Niya Trusty
Philadelphia,PA
Summary
Experienced administrative professional with over 15 years of expertise in providing assistance to high-achieving executives. Proven track record of efficiently supporting professional needs with meticulous organization and precision. Skilled in managing demanding workloads in fast-paced and dynamic environments, ensuring seamless operations and optimal productivity.
Skilled at offering high-level administrative support to senior-level staff. Expertly assists executive team using exceptional communication and organizational skills.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
Penn Community Bank
11.2023 - Current
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Answered customer questions and explained available services such as deposit accounts, cd's, loans and lines of credit.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Relationship Banker
Truist Bank
05.2022 - 11.2023
- Organized and coordinated conferences and monthly meetings.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Answered high volume of phone calls and email inquiries.
- Worked with clients to address and respond to client and partnership management issues.
Mortgage Closer
Cross Country Mortgage
10.2020 - 03.2022
- Collaborated with lenders, agents, and legal professionals to resolve transactional and title issues.
- Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
- Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.
- Maintained checklists of required documentation and open issues affecting closings.
- Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
Mortgage Closer
Freedom Mortgage
10.2019 - 10.2020
- Work with underwriters to resolve application problems and correct any issue.
- Maintain thorough knowledge of lending programs policies,procedures, and regulatory requirements.
- Track daily loan progress, proactively addressing potential issues impacting closing date.
- Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
Mortgage Closer
Firstrust Bank
05.2016 - 05.2019
- Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.
- Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
- Collaborated with lenders, agents, and legal professionals to resolve transactional and title issues.
- Maintained checklists of required documentation and open issues affecting closings.
Lead Customer Care Representative
Firstrust Bank
05.2010 - 05.2016
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Worked with customers via telephone to answer questions, process transactions, and resolve issues.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Assisted call-in customers with questions and orders.
Education
Associate of Arts - Business
Community College of Philadelphia
Philadelphia 05.2022
Skills
- MS Office
- Salesforce
- Encompass
- Microsoft Teams
- Zoom Meetings
- Handling Escalations
- Leading Team Meetings
- Call Center Operations
- Teller Support
- Financial Services
- Presentation Development
- Staff Management
- Strategic Planning
Timeline
Customer Service Supervisor
Penn Community Bank
11.2023 - Current
Relationship Banker
Truist Bank
05.2022 - 11.2023
Mortgage Closer
Cross Country Mortgage
10.2020 - 03.2022
Mortgage Closer
Freedom Mortgage
10.2019 - 10.2020
Mortgage Closer
Firstrust Bank
05.2016 - 05.2019
Lead Customer Care Representative
Firstrust Bank
05.2010 - 05.2016
Associate of Arts - Business
Community College of Philadelphia
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