Connie St John
Merrillville
Summary
Dynamic leader seeking a challenging role within a growing company, dedicated to leveraging creative problem-solving skills and lean management expertise. Proven ability to optimize resources and enhance operational efficiency, driving profitability and sustainable growth. Committed to fostering a collaborative team environment that encourages innovation and continuous improvement. Eager to contribute strategic insights and implement best practices to achieve organizational goals.
Overview
30
30
years of professional experience
1
1
Certification
Work History
VP, Director of Loan Operations
Centier Bank
Merrillville, IN
11.2024 - Current
- Leadership - Provide leadership, guidance, coaching, and training opportunities to encourage professional growth and development. Monitor and evaluate associate performance, providing regular feedback and implementing corrective actions as needed.
- Loan Booking - Oversee the accurate and timely booking of all new loans, modifications, extensions, and renewals ensuring accuracy and adherence to regulatory requirements. Support team in understanding complex loan packets to interpret how loans should be booked.
- Escrows - Oversee insurance tracking to ensure that all collateralized loans have adequate insurance coverage in accordance with loan agreements, bank policy, and regulatory standards. Oversee all escrow disbursements for timely distributions. Ensure third party vendor tax servicer is adhering to regulatory and bank policies.
- Process Improvement - Continuously assess processes, workflows, reporting methodologies, data management, and analytical techniques to enhance the effectiveness and efficiency of loan operations. Develop and implement team workflows, best practices, and procedures to ensure high efficiency and accuracy in the department.
- Customer Service – Provide an exceptional customer service experience to all customers. Form and maintain partnerships among all lines of business.
AVP, Loan Operations Manager
Atlantic Union Bank
Richmond, VA
09.2022 - 11.2024
- Implement and maintain operation policies and procedures to ensure compliance with State and Federal regulations and internal compliance requirements.
- Conduct various assessments and audits to ensure department procedures are achieving accurate and desired results. Implement clean-up procedures and corresponding changes when necessary and as appropriate.
- Communicate with management team to coordinate system and control activities related to loan documentation and monitoring.
- Interact with the lending staff to improve accuracies and efficiencies. Perform ongoing training, review and communicate current or developing lending industry topics/concerns or standards.
- Establish and maintain an efficient and productive working environment within the department based on continuous and effective staff communication. Achieve established departmental goals within defined timelines, as well as define and implement a measurement of acceptable staff performance in order to safeguard the Bank’s loan portfolio.
- Identify continuous Process Improvement opportunities.
VP, Operations Director
State Bank
Brownsburg, IN
08.2019 - 09.2022
- Interviewing, hiring and training employees. Planning, assigning and directing work; employee performance management.
- Responsible for overall loan operations management of the mortgage, consumer and commercial loan operations staff.
- Responsible for overall deposit operations management of ACH, GL balancing, new account review, wire processing.
- Ensure all established unit service levels are met.
- Maintain loan software applications (Jack Henry, Laser Pro, Loan Vantage).
- Adhere to State and Federal Banking Regulations. Implement new regulations as needed.
- Review and approve loan operations balancing of general ledger and checking accounts.
- Provide ongoing communication to staff regarding updates and procedural changes.
- Direct loan input and verification procedures for all loans. Ensure proper segregation of duties, develop and maintain workflows for all stages of loan input.
- Identify continuous Process Improvement opportunities.
- Interact with auditors, loan review, compliance, and examiners to assist in Bank reviews and examinations. Follow up and correct any items addressed and ensure necessary changes or recommendations have been implemented as directed.
Quality Assurance Manager, Loan Operations
First Merchants Bank
Daleville, IN
10.2005 - 08.2019
- Provided guidance to unit staff members in the execution of their assigned duties. Interviewed, hired, mentored, evaluated performance, recommended salary adjustments and career changes, recommended disciplinary counseling and terminations.
- Coordinated daily inspection activities and ensured the proper percentage of work is being reviewed for accuracy.
- Ensured all established unit service levels are met and quality metrics are available to the applicable departments on time.
- Ensured all unit procedures are up to date and appropriate.
- Reviewed QC results and recommended opportunities for improvement that would prevent future defects of the same kind.
- Participated, or led department-level BPI initiatives.
- Assisted with numerous bank mergers through data validation, mapping and training on loan processes.
- Led a biweekly Opportunities for Improvement Steering Committee focusing on the quick win ideas submitted by employees.
Manager and Loan Operations Officer
Lafayette Bank and Trust Company
Lafayette, IN
05.1996 - 10.2005
- Oversaw daily loan operations, including mortgage, installment and commercial loans.
- Supervised 10 full time employees, provided performance evaluations, counseling and dismissals.
- Implemented and trained support staff on Account folio exception tracking software.
- Interviewed and trained support staff.
- Provided quality Customer Service.
- Compiled confidential reports for The Board of Directors.
- Prepared departmental budget and monitored expenditures.
- (Purchased by First Merchants Bank in 2002)
Education
Finance Major
Indiana University–Purdue University Indianapolis (IUPUI), Kelley School of Business
01-2010
Skills
- Extensive loan servicing experience
- Strong knowledge of banking procedures and regulatory requirements
- Skilled in managing staff and administrative operations
- Sound decision-making and problem-solving abilities
- Focused on continuous process improvement
- Committed to team building and staff development
Accomplishments
- Successfully implemented new software, tools, and technology solutions to enhance productivity and system performance. Examples: eSign via Jack Henry, Simplifile, and eFax.
- Led the outsourcing of the flood insurance tracking function, improving operational efficiency and streamlining compliance processes.
- Improved operational efficiency by reducing labor expenses while preserving service levels and key performance metrics.
- Implemented SMART goals to ensure associates had the ability to be successful and would be given an accurate rating
Certification
Lean Six Sigma Yellow Belt Course Completion, MoreSteam, 2016
Timeline
VP, Director of Loan Operations
Centier Bank
11.2024 - Current
AVP, Loan Operations Manager
Atlantic Union Bank
09.2022 - 11.2024
VP, Operations Director
State Bank
08.2019 - 09.2022
Quality Assurance Manager, Loan Operations
First Merchants Bank
10.2005 - 08.2019
Manager and Loan Operations Officer
Lafayette Bank and Trust Company
05.1996 - 10.2005
Finance Major
Indiana University–Purdue University Indianapolis (IUPUI), Kelley School of Business