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)
Durham, NC
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)
Durham, NC
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
Raleigh, NC
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)
Oxford, NC
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