Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic

MICHELLE JOHNSON

Oakwood Village,Ohio

Summary

Supportive Team Lead with experience leading teams. Friendly Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Consistently praised by management for providing topnotch quality and production leadership to the clients and my team.

Overview

22
22
years of professional experience

Work History

Loan Support Analyst Sr Officer, Team Lead

PNC Bank
04.2015 - Current
  • Currently I service a Commercial Portfolio that consists of Agency Syndicated, participated, direct, monetization and Supply Chain deals. I am responsible for a large, complex and sensitive assigned portfolio, process and/or reconciles varied and moderately complex transactions in accordance with established policies and procedures.
  • Partnered with internal and/or external business partners to route communications, documents or other action items to complete transaction, identifies and may resolve exceptions; escalates appropriately
  • I interact with customers and have a portfolio, ensure the appropriate materials and documentation are available to complete transactions, complete research and provides feedback to our Line of Business
  • On a daily basis I review transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures

Loan Support Analyst

PNC Bank
05.2013 - 04.2015
  • Managed a complex portfolio of deals
  • Answered customer inquiries via specialized tracking platforms
  • Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional Customer feedback and Customer Service

Loan Support Workflow

PNC Bank
04.2012 - 05.2013
  • Monitored multiple folders with a variety of clients requests
  • Saved and filtered the clients requests to the corresponding Loan Support Analyst to complete the request
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Carried out day-day-day duties accurately and efficiently
  • Maintained energy and enthusiasm in fast-paced environment

Collections Specialist

PNC Bank
03.2003 - 04.2012
  • Negotiated to collect balance in full
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
  • Processed payments and applied to customer balances
  • Counseled debtors on payment options and arranged installment agreements
  • Achieved performance goals on consistent basis
  • Maintained high volume of calls and met demands of busy and productive group
  • Handled outbound and inbound calls daily with goal of collecting owed debt

Education

Associate In Arts (A.A.) - Business Administration

University of Phoenix
Phoenix, AZ
06.2010

Skills

  • Customer Needs Assessments
  • Analytical and Methodical
  • Issue and Resolution Tracking
  • Organizational Skills

Personal Information

Title: Loan Support Analyst Sr Officer

Timeline

Loan Support Analyst Sr Officer, Team Lead

PNC Bank
04.2015 - Current

Loan Support Analyst

PNC Bank
05.2013 - 04.2015

Loan Support Workflow

PNC Bank
04.2012 - 05.2013

Collections Specialist

PNC Bank
03.2003 - 04.2012

Associate In Arts (A.A.) - Business Administration

University of Phoenix

Similar Profiles

CREATE PROFILE
MICHELLE JOHNSON