Thorough review of commercial loan/line of credit applications by determining risk factors, evaluating background and credit checks, and assessing the applicants’ financials and other relevant documentation. Conduct interviews with business owners to create personal connections, record pertinent information, verify submissions, and maintain compliance and quality control. Manage a large portfolio of active accounts while providing necessary updates and promoting customer retention, review 1-10 new applications per day ranging from $25,000 to >$1,000,000, and report findings and recommendations in a timely manner.

Acted as liaison between estate executors/beneficiaries and TD business partners/internal stakeholders to coordinate complex estate settlements. Reviewed documentation including wills, death certificates, and letters of direction to ensure settlement was completed in accordance with legislative rules and bank regulations. Interfaced directly with clients; remained resilient and positive in sensitive situations, and effectively managed my time and workflow to meet established SLA’s. Identified opportunities to refer clients to partners in the appropriate lines of business. Efficiently managed a large book of over 500 active cases at a given time.

Mentored the customer service team by promoting the individual success and development of team members. Offered personalized advice to clients and resolved client issues and complaints to ensure a positive experience with each interaction. Managed the administration of the branch, including compliance standards, employee scheduling, branch reporting, and routine coaching and feedback reports. Led the district for top customer feedback multiple times, won a variety of regional awards, and became a national "TD Legend" (which included an international trip with TD executives to celebrate the highest performers of the year).

Acted as the primary point of escalation and support for the front line (tellers) and management team. Promoted the success of branch staff by training new employees, leading by example, and providing support and advice to colleagues and clients. Assisted management team with supervisory coverage, opening and closing procedures, cash management, client investigations, and fraud claims.

Provided distinctive customer experiences while completing transactions, providing product information, and referring clients to other departments within the bank. Created personal relationships while building strong interpersonal skills and business acumen and staying up to date on all relevant banking products, services, and fees.

Led the creation of graphics and visuals for promotional materials, infographics, and website content to accurately reflect the identity and purpose of the company. Owned research reports on indoor air quality monitoring and other means of improving the sustainability and health of the built environment. Independently designed the graphics for various environmentally focused projects, most notably the WE Project, an electronic waste recycling bin that remains in use in more than a dozen locations across Shanghai.

Supported a variety of design projects, including airport terminals, educational facilities, corporate office buildings, data centers and healthcare facilities, through the preparation of architectural drafts and client presentations. Contributed to client proposals, which resulted in successful contracts, including projects for LGA airport’s revitalization and a terminal connector for LAX airport.

Supported a variety of design projects, including airport terminals, educational facilities, corporate office buildings, data centers and healthcare facilities, through the preparation of architectural drafts and client presentations. Contributed to client proposals, which resulted in successful contracts, including projects for LGA airport’s revitalization and a terminal connector for LAX airport.