Stacy Raley
Port Wentworth,GA
Summary
Dynamic and results-driven professional with extensive experience at PNC Bank, excelling in multilingual communication and customer experience. Recognized for strategic leadership and creative problem-solving, I consistently enhanced service delivery and compliance, fostering strong client relationships and driving business growth through effective collaboration and mentorship.
Overview
15
15
years of professional experience
3
3
Certification
Work History
Lending Customer Service Representative Sr. (Bilingual Department)
PNC Bank
02.2022 - Current
- Provide expert customer support in English and Spanish for lending inquiries.
- Educate clients on digital banking tools to improve the user experience.
- Resolve escalated lending issues with precision, while ensuring compliance and compassion.
- Recognized by peers and management as a trusted subject matter expert for knowledge sharing.
- Collaborate cross-functionally with underwriting, collections, and back-office teams to enhance the customer journey.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- De-escalate problematic customer concerns, maintaining a calm, friendly demeanor.
- Coordinate with internal teams to ensure timely and successful delivery of solutions according to client needs.
Customer Service Representative (Remote)
PNC Bank
08.2021 - 02.2022
- Delivered seamless service across multiple digital and voice platforms with empathy and efficiency.
- Educated clients on banking products and services to enhance their experience.
- Collaborated with team members to improve service delivery standards.
- Managed high-volume calls while ensuring customer satisfaction remained a priority.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Advocated for customer needs while adhering to PNC’s CARES model and risk protocols.
- Established quick rapport, achieving consistently high satisfaction and first-call resolution scores.
- Exceeded performance benchmarks while operating autonomously in a remote role.
Mortgage Loan Officer
PNC Bank
Washington, D.C. Metro Area
02.2018 - 08.2021
- Originated mortgage loans while building strong relationships with clients and community partners.
- Guided clients through complex mortgage processes, making financial concepts digestible and actionable.
- Maintained full compliance with lending policies and evolving regulations.
- Generated repeat business and referrals by providing outstanding service and results.
- Facilitated mortgage applications and guided clients through approval processes.
- Collaborated with real estate agents to streamline financing options for clients.
- Educated clients on various mortgage products and interest rate options.
- Provided guidance on various types of mortgages such as FHA loans, VA loans, conventional loans.
- Ensured compliance with all federal, state and local regulations related to mortgage lending.
- Developed relationships with real estate agents, builders and other referral sources in order to generate business leads.
Education
B.S. - Marketing & Psychology
University of Maryland Global Campus (UMGC)
01.2027
A.A. - General Studies
Montgomery College
Takoma Park01.2005
Skills
- Strategic leadership
- Multilingual communication
- Financial services expertise
- Operational risk management
- Cross-functional collaboration
- Customer experience
- Mentorship and development
- Tech-savvy support
- Community engagement
- Creative problem solving
- Quality control
- Marketing strategy
- Marketing and sales
- Multilingual digital marketing
Certification
- ABA Certificate in BSA and AML Compliance
- ABA Certificate in Compliance Essentials
- ABA Certificate in Operational Risk
- Multi-time Employee of the Month recipient for exemplary leadership and performance
- Frequently recognized as the go-to resource for peer coaching and policy expertise
- Currently working on a Google Project Manager certificate.
Community Service
I believe in the power of people helping people. Volunteering is more than an activity—it’s a calling. Whether through bank-sponsored events or independent efforts, I actively support financial literacy programs, community revitalization, and peer mentorship. My curiosity drives me to continuously seek new knowledge, and I bring that same energy to every team I join.
Languages
Spanish
Native/ Bilingual
Portuguese
Native/ Bilingual
Affiliations
- Volunteering
- Health and wellness
- Community events and activities
Timeline
Lending Customer Service Representative Sr. (Bilingual Department)
PNC Bank
02.2022 - Current
Customer Service Representative (Remote)
PNC Bank
08.2021 - 02.2022
Mortgage Loan Officer
PNC Bank
02.2018 - 08.2021
B.S. - Marketing & Psychology
University of Maryland Global Campus (UMGC)
A.A. - General Studies
Montgomery College
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