Tashia Marie D. Jordan
Chalan Pago
Summary
“Versatile customer service specialist with a strong background in both banking and retail operations. Adept at fostering exceptional customer experiences through refined interpersonal skills, comprehensive compliance knowledge, strategic banking practices. Committed to contributing expertise to a dynamic team while continuously enhancing skill set.”
Overview
10
10
years of professional experience
Work History
Loan Officer
Personal Finance Center
11.2023 - Current
- Consistently engaging in making business development calls either by phone or face-to-face meetings to retain existing and obtaining new customers.
- Gathers all initial documentations required. Thoroughly completes loan applications, analyze, underwrites and qualifies applicant based upon information provided.
- Participates in training for marketing, sales loan products.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Developed strong relationships with customers through high levels of customer service.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Conducted thorough credit analysis to minimize risk exposure for the financial institution.
- Cultivated lasting relationships with satisfied clients that led to repeat business as well as referrals from friends or family members.
- Managed a diverse portfolio of loans while maintaining strong relationships with borrowers and referral partners.
Loan Servicing Specialist
ANZ Guam Inc
12.2021 - Current
- Effectively managed loan support tasks, including pipeline management within ticketing system
- Demonstrated proficiency in promptly assigning tickets, ensuring timely completion, and accurate documentation
- Conducted various tasks such as processing special payments, researching and resolving transactions, and updating customer loan records.
- Maintained balance of General Ledger accounts for both Guam and American Samoa, contributing to financial accuracy and reporting
- Verified and modified documentation, imaged documents as necessary, and facilitated release of paid out loans
- Managed mail processing, invoice allocation, and submission for payment
- Monitored Secondary Market Investors such as Freddie Mac (FHLMC) and Fannie Mae(FNMA)
- Provided superior customer service, resolving inquiries and exceeding expectations.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Set up, stored and updated customer files, department records and regulatory paperwork.
Branch Supervisor
ANZ Guam Inc
03.2021 - 12.2021
- Supervised daily activity of operations staff according to established policies/procedures and maintaining efficient operations of teller area.
- Ensures compliance with federal/state regulations, bank policies/procedures, and that customers are served promptly.
- Managed vault balancing, ensuring financial records/reports.
- Ensured accurate tracking, reporting and storage of transaction data and customer information, upholding highest standards of accuracy and completeness.
- Provided exceptional assistance to customers with transaction processing, resolving complaints, and offering comprehensive information about bank products and services.
- Provided informative customer interviews for account setups.
- Demonstrated meticulous attention to detail by accurately managing routine opening and closing, transaction updates, and maintaining accessible records.
- Managed cash drawer's maintenance and reconciliation, expertly packaging currency for shipment.
- Assisted front-line staff with handling difficulties, resolving problems and managing large transactions
- Delivered product and service quality and inspired team members to reach and maintain department goals and objectives
- Oversaw opening and closing of branch and monitored overdrafts, wire transfers, collections and stop payment orders.
Bank Teller
ANZ Guam Inc
08.2018 - 03.2021
- Efficiently serve customers by performing various transactions such as savings, checking deposits and/or withdrawals, cashier's checks, wire transfers and loan payments.
- Confirms all necessary documents are properly authorized, in proper form and are within authorized limits; makes decisions when questionable items are presented for cashing.
- Document transactions accurately, including special services and currency exchange, maintaining currency transaction reports.
- Reconcile cash drawer by verifying cash transaction and packaging currency and coins securely.
- Ensure compliance with bank operations and security procedures through dual-control activities and maintaining customer traffic records, while upholding confidentiality of customer's information, contributing to practice to protection of bank operations.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
Sales Associate
T Galleria
08.2018 - 03.2018
- Engage customers warmly, understanding their needs and preferences.
- Use sales skills to exceed targets and employ upselling techniques.
- Develop strong product knowledge to assist customer decision making.
- Process transactions efficiently using point-of-sale system.
- Collaborate in maintaining organized and visually appealing store layout.
- Handle customer inquiries, concerns, and returns with professionalism.
- Assist in inventory management and restocking efforts.
- Foster positive team environment and contribute to collective goals.
- Represent brand positively and embody its value.
Member Service Representative
Coast360 Federal Credit Union
06.2016 - 10.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Verified customer identification and documentation for compliant transactions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Maintained and managed customer files and databases.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Cross-sold bank services and products to uplift customer investments.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
Customer Service Representative
GTA Teleguam
05.2015 - 06.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Engaged potential customers by addressing inquiries about products and services, effectively attracting their interest.
- Provided information on additional products and services, contributing to upselling and cross-selling efforts.
- Recorded and maintained customer account information, facilitating efficient account management.
Education
No Degree - Health Services Administration
University of Phoenix
Tempe, AZNo Degree - Early Childhood Education
Guam Community College
Mangilao, GUHigh School Diploma -
Southern High School
Santa Rita, Guam06.2007
Skills
- Deposit and Payment Collection
- Active Listening
- Data Input
- Loan Disbursement
- Cash Register Operations
- Organizational Skills
- Customer Inquiries
- Balance Sheets
- Retail Sales Customer Service
- Filing
- Managing Multiple Tasks
- Clerical Support
- Excellent Communication
- Written Communication
- Multitasking Abilities
- Data Entry
Reference
- Frances Jasmin-Magtoto
Collection Manager –ANZ Guam Inc.,
671-685-3574
francesjasmin@gmail.com
- Danielle Garrido
Loan Officer - Personal Finance Center
671-482-5135
danielle.garrido4@gmail.com
- Karla DeTorres
Dental Hygienist – FHP Dental
671-987-9048
karladetorres@yahoo.com
Timeline
Loan Officer
Personal Finance Center
11.2023 - Current
Loan Servicing Specialist
ANZ Guam Inc
12.2021 - Current
Branch Supervisor
ANZ Guam Inc
03.2021 - 12.2021
Bank Teller
ANZ Guam Inc
08.2018 - 03.2021
Sales Associate
T Galleria
08.2018 - 03.2018
Member Service Representative
Coast360 Federal Credit Union
06.2016 - 10.2017
Customer Service Representative
GTA Teleguam
05.2015 - 06.2016
No Degree - Health Services Administration
University of Phoenix
No Degree - Early Childhood Education
Guam Community College
High School Diploma -
Southern High School
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