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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Professional Summary

Driven Business Operations Specialist with track record in commercial lending product operations with sales skills. 7+ years demonstrating strong interpersonal skills and exceptional service within the banking industry focusing withing Credit Union's specifically.

Skills
  • Credit Analysis
  • Management
  • Omega Commercial/Business Lending Training
  • Commercial Credit
  • Financial Statement Analysis
  • Sales Cycle
  • Underwriting
  • Data Analysis
  • Risk Analysis
  • AML (Anti-Money Laundering)
  • BSA (Bank Secrecy Act)
  • Credit Counseling
  • Regulation B
  • Sales Force
  • Member Relations
  • Microsoft Office
  • Conflict resolution
  • Teamwork
Work History
Business Lending Specialist, 08/2020 to Current
Amazon.Com, Inc.Erlanger, KY,
  • Continuously maintains pipeline of loans from processing to closing, and ensures quick closings on all loans
  • Originate credit cards and commercial loans of less than $750K
  • Reviews credit, personal and business taxes, as well as financial documents to review for recommendation for commercial loan products
  • Mentors, Trains, Coaches, and helps lower level staff on policies and procedures
  • Interview and counsel prospective members to discuss available options and alternatives
  • Contact members who are, or have expressed interest in, applying for business loans or other services
  • Collect supporting documentation, e.g., balance sheets, profit and income and cash flow statements, business strategy employed, etc., to evaluate and underwrite business loans
  • Detected any errors, and remedied any errors quickly and efficiently within loan application process
  • Knowledge of SBA 7a program, and general understanding of agriculture business
  • Knowledge of FCA (Farm Credit Act) regulations, NCUA, FINRA, and CFPB regulations
  • Close business loans and ensure loan proceed disbursement
  • Maintain and ensure loan production goals and cumulative loan dollar bookings, conversion, disposition, member service and loan quality are achieved
  • Understands sales cycle in relation to Commercial Lending
  • Effective skills in credit and financial analysis
  • Maintain and ensure loan production goals and cumulative loan dollar bookings, conversion, disposition, member service and loan quality are achieved
  • Assists with complex requests, de-escalating member questions, and maintains one call resolution
  • Assessed credit risk and analyzed financial statements.
  • Conducted presentations to upper management and executive teams for loan recommendations.
  • Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
Business Operations Specialist, 06/2018 to 08/2020
Sheetz, Inc.Pottsville, PA,
  • Acts as Supervisor when no Supervisor/ Assistant Supervisor is present
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
  • Reviewed risk and makes sure in compliance with BSA/AML standards
  • Identified needed business improvements and determined appropriate systems required to implement solutions.
  • Team lead that ensured proper communication between team members, on process improvements, and updating information in manuals daily
  • Maintained compliance with laws and regulations governing commercial loans
  • Conducted presentations to upper management and executive teams for policy and procedure updates
  • Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
  • Acted as supervisor/lead for SBA Loan Processing team managing 10-15 processors and maintaining quality, as well as a great member experience for 6+ month assignment
  • Trains, coaches, and helps motivate employees in division to improve quality and consistency
  • Audits, Coaches, and maintains records for all Commercial Accounts and Business Partners
  • Initiates member correspondence, and provides accurate details to ensure member satisfaction
  • Worked with business unit partners, and outside business unit partners to update manuals, and processes to help improve quality of service
  • Reviewed processes for both Business Membership, and Business Account Settlement and Support, as well as helping implement changes to help make processes efficient
  • Leads team on projects, and helps with presenting information to business partners/management to collaborate and help with efficiency as well as productivity
  • Develops manuals with clear and concise procedures to complete tasks effectively and efficiently
  • Utilized Salesforce for reporting and maintaining service level agreements for the business area
  • Experience in managing multiple priorities independently or in a team environment to achieve goals
  • Recognizes risks associated with Business Services, and makes recommendations to assist with controls for possible regulatory or compliance risks
  • Reviews implementation of controls by performing assessments on how well the business unit is following guidance
  • Reviews data received, and recommends remedies for possibly trends in compliance or regulatory issues that could arise
  • Executes quality assurance program, and ensure program is updated depending on updated policies or procedures given
  • Consult with prospective business units with possibly regulatory issues, as well as look out for possible concerns with regulatory non-compliance within the business unit reviewed
  • Assists with complex requests, de-escalating member questions, and maintains one call resolution
  • Analyzes legal documents, and complex entity documents to help open commercial/business memberships and lending
  • Leads business unit with taking high priority calls, and de-escalates as well as helps members with lending opportunities within commercial lending
  • Help lead with reviewing CFPB (Consumer Financial Protection Bureau) complaints sent to the business unit, and provides guidance on how to proceed to maintain regulatory compliance
  • Regularly review audits, maintain guidelines to industry standards, and update audits when required
  • Promoted enterprise-level risk management practices and helped instill strong culture focused on protective policies and procedures.
  • Instituted contingency plans, ensuring business continuity through cross-training, documentation and data backups.
  • Developed and controlled execution of reporting and analytics for multiple operations departments.
  • Encouraged stakeholders to approach assessments analytically and offer unique insights to bring new understanding to risk management programs.
Member Service Representative II (Asst to Super), 08/2016 to 06/2018
Pen Air Federal Credit UnionCity, STATE,
  • Acted as Team Lead/Supervisor when Manager was not present
  • Acted as Junior Commercial/Consumer/Mortgage Underwriter by reviewing credit worthiness to industry guidelines
  • Assessed credit risk and analyzed financial statements.
  • Reviewed risk and makes sure in compliance with BSA/AML standards
  • Conducted presentations to upper management and executive teams for loan recommendations.
  • Helped gather documents for initial decisioning, and throughout the loan process
  • Commercial, Consumer, and Mortgage loan officer with authority up to $500,000.00
  • Experience with managing Wire, ACH, and all Electronic Transfers located within the Call Center branch
  • Understanding all federal and state laws in regulation with NCUA over all forms of payment (ACH, electronic payments, etc.)
  • Helped initiate wires up to $15 Million, and maintain program for preventing wire fraud by practicing industry standards
  • Continuously outperformed peers in fast paced, and overall busy environment
  • Monitored daily balance of the call center branch ensuring remote tellers, and call center were in balance before leaving their shift, as well as remedying any errors that occurred the same day.
  • Monitored implementation results, resolving conflict and problem-solving as necessary to ensure focus on training for process improvement
  • Assist team members in meeting unit goals and stated service levels
  • Reviewed, revised, and edited procedures for accuracy as well as updating to trends in data received from the call center
  • Develops manuals with clear and concise procedures to complete tasks effectively and efficiently
  • Experience in managing multiple priorities independently or in a team environment to achieve goals
  • Revamped analytics for call center trends, and maintained high efficiency as well compliance with regulatory bodies
  • Trained, mentored, and coached new Member Service Representatives
  • Lending Officer that helped close loans in a timely matter
  • Pulled, analyzed, and coached on credit report
  • Consulted members of denials, and approvals and gave accurate information
  • Counseled members on applications for lending products
  • Collaborated between departments to ensure a high level of member service is received
  • Supported projects to increase efficiency within the call center
  • Analyzed large pools of data, and utilized it to do research and follow business trends
  • Served as a subject matter expert for all call center policies and products offered
  • Resolved and responded to all member concerns to maintain one call resolution
  • Formed financial literacy courses for local high schools to learn, and gain access to the financial world
  • Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
Office Manager, 01/2012 to 08/2016
Gaines Auto CenterCity, STATE,
  • Worked with the General Manager to improve operations
  • Supported the Store Manager in identifying opportunities for potential advantages
  • Provided an exceptional in store experience for customers
  • Managed and trained all staff
  • Performed searches for qualified candidates, reviewed resumes, and scheduled interviews
Education
Master of Science: Interdisciplinary Studies, Business Management And Health Care, Expected in 05/2018
Liberty University - Lynchburg, VA
GPA:
  • Dual Majored in Business, and Health Care Administration
Bachelor of Science: Health Care Administration, Health Care And Business Management, Expected in 05/2015
University of West Florida - Pensacola, FL,
GPA:
  • Majored in Health Care Administration, and a Minor focus in Business Administration

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School Attended

  • Liberty University
  • University of West Florida

Job Titles Held:

  • Business Lending Specialist
  • Business Operations Specialist
  • Member Service Representative II (Asst to Super)
  • Office Manager

Degrees

  • Master of Science
  • Bachelor of Science

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