LISA UNDERWOOD
Fort Myers
Summary
Seasoned loan officer with robust background in retail, mortgage, and commercial lending. Skilled in evaluating financial information, assessing risk, and making informed loan approval decisions. Strengths include effective communication with clients to understand needs and providing tailored financial solutions. Demonstrated ability to improve loan processes resulting in increased customer satisfaction and efficiency gains.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Finance and Brand Strategy Coordinator
Advanced Lift Station Services, Inc.
Alva
07.2024 - Current
- Coordinated training sessions for new employees on relevant topics such as safety protocols or company policies.
- Communicated effectively with internal staff members as well as external vendors to resolve issues quickly and efficiently.
- Worked with supervisors or project managers to develop schedules, monitor deadlines and coordinate resources.
- Assisted in the development of process improvement initiatives to increase operational effectiveness.
Financial Center Manager III-V.P.
Regions Bank
Naples and Fort Myers
09.2019 - 10.2024
- Hired, Trained, Coached, Motivated a high producing and fast-paced team, while giving exemplary customer service.
- Oversaw daily operations including cash management, audits, compliance checks, and risk mitigation.
- Drove customer satisfaction score to 96% by enhancing service delivery and staff training.
- Partnered with other lines of business specialists and managers to expand local market presence.
Financial Center Manager II-Asst. V.P.
5th 3rd Bank
Fort Myers
03.2016 - 09.2019
- Lead, coach, and motivated team to exemplify core values while providing world class customer experience all while keeping the customer at the center.
- Execute on Book of Business customer management, utilize the Consultative Sales and Service process, meet operations expectations all while acquiring new Households, acquiring deposits to grow the business and meeting sales metrics to drive P&L.
- Demonstrate and Lead the team in knowledge about products, services, operation processes and internal resources.
- Operate daily operations within the Bank's risk appetite by identifying, assessing, managing, monitoring and reporting risks of all types.
- Responsible for scheduling of staff, performance reviews, create campaign goal strategies/ideas as well as handling client issues.
- Cultivate a One Bank culture with other line of business partners.
- NMLS certified along with Notary capability.
- Maximize the depth and profitability of the customer's relationship by partnering with sales specialists in Merchant Services, Investments with a One Bank approach to ensure an outstanding customer experience.
- Acquire, retain, and expand customer relationships. Proactively meet with customers face to face and over the phone to discover their financial needs and provide product and service recommendations.
- Meets and exceeds sales goal set by Bancorp.
- Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customers and bank assets.
- Perform monthly audits for the branch office to verify that policy and procedures are properly being followed.
- Meet sales goals and coach other CSR staff on products to help them achieve their own goals.
- Cross trained to open/close and maintenance all accounts. Maintain branch cash vault and operate as a bank teller.
Personal Banker I
5th 3rd Bank
Fort Myers
10.2014 - 03.2016
- Developed relationships with customers through timely follow-up, sound advice, and quality service.
- Identified customer needs by actively listening and asking questions to determine appropriate product offerings.
- Maintained knowledge of bank products, services, policies, procedures, and regulations.
Lead Customer Servicer Teller
5th 3rd Bank
Fort Myers
06.2013 - 10.2014
- Provided exceptional customer service to ensure satisfaction with each interaction.
- Facilitated training sessions for new staff members on proper safety protocols when performing service tasks.
- Identified customer needs and provided solutions exceeding expectations.
- Built positive relationships with customers through clear communication and active listening.
Education
BACHELOR'S - BUSINESS MANAGEMENT
Hodges University
FLHIGH SCHOOL DIPLOMA -
Riverdale High School
FLSkills
- Branch Operations Management
- Team Leadership and Staff Development
- Performance Management and Coaching
- Recruitment and Onboarding
- Client Relationship Management
- Sales Strategy and Goal Attainment
- Customer Experience Optimization
- Team leadership
- Sales strategy development
- Effective communication
- Best practices implementation
- Customer relations
- Employee training
- Sales strategies
- Debt restructuring
Certification
- Florida Notary Public
- NMLS
Timeline
Finance and Brand Strategy Coordinator
Advanced Lift Station Services, Inc.
07.2024 - Current
Financial Center Manager III-V.P.
Regions Bank
09.2019 - 10.2024
Financial Center Manager II-Asst. V.P.
5th 3rd Bank
03.2016 - 09.2019
Personal Banker I
5th 3rd Bank
10.2014 - 03.2016
Lead Customer Servicer Teller
5th 3rd Bank
06.2013 - 10.2014
BACHELOR'S - BUSINESS MANAGEMENT
Hodges University
HIGH SCHOOL DIPLOMA -
Riverdale High School