Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
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Shannon Stokes

Bruce

Summary

Dynamic Loss Mitigation Administrator at First Bank & Trust with a strong background in financial analysis and risk assessment. Proven ability to enhance operational efficiency and customer relationships, successfully implementing process improvements that streamlined document organization. Exceptional communication skills foster collaboration with stakeholders, driving successful outcomes in challenging situations.

Overview

13
13
years of professional experience

Work History

Loss Mitigation Administrator

First Bank & Trust
Brookings
01.2023 - Current
  • Monitored emails, sorted mail and distributed correspondence accordingly.
  • Monitored payroll, credit card purchases and invoicing to prevent financial errors.
  • Handled correspondence, including drafting emails, memos, and reports for senior management.
  • Improved office organization by developing filing system and customer database protocols.
  • Implemented filing systems to improve document organization and retrieval.
  • Prepared documentation required for collection and repossession activities.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Processed payments over phone and set up recurring drafts.

Loss Mitigation Specialist & Intern

First Bank & Trust
Brookings
01.2020 - 01.2023
  • Reviewed and evaluated borrowers' income, expenses, assets, liabilities, credit history and other pertinent documentation.
  • Determined level of acceptable risk by reviewing applications for coverage and loss control reports.
  • Prepared reports for customers with delinquent and irreconcilable accounts.
  • Contacted borrowers to assess reasons for default, individual intents and options for resolving issues.
  • Collaborated with external vendors such as title companies, appraisers, real estate brokers and agents when necessary.
  • Developed and implemented strategies to maximize loss mitigation opportunities with delinquent borrowers.

Department Manager & Money Room

Lewis Drug
Brookings
01.2015 - 01.2020
  • Initiated and managed projects aimed at operational improvements and efficiency gains.
  • Implemented customer service standards, ensuring high levels of customer satisfaction.
  • Followed safety protocols and company processes and procedures.
  • Coached and trained new staff members, providing guidance on department policies and procedures.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed completed work to verify consistency, quality, and conformance.

Pharmarcy Technician

Lewis Drug Pharmacy
Brookings
01.2015 - 04.2019
  • Ensured compliance with state and federal pharmacy laws and regulations.
  • Ordered drugs from wholesalers as needed and maintained records of incoming shipments.
  • Collaborated with healthcare providers to clarify prescription orders and resolve medication discrepancies.
  • Received payment from customers and processed credit card transactions when necessary.
  • Assisted in training new employees on pharmacy procedures.
  • Leveraged database to confirm validity of prescriptions, patient data and drug side effects.

Customer Service Representative

Lewis Drug
Brookings
03.2012 - 04.2016
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

Education

Bachelor of Science - Business Economics

South Dakota State University
Brookings, SD
06.2021

Skills

  • General GAAP understanding
  • Financial analysis
  • Customer account management
  • Risk assessment
  • Process improvement
  • Collecting on invoices
  • Attention to detail
  • Exceptional communication
  • Excellent customer relationships
  • Loss mitigation

References

References available upon request.

Timeline

Loss Mitigation Administrator

First Bank & Trust
01.2023 - Current

Loss Mitigation Specialist & Intern

First Bank & Trust
01.2020 - 01.2023

Pharmarcy Technician

Lewis Drug Pharmacy
01.2015 - 04.2019

Department Manager & Money Room

Lewis Drug
01.2015 - 01.2020

Customer Service Representative

Lewis Drug
03.2012 - 04.2016

Bachelor of Science - Business Economics

South Dakota State University

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Shannon Stokes