ADREANNA JORDAN
Atlanta,GA
Summary
Banking professional with 9+ years of experience delivering complex case resolution, customer consultation, and operational support in highly regulated environments. Proven ability to analyze documentation, investigate issues, communicate with diverse stakeholders, maintain confidentiality, and manage cases from initial inquiry through resolution. Recognized for empathy, attention to detail, sound judgment, and collaborating across multiple business partners to deliver exceptional client and employee experiences while ensuring compliance with company policies.
Overview
12
12
years of professional experience
Work History
Senior Retail Loan Processor
Bank of America
Atlanta, GA
08.2021 - Current
- Manage end-to-end operational workflows from initial inquiry to resolution while ensuring compliance with Bank of America policies and regulatory requirements.
- Analyze financial and supporting documentation to determine appropriate next steps and identify missing or conflicting information requiring follow-up.
- Serve as a primary point of contact between customers, dealerships, underwriters, and internal business partners to resolve operational issues and support timely process execution.
- Support multiple concurrent work-streams while consistently meeting quality, productivity, and service-level expectations.
Credit Specialist (Collections Department)
Bank of America
Atlanta, GA
12.2019 - 08.2021
- Worked closely with internal partners to resolve escalated issues and improve operational outcomes.
- Consulted with customers experiencing financial hardship by assessing individual circumstances and identifying appropriate solutions.
- Maintained confidentiality while documenting customer interactions accurately within internal case management systems.
- Executed quality reviews to maintain data accuracy and identify discrepancies requiring corrective action.
Bank Teller / Member Service Representative / ITM Specialist
Lake Michigan Credit Union
Grand Rapids, MI
02.2017 - 09.2019
- Opened and serviced consumer deposit and lending accounts, ensuring accurate account setup and customer satisfaction.
- Assisted members with loan applications, collecting supporting documentation to facilitate timely processing.
- Collaborate across business units to implement process updates and ensure consistent execution of operational procedures.
- Managed cash operations and balancing procedures, adhering to audit standards to ensure financial integrity.
Customer Service Consultant
PNC Bank
Kalamazoo, MI
10.2014 - 02.2017
- Assisted customers in selecting banking products, servicing accounts, and resolving issues to enhance their banking experience.
- Researched account concerns and delivered timely solutions, improving customer satisfaction.
- Recommended tailored banking products based on customer needs, contributing to increased customer engagement.
- Supported operational and compliance requirements while delivering high-quality service.
Education
Bachelor of Business Administration - Finance
Georgia State University
Skills
- Business Process Management
- Cross-Functional Collaboration
- Conflict Resolution
- Regulatory Compliance
- Written and Verbal Communication
- Confidentiality
- Documentation Review & Processing
- Attention to detail
- Research analysis
- Time Management
- Operational Risk & Control
- Reporting and Metrics
- Microsoft Excel
- Workday
Timeline
Senior Retail Loan Processor
Bank of America
08.2021 - Current
Credit Specialist (Collections Department)
Bank of America
12.2019 - 08.2021
Bank Teller / Member Service Representative / ITM Specialist
Lake Michigan Credit Union
02.2017 - 09.2019
Customer Service Consultant
PNC Bank
10.2014 - 02.2017
Bachelor of Business Administration - Finance
Georgia State University