Nina Sonekiao
Binghamton, NY,NY
Summary
Driven by a continuous learning mindset and loan underwriting expertise, I enhanced loan processing efficiency and borrower satisfaction at NBT Bancorp. My adeptness in regulatory compliance and interpersonal relationship building, coupled with a knack for problem-solving, significantly contributed to streamlining operations and fostering team collaboration. Achieved a notable improvement in loan approval turnaround by 25%. Successful loan processing professional well-versed in the market, fee structures and application review procedures. Analytical and detail-oriented multitasker with an organized approach and good problem-solving abilities. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Commercial Loan Administrator
NBT Bancorp
10.2020 - Current
- Assisted in the development of new lending products by providing input on market trends and customer needs.
- Assisted with ongoing date entry in asset management system.
- Provided exceptional customer service during every interaction with both internal stakeholders and external clients or vendors.
- Contributed to risk management efforts by identifying potential issues during the underwriting process and recommending appropriate action steps.
- Adapted quickly to changes in regulatory requirements or company policies to ensure continued compliance within the loan administration department.
- Handled multiple priority projects simultaneously while meeting strict deadlines for document preparation and submission.
- Bolstered team morale and productivity by offering support, guidance, and assistance with complex tasks when needed.
- Ensured compliance with federal and state regulations by maintaining accurate records and staying current on industry updates.
- Improved borrower satisfaction with prompt communication and thorough explanations of loan terms, conditions, and requirements.
- Generated and distributed variety of daily, weekly and monthly reports.
- Maintained a high level of confidentiality while handling sensitive borrower information throughout the loan process.
- Facilitated smooth loan closings by coordinating with borrowers, lenders, attorneys, and title companies to resolve any discrepancies or issues.
- Maintained a thorough understanding of commercial lending products and services to effectively address borrower inquiries or concerns.
- Increased cross-departmental collaboration by fostering open communication channels between loan administration, underwriting, sales, and servicing teams.
- Enhanced loan processing efficiency by streamlining documentation and data entry procedures.
- Reduced turnaround time for loan approvals by maintaining organized records and ensuring timely submission of required documents.
- Supported underwriters in making informed decisions by conducting comprehensive reviews of financial statements and credit reports.
- Provided technical support during onboarding and throughout various stages of pipeline.
- Maintained compliance with laws and regulations governing commercial loans.
- Obtained and reviewed corporate financial statements.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Developed and maintained relationships with customers, lenders and other third parties.
- Monitored pipelines to track and log status of loans.
- Strong listening and communication skills with the ability to deliver quality customer service to both internal and external customers in a fast-paced, ever-changing environment.
- Previous experience relating to customer service and transaction processing.
- Beginner-to-Intermediate competency with Microsoft Office (Word, Excel, Outlook, PowerPoint, Teams).
- the bank to ensure proper documentation is obtained to underwrite, document and book loans. Responsible to review requests entered into the loan origination system to ensure data integrity, streamline the origination process, increase efficiency, and minimize downstream impacts
- 25% Responsible to review loan approval and perform post-approval due diligence to ensure all compliance requirements are met and loan adheres to bank policies and procedures. Gather additional documentation and order third party reports as required by loan approval to meet loan terms and conditions. Review business entity and organizational documents to ensure the entity is in good standing and identify authorized signers.
- 25% Collaborate with Relationship Manager and Attorney to facilitate loan closing. Coordinates Pre-Review of draft documents, gather fees associated with closing, calculate interim interest and provide amortization schedule, as applicable. Perform initial review of signed loan documents to ensure proper documentation was obtained, signed, and dated properly and submit completed package for final review and boarding. Upload all documentation into the electronic file system and ensure original required documents are kept according to retention policy. Monitor document exceptions and follow up to ensure resolution. Responsible to disburse loan closing proceeds such as payoffs, wire transfers, and official checks in accordance with the Loan Closing Statement.
- 15% Responsible for ongoing loan maintenance and customer service activities, including direct contact with borrowers, attorneys, accountants, insurance agents and other vendors, to ensure receipt of updated documentation to maintain loan and credit file. Process on-going loan transactions such as loan advances, pay downs, payments and constructions draws. Monitor reports for upcoming renewals, past dues, maturities, overdrafts, and delinquencies. Acts as a liaison between the customer and subject matter experts to research, resolve and expedite problem resolution for loan servicing issues.
- 10% Perform general administrative duties, such as maintaining electronic loan files, assist with internal/external file audits, maintain and send financial statement request letters, and support Regional Leadership with reporting, contributions, general office duties, and distributing mail.
- 5% Other duties as assigned
Senior Universal Banker
Summit Credit Union
09.2018 - 06.2020
- Ensured adherence to anti-money laundering protocols through diligent verification of customer identification documents during account opening procedures.
- Mentored junior bankers to enhance their skills and knowledge, fostering a culture of continuous learning within the team.
- Collaborated with branch staff to identify business development opportunities, increasing overall revenue growth.
- Led employee training sessions on product offerings and regulatory changes, ensuring all team members remained current on industry developments.
- Assisted branch managers in exceeding sales goals through cross-selling and upselling various financial products.
- Streamlined loan application processes by implementing digital tools, expediting turnaround times for approvals and disbursements.
- Increased customer satisfaction by providing personalized banking solutions tailored to individual needs.
- Delivered exceptional customer service by consistently going above and beyond to address concerns or resolve issues, leading to increased client retention rates.
- Contributed to the successful launch of new banking products by providing input on customer needs and preferences during development phases.
- Developed and implemented new strategies for improving efficiency in daily banking operations, resulting in reduced wait times for customers.
- Coordinated community outreach initiatives to build brand awareness and foster positive relationships between the bank and local residents.
- Strengthened client relationships with proactive communication and follow-up on account inquiries, issues, or concerns.
- Navigated challenging conversations with customers experiencing financial difficulties, offering compassionate guidance on debt management strategies and available assistance programs.
- Evaluated customer feedback to identify areas for improvement in service delivery, implementing necessary changes to ensure continued satisfaction.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
- Referred customers to other banking departments for specialized services.
- Cross-sold credit cards, loans and other bank products.
- Established rapport with new clients to increase satisfaction and loyalty.
- Processed applications for new accounts.
- Performed account maintenance by closing out accounts and changing customer addresses.
Student Loan Counselor
Great Lakes Higher Education Corporation & Affiliates
02.2009 - 05.2018
- Worked closely with loan servicers to resolve discrepancies or disputes related to billing or balances efficiently.
- Maintained updated knowledge of federal regulations and guidelines, ensuring accurate guidance was given to clients at all times.
- Collaborated with a team of counselors to share best practices and improve overall service quality.
- Enhanced borrower understanding by providing clear and concise information about student loan repayment options.
- Developed strong relationships with borrowers through consistent follow-up and genuine concern for their wellbeing.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding performance metrics set by management.
- Facilitated workshops and presentations on student loan management for school administrators and students alike.
- Negotiated alternative payment arrangements with lenders on behalf of struggling borrowers, resulting in more manageable monthly payments.
- Conducted thorough evaluations of borrower financial situations for accurate recommendations on appropriate loan modifications.
- Streamlined the application process for loan consolidation, resulting in faster processing times and increased borrower satisfaction.
- Served as a reliable resource for colleagues seeking guidance on complex student loan issues or navigating challenging borrower situations.
- Assisted borrowers in selecting suitable repayment plans, leading to timely payments and improved financial stability.
- Educated clients on the benefits of various loan forgiveness programs, empowering them to make informed decisions about their financial future.
- Supported new hires during training by sharing insights from personal experiences as a Student Loan Counselor.
- Identified trends in borrower questions or concerns, suggesting improvements to educational materials or processes accordingly.
- Reduced delinquency rates by implementing proactive outreach strategies targeting at-risk borrowers.
- Created detailed case notes for each borrower interaction, facilitating seamless communication among team members regarding client progress.
- Coordinated with various internal departments to ensure timely processing of loan adjustments, deferments, or forbearance requests.
- Provided empathetic support to borrowers experiencing financial hardships, offering tailored solutions for their unique circumstances.
- Managed a caseload of over 100 clients per month while maintaining exceptional standards of accuracy and professionalism.
- Reviewed initial financial aid applications for accuracy and compliance with reporting standards.
- Provided financial aid counseling to enrolled and prospective students.
- Counseled students and parents about financial aid options and program details.
- Authored presentations and documentation for distribution to current and prospective students.
- Communicated with prospective students to illustrate available financial aid opportunities.
- Reviewed financial aid appeals, issuing secondary and final judgments on award packages.
- Processed loan applications and monitored progress from start to finish.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Developed and maintained relationships with customers, lenders and other third parties.
- Assisted customers with completing loan applications and other paperwork.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Helped college students obtain financial aid through loan programs.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
Education
Bachelor of Science - Business Administration And Management
Cardinal Stritch University
Milwaukee, WI05.2017
Skills
- Loan Underwriting Expertise
- Strong attention to detail
- Loan Closing Procedures
- Professionalism and Integrity
- Computer Software Proficiency
- Continuous learning mindset
- Organizational abilities
- Decision-Making Competence
- Regulatory Compliance Awareness
- Conflict resolution techniques
- Interpersonal relationship building
- Negotiation and Persuasion
- Ethical Conduct Standards
- Financial analysis proficiency
- Sales and Marketing Acumen
- Commercial Lending Knowledge
- Loan Processing Familiarity
- Loan Documentation Mastery
- Analytical Thinking Capacity
- Portfolio Management
- Market understanding
- Completing applications
- Pulling credit reports
- Fees knowledge
- Closing documents understanding
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent Communication
- Customer service-focused
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Cash Handling
- Relationship Building
- Customer Relations
- Active Listening and Learning
- Microsoft Office
- Oral and Written Comprehension
- Team building
- Analytical and Critical Thinking
- Data Entry
- Loan Processing Coordination
- Task Prioritization
- Self Motivation
- Income Evaluation
- Interpersonal Skills
- Analytical Thinking
- Creditworthiness Determination
- Credit History Review
- Goal Setting
- Complaint Handling
- Professionalism
- Document analysis
- Loan File Maintenance
- Interpersonal Communication
- Basic Mathematics
- Time management abilities
- Continuous Improvement
- Adaptability
- Written Communication
- Eligibility Determination
- Application Review
- Client Counseling
- Professional Demeanor
- Problem-solving aptitude
- Student Advising
- Regulatory Compliance
Languages
Thai
Professional Working
Timeline
Commercial Loan Administrator
NBT Bancorp
10.2020 - Current
Senior Universal Banker
Summit Credit Union
09.2018 - 06.2020
Student Loan Counselor
Great Lakes Higher Education Corporation & Affiliates
02.2009 - 05.2018
Bachelor of Science - Business Administration And Management
Cardinal Stritch University
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