Brandy Richardson
Tampa,FL
Summary
Self-motivated, organized, and detail-oriented with strong decision making and problem-solving skills. Excellent verbal, written, and interpersonal communication and dedicated to providing positive customer experiences. Adaptable to evolving business needs and collaboration across business levels and functions. Skilled in Commercial Real Estate, Consumer Real Estate, Title Insurance, and Closing processes.
Overview
18
18
years of professional experience
Work History
Loan Administration Analyst
Citi
Tampa, FL
01.2022 - Current
- Complete Community Investment Act (CRA) loan analysis by preparing a formal CRA CD Rationale for all qualified lending and investment deals to generate tax credits for Citi Community Capital.
- Complete post- closing underwriting data analysis to resolve underwriting discrepancies.
- Coordinate the collateral tracking of both physical, electronic documents and collection of real estate loan documentation for each deal received and enter UCC information into DealTrax .
- Ensure closing files comply with internal and external requirements and follow up with counsel for outstanding legal documentation
- Assist Underwriters and Investment Banking with municipal and agency securitization related legal and loan file documentation requests to identify opportunities to promote liquidity opportunities in the current market.
- Consistently receive exceptional performance reviews. Recent Successful projects included being main contact for CitiVelocity project, providing the company with a cost saving by having our external legal teams upload post- closing documentation to CitiVelocity.
- Collaborate with Berkadia for quarterly Operating Statement Analysis Reports, Rent Roll, Property Operating Statements, and audited Financials for Securitization.
Intermediate Associate Analyst
Citi
Tampa, FL
06.2020 - 01.2021
- Supported Institutional merchants with daily business-to-consumer transactional activities and report reconciliation.
- Developed in-depth knowledge of Spring by Citi applications and created training material with subject matter expertise for communicating professionally and diplomatically with clients.
- Provided phone and email help desk support for clients with transaction discrepancies.
- Identified, prioritized, and resolved client issues and escalate to next level of support when applicable.
- Opened, managed, and owned cases end-to-end providing clients with timely, accurate, and professional updates and resolution.
- Remained current with product knowledge related to new functionality and release updates for supported products and follow established procedures.
- Reviewed transaction data to correct deficiencies and errors via Mastercard Payment Gateway Services.
Senior Support Specialist I
JP Morgan Chase
Tampa, FL
06.2019 - 06.2020
- First level support for business-to-consumer merchant calls related to point-of-sale hardware, troubleshooting terminals, and downloading software updates to terminal products.
- Provided specific account information and transactional batch information and thoroughly document customer concerns and resolutions.
- Successfully completed terminal software training and met all call quotas while adhering to call quality monitoring guidelines.
Operations Team Lead
Bank of America
St. Louis, MO
03.2013 - 12.2018
- Proposed and implemented extending escalation SLA completions to achieve satisfactory results of 95%.
- Created monthly scorecards with Title Vendor Performance root causes for escalated issues during closings and managed the workflow of the National Title Platform (NTP) escalation mailbox.
- Provided follow-through support and resolution of escalations to prevent unexpected closing costs.
- Exceeded results, achieving 100% at sending subordination exceptions to Title Vendors due to an unforeseen delay and risk of not being received in time for closing.
- Created monthly customer complaint logs in Excel for each Title Vendor and uploaded vendor notification information to SharePoint for Resource and Third-Party Management.
Customer Advocate /Document Administrator III
Bank of America
St Louis, MO
03.2013 - 12.2018
- Received and processed written and verbal customer complaints addressed to the Office of the CEO by regulators (OCC/CFPB) and public officials.
- Increased customer loyalty by building rapport while addressing customer needs.
- Engaged negotiators and colleagues in collections to support resolution of issues and concerns for accuracy to eliminate risks to the company.
- Applied researching skills to locate final title policy documentation on defaulted accounts.
Vendor Administrator
CRE Settlement Services
St. Louis, MO
01.2006 - 05.2011
Education
Bachelor of Arts - Business Management
Webster University
St Louis, MOSkills
- Analytical and Critical Thinking
- Oracle PeopleSoft
- Interpersonal Skills
- Title Examination
- Microsoft Office
- Active Listening
- HIPAA Compliance
- Customer Account Management
- De-escalation Techniques
- Creative Problem Solving
Timeline
Loan Administration Analyst
Citi
01.2022 - Current
Intermediate Associate Analyst
Citi
06.2020 - 01.2021
Senior Support Specialist I
JP Morgan Chase
06.2019 - 06.2020
Operations Team Lead
Bank of America
03.2013 - 12.2018
Customer Advocate /Document Administrator III
Bank of America
03.2013 - 12.2018
Vendor Administrator
CRE Settlement Services
01.2006 - 05.2011
Bachelor of Arts - Business Management
Webster University
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