SHANNON M. O'BRIEN
Long Island,,NY
Summary
Encouraging and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost overall performance across the board.
Overview
15
15
years of professional experience
1
1
Certification
Work History
LICENSED FINANCIAL SERVICE REPRESENTATIVE
TD BANK - Resigned
09.2022 - 09.2023
- Awarded 2023 Q2 Quarterly WOW Star -Exceedingly meeting Individual and Team performance metrics, pacing 200%-400% over quarterly goal.
- Consistently executes appropriate behaviors to deliver a Legendary Customer Experience in Branch/Store
- Proactively conducts needs-based conversations, deepening customer/prospect relationships and offers financial solutions to meet those needs.
- Makes quality referrals to appropriate partners, consistently closed over 3-5MM in Consumer and Commercial Lending per quarter.
- Excels in effective decision-making strategies and prioritize critical decisions in real time.
- Knowledgeable In product and sales initiatives, while still maintaining an empathetic environment, selling customers on value and benefits of suggested alternatives and closes sales.
- Provides guidance and training to less experienced staff.
- Proactively contributes to the ongoing improvement of the Customer Experience by leading, coaching and modeling quality service at every Customer interaction.
SENIOR LOAN PROCESSOR
LOAN DEPOT - Laid Off
11.2021 - 04.2022
- Prepare a full package of initial disclosures that comply with applicable regulations, and ordering appraisal reports, tax report, income and employment verifications
- Ensure all income, asset and credit documentation is complete prior to submission to underwriting
- Strong analytical/mathematical background to evaluate changes to borrower's current fee structure, allowable changes to those fees and the re-creation of the required regulatory documents
- Monitor Teams pipeline reports to ensure loans are advanced through the system timely, coordinating clearing all underwriting conditions with the MLO, broker and customer
- Perform other administrative duties supporting the origination department including, but not limited to; preparing and mailing commitment letters, review title and homeowner's insurance, mailing loan suspend notices, providing the closing attorney with additional documentation, and all applicable processing checklists.
SENIOR LOAN PROCESSOR
PEOPLE'S UNITED BANK - Laid Off
09.2017 - 10.2021
- Maintain effective communication with all necessary parties involved in a new loan application, from the customer, broker, correspondent, loan officer, and co-workers to ensure a seamless and positive application experience
- Work with various internal departments as well as external organizations to obtain processing related documentation or obtain necessary information needed to complete an application I.e.: Verification of Employment, IRS Transcripts, title search, appraisal, bank statements, etc
- Immediately notifies all necessary parties of irregularities relative to standard mortgage guidelines
- Monitor, update and analyze credit reports, appraisals, income documentation, and all verifications to ensure they adhere to product, underwriting and investor guidelines
- Perform other administrative duties supporting the origination department including, but not limited to; preparing and mailing commitment letters, review title and homeowner's insurance, mailing loan suspend notices, providing the closing attorney with additional documentation, and all applicable processing checklists
- Ability to scrutinize a loan application to assess qualification and can restructure a loan or recommend solutions
- Strong analytical/mathematical background to evaluate changes to borrower's current fee structure, allowable changes to those fees and the re-creation of the required regulatory documents
- Empowered to review and accept loan conditions based on underwriter requirements
- Perform a post - closing review of the file to ensure the data and documents are correct for each loan prior to submission of loan file to closing.
LICENSED LIFE AGENT
NEW YORK LIFE
07.2017 - 09.2017
- Proactively cross-selling life insurance and fixed annuities, to existing and new clients.
- Meet with prospects and existing clients as a result of outbound calling efforts, mailings, and attending frequent seminars, informing Clients of policies and services suitable for their needs.
- Streamlined office operations through effective time management and organizational skills, leading to increased productivity levels.
RELATIONSHIP BANKER
CITI BANK
06.2015 - 01.2017
- 2015 Branch was ranked 95th nationally (1st quartile) and YTD 2017 Branch is ranked 1st - with being solo driven banker ranked Top performing (10th nationally) to do so, in Branch.
- Set expectations for branch staff, fostering an environment in which team members work together to achieve all business goals.
- Support portfolio growth by identifying cross-sell opportunities, coaching the team to deepen relationships and increase client acquisition.
- Integrate segment partners (e.g., Commercial and Small Business, Home Lending, Financial Advisors, Citi-Gold) into the branch team to drive sales and ensure that all client expectations are met.
RELATIONSHIP BANKER
CAPITAL ONE BANK
12.2013 - 04.2015
- Ranked # 1 in Long Island for total points, business banking acquisition, credit cards, lending, cross sell and digital banking, continuously every month/quarter.
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Leverage and coordinate specialists (Financial Advisor, Treasury Management, Business Banker, and Mortgage Consultant) to provide interdisciplinary expertise for our high net-worth consumer and business banking clients.
LICENSED PERSONAL BANKER
JPMORGAN CHASE
03.2012 - 12.2013
- 2012 Top Banker in all of Northwest Nassau.
- Effectively managed book of business consisting of 500 Platinum Premier Customers, becoming top referring banker to Chase Private Client, and other internal Teams.
- Contributed to branch sales goals by proactively identifying opportunities for cross-selling and upselling banking products.
- Consistently closed over 1-3MM in Mortgage and Home Equity Loans per quarter.
LICENSED PERSONAL BANKER
ASTORIA FEDERAL
10.2010 - 03.2012
- Enhanced customer loyalty by offering exceptional service during account openings, loan applications, and credit card processing.
- Streamlined operational efficiency by maintaining accurate records of all transactions and ensuring timely account updates.
- Exceeded performance metrics consistently throughout tenure as Licensed Personal Banker through diligent work and commitment to customer satisfaction.
TELLER
TEACHERS FEDERAL CREDIT UNION
04.2008 - 10.2010
- Processing deposit, withdrawal, and loan payments
- Referring new account and loan opportunities to bankers
- Consistent leader in teller referrals, and customer satisfaction.
Education
Certificate, Licensed Life Agent -
LPL Financial
01.2010
High School Diploma -
Bellport High School
Bellport, NY01.2004
Skills
- Notary Public - NYS
- NMLS#890827
- Life Agent - 1203062, Current/Active
- Salesforce
- Empower
- Encompass
- Odyssey
- Microsoft Outlook, Excel
- Organization
- Team Development, Staff Training
- Customer Relationship Management
- Account Management
Websites
Certification
LA-1203062-Current, New York, State of New York Department of Financial Services
Timeline
LICENSED FINANCIAL SERVICE REPRESENTATIVE
TD BANK - Resigned
09.2022 - 09.2023
SENIOR LOAN PROCESSOR
LOAN DEPOT - Laid Off
11.2021 - 04.2022
SENIOR LOAN PROCESSOR
PEOPLE'S UNITED BANK - Laid Off
09.2017 - 10.2021
LICENSED LIFE AGENT
NEW YORK LIFE
07.2017 - 09.2017
RELATIONSHIP BANKER
CITI BANK
06.2015 - 01.2017
RELATIONSHIP BANKER
CAPITAL ONE BANK
12.2013 - 04.2015
LICENSED PERSONAL BANKER
JPMORGAN CHASE
03.2012 - 12.2013
LICENSED PERSONAL BANKER
ASTORIA FEDERAL
10.2010 - 03.2012
TELLER
TEACHERS FEDERAL CREDIT UNION
04.2008 - 10.2010
Certificate, Licensed Life Agent -
LPL Financial
High School Diploma -
Bellport High School