Valerie Snively
Carrollton,Oh
Summary
Results-driven Loan Officer with 20 years of banking experience specializing in customer service and financial solutions. Skilled in evaluating borrower creditworthiness and financial risk to make sound lending decisions. Utilizes thorough analysis and documentation review to facilitate loan approval processes. Proficient in regulatory compliance and risk management, ensuring secure and profitable lending operations.
Overview
18
18
years of professional experience
Work History
Customer Support/Loan Document Collector
Discover Home Loans
Remote
01.2025 - Current
- Provide exceptional customer service, addressing any questions or concerns pertaining to required documentation for loans.
- Enhance borrower experience by providing clear guidance on required documentation throughout the loan application process.
- Carefully review all documents and reports for completeness and accuracy.
- Maintain a high customer satisfaction rate with thorough communication and timely updates throughout the loan application process.
- Assist customers with completing loan applications and other paperwork.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handle escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Respond to customer requests for products, services, and company information.
- Manage approximately 50 incoming calls per day from customers.
Customer Service Representative 3
Main Street Bank
Carrollton, OH
09.2024 - 01.2025
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
Loan Underwriter
Keybank
Remote
01.2017 - 09.2023
- Made sound decisions on loan approvals, denials and counteroffers
- Identified issues, analyzed information and provided solutions to problems.
- Balanced multiple priorities while managing high volumes of loan applications and phone calls during peak periods, consistently meeting deadlines without compromising quality or accuracy.
- Maintained regulatory compliance in all lending practices, staying up-to-date with industry standards and changes in legislation.
- Reviewed financial statements, credit histories, income reports, and other information to make accurate determinations about loan decisions and clients ability to repay.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Accurately managed 40+ loan applications a day which included home improvement loans, home equity loans, personal loans, credit cards and various forms of collateral loans(auto, boat etc)
- Maintained accurate records of loan applications and documents resulting in 98% audit compliance and avoiding regulatory fines.
- Minimized losses by identifying potential risks in the early stages of the loan application process.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Provided exceptional customer service for inbound and outbound calls, answering questions and providing information regarding loan applications.
Lead Teller
Keybank
Carrollton, Ohio
08.2015 - 01.2017
- Implemented security measures to protect sensitive client information and financial assets from potential fraud or theft.
- Maintained friendly and professional customer interactions.
- Exceeded cross-selling goals by effectively communicating product benefits tailored to customers' unique financial situations.
- Maintained compliance with federal regulations and bank policies, mitigating risk exposure for the institution.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Trained new hires on customer service policies and procedures.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Provided exceptional customer service to every customer by levering extensive knowledge of products and services and creating a welcoming and positive experience resulting in increased loyalty among clients.
Teller - Loan Officer
Minerva Area Federal Credit Union
Minerva Ohio
02.2007 - 06.2015
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Evaluated the loan and credit needs of clients, taking into consideration all aspects of their financial background in relations to policies and regulations.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of application.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Solved problems or discrepancies concerning customers' accounts with strong customer service and high levels of accuracy.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
- Provide excellent customer service by increasing customer satisfaction and constructively working in coordination with other teams.
Education
Diploma - Business Education
Easton Area High School
Easton, PA06.1984
Skills
- Financial credit assessment
- Risk assessment
- Document analysis
- Conflict resolution
- NMLS certification
- Income assessment
- Debt-to-income analysis
- Cash flow analysis
- Collaborative teamwork
- Effective time management
- Strong attention to detail
- Effective multitasking
- Attentive listening ability
- Responsive to new challenges
- Credit risk assessment
- Loan application processing
Timeline
Customer Support/Loan Document Collector
Discover Home Loans
01.2025 - Current
Customer Service Representative 3
Main Street Bank
09.2024 - 01.2025
Loan Underwriter
Keybank
01.2017 - 09.2023
Lead Teller
Keybank
08.2015 - 01.2017
Teller - Loan Officer
Minerva Area Federal Credit Union
02.2007 - 06.2015
Diploma - Business Education
Easton Area High School