Sarah Drummond
Pittsburgh
Summary
As a detail-oriented Enterprise Testing Analyst, I have over 15 years of experience in the financial sector and a strong focus on compliance assessments and risk management. I am a dedicated professional with proven reliability and adaptability in conducting thorough reviews to uphold industry regulations.
Overview
16
16
years of professional experience
Work History
Enterprise Testing Analyst
PNC Bank
10.2024 - Current
- Conducted thorough reviews of home equity loan underwriting practices to safeguard against risks and uphold compliance with industry regulations.
- Performed income verification and appraisal assessments to ensure compliance and accuracy.
- Helped prepare for OCC exams.
- Conducted thorough compliance assessments to safeguard regulatory adherence and minimize potential risks.
- Spearheaded review process for new loan product.
Quality Analyst
PNC Bank
08.2015 - 10.2024
- Conducted thorough review of home equity loan closing documents, confirming all details were correct before customer signing.
- Analyzed call interactions of loan specialists, verifying compliance with regulations and maintaining high customer service standards.
- Enhanced knowledge of risk management compliance and regulatory standards to maintain high-quality review benchmarks.
Customer Service Specialist
Dick's Sporting Goods
09.2013 - 06.2023
- Facilitated customer transactions at service counter, ensuring efficient processing and manager approval when necessary.
- Managed online order fulfillment operations, ensuring accurate item retrieval and timely shipping to enhance customer satisfaction.
- Facilitated training sessions for new staff on customer service protocols and company policies.
Loan Specialist
PNC Bank
03.2010 - 08.2015
- Guided customers through home equity loan application procedures, ensuring clarity and efficiency in the process.
- Explained loan product terms and repayment options to ensure clients understood their financial commitments.
- Strengthened customer relationships by providing transparent communication and timely follow-up on loan application inquiries.
- Mentored junior staff on best practices in loan origination and customer service.
Education
Certificate - Paralegal Studies
Duquesne University
Pittsburgh, PA08-2009
Bachelor of Arts - History
West Virginia Wesleyan College
Buckhannon, WV06-2009
Skills
- Critical thinking
- Interpersonal skills
- Analytical thinking
- Reliability
- Multitasking Abilities
- Time management
- Adaptability and flexibility
- Organized and detail oriented
- Positive attitude
- Self motivation
- Professionalism
- Workload management
Timeline
Enterprise Testing Analyst
PNC Bank
10.2024 - Current
Quality Analyst
PNC Bank
08.2015 - 10.2024
Customer Service Specialist
Dick's Sporting Goods
09.2013 - 06.2023
Loan Specialist
PNC Bank
03.2010 - 08.2015
Certificate - Paralegal Studies
Duquesne University
Bachelor of Arts - History
West Virginia Wesleyan College