Sarah Pidcock Email & Phone Number

Wilmington, Delaware, United States

Primary objective is to identify gaps in training processes and resource materials available to customer service representatives, underwriters, and Paycheck Protection Program (PPP) loan specialists, by identifying and addressing processing errors. Reviewed samples of calls and cases completed and provided constructive feedback via monthly 1x1s with case workers being reviewed. Identified trends in errors and worked with senior management to present trends to ensure that additional training was provided to employees as needed to avoid errors and improve quality going forward. Performed reviews of PPP caseworker forgiveness decisions to ensure that correct and accurate decisions were going to the SBA to avoid gaps for PayPal customers. Conducted root cause analyses on rejected payoffs, LoanBuilder returned wires, PayPal Business Loan unclaimed funds, or any non-US wire issue and coordinate efforts to deliver a resolution.

Primary objective is to assess risk to reduce potential financial loss by doing in-depth research, data collection and analysis of small business loan applications, and make credit decisions backed by said research and sound judgment. Strong knowledge of reading and interpreting business and personal credit reports as well as business and personal bank statements. Proficient in using investigative software systems such as TLO to understand applicant background to aide in assessing risk when making credit decisions. Strong working knowledge of industry SOPs put into place to outline risk framework and critical steps to be followed before making final credit decisions. Ability to adhere to quality standards set-forth by PayPal to ensure that proper research methods were used and that the final decision made used every effort to avoid a future credit loss.

Within this position, I was recognized for connecting clients and communities to the resources necessary for financial success by delivering innovative coaching and development, fostering a team environment, and instilling a client-centric culture. Key achievements include:Leading by observing and coaching team and individual performance to collectively meet goals, establishing action plans as applicable. Enhancing relationships with key stakeholders to ensure benefits from personal coaching, clearly defined career paths, robust training programs, and ongoing development opportunities. Growing network to maximize effectiveness in meeting client needs while cultivating relationships with teammates and specialists to assist clients with financial needs and/or problem resolution.Gaining in-depth knowledge of client’s financial life priorities and connecting them to Bank of America solutions that meet their financial goals.Continuously learning by using resources and technologies to optimize the client experience.Interpreting performance results, discover opportunities to drive success, and guaranteeing accountability to those results through consistent coaching and follow-up. Providing oversight and direction for the enhancement of branch revenue, client experience, and operational excellence goals on a quarterly basis through client discovery conversations, relationship calling, and needs-based selling. Analyzing and interpreting daily reporting based on various metrics to address gaps and celebrate success.

Wilmington, Delaware

As a leader for the Wilmington Savings Fund Society, I garnered branch success through optimal support of the Branch Manager and team members in successfully assisting the members of the community in meeting their financial needs and goals by offering superior products and services. I was key in coordinating and supervising branch cash and operations, as well as supporting the Branch Manager’s efforts in meeting financial, operational, service, and growth plans. Additionally, I:Coached and supported a high performing sales team to include recruiting, hiring, coaching, training, evaluating and meeting with staff regularly. Promoted high morale and teamwork at all times, utilizing tools and technology to track, evaluate, and report results to financial team and others within the organization.Collaborated with the Branch Manager in providing an open, welcoming retail branch environment with high quality personal service to draw members into the branch and enhance cross-sell opportunities through demonstration and promotion of technology, products, and services.Offered back-up support to all areas of the branch as needed, including assisting with opening new accounts, loan processing, funding, and teller transactions. Championed innovative instructional strategies, course materials, assessment techniques, and appropriate integration of instructional technologies and best practices related to projects assigned.

Bachelor'S Degree, Marketing

Master Of Business Administration (M.B.A.), Marketing/Marketing Management, General