Lisa Long-Turner has over 30 years of experience in banking and financial services. She is currently a Fraud Analyst II at Bank of America, where she has worked since 2016. Prior to that, she held several roles at Bank of America and other financial institutions including Customer Service Analyst, Mortgage Loan Closer, Assistant Manager, and Teller Manager. She has extensive experience in customer service, fraud analysis, mortgage lending, and banking center operations.

1. Lisa Long- Turner
1318 Crofton Road • Baltimore, MD 21239 • lisalong1983@yahoo.com Phone: (410) 419-0233
EDUCATION Bachelors of Business Administration/HR Management 10/2016
Associates ofArts in Business Management 12/2010
PROFESSIONAL EXPERIENCE
Bankof AmericaFraudAnalystIIHunt Valley,MD7/2016 - Present
 Customerservice experience,demonstratedcommitmenttoprovidingqualitycustomer
service.
 Provenhistoryof dependability, Proficientwithcomputers.Abilitytonavigate multiple
computersystemswhileinteractingwiththe customer.
 Abilitytoworka flexibleschedule tomeetbusiness needs.
 Experience workinginateamenvironment.
 Abilitytothinkcriticallyanduse good,soundjudgmentindecisionmaking.
 Self-motivatedandgoal-oriented.
 Abilitytoworkina fast pacedcall centerenvironment,balancingthe needtosupportthe
inboundcall center,whilemeetingproductionandqualitygoals suchasAverage Handle Time,
Availability,Quality,etc.
 Excellentverbalandwrittencommunicationskills.
 Abilitytoeffectivelyhandle difficultclientissues.
 Proficiencyindealingwith customersissuesinbotharoutine andcomplex environment.
 Abilitytomulti-taskandproventrackrecordof workingindependently.
 Abilitytoadaptquicklytochangesinthe environment.
Bank of AmericaCustomerService AnalystIIHuntValley,MD3/2014 -7/2016
 Research,analyze,accountsandrespondtocustomersinquiresviatelephoneregarding.
 Bankingproducts,servicesandrateswhile providingfriendly,accurate andspeedyservice.
 Implementsdevelopstandardandadhoc solutionsforaccountsproducts.
 Resolve issuestimelyandthoroughly,seekingtoexceedexpectationsoneverycall.
 Troubleshootdataonaccounts inSolutionCenter.
 Supportinproducts rolloutandimplementationof bankingprograms.
 Identifyandeducate customersincontinuousimprovementaccountinitiatives.
 Ensure compliance withPrivacyChoice andProtectionGuidelinesinBanking.
Bank of America/Mortgage LoanCloserII HuntValley,MD2/2013-3/2014
 Ensure loanamount,loanterm andloanrate (locked) matchesDUfindingsandthe loanprogram
has notchangedfrom the original lock.Scheduledloansinaccordance bankproceduresand
requirementswithdifferentvendorsattimes,differentoradditionaldocumentation. Reviewloan
documentationforcompliancewithAgencyPoliciesandprocedures;assure all underwritingand
pre-closingconditionshave beenmetandsigned-off PTC.

2.  Ensure documentsdonot expire untilcompletionof funding.
 Ensure all documentsare current,complete andcontainall the appropriate/requiredinformationas
pertainstothe loan-HazardInsurance,Title Commitment,CreditReport,Payee Codes,Escrow
information,HMDA data,FloodCertificate,4506T andother documentationasnecessaryto
complete the loanfile.
 FollowinstructionsonPre-ClosingChecklistasrelate toTitle ContactInformation,Wiring
Instructions,LocationSurvey(differsbyCreditUnion),Mortgage Insurance (PMI),Termite
Certificate andPayoffs.
 Exceededquarterlysalesgoalsby30%.
 Monitoredmore than[60] clientrelationshipspereverymonth.
 Adheredtoall federal andstate compliance guidelinesforretail mortgage lending.
SunTrustBank / AssistantManagerPerryHall,MD 9/2012- 2/2013
 Completedcomplex tellertransactions,performsscheduling,performance previews.
 May participate inthe selection/hiringprocessof Tellers.
 Completedoperationalfunctionssuchasapprovingtransactions,internal cashcontrol,and
branch security.
 Demonstratedcompetencywithall Tellerapplicationtransactionsandprocesstelleroperations.
 Identifiessalesreferral opportunitiesandmakesappropriatereferrals.
 Ensuredthat all Tellersare aware of,andparticipatingin,achievementof service andsales
goals.
 Responsible forcoachinganddevelopmentof Tellers,andOperationsof Tellerline.
 Implementoperational proceduresandriskmanagementpolicies.
 Responsible forensuringthatall businesstransactionsandpracticesinthe individual'sspanof
control complywithall regulationsandthe SunTrustCode of Conduct.
Bank of America/ TellerManagerTowson,MD 10/1988- 9/2012
 Providedoversightof daytoday operations- ensuringcompliance,highqualitycustomer
service.
 Managed bankingcenternoncreditlossesonaday-to-daybasis.
 Workedwithinstructure tocontinuallyimprove bankingcenterperformance bydrivingoverall
day-to-day operational excellence(includingcompliance requirements) andenhancing
associate proficiency.Auditedteller’scashdrawersmonthly,andATM’sweeklyforBanking
Center.
 Coachedand providedtellerswithsubjectmatterexpertise oncomplex transactionsandissues.
 Buildcustomerconfidence andtrust,basedonestablishedpoliciesandprocedures.
 Processedtransactionsaccurately,professionally,andtimelyusingin-depthpolicyand
procedure.
 Createdworkforce stabilitybycultivatinganengaged,spiritedandwell-coachedteam.
 Reconciledandbalancedcashflow withinthe InputCommunications(i.e.ICOM) System.
 Managed andhandledlarge amountsof currency,preparingcurrencytransactionreportsfor
Internal RevenueService(IRS).