HEATHER R. KNOLL
St. Charles Bank & Trust
Elgin
19
years of professional experience
Client-focused professional with a track record in resolving complex issues and enhancing customer satisfaction. Collaborates effectively within teams to adapt to changing needs. Excels in communication, problem-solving, and relationship management, delivering results that consistently exceed expectations.
Work History
Senior Client Support Professional
9 Years 9 Months- Manages escalated client inquiries, providing timely resolutions to complex issues.
- Mentors junior specialists, fostering professional development and promoting best practices within the team.
- Proactively reaches out to clients with relevant updates or information, demonstrating exceptional customer service skills and fostering long-term relationships.
- Received multiple awards for outstanding customer service.
- Manages complex client escalations with professionalism and diplomacy, resulting in preserved relationships and retained business.
- Enhances client satisfaction by promptly addressing and resolving support issues.
- Responds to all client inquiries and asks appropriate questions to facilitate resolution.
- Interacts with team members across departments to research and resolve customer issues.
- Delivers exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Acts as primary liaison between approval and booking for all loan approvals. Coordinates loan closing, due diligence, and documentation. Books loans with few or no exceptions and clears any exceptions within 30 days of closing.
- Performs after sales service support to meet client needs for money movement, loan disbursements and payments, and customer maintenance.
- Coordinates service requests between clients, Relationship Managers, and various support groups.
- Works with Relationship Managers by reviewing reports to ensure that credit and documentation exceptions are supported Relationship Managers and team by providing reports and working on special projects..
Loan Administration Specialist
3 Years 6 Months- Managed loan documentation processes to ensure compliance with bank policies and regulations.
- Reviewed loan applications for accuracy, identifying discrepancies and facilitating timely resolutions.
- Coordinated communications between borrowers, underwriters, and internal teams to streamline loan processing.
- Trained junior staff on loan administration procedures and best practices for operational efficiency.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Developed and maintained relationships with customers, lenders and other third parties.
Loan Operations Specialist
5 Years 6 Months- Originated, reviewed, processed, closed, and administered consumer and commercial loan proposals, ensuring compliance with internal policies.
- Prepared early disclosures for closed-end mortgage loans, facilitating informed customer decisions.
- Review and edit loan documents to ensure accuracy.
- Comply with regulatory requirements, including the Bank Secrecy Act, Home Mortgage Disclosure Act, Real Estate Settlement Procedures Act, Truth in Lending Act, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Cultivated positive relationships with customers to foster loyalty and satisfaction.
- Ensured strict confidentiality of sensitive bank records and client information to protect privacy.
- Collaborated with management to identify and implement initiatives that enhanced department efficiency.
- Examined daily reports for accuracy and compliance with organizational standards.
Education
Executive Accounting & Business - Economics and Accounting
Coursework in Economics and Accounting
Executive Accounting & Business - Economics and Accounting
Coursework in Economics and Accounting
Skills
Client relationship management
Organizational management
Attention to detail
Adaptability and flexibility
Interpersonal and written communication
Client service excellence
Teamwork and collaboration
Reporting and documentation
Strong work ethic
Microsoft office
Policies and procedures adherence
Remote support
Timeline
Senior Client Support Professional
St. Charles Bank & Trust
10.2016 - CurrentRead More
Loan Administration Specialist
St. Charles Bank & Trust
04.2013 - 10.2016Read More
Loan Operations Specialist
STC Capital Bank
10.2007 - 04.2013Read More
William Rainey Harper College
Executive Accounting & Business from Economics and Accounting
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Northwestern Business College
Executive Accounting & Business from Economics and Accounting
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