Shannon Mix
Summary
Professional with proven track record in delivering exceptional customer service and support. Known for strong communication skills, problem-solving abilities, and adaptability in fast-paced environments. Team player with focus on collaboration and achieving results. Proficient in managing client relationships, handling inquiries, and resolving issues efficiently.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Commercial Loan Services Representative
Hickory Point Bank
01.2016 - Current
- Scan documents and place into the correct Electronic Credit File and file recorded original documents in the correct hard file
- Process paid notes and prepare documents for collateral release
- Perform daily, weekly, monthly and quarterly reports
- Balance GL Participation Payment Account and GL Appraisal Account
- Monitor monthly BMO Loans, manually adjust rate, coordinate submission of the interest payments and retrieve monthly statements to loan officers
- Identified customer problems to facilitate quick resolutions and enhance experience.
- Apply payments, initiate wire requests, facilitate funds, perform transfers and draw requests as needed
- Coordinated with other departments to fulfill customer needs and enhance service delivery.
- Research errors presented and perform corrective file maintenance in Navigator
- Engaged with customers to understand needs and recommend appropriate solutions.
- Monitor and prepare Participation Loan settlements, apply payments, verify balances are in line between the base loan and the participation(s) and coordinate with participating bank
- Prepare amortization schedules as well as respond and perform any request made by loan officer in a timely manner in order to make thing go smoothly for the customer
- Verify the accuracy of all billing statements, maturity notices, payment changes notices and interest rate change notices before mailing out
- Collaborated with team members to ensure seamless communication and consistent service delivery.
- Create renewal loan documents for the customer to sign as well as send documents through DocuSign
- Streamlined service processes for quicker response times, leading to improved customer experiences.
- Participated in cross-functional projects aimed at enhancing overall service quality and efficiency levels.
- Assisted in the development of training materials, contributing to increased staff knowledge and performance levels.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Guided new team members through onboarding procedures, acting as a mentor and resource for questions or concerns.
Treasurer
Village of Kenney
01.2019 - 01.2022
- Prepare the monthly reports and the bill sheets for board meetings, balance monetary accounts monthly, once approved pay the village bills monthly and at the end of the fiscal year prepare the yearly reports and get everything ready for the new fiscal year
- Prepare invoices when needed
- Reconciled monthly statements, invoices and expense accounts, keeping records accurate, and current.
- Drafted treasury reports to support management decision-making needs.
Branch Operations Coordinator
First Financial Bank
01.2015 - 01.2016
- Assist customers by processing daily transactions, answering questions, ordering checks, helping customers balance checkbooks,researching any problems that arise to ensure the customer is getting exceptional customer service
- Assist with the daily operations of Branch by analyzing reports; reconcile internal accounts as well as General Ledger accounts, gathering information for weekly and monthly reports
- Balance and audit vault, teller drawers, and ATM located onsite at Branch
- Make the weekly schedule for the branch and assist in the hiring and training of new employees
- Ensure that the tellers are meeting their sales goals every month as well as following procedures and demonstrating compliance with all bank regulations
- Order supplies when they are needed
- Conducted regular audits to ensure compliance with company policies and industry regulations.
- Organized office operations and procedures.
- Assisted Branch Operations Manager with ad-hoc tasks.
- Coordinated staff scheduling, ensuring adequate coverage during peak hours and holidays.
- Enhanced customer satisfaction through effective communication and prompt resolution of issues.
- Prepared project documentation for branch teams.
- Facilitated timely resolution of customer complaints, enhancing client satisfaction rates significantly over time.
Assistant Branch Manager
Kenney Bank and Trust
01.2012 - 01.2015
- Assist customers by processing daily transactions, answering questions, researching any problems that arise to ensure the customer was not inconvenienced
- Assist with the daily operations of Branch Office analyzing reports, reconcile internal accounts as well as ensure that all logs are up to date
- Answer phone, log mail and night drop deposits and order checks per customer's request
- Processing incoming and outgoing wires through FedLine Advantage, following compliance procedures and utilizing the OFAC system
- Balance and audit vault, teller drawers, and ATM located onsite at Branch
- Assist management with audits pertaining to Federal and State levels researching items needed to be submitted
- Assist with Quality Assurance/Compliance through the institution's IDD program, for example: ensure that when a customer scans their checks into the system they are putting the correct amounts and changing when they are in correct
- Fixing MICR lines and ensuring checks that are duplicates are not allowed to be processed twice
- Ensuring that all deadlines are met and the items scanned in are cleared out/worked in a timely manner
Education
High school Diploma -
Coal City High School
Coal City, IL01.1990
Skills
- General ledger reconciliation
- Cash handling
- Escrow
- CSR
- Microsoft Office
- Accounts Payable
- Account Receivable
- Customer Service
- DocuSign
- Strong work ethic
- Attention to detail
- Multitasking and organization
- Computer skills
- Handling customer complaints
- Documentation and reporting
- Product training
- Bill preparation
- Organizational skills
Accomplishments
- Supervised team of 10 staff members.
- Collaborated with team of 5 in the development of filing procedure.
Certification
Driver's License
Awards
Employee of the Year, 08/01/05, I received employee of the year at Busey Bank.
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Treasurer
Village of Kenney
01.2019 - 01.2022
Senior Commercial Loan Services Representative
Hickory Point Bank
01.2016 - Current
Branch Operations Coordinator
First Financial Bank
01.2015 - 01.2016
Assistant Branch Manager
Kenney Bank and Trust
01.2012 - 01.2015
High school Diploma -
Coal City High School
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