Customer Service Manager
Resume:
DARNELL GLOVER
St. Helena South Carolina 22920
*-****-***********@*****.***
SUMMARY
Professional with extensive experience in financial services.
Accomplishments reflect interpersonal, decision making and problem solving
skills. Strong customer service focus. Ability to provide quality work
while meeting goals and deadlines.
BUSINESS EXPERIENCE
JPMORGAN CHASE New York, NY
1999 - 2009
Portfolio Management Associate/Credit Administrator
. Coordinated all administrative aspects of portfolio management on a
daily basis; Included identifying unlinked outstanding, temporary
credit facility extensions or increases, and new credit facility
approvals
. Reviewed accuracy of information for a $1+Billion credit portfolio on
bank MIS systems on a daily basis
. Ensured accuracy of portfolio data prior to reviews; coordinated
materials for portfolio reviews of $500MM+ credit portfolio and
distributed them to senior management
. Created Private Bank Portfolio Management Associate Reference Guide
website which trained 15 new Portfolio Management Associates and
provided them with updated information
. Acted as focal point for supporting the information needs of the
Credit Officer during 20 internal / external examinations and audits
. Reviewed collateral information in Net Assets system and confirmed
accuracy with Exposure Control Unit for all approved secured credit
facilities.
. Approved the issuance of Letters of Credit and amendments
. Prepared and processed credit approvals in accordance with bank policy
and procedures
. Coordinated with other internal departments (Client Management,
Lenders, Loan & Agency Services, and LC Department) and external
constituencies (customers and legal counsel) which ensured approved
facilities were correctly booked for loan closings
. Prepared standard legal documents (promissory notes, collateral
agreements, guaranty, and etc)
. Monitored and distributed reports to senior management regarding
missing documentation and the tracking of credit and collateral
. Participated on various committees regarding new systems and training
procedures; selected to test new systems and lead one committee
Customer Service Manager
1997 - 1999
. Acted as liaison between senior management, Account Officers, various
bank networks, Business District customers and customer service
representatives; processed various types of loans for Business
District customers
. Acted as Assistant to Operations Manager; trained customer service
staff and managed their work flow for a $1Billion+ portfolio
. Opened various accounts; Money Markets, Checking, and Savings
. Reviewed accounts which provided opportunities for cross selling of
Bank products
. Researched and resolved all customer inquiries pertaining to loans;
closely monitored problem loans
. Ensured quality service to high net worth Middle Market customers;
provided operational support to Relationship Manager on $1Billion+
portfolios
. Accompanied Relationship Manager on business calls to Middle Market
customers to explain products and resolve operational problems
. Analyzed overdrafts for department, Customer Account Analysis Reports
and Customer Account Profitability Reports
. Provided approval on problematic checks to Account Services for
Business District customers
DARNELL GLOVER
page 2
Customer Service Supervisor/Specialist
1989 - 1997
. Processed Vista Funds, Certificates of Deposit, Short Term Investments
and various types of loans for Business District customers
. Ensured adherence to audit procedures, regulations and policies;
consistently received "A" audits
. Implemented policies and procedures for the Operations Department
. Accompanied Relationship Managers on calls to customers to explain
products and resolve operational problems
. Ensured quality service to high net worth customers
. Provided operational support to Relationship Managers on portfolios
. Provided guidance to Customer Service staff in more complex
operational situations
. Reviewed and approved daily transactions of subordinates; analyzed
departmental Income and Expense reports
. Prepared and processed loss tickets
. Monitored and analyzed regional reports from a credit and
profitability perspective
PRIOR POSITIONS
1978 - 1989
Held a series of increasingly responsible positions in Retail Banking
and Money Market areas
Specializing in clerical and banking procedures
COMPUTER SKILLS
Proficient in Microsoft Word, Excel; knowledge of Outlook and
PowerPoint, Dealworks, Client Central, ACBS, Firm, CMS, FDR, OWL, ARC
EDUCATION
Salvie Reginia University, Newport, Rhode Island: Certificate of
Management ( 2009)
Mercy College, Westchester, NY: BS in Business
Administration/Management; Minor in Psychology (2005)
AWARDS
Received Chase Super Star Awards and numerous Service Star Awards in
recognition of performance
.
Contact this candidate