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).