Shannon Bennett
Auburn,US
Summary
Knowledgeable, motivated Sales and Service Professional with an extensive Consumer Lending background ranging from consumer credit to product service management. Experience developing and managing a credit and sales pipeline, multiple projects and client relationships while maintaining the utmost attention to detail and meeting deadlines. Developed a high-level of proficiency in administration and consumer lending by utilizing various proprietary systems while soliciting retail products independently or through Line of Business Partners and external referral sources. Team player and resolution specialist with the necessary work ethic, dedication, and capabilities to work successfully under pressure while keeping the client's needs first.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Support Specialist
PMI Puget Sound
Maple Valley, WA
01.2025 - Current
- Maintained detailed documentation of support interactions for future reference and analysis.
- Acted as liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and enhance satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts.
- Addressed technical issues swiftly to improve customer satisfaction ratings significantly.
- Utilized ticketing system to track requests and prioritize urgent needs effectively.
- Enhanced customer retention through empathetic and efficient case handling.
- Researched solutions to technical problems and provided assistance over phone and in person.
Mortgage Loan Officer Assistant / In House Loan Officer
Paramount Residential Mortgage Group
Puyallup
07.2017 - Current
- Assist mortgage applications, ensuring swift approvals and high client satisfaction.
- Collaborate with underwriters, resolving complex cases to improve processing efficiency.
- Ensure loan document accuracy and compliance with regulatory standards.
- Guide clients through mortgage processes, building strong relationships.
- Analyze market trends to refine loan products, staying competitive in the industry.
- Partner with underwriters to resolve complex cases, optimizing loan processing efficiency and fostering cross-departmental synergy.
- Meticulously review loan documents, ensuring accuracy and strict compliance with evolving regulatory standards in the mortgage industry.
- Provide comprehensive guidance to clients throughout the mortgage journey, cultivating lasting relationships and boosting customer retention.
- Spearhead refinement of loan products based on market analysis, maintaining competitive edge and adapting to dynamic industry landscape.
- Foster cross-departmental synergy, partnering with underwriters to resolve complex cases and boost overall loan processing efficiency.
- Ensure meticulous loan document accuracy and compliance with evolving regulatory standards, mitigating risks in the mortgage industry.
Mortgage Loan Officer Assistant
Finance of America Mortgage LLC
Kent, WA
09.2015 - 07.2017
- Managed loan portfolio, ensuring compliance and client trust through efficient processes.
- Boosted customer engagement by coordinating marketing efforts.
- Reviewed loan recommendations for sound decisions and effective risk management.
- Enhanced customer satisfaction with tailored pre-qualification solutions.
- Verified loan documentation accuracy, maintaining compliance standards.
- Meticulously verified loan documentation, maintaining rigorous compliance standards and minimizing errors in the underwriting process.
- Partnered with senior loan officers to review and refine loan recommendations, contributing to sound decision-making and effective risk management.
Personal Banker
Key Bank
Mercer Island, WA
12.2013 - 09.2015
- Cultivated client relationships, exceeded sales targets, and provided tailored financial solutions at Key Bank. Consistently ranked in top performers for customer satisfaction.
- Guided clients through complex financial decisions, ensuring alignment with their long-term goals. Provided empathetic support during challenging economic periods.
- Analyzed client portfolios to identify opportunities for optimization. Developed data-driven strategies to enhance financial outcomes and mitigate risks.
- Fostered strong relationships with cross-functional teams to deliver comprehensive financial services. Facilitated seamless client experiences across departments.
Customer Service Manager
Key Bank
Bellevue, WA
07.2010 - 06.2014
- Managed customer service team, enhancing satisfaction and reducing response time by 12%
- Implemented training programs, improving team efficiency and customer retention
- Resolved complex client issues, leading to a 9% increase in positive feedback
- Analyzed service metrics, optimizing processes for better customer experience
- Collaborated with departments to streamline operations, boosting service quality
- Led customer service team, boosting satisfaction rates and streamlining processes. Implemented training programs, reducing response times and enhancing client retention.
- Fostered cross-departmental partnerships to resolve complex customer issues. Mentored team members, promoting a culture of continuous learning and professional growth.
- Analyzed customer feedback data to identify trends and areas for improvement. Implemented data-driven strategies, leading to measurable increases in customer loyalty.
- Anticipated future customer service needs, developing proactive solutions. Championed customer-centric initiatives, positioning the bank as an industry leader in service quality.
Teller
Key Bank
Snoqualmie, WA
01.2005 - 06.2010
- Fostered strong team relationships, contributing to a positive work environment. Assisted colleagues during peak hours, improving overall branch performance.
- Maintained meticulous records, adhering to strict banking regulations. Detected and prevented fraudulent activities, safeguarding customer accounts.
- Proposed streamlined processes for routine transactions, reducing wait times. Adapted quickly to new banking technologies, enhancing customer service quality.
- Provided personalized financial guidance, helping customers make informed decisions. Mentored new tellers, facilitating their smooth integration into the team.
- Analyzed transaction patterns to identify and prevent fraudulent activities, enhancing account security and customer trust.
Accounts Receivable Representative
Verizon Wireless
Dublin, OH
01.1999 - 01.2005
- Resolved client account issues, enhancing satisfaction and retention.
- Facilitated communication between clients and departments, improving service efficiency.
- Compiled and analyzed data, delivering actionable insights to management.
- Ensured client-focused service in high-volume settings, maintaining professionalism.
- Fostered strong interdepartmental relationships, facilitating seamless communication between clients and internal teams to resolve account discrepancies efficiently.
Billing/Customer Service Representative
OSI Payco
Westerville, OH
01.1996 - 01.1999
- Answered complex questions and provided detailed operational information to customers in a fast-paced environment.
- Clearly communicated procedure and protocol to customers.
- Managed customer expectations regarding billing and payment schedules.
- Provided courteous and efficient client interactions.
Education
Associate of Arts - Pre-Radiology
Bellevue College
Bellevue, WA12.2007
Associate of Arts - Pre-Radiology
Columbus State Community College
Columbus, OH09.2004
Skills
- Loan Analysis (Experienced)
- Pipeline Management
- Business Acumen
- Problem Analysis
- Relationship Management
- Communication
- Conflict Resolution
- Customer Service
- Scheduling
- Coordinating
- Marketing
- Customer service
- Remote support
- Customer relationship management
- Support services
- Technical troubleshooting
- Empathy and patience
- Escalation handling
- Ticket management
Certification
Washington State, MLO NMLS 479057
LANGUAGES
English (Native)
Training
- Customer Service
- Consumer Credit Analysis
- Teller Training
- Compliance Risk Management
TECHNICAL SOFTWARE
- MS Office
- Siebel 7
- And multiple CRM platforms
Timeline
Support Specialist
PMI Puget Sound
01.2025 - Current
Mortgage Loan Officer Assistant / In House Loan Officer
Paramount Residential Mortgage Group
07.2017 - Current
Mortgage Loan Officer Assistant
Finance of America Mortgage LLC
09.2015 - 07.2017
Personal Banker
Key Bank
12.2013 - 09.2015
Customer Service Manager
Key Bank
07.2010 - 06.2014
Teller
Key Bank
01.2005 - 06.2010
Accounts Receivable Representative
Verizon Wireless
01.1999 - 01.2005
Billing/Customer Service Representative
OSI Payco
01.1996 - 01.1999
Associate of Arts - Pre-Radiology
Bellevue College
Associate of Arts - Pre-Radiology
Columbus State Community College