Keri Chaney

• Managed loan workflow throughout the Flood Operations group to ensure SLAs were met as well as Loan Closing Dates were prioritized to best serve the customer.
• Reviewed and responded to escalations regarding policy and procedure questions.
• Partnered with Legal, Compliance and Control partners regarding escalations that went above and beyond documented processes.
• Group contact for all lines of business within the Commerical/Wholesale space for questions regarding loans in our pipeline, SLAs and procedures for Flood review.
• Facilitated weekly/biweekly meetings with each line of business to review respective pipelines with status of the review and any questions from the team members that have not been resolved for loan closing.
• Lines of business partnered with included Middle Market Banking, Commercial Real Estate, Home Builder Banking, Energy, Food and Agriculture, Commercial Mortgage Servicing, Capital Finance, Hotel and Restaurant Finance, as well as Equipment Finance among others.
• Worked with both the Loan Closing teams as well as Quality Review teams to manage workflow from one team to the next and allowing the proper time needed to complete a thorough review.
• Assisted team members with reviewing and verified loan documents for accuracy, completeness, and adherence to bank policies and FDPA regulations.
• Implemented process improvements that streamlined workflows and reduced closing timelines.
• Led initiatives to enhance customer service experience during the closing phase of loans.
• Supported organizational growth initiatives by participating in cross-functional projects aimed at streamlining processes and improving customer experiences.
• Served as a reliable resource for colleagues seeking guidance or clarification on loan closing processes, contributing to a supportive work environment.
• Improved customer satisfaction by providing timely updates and addressing concerns throughout the loan closing process.
• Adapted quickly to new technologies and software systems introduced within the organization, ensuring seamless integration into daily operations.

• Managed both Quality Audit teams as well as newly formed loan processing team within the Flood Operations group.
• Managed loan processing workflows to ensure timely and accurate loan disbursements.
• Collaborated with compliance teams to ensure adherence to regulatory requirements in loan documentation.
• Analyzed loan performance metrics to identify trends and recommend improvements in processes.
• Facilitated communication between departments to enhance coordination of loan processing activities.
• Played an integral role in successfully passing annual internal audits conducted by both internal and external parties.
• Championed a culture of continuous improvement within the Loan Administration team, leading by example in embracing new ideas and challenging the status quo to drive positive change.
• Reduced processing time for loan applications through careful organization and prioritization of tasks.
• Developed strong working relationships with lending partners to ensure seamless collaboration during the approval process.
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• Conducted comprehensive quality assessments of financial products to ensure compliance with regulatory standards within the Executive Office Escalation Review group for Credit Card Servicing.
• Reviewed each escalation and resolution provided to the customer maintaining focus on the regulations reviewed during the process. Focus on Fair Lending, CFPB, Truth in Lending as well as any others found in escalation review.
• Led initiatives for continuous improvement, reducing errors in production processes through strategic oversight and analysis.
• Facilitated training sessions for new quality reviewers with our partner team in Manilla to review processes and procedures for doing a quality audit on customer escalations. *Was requested as sole trainer by management in Manilla.
• Developed data reports to be reviewed with partners within the Executive Office group reviewing quality results and offers for improvement to procedures.

2000-2005

• processed title, UCC, aircraft, boat as well as stock collateral to ensure that the bank was listed as lender on the collateral.

2005-2014

• managed multiple teams within the Consumer Lending Collateral Perfection group.
• Managed teams between 3 - 18 employees for collateral perfection.