Erin C

Senior commercial loan servicing and operations professional with 7+ years of experience supporting complex bank loan portfolios, loan activity processing, cash and position reconciliation, payment research, documentation review, and system data integrity. Proven ability to manage high-volume commercial lending activity, resolve discrepancies, interpret loan notices and servicing requirements, and coordinate effectively with borrowers, agent banks, custodians, trustees, internal teams, and service providers. Recognized for accuracy, urgency, strong controls, and continuous process improvement in deadline-driven financial operations environments.

Operations Analyst / Commercial Loan Servicing at OFS (2018-09 – Present)

• Service and maintain a 90+ loan commercial lending portfolio, ensuring accurate loan balances, cash activity, interest, fees, expenses, paydowns, and portfolio-level reporting.
• Maintain contract-level data, loan terms, facility details, and supporting documentation in Wall Street Office to support accurate servicing, reporting, and downstream operations.
• Perform monthly cash reconciliation for interest, fee, principal, and expense activity received from agent banks; research variances, resolve breaks, and escalate time-sensitive discrepancies through completion.
• Review and verify loan notices, payment calculations, amortization schedules, borrowing requests, rollovers, paydowns, and related servicing activity for accuracy against loan terms and internal records.
• Serve as primary liaison with borrowers, participants, agent banks, trustees, custodians, and service providers to clarify loan activity, resolve documentation inquiries, and support timely settlement of servicing items.
• Identify reconciliation exceptions, data quality issues, documentation gaps, and control improvements to reduce operational risk and strengthen loan servicing accuracy.

Life New Business Case Administrator at Nationwide (2015-05 – 2018-06)

• Managed new business processing, documentation review, CRM accuracy, case status reporting, and issue resolution while coordinating with advisors, internal departments, and external partners.

Branch Manager at Heartland Bank (2011-03 – 2015-05)

• Managed lending, branch operations, client relationships, mortgage origination, and compliance-focused sales activity; originated and closed $6.5M+ in mortgages and promoted to Officer in 2013.

Branch Manager at FirstMerit Bank (2010-05 – 2011-03)

• Led branch sales, service, lending support, and daily operations while exceeding business development goals and loan campaign targets.

Branch Manager at US Bank (2004-09 – 2010-05)

• Managed branch operations, staff development, incentive performance, customer loyalty, compliance routines, and service quality while sustaining incentive goal achievement.

Retail Operations Manager at Metropolitan National Bank (2000-07 – 2004-09)

• Oversaw operational controls for 29 branches, including audits, cash levels, access administration, compliance reporting, procedure support, and system troubleshooting.

Bachelor of Arts – University of Arkansas at Little Rock (1996-09 – 2000-05)