Susan Kelly

I am a community development and mortgage banking professional with over two decades of experience in lending, operations, and financial services. I currently serve as a Community Development Credit Counselor at Dollar Bank, a role I have held since December 2023, where I help individuals and families build financial stability, improve credit, and achieve their homeownership goals through education, counseling, and personalized support.

Prior to this role, I spent sixteen years at PNC Financial Services Group, where I served as Mortgage Operations Manager and Operations Manager, providing day-to-day oversight for processing teams, ensuring regulatory compliance, collaborating with sales production staff to establish loan performance expectations, maintaining knowledge of automated systems for loan setup and closing, and monitoring quality assurance and workflow through staff audits and performance analysis. My sixteen-year tenure at PNC gave me deep expertise in mortgage lending, financial reporting, and operations management within a large financial institution.

Before joining PNC, I served as Loan Program Manager at NeighborWorks Western Pennsylvania for nearly three years, where I evaluated applicants' financial status, credit, and property to determine loan feasibility, reviewed loan agreements for completeness and accuracy, analyzed potential loan markets, and developed referral networks to identify loan prospects.

I studied at the American Institute of Banking and at the Community College of Allegheny County, building a strong foundation in financial services and lending practices.

Across my career in banking, mortgage operations, and community development, my work has been driven by a commitment to helping people achieve financial stability and the dream of homeownership. Whether I am counseling a client on credit improvement, managing a mortgage processing team, or evaluating loan applications, I bring a client-centered approach, deep industry knowledge, and a dedication to making a positive difference in the lives of individuals and communities. I am proud to have spent my career in financial services and to continue serving my community through credit counseling and education.