Arshealla Parham
Bear,Delaware
Summary
Seasoned banking professional with 29 years of experience in consumer lending, consumer finance, customer service management, loan servicing, telecommunications, branch services, loan by phone, regulatory compliance and fulfillment, underwriting, and general ledger management. Adept at managing diverse teams, developing efficient processes, and ensuring compliance with industry regulations. Proven track record of driving revenue growth and enhancing customer satisfaction.
Overview
25
25
years of professional experience
Work History
NEW ACCOUNTS QUALITY CONTROL ANALYST
FULTON BANK
DELAWARE
08.2021 - Current
- Manage front line QC approval of all required documentation for all New Deposit and CD acct review (Consumer and Commercial types)
- Quality control review for various account functions processed by all stores
- Decreasing the fraud account opening by more than 42.4% over the fiscal year
- Overseeing compliance with all regulatory requirements such as but not limited to BSA/AML., GLB/Privacy, Ethics for Bankers, and Identity theft/Pretext calling
- Excellent communication skills with internal and external customers/clients
- Problem solving expert
- KYC, CDD and CIP review
- Initiated account restrictions and closures as per fraud prevention and risk management processes
- Strong interpersonal and Customer service abilities.
RELATIONSHIP MANAGER - AVP
BANK OF AMERICA
WILLINGBORO, NEW JERSEY
07.2018 - 02.2021
- Helping clients with investments and financial planning
- Providing financial advice and assistance to clients
- Identifying new businesses to build banking relationships with increase such in our area more than 25% in two fiscal quarters
- Expanding financial services for existing business customers
- Conducting market research and implementing strategies, adding product services for our one product customer increasing cross-sales by more 15% in the fiscal quarter.
VICE PRESIDENT OF CONSUMER LENDING SUPPORT UNIT
TD BANK
MOUNT LAUREL, NEW JERSEY
12.1999 - 12.2017
- Directed all aspects of consumer lending support operations, including underwriting, loan servicing, and loan decision escalations, resulting in a 40% increase in customer retention in the first year of unit’s origination
- Implemented streamlined processes and automation tools, reducing loan decision time by 30% and enhancing overall efficiency
- Developed and executed training programs for loan officers and underwriters to ensure compliance with regulatory requirements and adherence to bank policies
- Oversaw initial decision communication for entire bank footprint including Canadian customer base, managing daily operations, staffing, and customer service initiatives
- Implemented customer service training programs, resulting in a 35% improvement in customer satisfaction scores within six months
- Led the implementation of new technological solutions, including telecommunication systems and telecommunications monitoring/scoring, to improve customer experience and streamline operations
- Managed a team responsible for loan processing, payment processing, and escrow administration, ensuring accuracy and compliance with regulatory requirements
- Developed and implemented policies and procedures to improve efficiency and reduce errors, resulting in a 40% decrease in processing time
- Collaborated with legal and compliance teams to ensure adherence to all state and federal regulations governing loan servicing activities.
Education
MBA - Business Administration And Management
Rutgers, The State University of New Jersey
New Brunswick, NJBachelor of Science - Business Administration And Management
Ashworth College
Norcross, GASkills
- Consumer lending
- Consumer finance
- Customer service management
- Loan servicing
- Telecommunications
- Branch services
- Loan by phone
- Regulatory compliance and fulfillment
- Underwriting
- General ledger management
- Managing diverse teams
- Developing efficient processes
- Ensuring compliance with industry regulations
- Driving revenue growth
- Enhancing customer satisfaction
- Quality control review
- Decreasing fraud account opening
- Overseeing compliance with regulatory requirements
- Excellent communication skills
- Problem-solving
- KYC, CDD, and CIP review
- Account restrictions and closures
- Strong interpersonal and customer service abilities
- Relationship management
- Financial planning
- Identifying new businesses
- Expanding financial services for existing business customers
- Conducting market research
- Implementing strategies
- Adding product services
- Cross-sales
- Directing consumer lending support operations
- Streamlining processes and automation tools
- Training programs for loan officers and underwriters
- Overseeing daily operations, staffing, and customer service initiatives
- Implementing customer service training programs
- Implementing new technological solutions
- Managing loan processing, payment processing, and escrow administration
- Developing and implementing policies and procedures
- Collaborating with legal and compliance teams
- Executive managerial and senior team leadership
Leadership Experience
I have over 30 years of experience in executive managerial and senior team leadership capacities throughout my career. I have cultivated a professional brand that is reflective of the knowledge obtained over the course of my financial services career.
Timeline
NEW ACCOUNTS QUALITY CONTROL ANALYST
FULTON BANK
08.2021 - Current
RELATIONSHIP MANAGER - AVP
BANK OF AMERICA
07.2018 - 02.2021
VICE PRESIDENT OF CONSUMER LENDING SUPPORT UNIT
TD BANK
12.1999 - 12.2017
MBA - Business Administration And Management
Rutgers, The State University of New Jersey
Bachelor of Science - Business Administration And Management
Ashworth College