MICHELLE JOHNSON
OH
Summary
Dynamic Loan Support Analyst with extensive experience at PNC Bank, excelling in financial reconciliation and customer relationship management. Proven track record of resolving complex issues and managing sensitive portfolios, ensuring compliance and efficiency. Recognized for analytical thinking and delivering exceptional client support, consistently achieving performance goals in a fast-paced environment.
Overview
23
23
years of professional experience
Work History
Loan Support Analyst Sr
PNC Bank
Brecksville, OH
07.2020 - Current
- Manually invoice clients monthly.
- Delivered support to clients via phone and email to resolve user issues efficiently.
- Analyzed data from multiple sources
- Managed a large, complex, and sensitive portfolio while processing and reconciling transactions.
- Collaborated with internal and external partners to route documents and communications necessary for transaction completion.
- Identified exceptions within transactions, resolving issues or escalating as required.
Loan Support Analyst Sr, Team Lead
PNC Bank
Brecksville, OH
03.2018 - Current
- Delivered support to clients via phone and email to resolve user issues efficiently.
- Analyzed data from multiple sources
- Developed training materials for end-users and new hires to enhance onboarding processes. Executed varied transactions and processes according to standard procedures for the assigned portfolio.
- Managed a large, complex, and sensitive portfolio while processing and reconciling transactions.
- Collaborated with internal and external partners to route documents and communications necessary for transaction completion.
- Identified exceptions within transactions, resolving issues or escalating as required.
- Interacted with customers to ensure necessary documentation for transaction completion was available.
- Conducted research and provided feedback on workflow efficiency and received work.
- Reviewed transactions and documents to verify accuracy, completeness, and adherence to service levels.
- Ensured compliance with established policies and procedures throughout all processes.
- Manually invoice clients monthly
Loan Support Analyst Sr
PNC Bank
Brecksville, OH
04.2015 - Current
- Executed varied transactions by adhering to established procedures.
- Managed a large, complex, and sensitive portfolio of transactions.
- Manually Invoice clients monthly
- Processed and reconciled moderately complex transactions following policies and guidelines.
- Collaborated with internal and external partners to facilitate transaction completion.
Loan Support Analyst
PNC Bank
Brecksville, OH
05.2013 - 04.2015
- Managed a complex portfolio of deals, ensuring the timely processing of payments and letters of credit.
- Achieved performance metrics by meeting call volume thresholds and adhering to call time guidelines.
- Delivered exceptional customer service, resulting in outstanding feedback from clients.
- Reconciled letter of credit payments with precision and accuracy.
- Analyzed customer inquiries to resolve issues efficiently and effectively.
Loan Support Workflow
PNC Bank
Brecksville, OH
04.2012 - 05.2013
- Monitored multiple folders for diverse client requests.
- Filtered and directed client requests to appropriate Loan Support Analyst.
- Acquired new skills rapidly, enhancing efficiency in daily tasks.
- Executed daily responsibilities with accuracy and efficiency.
- Sustained high energy and enthusiasm in fast-paced environment.
Collections Specialist
PNC Bank
Brecksville, OH
03.2003 - 03.2012
- 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, AZ06.2010
Skills
Financial reconciliation and transaction processing
- Issue resolution and problem solving
- Customer relationship management
- Analytical thinking and attention to detail
- Organizational skills and portfolio management
Personal Information
Title: LOAN SUPPORT ANALYST SR OFFICER
Affiliations
- Competed in Corporate Challenges for PNC Bank
Accomplishments
- I was the first to receive the PNC Market All-Star Award in 2018 within Asset-Backed Finance.
Timeline
Loan Support Analyst Sr
PNC Bank
07.2020 - Current
Loan Support Analyst Sr, Team Lead
PNC Bank
03.2018 - Current
Loan Support Analyst Sr
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 - 03.2012
Associate In Arts (A.A.) - Business Administration
University of Phoenix
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