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Customer Service Manager

Location:
Atlanta, GA
Posted:
July 17, 2015

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Resume:

Rhonda A N Bowen

Tele: 908-***-****

**** *****’s Creek Dr. Conyers GA 30013

Email: acqshl@r.postjobfree.com

COMPLIANCE, FINANCE & WEALTH MANAGEMENT PROFESSIONAL

Experience in Banking & Financial Services Industry

"Complex Portfolio, Loan Processing and Credit Experience with proven Leadership Acuity”

Over 10 combined years of experience in compliance and financial services industry and internal auditing with publicly traded companies. Experience with both Sarbanes-Oxley (SOX) and BASEL financial audits and in-depth reviews. Adept at meeting deadlines and working effectively under pressure. Particularly noted for attention to detail and commitment to problem solving.

Complex Corporate Loan Bookings & Restructures- Internal Audit and Internal Control (Credit Agreements,

(Term Loans, Lines of Credit & Commitments) Approvals, Promissory Notes)

Preparation of Quarterly & Year-end-Close Reports Conversions and Amortizations

Letters of Credit Preparation and Analysis Reports and Analysis

FX Currency Monitoring Funds Transfer, Overdraft Reconciliation

Documentation Review & Analysis Federal Treasury Desk Funds Purchase

Formal Credit Training including AML, FL & KYC General Portfolio Management (High Net Worth Clients)

Multi-State Payroll and Accounts Receivables- Exceptional Customer Service (Direct Contact with High Net

(Including Employee Benefits & Work Outs) Worth Clients)

ASSURANT SPECIALTY REALTY, Duluth GA 2013-2015

Process Quality Specialist

June 2013- June 2015

Execute daily audits to ensure compliance with Federal Regulatory Guidelines and Business best practices. Research anomalies, perform root cause analysis and provide detailed feedback to stakeholders. Communicate and follow up with business to address all discrepancies while adhering to strict client privacy guidelines

Perform daily mortgage banking compliance audits ensuring federal, operational, procedural, client and industry compliance

Collaborate with IT team to ensure timely completion of manual updates per SLA’s and Federal guidelines and continuously monitor compliance manual for discrepancies, amendments and upgrades to ensure consistency

Scrutinized and validated third party audits, investigate/ research quality deficiencies and report findings management

Conducted comprehensive end to end “processing audits” while monitoring for trending discrepancies

Assessed all Lender Placed Insurance policies to ensure validity and escalate identified errors in real time to management to facilitate same day resolution

Documented Hazard processes through the use of standardized tools (e.g. SIPOC, process maps, time studies, etc.)

Enforced client privacy by adhering to all Federal and Business best policy guidelines

Engaged in weekly process compliance team meetings with focus on new audit tools development and audit methodologies improvement

Garnered solid knowledge of rules, regulations and statutes governing mortgage banking and specialty realty

Successfully completed AML/FL and all other pertinent federal mortgage banking required training

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Rhonda Bowen

MANPOWER LLC, Atlanta, GA 2010-2011

Bi-lingual Support Analyst

Coca-Cola Enterprises

Bi-lingual Support Analyst

May 2010 – Dec 2011

Bi-lingual Support Analyst with experience in providing wide-ranging data support to Coca-Cola’s Global IT Infrastructure. Responsible for providing all end users with up-to-date information pertaining to user-environment upgrades, SLA changes, compliance policy and procedural amendments, while monitoring, recording and reporting any resulting technical and logistical problems.

Collaborate with internal control teams to ensure effectiveness of ticket creation and compliance with all internal policies

Conducted bi-lingual data analysis and research while working with Dutch-speaking end- users on the International Desk

Facilitated internal, external and client audits within the IT business; provided management reporting

Provided post internal, industry, vendor security and application assessment feedback to ensure compliance with federal requirements

Facilitated compliance assessment for transition to new support center and performed systems readiness testing prior to final rollout.

Corresponded with and dispersed time sensitive information to 35,000+ global employees by conducting training classes and reviews of technical, sales and procedure changes; Utilized Coca-Cola’s proprietary software (landesk) to train new international data support analysts

Utilized BASIS Software to build real-time financial sales and delivery order downloads for immediate dispatch to delivery personnel

Utilized Coca-Cola’s proprietary software Ecaps to create and escalate critical level tickets during High Severity situations, while interfacing with lead desk

Worked independently on special projects per manager’s request

CITIGROUP INC, New York, NY 2003-2009

Credit Administrator

Senior Credit Administrator/Wealth Management Associate

December 2003 – August 2009

Senior Credit Administrator/ Wealth Management Associate

Senior credit administrator with extensive knowledge in complex documentation analysis, loan funding, credit analysis, compliance and risk management.

Lead Credit Administrator for the Washington DC and Miami Law Firm Group offices, while supporting the New York, Chicago and Boston businesses

Ensure Federal risk management guidelines are satisfied daily per compliance requirements governing both on and off-shore banking and financial transactions

Performed Assistant Manager tasks during manager’s absence including training and supporting new team members

Supported banking, investment and trust relationship managers and their respective clients by performing detailed account monitoring and analysis to ensure policy, procedural, regulatory and risk compliance

Assisted wealth management ‘team- leads’ by preparing appropriate documentation, updating accounts, completing financial transactions, providing in-depth reports and account analysis with emphasis on meeting and exceeding client expectations

Retain high level of proficiency in syndicated loan funding including completion of formal account review to ensure legal and banking compliance and resolve overdrawn accounts by working with other (agent bank) credit officers

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Rhonda Bowen

Established proficiency in account opening and closings; initial account set-up, and on-going client documentation review

Evaluated credit and booked loans within pre-approved banking authorized lending parameters; analyze financial status and credit to determine feasibility of loan request

Incorporated KYC/AML processes and procedures into daily responsibilities

Set-up and generated structured lending facilities for revolving and non-revolving lines of credit & commitments

Issued facility memos for loan advances under existing lines of credit, commitments, and stand alone Letters of Credit applications

Generated capital call facility memos for syndicated structured deals and transact external wires for loan proceeds

Partnered with credit officers, bankers, relationship officers, service organizations and business partners in our domestic market and other on-shore CPB field offices regarding structured lending deals

Executed principal and/or interest payments and all related fee payment via the Transaction Execution system

Partnered with Collateral Monitoring department to ensure loan feasibility while interpreting credit agreements and Promissory Notes for new deals, loan amendments and loan restructures

Utilized Citigroup’s proprietary Treasury System to book short extensions and new Libor based loan rates

Conducted investigations associated with loan inquiries such as internal & wire transfers, financial accounting, audit confirmations, loan payoffs, line closures, credit approvals and promissory note expirations

Review loan agreements to ensure they are complete and accurate according to banking policies

Performed scheduled interest rate conversions between the Libor and base- rate loan options by utilizing monitored ticklers and executed complex loan consolidation transactions encompassing different interest rates and schedules

Calculated and established amortized payment schedules for lines of credit with pre-determined “term out” dates

Processed all work fees for commitments, letters of credit, revolving and non-revolving lines of credit, term and capital loans

RANDSTAD, New York, NY 2002-2003

Junior Credit Administrator at Citibank

April 2002 – December 2003

Served as the Primary Quality Control Coordinator for the Structured Lending and High Net Worth Businesses within Credit Services and Control of the Citigroup Private Bank

Performed next-day verification of all processed financial transactions, by cross-checking proprietary systems to ensure correct overnight funding

Monitored daily overdraft accounts and resolved any such accounts by end of day

Ensured that all documentation submitted prior to loan funding is in compliance with regulatory banking practices

Utilized banking programs to identify deficiencies in funding processes that may lead to non-compliance

Served as liaison between Relationship Officers, Private Bankers and Underwriters. Managed all assigned projects and activities with minimum supervision.

BS, Howard University, Washington DC, 2000

BS, Leiden University, The Netherlands

Boys and Girls Club of Washington DC

Leiden Educational Services - Leiden, The Netherlands

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Rhonda Bowen



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