Tanya Armstead
Dallas,Georgia
Summary
Enthusiastic and highly motivated financial services professional, detailed oriented and highly effective at working with clients of all levels and backgrounds. Friendly and personable with adaptable approach. Strong background in the banking industry, knowledge of financial products and risk management. Proven track record in helping clients and employers meet financial goals through hard work, consistency, passion and superior customer service.
Overview
12
12
years of professional experience
Work History
Commercial Real Estate Financial Advisor Assistant
Pinnacle Financial Partners
07.2021 - Current
- Prepare new and renewal documents. Create a superior client experience with accurate and timely processing of loan packages, while mitigating the firm's risk by following compliance, loan policies, legal and regulatory requirements, Close loans, disburse proceeds and process booking loans with 10 days.
- Ordering of appraisals, Floods, environmental, UCC searches, complete business compliance disclosures, beneficial ownership certifications, gathers business documents using states ecorp/sos website. Works closely with financial advisors, attorneys, clients and internal staff in several departments and loan operations,
- Assist advisors in establishing new deposit relationships. Open depository accounts, verify client credentials, obtain all supporting documentation with zero CIP and deposit exceptions over 45 days.
- Effectively monitor portfolio risk in terms of delinquencies, maturities and overdrafts. Ensure the accuracy of critical data (i.e. risk ratings, non-accruals, pricing, etc) to minimize negative impact on the client or firm. Clear all controllable collateral exceptions within 90 days and all collateral exceptions within 180 days.
- Provide distinctive service to clients and prospects, in person and over the telephone. Respond to client inquiries and satisfactorily resolve client issues. Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings).
Private Wealth Commercial Assistant
Synovus Bank
11.2019 - 07.2021
- Works closely with Private Wealth Financial Advisors, customers, underwriters and other bank departments to Process all Private Wealth Clients request
- Collect, Prepare, enter, review all loan documents for closings
- Ensure documentation is approved and in compliance with regulations and company policy
- Verifies completeness and accuracy of final closing package
- Responsible for the monitoring and maintenance of multiple reports
- Clears exceptions and works reports such as past due, status x, OSC, RFI
- Initiates and verifies wires to attorneys according to Synovus Policy
- Investigates and resolves discrepancies
- Book loans, Draft payoff letters, pay off loans, waive fees, order checks, close accounts, perform transfers, assist with bill pay issues, stop payments, fraud transactions, close/order debit cards, and perform other related duties as needed
- Opens and services accounts
- Escalate transactions when necessary
- Build strong rapport with clients and bank staff of all departments via phone and email.
Customer Care Complaints Analyst
Synovus Bank
08.2016 - 11.2019
- Research and investigate clients concern and issues to provide a resolution
- Respond to all escalated cases and problems through direct action to the appropriate person or department
- Responds to complaints inquired by all levels of staff including, Senior Executives and advanced level consumers on urgent bank-related issues seeking immediate attention such as fraud and any bank related complaint
- Draft letters of correspondence to the Better Business Bureau (BBB), Consumer Financial Protection Bureau (CFPB) and Attorney General’s Office (AG) related to all escalations/compliance rules and inquiries
- Collaborate with BBB, CFPB and AG offices on consumer and Synovus Bank staff (i.e
- Legal, Compliance, Human Resources and Fraud Departments) on all legal matters, litigation, timelines and corrective actions taken to resolve complaints
- Respond to Social Media complaints
- Confirm SAR reposts are filed
- Have surveillance footage pulled and reviewed
- Coached employees to confirm proper procedures and policies were followed to mitigate loss/risk
- Identify, escalate and debate for procedural processes and improvements.
Research & Escalations Adjustments Representative
Bank of America
08.2012 - 07.2016
- Supervised research and escalations staff and collaborated with Bank of America’s Compliance and legal team to provide responses and resolutions for all assigned executive escalations, regulatory agency and consumer complaints.
- Process multiple customer requests, examined court documents proficiently through LEXIS/NEXIS, processed internal document analysis and uploaded and verified documents upon receipt.
- Managed estate claims for deceased consumers for next of kin process.
- Closed deceased account holders credit card/debit accounts and processed funds to be disbursed to consumer estate
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Performed maintenance on various BOA account types ensured all compliance and bank-related policy and procedures were followed.
Education
Bachelor of Business Administration -
Upsala College
Skills
- Commercial Lending
- Microsoft Office Suite Software
- Strong Bank-related Account Management
- Strong Analytical/Critical thinking skills
- Effective Written/Oral Communication
- On the Job Trainer/Coach
- Strong attention to details
- Strong research and investigation skills
- Strong Sales Skills
Timeline
Commercial Real Estate Financial Advisor Assistant
Pinnacle Financial Partners
07.2021 - Current
Private Wealth Commercial Assistant
Synovus Bank
11.2019 - 07.2021
Customer Care Complaints Analyst
Synovus Bank
08.2016 - 11.2019
Research & Escalations Adjustments Representative
Bank of America
08.2012 - 07.2016
Bachelor of Business Administration -
Upsala College
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