Tamara Gilchrese
3642 Lancaster Road, Springfield
Summary
Persistent leader eager to lead and grow organizations. Skilled in strategic planning, problem-solving, and communication with good understanding of business principles, project management and team leadership. Collaborative with relentless work ethic.
Overview
25
25
years of professional experience
Work History
Vice President, Loan Servicing
Security Bank
01.2024 - 11.2024
- Department Head - Managing Supervisor of Loan Servicing Department
- United Way Board Member 2019 - current.
- United Way Chair of the Board. Hosted Board and Executive meetings, completed board check ins. Completed monthly review of the organizations financial reports. Assisted in fund raising. Public speaking at kickoff and annual meeting events. Assisted in carrying out the mission of United Way. Assisted United Way staff to collaborate with community leaders that serve as volunteer board members on strategies and ways to fund raise to fund the programs United Way funds. Voted on motions to improves processes and policies of United Way to ensure lawful and sound decisions in fundraising and and the mission of United Way.
- Employee Campaign Coordinator of United Way annual campaign. Planned and provided bank staff with the bank's goal and incentives for providing payroll deducted gifts to United Way. Educated staff of the mission and vision of United Way.
- Coordinator of the Parent Place Family Adoption 2019 - current, Coordinated with Executive Director to receive the family information. Raised funds, shopped and wrapped gifts for family. Ensure timely delivery of gifts to the organization to be provided directly to the family.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Led cross-functional team for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Customer service to include in person, telephone and electronic inquiries.
- Commercial loan servicing to include payment processing. Management of participation payments and draws.
- Commercial and residential new loan reviews for accuracy.
- Served on vendor management committee to include vendor management, new contracts, renewal of contracts and expiring contracts.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Ensured regulatory compliance at all times by implementing robust internal controls systems coupled with proactive monitoring mechanisms.
- Established and maintained strong relationships with customers, vendors and strategic partners. to include research to clear out of balance scenarios.
- Development and management of procedures to maintain regulatory compliance.
- Balancing of Loan Control - all loan activity was balanced daily
- Management of staff to include training, scheduling and payroll responsibilities.
- Monthly reporting of all new loan production, adverse action loans and mortgage loan payoffs to board of directors.
- Continued responsibilities of all Loan Servicing roles mentioned on resume to include Assistant Vice President, Loan Servicing, Loan Servicing Supervisor and Loan Servicing Coordinator.
Assistant Vice President, Loan Servicing
Security Bank
06.2020 - 01.2024
- Department Head - Managing Supervisor of Loan Servicing Department.
- United Way Board Member 2019-Current.
- United Way Board Chair - July 2024 - 2025
- Major contributor of core system provider from Fiserv to CSI to assist in mapping and set up of loan systems.
- Major contributor of separation of the Bank Operations Department to the Loan Servicing and Retail Operations Departments.
- Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions and completion of performance evaluations.
- Collaborated closely with executive leadership to align department goals with overall company objectives, resulting in stronger organizational cohesion.
- Managed diverse projects and reports, ensuring that each project met established quality standards and delivered expected results on time and within budget.
- Enhanced collaboration between team members by implementing innovative communication tools and fostering an open dialogue culture.
- Ensured complete cross-training of staff to ensure proper coverage of the Loan Servicing Department to ensure customers were provided quality service at all times.
- Increased efficiency by streamlining processes and implementing new software tools for the team due to core system conversion.
- Managed risk effectively by implementing robust compliance procedures and conducting preparation and audit assistance and responses for regular internal and external audits of internal controls.
- Trained and guided team members to maintain high productivity and quality performance.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships. Complaint and error resolution.
- Continued Loan Servicing Supervisor and Loan Servicing Coordinator duties.
Assistant Vice President, Operations
Security Bank
03.2018 - 06.2020
- Department Head - Managing Supervisor of Bank Operations Department.
- Major contributor of merging of Loan Servicing Department and Retail Operations Department.
- Development of policies and procedures to ensure regulatory compliance.
- Wire transfer responsibilities.
- Foreign currency responsibilities.
- ACH management and monitoring.
- Cash Management administration to include set up of commercial online banking clients and credentials.
- Remote Deposit set up and management. To include audit of items deposited remotely to ensure compliant items were processed and properly deposited.
- Implemented risk mitigation strategies to minimize potential losses and protect organizational assets.
- Conducted regular audits on business processes, systems, policies, procedures to ensure regulatory compliance.
- Upheld customer satisfaction levels by managing service quality expectations consistently across all departmental functions.
- Ensured regulatory compliance in all aspects of operations by staying current on industry standards and best practices.
- Improved employee performance with targeted training and ongoing performance evaluations.
- Enhanced productivity through diligent oversight of daily operations and staff management.
- Maintained strong relationships with internal stakeholders to facilitate effective communication across departments.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Identified opportunities to improve business process flows and productivity.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Loan Servicing Supervisor
Security Bank
09.2016 - 03.2018
- Managing Supervisor of Loan Servicing Department.
- Elected to the United Way Board.
- Attended monthly board meetings to collaborate with other community leaders/volunteers to make sound decisions and promote the mission of United Way.
- Served as the Chair of Resource Committee of United Way. Collaborated with community volunteers to assist with carrying out the strategic plan of United Way. To create ways to raise funds to fund partner programs that assists in crisis or urgent needs of assistance of those in need in our local community
- Served as the Chair of Loaned Executives of United Way. Trained and mentored Loan Executive volunteers for us all to assist companies to plan and carry out their annual United Way campaign. This included creating goals for each company, assisting in creating special events, ordering and providing supplies. Presented at companies to educate the mission of United Way, what United was funding and making the ask of gifts to United Way to support those in need in our local community.
- Served as an Employee Campaign Coordinator for Security Bank's United Way campaign. Planned the annual United Way campaign. Presented the bank's goal. incentives and made the ask for gifts to United Way to help those in need,
- Addressed escalated borrower concerns in a professional manner, resolving issues and maintaining positive relationships with clients.
- Evaluated employee performance regularly, providing constructive feedback and coaching opportunities for growth within the organization.
- Trained new employees on company policies, procedures, and software systems to maximize efficiency in the workplace.
- Optimized workforce allocation by forecasting staffing needs based on anticipated workloads to ensure proper coverage of the Loan Servicing Department.
- Maintained knowledge of current industry trends, attending conferences and workshops to stay informed about best practices in loan servicing management.
- Continuously reviewed and updated policies and procedures to ensure alignment with industry best practices, leading to improved internal efficiencies and regulatory compliance.
- Managed a team of loan servicing coordinators, ensuring accurate and timely processing of payments and account maintenance.
- Ensured compliance with federal and state regulations through diligent monitoring of loan servicing activities.
- Achieved high levels of customer satisfaction by swiftly handling inquiries or disputes from borrowers regarding their loans. To include responses of E-Oscar credit disputes and responses to written credit disputes received.
- Implemented quality control measures to ensure consistency across all aspects of the loan servicing process.
- Conducted regular audits of loan files for accuracy, identifying discrepancies and rectifying them promptly. To include the check back of all new mortgage and consumer loans.
- Served as back up for delinquent loan accounts to assist with phone calls or payment inquiries in the event of Risk Management's absence.
- Improved loan servicing processes by implementing streamlined workflows and enhanced communication strategies.
- Provided leadership, guidance and direction to loan servicing team members, offering assistance with any need at any time.
- Developed and enforced policies and procedures for compliance with company policies.
- Responsible for HMDA reporting reviews.
- Final title policy reviews to ensure correct polices. Responsible to clear any discrepancies for final policy.
- Monthly reporting of loan delinquencies and originations,
- New loan uploads - bring new loans to bank's core system. Final set up of all loans.
Loan Servicing Coordinator
Security Bank
08.2010 - 09.2016
- Introduced to loans, loan servicing and loans policy and procedures.
- Escrow management to include disbursements of real estate taxes, hazard insurance, earthquake, flood and private mortgage insurance.
- Escrow analysis review and processing.
- Customer service for all residential and consumer loan customers.
- Upload and funding of all mortgage and consumer loans.
- Loan file maintenance and upload corrections.
- Forced placed insurance monitoring and payments.
- Insurance input and monitoring of escrow insurance to include monitoring timely disbursements.
- Processing of loan payoff funds received. Processed paid off loans to include return of original promissory note, escrow and overpayment refunds.
- Quoting and calculating loan payoff for internal and external requests in a timely manner to be compliant with regulations.
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Spearheaded volunteer program that expanded organization's community outreach, enhancing its public image and engagement within the Hoopla Committee.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Personal Banker II
Security Bank
11.2004 - 08.2010
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Cross-sold bank products and services to meet customer needs and provide options.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
- Backed up teller staff when needed.
Assitant Branch Manager
Security Bank
05.2001 - 11.2004
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Managed opening and closing procedures for the branch.
- Maintained main cash vault to include daily balancing of vault. Handled daily cash buys and sells to vault. Fulfilled all branch cash orders to include all ATM cash orders. Ordered and received cash orders from the Federal Reserve.
- Worked as a CSR/teller when needed. Sold official checks, money orders and travelers checks.
- Opened new accounts by listening to customers and providing the recommendation of the bank's products and services that would fit their financial needs.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations. Successfully obtained the bank's first retail internal audit with a grade of an A.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Supervised team of 4 branch employees and made recommendations regarding performance evaluations.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Collaborated with other departments within the bank to resolve complex issues efficiently, ensuring seamless service delivery to customers.
- Improved teller accuracy by implementing standardized cash handling procedures and conducting regular audits on cash drawers.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Contributed to the development and implementation of strategic plans for the branch that aligned with overall bank objectives, driving sustained growth and success.
Customer Service Specialist
Security Bank
06.1999 - 05.2001
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Learned bank's products and services. This included checking, savings, CD and IRa accounts and additional services of debit cards, automatic transfers and some loan products.
- Opened and closed bank accounts based on the customer's needs. Complete interviews to determine the best options for their needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Responded to customer requests for products, services, and company information in in-person or phone appointments.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma -
Southeast High School
Springfield, IL 06-1995
Skills
- Team leadership
- Relationship building
- Decision-making
- Critical thinking
- Training and mentoring
- Public speaking
Timeline
Vice President, Loan Servicing
Security Bank
01.2024 - 11.2024
Assistant Vice President, Loan Servicing
Security Bank
06.2020 - 01.2024
Assistant Vice President, Operations
Security Bank
03.2018 - 06.2020
Loan Servicing Supervisor
Security Bank
09.2016 - 03.2018
Loan Servicing Coordinator
Security Bank
08.2010 - 09.2016
Personal Banker II
Security Bank
11.2004 - 08.2010
Assitant Branch Manager
Security Bank
05.2001 - 11.2004
Customer Service Specialist
Security Bank
06.1999 - 05.2001
High School Diploma -
Southeast High School
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