Keyana Craig
Clarksville
Summary
Results-driven relationship manager with a proven 5-year track record in successful administrative and operations management. Highly skilled in cultivating and leading high-performance teams dedicated to surpassing business objectives. Recognized for expertise in delivering exceptional customer service and driving cross-selling initiatives. Consistently nominated and awarded numerous accolades within the company. Objective financial leader with demonstrated success in overseeing financial systems and programs, work closely with other departments to expand financial education in the community. Deeply knowledgeable about regulatory requirements and adept at implementing effective strategies to maintain optimal controls. Well organized, proactive, and adaptable, thriving in dynamic market environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Relationship Manager
Fortera Credit Union
Clarksville, TN
07.2021 - Current
- Relationship managers are tasked with building and maintaining strong relationships with customers and members across multiple channels
- This involves establishing trust, understanding financial needs, and educating clients on available products and services
- Consultants also collaborate with branch teams and leverage technology to provide seamless experiences, while proactive outreach and emerging digital solutions enable them to adapt their approach to each client's unique goals and preferences
- By doing so, provided expert counsel and help clients achieve their financial objectives
- Led workshops and seminars on various financial topics, helping educate members on best practices for managing their finances effectively.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
- Collaborated with underwriters to expedite loan approvals and close deals in a timely manner.
- Advised clients on mortgage, education and personal loans.
- Conducted thorough credit analysis to minimize risk exposure for the financial institution.
- Boosted loan approval rates by meticulously evaluating applicants' financial information and advising on improvement strategies.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Educated clients on responsible credit usage, promoting long-term financial stability and success.
- Participated in continuous professional development opportunities to stay updated on changing regulations and best practices within the credit advising field.
- Assisted 1000s of customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
Member Service Representative
TTEC
Hopkinsville
07.2019 - 07.2021
- Assisted USAA members with their credit card needs, including providing accurate account information, addressing concerns, and ensuring a smooth application process
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
- Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
- Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
- Managed over 100 incoming calls per day from work
Manager
McDonald's
Clarksville, TN
11.2017 - 04.2019
- Managed and motivated employees 5 to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Education
High School Diploma -
Greenwood
Clarksville, TN02-2019
Skills
- Database Management & Documentation Review
- Relationship building and management
- Financial Advising
- Credit analysis
- Mortgage loan origination
- Federal Regulations
- Dependable
- Team development
- Banking
- Business development expertise
Accomplishments
- Received “Employee of the Quarter” service award in. July 2023
- Collaborated with team of 8 in the development of dream weavers, a team of the best in customer service that spread tactic around branches to help the credit union improve.
- I have assisted with raising our google review from a 2.5 to a 4.5 over the course of 1 and a half years.
- Brought my branch from the lowest preforming to the higher preforming branches by encouraging cross selling and sharing the different strategies I use.
- Certified credit union financial counselor
- Received top performer award in NPS, Scorecard and Loan category. January 2026
- Received " 3 million dollar club" award. January 2026
Certification
- Notary
- certified financial advisor
- Nationwide Mortgage Licensing System & Registry (NMLS) License - State Banking Authorities.
Timeline
Senior Relationship Manager
Fortera Credit Union
07.2021 - Current
Member Service Representative
TTEC
07.2019 - 07.2021
Manager
McDonald's
11.2017 - 04.2019
High School Diploma -
Greenwood