►Demonstrated extraordinary efforts in managing risk and safeguarding from fraudulent activity.
Bank of AmericaDFS - Retail Consumer Underwriter
Jan. 2014 - Dec. 2015As DFS - Retail Consumer Underwriter, I managed all operations linked with retail consumers' underwriting, such as underwriting auto loans about credit reports and bank standards for direct applicants with Bank. In addition to this, I offered excellent customer service by promptly identifying and resolving customer issues. Key Accomplishments: ►Collaborated with Loan Officers to adjust loan rates according to customer requirements as required.
►Managed risk in appraising for potential fraud and ability to pay along with offering an average of $4M in loan monthly.
Bank of AmericaEscalation Loan Officer
Jan. 2014 - Dec. 2014Alpharetta, Georgia, United StatesWhile serving as DFS - Escalation Loan Officer, I liaised with underwriters for making strategic decisions for customers and Bank. In addition to this, I arranged continual training for peer associates. Furthermore, I appraised and rectified deals that experienced funding issues. In harmony with duties, I administered and resolved escalated customers' concerns. Key Accomplishments: ► Functioned as Subject Matter Expert while overhauling escalation process and minimizing resolve time by 60%.
► Formulated and executed workflows that optimized processes and amplified department productivity.
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