Lana Smoot

• Interacted with team members across departments to research and resolve customer issues.
• Quickly responded to all client inquiries and asked appropriate questions to facilitate resolution by phone, email, or chat.
• Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Supported the front-line business in onboarding new clients including gathering information for KYC and managed/downloaded documentation into record keeping depository (Salesforce).
• Met customer call guidelines for service levels, handle time and productivity.

Primarily works with the General Industries portfolio with most loans being member participations.

• Joined Richmond Team in 2015 to rollout new closing process adding the loan closer to become an essential party to the deal team.
• Assisted with nearly 1,000 loans in the last three years with over 400 in 2017 and approximately one quarter of those being new loans.
• Delivered positive customer experiences and successful deal closures through open, constructive communications.
• Maintained checklists of required documentation and open issues affecting closings.
• Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
• Member of the LSTA and chosen to attend annual conference in NY City.
• Received numerous awards including “Onederful” and “Best People” and voted as “2017/2019 Rock Star Teammate” of the year.

• Supported MM and Private Bank clients during
• Prepared in-house legal documentation as well as working with attorney prepared deals
• Worked closely with RM’s, UW’s, Loan Servicing, Collateral, and other departments
• Worked to clear all exceptions
• Ensured all lending regulatory requirements were met
• Led various special projects that included a loan program tranche for a new professional firm with overpartner loans and a new foreign government bond program leading to an award and trip to NY to attend client’s annual conference.
• Completed the Loan Administrator Training Program for Commercial and Consumer transactions
• Learned all aspects of the role including how to prepare and understand legal documentation, booking loans, and perfecting collateral liens
• Worked on special projects to streamline loan closing process.

• Supported the Sports Diversified and General Industries portfolio
• Worked with RM’s and UW’s in the closing process and kept track of covenants and reporting requirements to ensure compliance.

• Completed the Loan Administrator Training Program for Commercial and Consumer transactions.
• Learned all aspects of the role including how to prepare and understand legal documentation, booking loans, and perfecting collateral liens.
• Worked on special projects to streamline loan closing process.