First Citizen Bank – Loan Servicing Portal

Project Scope

Development of a modern loan servicing portal to streamline loan lifecycle management, from origination to closure. The initiative aimed to enhance customer experience, improve operational efficiency, and strengthen compliance with financial regulations.

Key Responsibilities

• Partnered with stakeholders to gather business and technical requirements.

• Defined features for loan processing, payment scheduling, and account management.

• Created process flows, wireframes, and user stories in JIRA/Confluence.

• Managed UAT, defect triage, and ensured compliance with KYC/AML.

• Coordinated across teams to deliver a scalable and secure solution.

Key Achievements

• Improved customer satisfaction by 30%.

• Reduced loan processing time by 25%.

• Increased portal engagement by 20% with user-friendly design.

• Strengthened compliance with KYC/AML regulations.

• Delivered a secure and scalable servicing platform.