Terina Renee Irvin

• Assist clients with a broad range of needs including answering questions about account balances, making withdrawals, transferring funds, identifying resources, and placing trades.
• Answer questions and provide resources to deepen understanding and build confidence
• Conducted research and handle issues using multiple systems and resources.
• Demonstrate empathy and passion for helping people and ensure an excellent customer experience.
• Comply with all regulatory requirements and industry standards, maintaining a spotless professional reputation.
• Build strong client relationships through effective communication and understanding of financial goals.
• Maintain strict adherence to ethical guidelines, fostering trust among clients and colleagues.
• Collaborate with financial professionals to provide comprehensive wealth management services.
• Develop and maintain strong knowledge of multiple products and varying levels of benefits within each product.
• Ability to establish rapport and relationships with customers and the team through effective communication.
• Ability to handle different types of situations and conversations driving towards a resolution suitable for all.

• Reviews, analyzes and evaluates risks in order to renew existing business or generate new accounts.
• Determines appropriate terms and conditions for coverages and rates for program profitability.
• Contributes to profitable growth of specific program(s) by maintaining pricing integrity, product excellence, and development of meaningful performance metrics and controls.
• Underwrites risk, Analyzes quality and quantity of risks underwritten and prepares reports accordingly.
• Administers and monitors underwriting rules and guidelines, rating manual rules, laws and regulations. May review books of business as well as profit/growth results and trends to recommend and implement action plans.
• Receives and reviews incoming loan application requests and supporting documentation delivered through managed electronic lending portals, queues or other avenues of receipt for loans to commercial auto dealerships.
• Underwrites and processes loans depending on department need to meet stated service levels.
  Utilizes department policies & guidelines, in addition to cognitive thinking, to build profitable, performing secured and unsecured loans.
• Conducts credit analysis on each loan applications including review of cash flow analysis, debt-ratio calculations, credit-scoring and collateral valuations.
• Communicates with internal and external parties to ensure all appropriate information has been received from borrowers to best evaluate loan requests and ability to repay as stated.
• Manages pending applications within Loan Origination System queues as directed.
• Reviews over 150 applications and credit daily
• Analyzes collateral, credit and loan risk.
• Reviews loan documents.
• Handles data input, reporting, servicing.

• Review documentation for accuracy and authenticity; carefully reviews all income documents including paystubs, tax returns, taxable and non-taxable income documents for potential fraud.
• Communicate suspected fraud and/or discrepancies.
• Calculate income submitted to determine affordability to pay.
• Interact professionally with dealers, customers, and employers to obtain missing or invalid information and documentation.
• Determined and documented loan conditions and communicated requirements and decisions.
• Worked with customers, dealerships, and employers via telephone to answer questions and resolve issues.
• Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants
• Review validity of documentation received for Proof of Legal Residency and Proof of ITIN.

***Special Role***

• Assisting Supervisor/Team Leads with conducting meetings and huddles in their absence.
• Create ideas/organize volunteer events and functions for morale boosters/Team building for department
• Assist with team member questions/navigation through CRS systems
• Promoted to 2nd level review to audit calculations submitted by frontline Center of Excellence (COE) team members to ensure accurate calculations per policy and procedures.

• Review approved applications and contracts to ensure stipulations and conditions have been met and are in adherence to company policy
• Ensures appropriate signatures have been obtained and correct data input errors and omissions
• Match incoming contract documents to approved applications and enters data in Credit Review Systems
• Interact professionally with dealers, customers, and other vendors to obtain missing or invalid information and documentation
• Obtain and review documentation for accuracy and authenticity; carefully review all documents including book sheets, applications, stipulations for potential fraud; communicates suspected fraud and/or discrepancies to Loan Administration Manager; and obtains employment and insurance verifications
• Provide assistance to internal and external customers regarding loan documentation and processing; generate customer correspondence relating to initiation of loan in accordance with corporate guidelines; responds to dealer problems and inquiries; and answer department telephone calls and route them accordingly
• Analyzes various paystubs and tax returns to determine satisfaction of income verification stipulations

• Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
• Completed transactions for customers and capitalized on opportunities to cross-sell products and services
• Maintained friendly and professional customer interactions
• Demanding and structured environment which involves overcoming customers banking concerns which can include some escalated issues
• Sell products and services and achieve aggressive sales goals which are measured daily
• Stayed current on changing products, services and policies to offer exceptional service to customers.
• Referred customers to other banking departments for specialized services.
• Managed leads and referrals for prospects interested in specific bank products such as loans and credit cards.