Shantay Parker

At BHG Financial, I serve as a senior escalation resource in Loan Operations, resolving 80% of escalations on first touch and helping reduce borrower complaints by 60% through process improvements.

I've coached an under-performing team member through a performance improvement plan, authored knowledge base articles and email templates, and trained new hires with a hands-on approach. I also partner with leadership to identify workflow gaps, improve cross-functional processes, and refine Salesforce client communications.

Previously at First Financial Bank of Granbury, I managed end-to-end auto refinancing and personal loan processes, evaluated financial profiles, and maintained compliance while opening and managing deposit accounts.

I'm ready to bring my banking and loan operations background into a formal leadership role focused on people development and operational excellence.