Lisa Long- Turner1318 Crofton Road • Baltimore, MD 21239 • lisalong1983@yahoo.com Phone: (410) 419-

0233 

E EDUCATION Bachelors of Business Administration/HR Management         10/2016

Associates of Arts in Business Management                            12/2010                                     

 P PROFESSIONAL EXPERIENCE

Bank of America Fraud Analyst II Hunt Valley, MD 7/2016 - Present

Customer service experience, demonstrated commitment to providing quality customer service.

Proven history of dependability, Proficient with computers. Ability to navigate multiple computer systems while interacting with the customer.

Ability to work a flexible schedule to meet business needs. Experience working in a team environment. Ability to think critically and use good, sound judgment in decision making. Self-motivated and goal-oriented. Ability to work in a fast paced call center environment, balancing the need to support the

inbound call center, while meeting production and quality goals such as Average Handle Time, Availability, Quality, etc.

Excellent verbal and written communication skills. Ability to effectively handle difficult client issues. Proficiency in dealing with customers issues in both a routine and complex environment. Ability to multi-task and proven track record of working independently. Ability to adapt quickly to changes in the environment.

Bank of America Customer Service Analyst II Hunt Valley, MD 3/2014 -7/2016

Research, analyze, accounts and respond to customers inquires via telephone regarding. Banking products, services and rates while providing friendly, accurate and speedy service. Implements develop standard and ad hoc solutions for accounts products. Resolve issues timely and thoroughly, seeking to exceed expectations on every call. Troubleshoot data on accounts in Solution Center. Support in products rollout and implementation of banking programs. Identify and educate customers in continuous improvement account initiatives. Ensure compliance with Privacy Choice and Protection Guidelines in Banking.

Bank of America /Mortgage Loan Closer II Hunt Valley, MD 2/2013-3/2014 Ensure loan amount, loan term and loan rate (locked) matches DU findings and the loan program

has not changed from the original lock. Scheduled loans in accordance bank procedures and requirements with different vendors at times, different or additional documentation. Review loan documentation for compliance with Agency Policies and procedures; assure all underwriting and pre-closing conditions have been met and signed-off PTC.

Ensure documents do not expire until completion of funding.

Ensure all documents are current, complete and contain all the appropriate/required information as pertains to the loan-Hazard Insurance, Title Commitment, Credit Report, Payee Codes, Escrow information, HMDA data, Flood Certificate, 4506T and other documentation as necessary to complete the loan file.

Follow instructions on Pre-Closing Checklist as relate to Title Contact Information, Wiring Instructions, Location Survey (differs by Credit Union), Mortgage Insurance (PMI), Termite Certificate and Payoffs.

Exceeded quarterly sales goals by 30%. Monitored more than [60] client relationships per every month. Adhered to all federal and state compliance guidelines for retail mortgage lending. SunTrust Bank / Assistant Manager Perry Hall, MD 9/2012- 2/2013

Completed complex teller transactions, performs scheduling, performance previews. May participate in the selection/hiring process of Tellers. Completed operational functions such as approving transactions, internal cash control, and

branch security. Demonstrated competency with all Teller application transactions and process teller operations. Identifies sales referral opportunities and makes appropriate referrals. Ensured that all Tellers are aware of, and participating in, achievement of service and sales

goals. Responsible for coaching and development of Tellers, and Operations of Teller line. Implement operational procedures and risk management policies. Responsible for ensuring that all business transactions and practices in the individual's span of

control comply with all regulations and the SunTrust Code of Conduct.

Bank of America / Teller Manager Towson, MD 10/1988- 9/2012

Provided oversight of day to day operations- ensuring compliance, high quality customer

service. Managed banking center noncredit losses on a day-to-day basis. Worked within structure to continually improve banking center performance by driving overall

day-to-day operational excellence (including compliance requirements) and enhancing associate proficiency. Audited teller’s cash drawers monthly, and ATM’s weekly for Banking Center.

Coached and provided tellers with subject matter expertise on complex transactions and issues. Build customer confidence and trust, based on established policies and procedures. Processed transactions accurately, professionally, and timely using in-depth policy and

procedure. Created workforce stability by cultivating an engaged, spirited and well-coached team. Reconciled and balanced cash flow within the Input Communications (i.e. ICOM) System. Managed and handled large amounts of currency, preparing currency transaction reports for

Internal Revenue Service (IRS).