Jordan Norfolk
Salisbury,MD
Summary
Results-oriented professional with extensive experience in commercial lending operations, financial analysis, and client relationship management. Proven track record in achieving compliance excellence and enhancing operational efficiency. Adept at leading presentations, managing complex portfolios, and leveraging advanced technical tools to drive business intelligence and project success. Seeking to leverage expertise in compliance management and operational support to excel as a Commercial Lending Operations Support and Delivery Manager.
Overview
9
9
years of professional experience
Work History
Commercial Client Specialist
Truist
Ocean City, MD
01.2022 - Current
- Appointed as Subject Matter Expert in Operations for Maryland Region
- Awarded 2022 2nd Quarter CCS Reward and Recognition
- Managed Commercial Real Estate and C&I client portfolios with a 100% Compliance rating on Risk and Quality Scorecard in 2023
- Enhanced sales and portfolio growth by identifying referral opportunities and collaborating with Relationship Managers (RMs) and Integrated Relationship Management (IRM) partners
- Supported RMs by maintaining pipeline accuracy, preparing calls, managing account onboarding, and CRM data
- Enhanced sales by creating prospect lists and scheduling appointments, resulting in increased portfolio growth
- Provided exceptional client service by addressing and resolving issues related to commercial loans, deposits, and fee management
- Ensured accurate data and timely issue escalation to support portfolio management
- Assisted with compliance and resolved documentation exceptions
- Managed problem loans by reviewing past-due reports, monitoring payments, and addressing collection issues.
- Developed strong relationships with key clients, resulting in increased revenue and repeat business.
Senior Relationship Banker
BB&T now Truist
Salisbury, MD
03.2019 - 01.2022
- Promoted from Branch Banker II to Branch Banker III in April 2019, promoted to Senior Relationship Banker in January 2021
- Managed complex banking transactions, including secured and unsecured lending, and intricate account setups
- Conducted audits to ensure compliance with federal regulations and managed branch operations, including staffing and reporting
- Provided coaching to teammates and contributed to branch financial success.
- Increased cross-selling opportunities through identifying clients' needs and recommending appropriate banking products.
- Supervised daily branch operations to ensure efficiency, compliance, and a positive customer experience.
- Resolved complex customer issues, resulting in increased trust and loyalty among clients.
- Provided support during audits by ensuring accurate documentation was maintained for all client interactions.
Branch Sales and Service Associate
PNC Bank
Salisbury, MD
09.2018 - 03.2019
- Mitigated risk by adhering to policies and procedures and identifying potential losses
- Expanded customer base through proactive sales and service initiatives, improving customer experience and increasing revenue.
- Developed strong relationships with clients through consistent communication and excellent service delivery.
- Actively participated in team meetings, sharing valuable insights for process improvements and best practices adoption.
- Balanced multiple priorities effectively while maintaining keen focus on delivering exceptional customer experiences consistently.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
Mortgage Loan Officer
BB&T
Easton, MD
08.2017 - 08.2018
- Maintained knowledge of mortgage strategies and ensured compliance with internal and external policies
- Provided expert mortgage advice, driving cross-sell opportunities and supporting loan administration.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
- Managed risk effectively by adhering closely to compliance guidelines during all stages of the loan origination process.
- Built a revolving loan pipeline exceeding $1MM in volume
Float Teller and Branch Banker
BB&T
Salisbury, MD
06.2015 - 08.2017
- Managed new account openings, cross-sold products and services, and resolved client issues
- Contributed to team success by participating in sales, service, and product knowledge meetings.
- Strengthened relationships with customers through active listening and effective communication skills.
- Ensured compliance with bank policies, procedures, and regulations while completing transactions.
- Contributed to branch efficiency by conducting end-of-day reconciliations and audits.
- Maintained secure cash handling procedures, ensuring proper vault and drawer balancing.
Education
Bachelor’s Degree in Business Administration -
University of Maryland Global Campus
Adelphi, MD07.2021
Pursued Bachelor’s Degree in Business Management -
Salisbury University
Salisbury, MDHigh School Diploma -
North Dorchester High School
Hurlock, MD05.2014
Skills
- Communication: Strong written and verbal communication skills; adept at leading presentations
- Compliance Management: Expertise in adhering to regulatory and internal standards
- Financial Analysis: Proficient in analyzing financial statements and processing construction loan draws
- Organizational Skills: Highly organized with strong time management abilities
- Problem Solving: Excellent critical thinking and detail-oriented problem-solving skills
- Technical Proficiency: Advanced knowledge of Microsoft Office, CRM systems (eg, Salesforce), and BI tools (eg, Tableau, QlikSense)
- Data Analysis: Skilled in using data analysis tools for decision-making support
- Portfolio Management: Understanding of portfolio strategies, loan structuring, and performance metrics
- Reporting and Documentation: Ability to prepare detailed reports and documentation
- Project Management: Skilled in managing projects, including planning and execution
- Client Relationship Management: Experienced in managing and enhancing client relationships
Timeline
Commercial Client Specialist
Truist
01.2022 - Current
Senior Relationship Banker
BB&T now Truist
03.2019 - 01.2022
Branch Sales and Service Associate
PNC Bank
09.2018 - 03.2019
Mortgage Loan Officer
BB&T
08.2017 - 08.2018
Float Teller and Branch Banker
BB&T
06.2015 - 08.2017
Bachelor’s Degree in Business Administration -
University of Maryland Global Campus
Pursued Bachelor’s Degree in Business Management -
Salisbury University
High School Diploma -
North Dorchester High School