Shelley Griffin
Cincinnati
Summary
Detail-oriented Commercial Collections Specialist with expertise in account reconciliation, data verification, and customer relationship management. Proven ability to resolve escalations and coach team members to enhance operational efficiency. Experienced in account reconciliation and customer relationship management, adept at minimizing risks and resolving escalated issues. Committed to delivering exceptional service while ensuring regulatory compliance and data integrity.
Overview
31
31
years of professional experience
Work History
Commercial Collections Specialist
PNC Bank, NA
Cincinnati
08.2007 - Current
- Managed high-volume specialty queues, providing exceptional customer service to retain relationships, minimize risks, and prevent monetary losses.
- Assist team members with escalated issues; this may include extensive account reconciliation, verifying data integrity, identifying possible system errors, and advising on the best option to resolve.
- Work with internal and external partners to resolve escalations.
- Strive to be a subject matter expert with the current system and processes in order to coach team members to aid in the daily efficiency of assigned job duties.
- Responsible for Leasewave validation and system testing for the Collection Team.
- Work closely with the Property Tax/Sales Tax team on previous large-scale projects to ensure accuracy, and assist in customer notification and processing refunds.
- Responsible for reviewing customer refunds to verify accuracy and adherence to bank policy, in a timely manner.
Loan Servicing Specialist
5/3 Bank
Cincinnati
06.2005 - 07.2007
- Managed customer inquiries regarding loan terms and payment options.
- Maintained accurate records of loan transactions in banking systems.
- Resolved customer issues related to payments and account management efficiently.
- Delivered prompt, knowledgeable solutions to address customers' loan service issues.
- Processed loan payments and maintained accurate records of all transactions.
Operations Specialist
National City Commercial Capital (Provident Bank)
Cincinnati
06.1995 - 03.2005
- Assisted customers with opening new accounts, ordering checks, and setting up online banking services
- Assisted customers with account inquiries and provided product information.
- Managed cash drawer and ensured balanced cash transactions daily.
- Promoted bank products and services to meet customer needs.
- Handled customer complaints calmly and resolved issues promptly.
- Trained new tellers on operational processes and customer service standards.
- Analyzed financial data and generated reports for management review.
- Processed loan payments in a timely manner and ensured proper reconciliation of accounts.
Education
BBA - Finance
University of Cincinnati
Cincinnati, OH08-1998
Skills
- Account reconciliation
- Data verification
- Leasewave validation
- Collections strategy
- System testing
- Customer relationship management
- Risk mitigation
- Regulatory compliance
- Effective communication
- Team coaching
- Problem solving
- Attention to detail
Timeline
Commercial Collections Specialist
PNC Bank, NA
08.2007 - Current
Loan Servicing Specialist
5/3 Bank
06.2005 - 07.2007
Operations Specialist
National City Commercial Capital (Provident Bank)
06.1995 - 03.2005
BBA - Finance
University of Cincinnati