Customer Service Consumer Lending

ARSHELLA PARHAM

*** ******** *** **** ** ***** 856-***-**** **************@*****.***

OBJECTIVE

Seasoned banking professional with 28 years of experience in consumer lending, consumer finance, customer service management, loan servicing, telecommunications, branch services, loan by phone, regulatory compliance and fulfillment, underwriting, and general ledger management. Adept at managing diverse teams, developing efficient processes, and ensuring compliance with industry regulations. Proven track record of driving revenue growth and enhancing customer satisfaction.

EXPERIENCE

NEW ACCOUNTS QUALITY CONTROL ANALYST

FULTON BANK, DELAWARE 2021-Present

Manage front line QC approval of all required documentation for all New Deposit and CD acct review (Consumer and Commercial types)

-Quality control review for various account functions processed by all stores

-Overseeing compliance with all regulatory requirements such as but not limited to BSA/AML., GLB/Privacy, Ethics for Bankers, and Identity theft/Pretext calling

-Excellent communication skills with internal and external customers/clients

-Problem solving expert

-CDD and CIP review

-Initiated account restrictions and closures as per fraud prevention and risk management processes

-Strong interpersonal and Customer service abilities

VICE PRESIDENT OF CONSUMER LENDING SUPPORT UNIT

TD BANK, MOUNT LAUREL NJ 2000-2019

Directed all aspects of consumer lending support operations, including underwriting, loan servicing, and loan decision escalations, resulting in a 40% increase in customer retention in the first year of unit’s origination

-Implemented streamlined processes and automation tools, reducing loan decision time by 30% and enhancing overall efficiency.

-Developed and executed training programs for loan officers and underwriters to ensure compliance with regulatory requirements and adherence to bank policies.

-Oversaw initial decision communication for entire bank footprint including Canadian customer base, managing daily operations, staffing, and customer service initiatives.

-Implemented customer service training programs, resulting in a 35% improvement in customer satisfaction scores within six months.

-Led the implementation of new technological solutions, including telecommunication systems and telecommunications monitoring/scoring, to improve customer experience and streamline operations.

-Managed a team responsible for loan processing, payment processing, and escrow administration, ensuring accuracy and compliance with regulatory requirements.

-Developed and implemented policies and procedures to improve efficiency and reduce errors, resulting in a 40% decrease in processing time.

-Collaborated with legal and compliance teams to ensure adherence to all state and federal regulations governing loan servicing activities.

EDUCATION

Human Resources

MASTERS IN BUSINESS ADMINISTRATION 2009-2013

BACHELORS IN BUSINESS MANAGEMENT 2005-2008

COMMUNICATION

I am not only a skilled communicator, but I am also a counselor and inspirational speaker

LEADERSHIP

I have over 30 years of experience in managerial and leadership capacities throughout my career and within my community

REFERENCES

Available upon request

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