ANNA BATI
Jacksonville,FL
Summary
Motivated Banking Operations Specialist with under one year of hands-on experience in consumer lending and banking operations, supported by an Associate of Arts in Business. Demonstrates strong performance in high-volume, regulated environments with a focus on accuracy, compliance, and customer trust. Experienced in loan application review, identity verification, and member advocacy, with consistent top performance metrics and strong quality results. Highly interested in pursuing a long-term career in banking due to a passion for financial services, operational excellence, and helping customers navigate important financial decisions within a compliant and ethical framework.
Overview
2
2
years of professional experience
Work History
Loan Origination Specialist
SoFi
Jacksonville
06.2024 - Current
- Respond to 50+ inbound member inquiries per day via phone and chat regarding Student Loan and Personal Loan applications, ensuring timely and accurate resolution
- Verify member identity and protect sensitive financial information in strict adherence to compliance and regulatory guidelines
- Take full ownership of member concerns, proactively identifying root causes to prevent repeat inquiries and improve first-contact resolution
- Demonstrate empathy, professionalism, and advanced problem-solving skills while navigating complex loan application scenarios
- Clearly document all member interactions using standardized templates to ensure accuracy, audit readiness, and data integrity
- Develop and maintain strong knowledge of loan origination systems, internal processes, and paperless documentation requirements
- Served on a Member Advocacy Project Team, analyzing member concerns and complaints, transforming qualitative feedback into actionable data insights
- Collaborated with cross-functional teams to highlight trends, improve workflows, and recommend technology and process enhancements
- Actively advocate for members to improve products, operations, and overall member experience
- Share insights with teammates regarding recurring issues, complaints, and opportunities for operational improvement
- Perform ad-hoc duties as assigned in a fast-paced, high-volume environment
- Investigated escalated member complaints
- Proactively contacted members to understand concerns
- Analyzed trends and root causes
- Partnered cross-functionally to improve processes & technology
- Balanced empathy with compliance and documentation
Education
Bachelor’s Degree - Business Administration
Florida State College at Jacksonville
Jacksonville, FLAssociate Degree - Business
Florida State College at Jacksonville
Jacksonville, FL05.2023
Skills
Billing and Payment Processing
Account Reconciliation & Collections
Microsoft Office 365
Customer Relationship Management (CRM) Tools
Conflict Resolution & Problem-Solving
Data Entry & Financial Account Management
Compliance Management and Reporting
Additionalhighlights
Consistently achieved perfect Quality Assurance (QA) results, top scorecard rankings, and strong CSAT scores in a high-volume, regulated banking environment.
Reviewed consumer loan applications and documentation, demonstrating strong understanding of eligibility requirements, application criteria, and lending compliance standards.
Served as a Member Advocate, investigating escalated complaints, proactively engaging customers to understand concerns, and identifying root causes to support operational and technology improvements.
Timeline
Loan Origination Specialist
SoFi
06.2024 - Current
Bachelor’s Degree - Business Administration
Florida State College at Jacksonville
Associate Degree - Business
Florida State College at Jacksonville