Janan West
Killeen,TX
Summary
Dynamic Senior Personal Loan Specialist with expertise in customer relationship management, compliance adherence, and problem-solving. Proven ability to exceed sales goals while delivering exceptional service.
Overview
22
22
years of professional experience
Work History
Senior Personal Loan Specialist
OneMain Financial
Temple, TX
07.2024 - 08.2026
- Assist customers with personal loan applications and explain available financing options.
- Recommend loan products and optional insurance products based on customer's needs.
- Build and maintain customer relationships throughout the loan lifecycle.
- Managed existing loans, including payment reminders and collection activities, while following company policies and regulations.
- Communicated with customers through phone, email, chat, and in-person interactions.
- Met individual and branch sales and customer service goals.
- Provided excellent customer service with empathy, professionalism, and clear communication.
Branch Manager/Assistant Vice President
Cadence Bank
Waco, Texas
02.2019 - 05.2024
- Supervised branch operations, implementing improvements that enhanced overall performance.
- Performed banking, business administration, and financial tasks to guarantee five-star service for clients.
- Ensured positive, hassle-free customer experience by addressing needs promptly and effectively.
- Settled any customer disputes in a professional and pleasant manner.
- Increased customer return rates through consistent delivery of excellent customer service.
- Managed daily reports to ensure accurate tracking of operations.
- Ensured compliance with regulatory requirements and policies.
- Trained and mentored employees on banking procedures.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
Assistant Branch Manager
First National Bank Texas
Killeen, Texas
02.2005 - 02.2019
- Supervised team of 5 branch employees, providing performance evaluation recommendations to enhance team effectiveness.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancements.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Collaborated with tellers, universal bankers, and personal bankers to exceed sales goals.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Facilitated customer satisfaction through personal communication and regular follow-ups to address concerns.
- Managed employee schedules, aligning individual requests with business needs to ensure optimal staffing.
- Demonstrated knowledge of branch financial products.
- Attained expert level of product knowledge, becoming the go-to person for any assistance needed by employees.
Education
High School Diploma -
C E Ellison High School
Killeen, TX05-2000
Skills
- Loan processing
- Loan product advisory
- Loan underwriting
- Compliance management
- Payment collection
- Customer relationship management
- Team supervision
- Teamwork
- Effective time management
- Ability to multitask
- Problem solving
- Rapid learner
Timeline
Senior Personal Loan Specialist
OneMain Financial
07.2024 - 08.2026
Branch Manager/Assistant Vice President
Cadence Bank
02.2019 - 05.2024
Assistant Branch Manager
First National Bank Texas
02.2005 - 02.2019
High School Diploma -
C E Ellison High School