Twanna Bryant
Fayetteville,NC
Summary
Experienced Loan Officer adept at assessing customer needs, providing suitable products and guiding customers through loan process. Handles complex financial transactions using in-depth knowledge of loan products, services and lending regulations. Develops strong customer relationships by providing excellent service. Driven Loan Officer with track record in mortgage and home lending product sales. Demonstrating strong interpersonal skills and exceptional service throughout sales process. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Phone Banker
U.S Bank
09.2022 - Current
- Meet with [50+] banking customers per [week], manage accounts, identify business opportunities, and upsell retail banking products based on customer [needs]
- Support new customers in opening [checking and saving] accounts and applying for [mortgage] loans, including reviewing client financial documentation and transactions
- Introduced [banking, loan, and credit card] products to customers and provided recommendations based on their financial [needs]
- Addressed and resolved customer issues regarding [overdrafts, fraudulent charges, loan applications, fees, and overdue credit payments].
Loan Officer
USAA
02.2023 - 02.2024
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as arose during lending process.
- Submitted loan applications to underwriter for verification and recommendations.
- Examined customer loan applications for loan approvals and denials.
Live Chat Agent
US Bank National Association
01.2022 - 08.2023
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Developed exemplary writing skills through continued correspondence with upwards of 80 customers per day.
Technical Representative
Conduent
10.2019 - 12.2021
- Provided technical support and guidance to customers regarding product use, troubleshooting, and maintenance
- Conducted product demonstrations and training sessions for clients to enhance their understanding and utilization of technology
- Directed daily work routines, ensuring the accurate and timely delivery of high-quality customer service
- Contributed to the company's growth strategy by expanding company office hours and increasing average transaction volume
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer grievances to designated departments for further investigation
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Administrative Assistant
Addison Group
09.2020 - 10.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Data Entry
Connvertex Technologies
03.2019 - 09.2019
- Efficiently inputted and verified large volumes of data into company database with accuracy and attention to detail
- Conducted regular data quality checks to ensure information integrity and identify discrepancies for timely resolution
- Collaborated with team members to prioritize and complete data entry tasks within established deadlines
- Utilized advanced Excel skills to organize and manipulate data for easy retrieval and analysis
- Maintained confidentiality and security of sensitive information throughout data entry processes
- Manage backup, security, and user help systems
- Review project plans to plan and coordinate project activity
- Develop and interpret organizational goals, policies, and procedures
- Develop computer information resources, providing for data security and control, strategic computing, and disaster recovery
- Consult with users, management, vendors, and technicians to assess computing needs and system requirements
- Prepare and review operational reports or project progress reports
- Evaluate the organization's technology use and needs and recommend improvements, such as hardware and software upgrades.
Customer Service Representative
Apple
01.2016 - 03.2018
- Provided exceptional customer service by responding promptly to inquiries and resolving issues in a professional and courteous manner
- Managed a high volume of inbound customer calls and emails, consistently meeting or exceeding performance metrics
- Utilized company CRM software to document customer interactions, ensuring accurate and thorough record-keeping
- Collaborated with cross-functional teams to address customer concerns and improve overall customer satisfaction
- Identified opportunities for process improvements and collaborated with leadership to implement solutions.
Teller
Branch Banking & Trust Company
09.2016 - 06.2017
- Processed customer transactions accurately and efficiently, adhering to established security and compliance procedures
- Provided exceptional customer service by addressing inquiries, resolving issues, and promoting bank products and services
- Balanced cash drawers and reconciled daily transactions to ensure accuracy and compliance with internal controls
- Assisted with opening and closing procedures, including handling cash vault responsibilities and preparing deposits
- Collaborated with team members to meet branch goals and achieve high levels of customer satisfaction.
Stocker
Dollar General
07.2015 - 05.2016
- Maintained accurate inventory counts and restocked shelves in a timely manner to ensure product availability for customers
- Organized merchandise and rotated stock to prevent expired items from being sold
- Collaborated with team members to efficiently unload delivery trucks and stock shelves according to store layout
- Provided excellent customer service by assisting shoppers in locating products and answering inquiries about available inventory
- Implemented proper safety protocols when handling heavy or hazardous items to prevent workplace accidents.
Sewing Machine Operator
Kayser Roth
05.2014 - 09.2014
- Highly skilled in operating industrial sewing machines to sew fabric, leather, and other materials according to specified patterns and designs
- Proficient in adjusting machine settings such as stitch length and tension to achieve desired sewing results
- Experienced in inspecting finished products for quality and accuracy, making necessary adjustments as needed
- Knowledgeable in threading needles, changing bobbins, and maintaining sewing machines to ensure optimal performance
- Capable of working efficiently in a fast-paced production environment to meet deadlines and production quotas.
Team Member
Perdue Farms
01.2013 - 09.2013
- Responsible for maintaining a clean and organized work environment to ensure efficient workflow
- Participate in team meetings to brainstorm ideas, share feedback, and contribute to continuous improvement efforts
- Work collaboratively with team members to achieve project goals and meet deadlines.
CARE WORKER
PCA CAREWORKER
08.2012 - 12.2012
- Provided compassionate and personalized care to elderly clients, assisting with daily tasks such as bathing, dressing, and meal preparation
- Administered medications according to prescribed schedules and monitored clients for any changes in health or behavior
- Built strong rapport with clients and their families, communicating effectively to ensure individual needs and preferences were met
- Assisted with physical therapy exercises and mobility assistance to help clients maintain or improve their independence and overall well-being.
Cashier
Hardees
04.2011 - 01.2012
- Efficiently processed transactions and handled cash, credit card, and check payments with high accuracy
- Provided exceptional customer service by greeting and assisting customers, resolving complaints, and maintaining a positive attitude
- Operated POS system and processed returns, exchanges, and refunds following company policies
- Maintained a clean and organized cashier station, restocked merchandise, and assisted with inventory management
- Collaborated with team members to ensure smooth operations, communicate promotions, and meet sales goals.
Education
Bachelor Of Business Information Systems - Business Administration And Management
Bryant And Stratton College - Newport News
Newport News, VA06.2024
Certification - Accounting And Finance
DeVry University
Downers Grove, IL05.2024
Associate of Science - HealthCare Administration
DeVry University
Downers Grove, IL11.2023
Bachelor in Business Administration - Finance and Marketing
Independence University
Salt Lake City, UT06.2016
Skills
- Goal-Oriented
- Conflict de-escalation
- Time tracking
- Call Management
- Exceptional customer service
- Customer Service
- Honest and Dependable
- Reliable and Responsible
- Customer Service-Oriented
- Team Leadership
- Decision-Making
- Cash handling and management
- Relationship Building
- Compliance, banking laws, and regulations
- Pleasant and Personable
- Data Entry
- Financial Statements
- Analytical Thinking
- Workload Management
- Sorting and Filing
- Identity Verification
- Quality Control
- Payment Processing
- Product and Service Sales
- Staff Scheduling
- Balance Verification and Reconciliation
- Vault Monitoring
- Account Services
- Loans
- Cash Drawer Reconciliation
- Balance Transfers
- Discrepancy Resolution
- Fraud Detection
- Account Security
- Signature Verification
- Staff Assistance
- New Account Setup
- Business Development
- Currency Exchange
- Transaction Error Identification
- Information Processing
- Accounting systems and software
- Account Retention
- Data Security and Validation
- Product Promotion
- Cash Supply Orders
- Regulatory Compliance
- Night and Safe Deposit Procedures
- Complex Information Interpretation
- Event Scheduling
- Bill Payment Receipt
- Bank Deposits
- Spanish speaking
- Rapid 10-key data entry
- Process Monitoring
- Consumer banking specialist
- Customer Loan Processing
- Accounting Software
- Fee Calculations
- Resource Estimation
- Exchange Rate Quotes
- Team Cooperation
- Attention to Detail
- CRM Software
- Building rapport
- Database Management
- Relationship building and management
- Documentation Review
- Financial Advising
- Sales expertise
- Client Relations
- Credit analysis
- Customer service-focused
- Loan Servicing
- Consumer Lending
- Negotiation Techniques
- Loan Origination
- Financial Services
- Cash Handling
- Banking
- Risk management assessments
- Team Player
- Financial Counseling
- Credit
- Microsoft Office
- PeopleSoft
- Tax Liability Calculation
- LoanMaster Loan Servicing
- Terms Definition
- Intuit QuickBooks
- Great Plains
- Remote Video Conferencing
- 10-Key Data Entry
- Wealth Planning
Timeline
Loan Officer
USAA
02.2023 - 02.2024
Phone Banker
U.S Bank
09.2022 - Current
Live Chat Agent
US Bank National Association
01.2022 - 08.2023
Administrative Assistant
Addison Group
09.2020 - 10.2021
Technical Representative
Conduent
10.2019 - 12.2021
Data Entry
Connvertex Technologies
03.2019 - 09.2019
Teller
Branch Banking & Trust Company
09.2016 - 06.2017
Customer Service Representative
Apple
01.2016 - 03.2018
Stocker
Dollar General
07.2015 - 05.2016
Sewing Machine Operator
Kayser Roth
05.2014 - 09.2014
Team Member
Perdue Farms
01.2013 - 09.2013
CARE WORKER
PCA CAREWORKER
08.2012 - 12.2012
Cashier
Hardees
04.2011 - 01.2012
Bachelor Of Business Information Systems - Business Administration And Management
Bryant And Stratton College - Newport News
Certification - Accounting And Finance
DeVry University
Associate of Science - HealthCare Administration
DeVry University
Bachelor in Business Administration - Finance and Marketing
Independence University
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