Shannon Wilkes
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Senior Loan Servicer
Banc Of California (FKA Pacific Western Bank)
08.2020 - Current
- Enhanced customer satisfaction by efficiently handling inquiries, addressing concerns, and providing timely updates on loan status.
- Contributed to a positive work environment by maintaining open communication channels with colleagues and offering assistance when needed.
- Receive and process incoming Fed Wires and process accordingly.
- Assisted in resolving loan-related disputes between borrowers and the institution, resulting in preserved customer relationships and minimized financial exposure.
- Process warrant fee transactions in loan servicing system and file documents.
- Identified opportunities for process improvement within the department, leading to increased productivity and reduced turnaround times for loans.
- Update customer information, such as address, banker, branch, etc. in loan servicing system.
- Process Global Treasury Management and Trade Finance requests.
- Proved successful working within tight deadlines and a fast-paced environment.
- Process items for Syndication Loans as needed. corresponding Banks.
- Service Customer and Insurance Company requests-respond to emails both internal and external.
- Assist Loan Closers with running OFAC searches. This includes document findings and report to management and internal compliance department of potential OFAC matches.
- Process loan payoff; ensuring proper transactions are processed and the various bank systems are updated.
- Deliver prompt, knowledgeable solutions to address customers' loan service issues.
- Assemble loan documents and/or loan histories for internal inquiries.
- Deliver prompt, knowledgeable solutions to address customers' loan service issues.
- Work successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Client Services Support
Banc Of California (FKA Pacific Western Bank)
09.2019 - 07.2020
- Assisted Client Service Representative in any request made by the client.
- Coordinated with internal departments to resolve any issues that impeded client success, facilitating smooth operations and increased satisfaction levels.
- Processed name changes and address changes for clients.
- Provided updated account documentation upon request from Client Services Representative and client.
- Processed and opened new accounts efficiently and in a timely manner.
- Acted as first point of contact for clients when Client Services Representatives are out of the office.
- Reviewed account documentation for accuracy before performing request account updates.
Financial Service Officer I
State Employee Credit Union
05.2017 - 09.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Identified solutions for members based on financial goals and needs.
- Assisted members with opening checking and savings accounts and applying for credit cards and loans.
- Granted subsequent advances on existing credit cards, open lines, and home equity lines of credit – consulted with an approving officer prior to advance.
- Evaluated loan applications and made recommendations to approving officer.
- Performed banking transactions for customers and managed cash transactions, deposits, and withdrawals.
- Protected member information and business records.
- Handled customer inquiries and suggestions courteously and professionally.
Teller I
Truist Bank (FKA SunTrust Bank)
05.2016 - 04.2017
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Identified sales opportunities and referred customers to branch partners in financial services.
Education
Associate of Applied Science - Business Administration
Vance-Granville Community College
Henderson, NC05.2016
Diploma - Cosmetology
Vance-Granville Community College
Henderson, NC05.2015
Certificate - Business Management
Vance-Granville Community College
Henderson, NC01.2013
High School Diploma -
J. F. Webb High School
Oxford, NC06.2012
Skills
- Regulatory Compliance Understanding
- Customer Service Excellence
- Conflict Resolution Techniques
- Attention to Detail
- Policy and Procedure Adherence
- Time Management Abilities
- Client Relationship Building
- Strong Communication Skills
- Loan Servicing Software Familiarity
- Adherence to Deadlines
- Data Entry Accuracy
- Complaint Handling
- Analytical and Critical Thinking
Timeline
Senior Loan Servicer
Banc Of California (FKA Pacific Western Bank)
08.2020 - Current
Client Services Support
Banc Of California (FKA Pacific Western Bank)
09.2019 - 07.2020
Financial Service Officer I
State Employee Credit Union
05.2017 - 09.2019
Teller I
Truist Bank (FKA SunTrust Bank)
05.2016 - 04.2017
Associate of Applied Science - Business Administration
Vance-Granville Community College
Diploma - Cosmetology
Vance-Granville Community College
Certificate - Business Management
Vance-Granville Community College
High School Diploma -
J. F. Webb High School
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