LaShandra Tyler
Charlotte,NC
Summary
Driven finance professional with demonstrated history of developing employees which enables them to excel in their opportunities and consistently exceed performance goals. Demonstrated ability to manage highly confidential personal and financial information in a sensitive manner. Adapt to working in a demanding environment with strong organizational skills. Versatile Branch Manager offers financial consulting, great credit and financial analysis, employee coaching and training expertise coupled with outstanding time management and conflict resolution skills. Seasoned leader with nineteen years of experience overseeing day-to-day operations of a branch. Committed to finding creative ways to motivate employees to exceed customer service and sales goals.
Overview
22
22
years of professional experience
Work History
Branch Manager
Austin Capital Bank
Austin, TX (Remote)
05.2022 - 11.2022
- Maintained financial responsibility for all expenses, wages, and asset management
- Identified operational deficiencies and implemented improvement plans
- Increased sales by 20% within six months
- Maintained weekly reports on operations and sales
- Hired and trained all employees
- Assessed employee performance and developed improvement plans
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
Branch Manager
American Residential Lending
Feasterville-Trevose , PA (Remote)
04.2021 - 04.2022
- Maintained friendly professional interactions when employees had issues with clients or realtors
- Assessed employee performance and developed improvement plans
- Met deadlines by proactively managing individual and team tasks and streamlining processes
- Engaged employees in business processes with positive motivational techniques
- Complied with regulatory guidelines and requirements
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set
- Resolved various issues impacting sales management and business operations
- Completed filings and upheld strict compliance with regulatory agencies and supervisors
- Forecasted trends and recommended improvements based on financial risk analyses
- Increased sales and proficiency by 15% within a four-month timeframe
- Trained new staff and existing staff on current and upcoming changes to the branch.
Branch Manager
OneTrust Home Loans
Houston, TX (Remote)
07.2017 - 04.2021
- Complied with regulatory guidelines and requirements
- Forecasted trends and recommended improvements based on financial risk analyses
- Launched new training program to boost employee skills and staff retention rate
- Evaluated project applications and verified with outline specifications to approve, reject, and recommend adjustments
- Examined customer loan applications for loan approvals and denials
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies
- Generated financial and operational reports to assist management with business strategy
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations
- Engaged employees in business processes with positive motivational techniques
- Created strategies to develop and expand existing customer sales, resulting in an increase in annual sales.
Sr. Mortgage Loan Officer
Bank of America
Charlotte, NC
12.2012 - 06.2017
- Identified, developed, and maintained a quality network of business relationships
- The liaison between various departments which included the mortgage loan processors, underwriters, bank representatives in the branches and the clients
- Analyzed new federal guidelines, programs, and changes
- Responded to customer inquiries and referrals from various banking channels
- Conducted interviews with prospective borrowers to analyze each client’s objective
- Analyzed credit data and determined customer financing objective and qualifications
- Advised clients of product/pricing and policy guidelines to assure I was offering the most beneficial product for each client
- Maintained exceptional customer service by maintaining knowledge of lending guidelines and perimeters for each product.
Mortgage Loan Consultant
CitiMortgage
Fort Mill, SC (Remote)
02.2008 - 12.2012
- Explained and determined the correct assistant options for clients based on a case-by-case scenario
- Analyzed financial information for customers to make an initial assessment regarding whether the customer may qualify for a particular assistant program (HAF)
- Took inbound and outbound calls, take payments on past due accounts, retrieve documents for review when documents are faxed in by clients
- Analyzed information about the client's financial situation, financial and personal objectives, income, assets, debts, cash flow, and credit history
- Updated income and expenses to determine eligibility for assistance programs
- Worked directly with third parties to coordinate in-flow of new repayment plans and outflow of litigation referrals
- Worked with Loss Mitigation unit managers to assist with special projects
- Clear and precise understanding of investor programs and guidelines to give the client a solid understanding of expectations to successfully complete each program
- Familiar with FHA, VA, FNMA, FHLMC, Conventional, and private investor loans and guidelines to assist clients accurately.
Sr. Loan Processor
Citigroup
Charlotte, NC
08.2007 - 06.2008
- Identified document inconsistencies with special emphasis placed on proper due diligence on proof of income, applicant ID verification, and insurance verification
- Verified information on multiple systems required by corporate, state, and federal policies during the originating of the loan
- Interviewed candidates for CBR red flag to follow the Patriot Act provisions
- Implemented fraud detection techniques to assure loans are following company, state, and federal guidelines
- Met sales, booking, and audit goals at 97% managing an average pipeline of 100 loans or more depending on how many applications received
- Interviewed clients to detect fraud by dealerships and clients
- Reported findings of any fraud detected to senior management for follow-up with external B2 clients.
Sr. Account Manager
Citigroup
Charlotte, NC
08.2004 - 08.2007
- Reviewed financials and personal hardship while working within investor guidelines to approve or deny a workout option
- Validated clients' proof of income in the system by doing income calculations using paycheck calculator
- Contacted clients to inform them of required documents to complete the loan modification processing.
Claims Adjustor III (Service)
Allstate
Charlotte, NC
02.2003 - 08.2004
- Investigated claims against our insured for personal, casualty, or property loss and other damages
- Interviewed and corresponded with claimant and witnesses if any were available or willing to discuss the details of the incident
- Prepared report of findings and negotiated settlements with applicants
- Contacted local authorities and hospital records for accuracy of claims, scheduled a property inspector to observe property damages.
Operation Supervisor (Collections)
Risk Management Alternatives
North Augusta, SC
01.2001 - 02.2003
- Led and managed the day-to-day activities of the Collections Team
- Motivated and train subordinates'
- Worked well in a team environment collaborating across diverse groups
- Showed leadership skills and ability to direct and motivate staff with integrity and ethics
- Set appropriate performance management metrics for operations staff; held self and team accountable for delivering results
- Evaluated and appraised performance of team members and provided additional training as needed
- Prepared monthly target statistics and prepared team reports for senior management
- Appraised new credit proposals, supervised billing & invoicing
- Motivated staff improved newly developed processes and identified opportunities for improvements to efficiency, productivity, and quality control.
Education
BS : Business Management -
University of Phoenix
06.2024
Skills
- Experienced Loan Officer
- Advance Mortgage Expertise
- Superior Work Ethic
- Strong Interpersonal Skills
- Customer Transactions
- Risk Mitigation Strategies
- Operations Management
- Client Rapport-Building
- Account Analysis Expertise
- Employee Development
- Financial Oversight
- Process Improvement
- Banking Products and Services
- Relationship Building
- Coaching and Mentoring
- Branch Operations Management
- Risk Mitigation
- Regulatory Compliance
- Upselling and Cross-Selling
- Conflict Resolution
Timeline
Branch Manager
Austin Capital Bank
05.2022 - 11.2022
Branch Manager
American Residential Lending
04.2021 - 04.2022
Branch Manager
OneTrust Home Loans
07.2017 - 04.2021
Sr. Mortgage Loan Officer
Bank of America
12.2012 - 06.2017
Mortgage Loan Consultant
CitiMortgage
02.2008 - 12.2012
Sr. Loan Processor
Citigroup
08.2007 - 06.2008
Sr. Account Manager
Citigroup
08.2004 - 08.2007
Claims Adjustor III (Service)
Allstate
02.2003 - 08.2004
Operation Supervisor (Collections)
Risk Management Alternatives
01.2001 - 02.2003
BS : Business Management -
University of Phoenix
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