Armanda Roberts
Summary
Well-qualified administrative team member bringing demonstrated knowledge and abilities in loan processing. Effectively organize paperwork, resolve discrepancies, and work with third-party vendors to clear issues and complete closings. Proficient in escrow analysis review, taxes, and insurance payments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I am an earnest individual with human service experience who supports and guides my community in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services.
Overview
12
12
years of professional experience
Work History
Senior Loan Servicing Specialist
United Nations Federal Credit Union
New York, NY
06.2019 - Current
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Promoted a positive brand image by effectively resolving complex or escalated issues that required specialized expertise.
- Implemented efficient processes for handling high-volume support requests while maintaining quality standards.
- Utilized advanced software tools for efficient tracking, reporting, and analysis of key performance metrics within the loan servicing department.
- Reduced response time for customer inquiries with effective prioritization and multitasking.
Community Advocate
A Better Balance
New York, NY
10.2012 - Current
- Recognized contributions of passing the federally regulated law: Pregnant Workers Fairness Act (PWFA) in NY 2016
- Recognized contributions of passing the PWFA in Senate in 2023
- Using my voice and experience to serve my community through advocacy work
- Testified to the Senate HELP Committee 2014
- Featured on MSNBC, CNN, Huffington Post, and The New York Times
- Wrote op-ed for the Daily News describing the importance of passing the Pregnant Workers Fairness Act
Senior Loan Servicing Coordinator
New York Community Bank
Hicksville, NY
06.2016 - 06.2019
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
Assistant Branch Manager
New York Community Bank
Babylon, NY
02.2014 - 06.2016
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
Education
Associate of Science - Business Administration And Management
Queensborough Community College of The City University of New York
Oakland Gardens, NYBachelor of Science - Accounting And Finance
Post University
Waterbury, CT05.2027
Skills
- Patience and composure
- Client Relationship Building
- Customer service expertise
- Exceptional communication
- Teamwork and Collaboration
Timeline
Senior Loan Servicing Specialist
United Nations Federal Credit Union
06.2019 - Current
Senior Loan Servicing Coordinator
New York Community Bank
06.2016 - 06.2019
Assistant Branch Manager
New York Community Bank
02.2014 - 06.2016
Community Advocate
A Better Balance
10.2012 - Current
Associate of Science - Business Administration And Management
Queensborough Community College of The City University of New York
Bachelor of Science - Accounting And Finance
Post University