Laura Smith
Pleasant Prairie
Summary
Dynamic banking professional with extensive experience at Johnson Financial Group, excelling in loan servicing management and customer service excellence. Proven track record in problem resolution and project management, adept at training teams and enhancing vendor relations. Skilled in utilizing advanced banking systems to drive efficiency and client satisfaction.
Overview
30
30
years of professional experience
Work History
Specialty Loan Servicing Coordinator
Johnson Financial Group
Racine
12.2021 - Current
- Create and manage notices for participating banks regarding payment transfers and fund requests
- Process loan payments and advances from lead banks and handle daily reports including posting rejects
- Balance general ledgers for outstanding items including loan advances, payments, and wire transfers
- Manage department inbox handling all internal and external customer inquiries
- Conduct research and resolution for complex client issues and difficult inquiries
- Calculate unused fees for client loans, create invoices, and process payments
- Prepare and submit monthly reporting to Small Business Administration (SBA) and process fee payments
- Create loans in system for specialty clients and coordinate with vendor FIS for account setup
Customer Support Center Representative IV
Johnson Financial Group
Racine
05.2011 - 12.2021
- Provided comprehensive customer support for retail banking products using multiple systems including IBS Insight, eManager, CMSE, FXD, and Bill Pay
- Assisted with complex issues for both Retail and Treasury Management clients
- Served as liaison between departments during Treasury Management system upgrades ensuring positive client experience
- Trained associates in Treasury Management products and newly hired staff on customer service protocols
- Updated department procedures and served as key conversion team member for new online banking system
- Became subject matter expert for phone systems, mortgage/consumer loans, and external transfer processes
Commercial Deposit Services Representative III
Johnson Financial Group
02.2008 - 05.2011
- Managed complex commercial deposit issues and served as liaison between vendors and clients
- Assisted clients with DepositPartner system upgrades including remote installation and troubleshooting
- Completed Go ID Token project implementation including procedure updates and department training
- Prepared monthly account analysis logs and resolved complex customer account analysis issues
- Served as product manager for DepositPartner handling upgrades, communications, and vendor relationships
Client Service Professional Senior
J.P. Morgan Chase
Milwaukee
11.2001 - 02.2008
- Progressed from Client Service Professional I to III, mastering various banking systems and products
- Handled wires, ACH, Positive Pay, tax payments, and specialized in Cross Border Payments and Internal Support
- Managed escalated customer calls and resolved complex situations when supervisors unavailable
- Utilized maintenance systems including Quickkill, Quickkill APS, and Deal Manager
Customer Service Associate I & II
03.1996 - 11.2001
- Processed deposit transactions and payments while cross-selling banking products
- Opened and closed accounts, serviced loans, and handled escalated customer situations
- Managed vault operations for remote drive-thru including coin and currency ordering and balancing
- Maintained and balanced ATM operations including deposit processing
Education
General Studies -
Marquette University
Milwaukee, WI01.1996
High School Diploma -
J.I. Case High School
Racine, WI01.1993
Skills
- Customer service excellence
- Banking systems expertise
- Loan servicing management
- Problem resolution strategies
- Training and development
- Project management
- Vendor relations
- Compliance adherence
Timeline
Specialty Loan Servicing Coordinator
Johnson Financial Group
12.2021 - Current
Customer Support Center Representative IV
Johnson Financial Group
05.2011 - 12.2021
Commercial Deposit Services Representative III
Johnson Financial Group
02.2008 - 05.2011
Client Service Professional Senior
J.P. Morgan Chase
11.2001 - 02.2008
Customer Service Associate I & II
03.1996 - 11.2001
General Studies -
Marquette University
High School Diploma -
J.I. Case High School