Tandalejah Martinez
Brunswick,GA
Summary
Results-driven financial services professional with extensive experience in consumer lending, credit risk, loan operations, regulatory compliance, and process improvement. Skilled in analyzing complex financial information, evaluating risk, optimizing workflows, and driving operational efficiency while maintaining regulatory and underwriting standards. Recognized for strategic problem-solving, sound judgment, and translating complex information into actionable solutions that mitigate risk, improve business performance, and enhance the customer experience. Collaborative leader with a strong track record of building partnerships and delivering results in fast-paced, high-accountability environments.
Overview
2
2
Languages
14
14
years of professional experience
Work History
Originations Specialist III
SoFi Technologies
Jacksonville, FL
06.2025 - Current
- Conducted comprehensive reviews of consumer loan applications to assess creditworthiness, analyze credit reports and income documentation—including complex self-employed borrower profiles—and determine eligibility in accordance with established credit policies and underwriting guidelines.
- Evaluated diverse financial profiles while verifying applicant identity, regulatory documentation, and supporting records, ensuring the accuracy, integrity, and compliance of paperless loan files throughout the underwriting process.
- Directed loan applications through the funding lifecycle by proactively engaging applicants, resolving documentation and underwriting exceptions, maintaining detailed case records, and facilitating timely loan approvals and funding.
- Delivered an exceptional member experience through professional, solution-oriented communication, exercising sound judgment, safeguarding confidential information, and ensuring adherence to regulatory and compliance requirements.
- Partnered with cross-functional teams to drive operational excellence by identifying process improvement opportunities, maintaining data integrity, sharing member insights, and supporting strategic initiatives that enhanced workflow efficiency and service quality.
Process Support Analyst II
Bank of America
Jacksonville, FL
05.2023 - 11.2024
- Spearheaded the analysis of business processes and cross-functional workflows, identifying operational inefficiencies and implementing process enhancements that improved organizational effectiveness and productivity.
- Resolved complex operational challenges involving business processes, enterprise applications, and databases while delivering timely support for high-priority initiatives and ad hoc business requests.
- Partnered with cross-functional stakeholders to document current-state processes, evaluate workflow gaps, and develop scalable solutions aligned with strategic business objectives and continuous improvement initiatives.
- Led onboarding and training efforts for new team members, fostering operational excellence through knowledge transfer, standardized procedures, and adherence to quality and compliance standards.
- Oversaw document management, SharePoint administration, and data governance activities, ensuring the integrity of business records, streamlining information flow, and supporting efficient day-to-day operations.
Surveillance Commissions Matching Analyst
Advisor Group - FSC Securities
Atlanta, GA
09.2018 - 12.2020
- Conducted comprehensive reviews and reconciliations of Financial Advisor commission records, ensuring the accurate and timely processing of transactions while identifying and resolving discrepancies in accordance with company policies.
- Audited commission activity for complex investment products, including Variable Annuities, Variable Life, Fixed Indexed Annuities, REITs, Limited Partnerships, Business Development Companies (BDCs), Managed Futures, and Direct Participation Programs (DPPs), ensuring accurate recordkeeping and regulatory compliance.
- Verified required supervisory approvals for annuity and alternative investment transactions, collaborated with sponsor firms to validate commission accuracy, and investigated exceptions by communicating directly with financial advisors and leadership.
- Interpreted and applied FINRA, MSRB, SEC, and internal compliance requirements to identify potential regulatory concerns, document findings, and support the resolution of securities-related issues.
- Produced analytical reports to identify trends, monitor control effectiveness, and strengthen operational processes while independently managing routine compliance reviews and maintaining detailed audit documentation.
Mortgage Servicing Specialist
Bank of America
Greensboro, NC
12.2012 - 07.2013
- Managed high-volume inbound customer inquiries related to mortgage loans, escrow accounts, payments, account activity, and servicing-related questions, providing accurate and professional resolution while maintaining a strong customer experience.
- Accepted and processed mortgage payments and account transactions with a high degree of accuracy, following established policies, procedures, and internal controls to protect customer accounts and minimize operational risk.
- Researched and resolved customer account issues by reviewing loan and escrow information, identifying discrepancies, and coordinating with appropriate internal departments and external business partners to ensure timely resolution.
- Maintained compliance with federal regulations, company policies, and servicing guidelines when handling mortgage transactions and customer requests, helping mitigate financial, operational, and legal risk.
- Escalated complex or unresolved servicing matters to appropriate business partners and maintained effective communication throughout the resolution process to ensure accurate and timely outcomes.
- Built and maintained strong customer relationships by providing knowledgeable support, explaining mortgage servicing information clearly, identifying customer needs, and recommending additional financial products and services when appropriate.
- Protected sensitive customer and financial information by adhering to confidentiality requirements, established security procedures, and company standards for handling customer data.
Mortgage Escalation & Adjustment Analyst
Bank of America
Greensboro, NC
07.2013 - 05.2015
- Served as a secondary point of contact for senior department managers, providing support with complex operational issues, critical change initiatives, escalated customer concerns, and departmental priorities.
- Investigated and resolved complex customer complaints and escalated servicing-related issues by conducting detailed research, analyzing account information, and identifying appropriate solutions within established policies and procedures.
- Managed escalated customer interactions involving transaction processing, account maintenance, inquiries, research, and problem resolution while maintaining a professional, customer-focused approach.
- Partnered with internal business units and product management teams to research complex issues, exchange critical information, and ensure consistent, accurate, and timely resolution of customer requests.
- Maintained current knowledge of process enhancements, state and federal regulatory requirements, and business changes impacting operations, ensuring customer resolutions remained compliant with applicable guidelines.
- Analyzed customer questions, requests, and account issues to identify root causes, determine appropriate adjustments or corrective actions, and reduce recurring servicing concerns.
- Maintained accurate internal systems, documentation, tracking records, and reporting to support operational controls, issue resolution, management visibility, and audit readiness.
- Assisted team members during periods of increased workload and supported managers with special projects, process initiatives, and operational priorities to maintain service levels and departmental efficiency.
- Demonstrated strong attention to detail when reviewing account information, processing transactions, documenting resolutions, and handling confidential customer and financial information.
Education
Digital Photography
Southern New Hampshire University
Manchester, NH12-2020
Skills
- Microsoft Office Suite
- SharePoint
- Loan Origination Systems
- CRM Systems
- Microsoft Teams
- Compliance & KYC Systems
- Attention to detail
- Credit Risk Assessment
Accomplishments
Selected by management, and peers as Team Cultural Ambassador in 2026 SoFi's Quarter 3, for recognizing demonstrated leadership, collaboration, and commitment to fostering a positive, inclusive, and high-performing team culture.
Languages
English
Native or Bilingual
Spanish
Limited Working
CORE COMPETENCIES
- Operational Excellence
- Quality Assurance & Audit Review
- Cross-Functional Collaboration
- Root Cause Analysis
- Risk Mitigation
Timeline
Originations Specialist III
SoFi Technologies
06.2025 - Current
Process Support Analyst II
Bank of America
05.2023 - 11.2024
Surveillance Commissions Matching Analyst
Advisor Group - FSC Securities
09.2018 - 12.2020
Mortgage Escalation & Adjustment Analyst
Bank of America
07.2013 - 05.2015
Mortgage Servicing Specialist
Bank of America
12.2012 - 07.2013
Digital Photography
Southern New Hampshire University