Customer Service Management

Kenneth P. Hanley

** ********* ***** ( Gilberts, IL 60136 ( Res: 847-***-**** (

abkvnt@r.postjobfree.com

Financial Relationship Manager

More than 10 years of comprehensive experience in relationship management,

underwriting, portfolio management and credit analysis. Adept in directing

client services, relationship building, and retention. Skilled in profit

building, as well as process improvement and procedure development. Team

builder that is capable of implementing best practices, along with

abilities that are well suited to variety of industries.

.

CORE COMPETENCIES

Project Planning & Leadership ( Budgeting ( Risk Management ( Financial

Analysis

Presentations ( Needs Assessment ( Customer or Client Relationship

Management

Change Management ( Team Leadership & Motivation ( Credit Underwriting

EXPERIENCE & ACHIEVEMENTS

Harris N.A., Barrington, IL ( 2000 - 2009

Advanced through positions of increased accountability based on

consistently exceeding goals and expectations with this leading full

service retail bank.

Assistant Vice President, Retail Custom Credit Lender ( 2003 - 2009

In charge of mortgage broker program to obtain new business and revenue

stream. Analyzed entire loan portfolio every 4 months to determine ongoing

borrower credit worthiness to minimize risk and exposure to troubled

assets. Directed residential loan program and managed all related projects

in obtaining and processing loans, including sales, portfolios, credit

underwriting, and regulatory compliance for the branch. Orchestrated and

managed all loan closings to ensure completeness of required documentation.

o Generated additional $20M in lending annually for 3 consecutive years,

as well as $5M in deposit accounts annually, resulting in additional

$450K in fee income.

o Established alliances with more than 50 brokers and signed agreements.

o Gained additional $2M in investments from current customers.

o Landed $10M in new loans, $3M in deposits and business loans from

establishing a relationship with a mortgage broker from a cold call.

o Reached $15M in new loans from mortgage broker referrals within 1

year.

o Ranked in Top 25 out of 350+ bankers throughout the entire company

organization.

Senior Personal Banker ( 2000 - 2003

Directed 2 Personal Bankers in all aspects of business generation and

customer service regarding opening of accounts, loan applications, and

other bank services while managing own projects and customers.

o Performance consistently exceeded goals and was recognized as being in

the Top 25 of all Personal Bankers within Harris.

Kenneth P. Hanley Page Two

Experience Continued...

U.S. Coast Guard

Petty Officer ( 1991 - 1997

Charged with managing and maintaining personnel records for 300 service

members while fulfilling all other duties as necessary.

o Active member in the joint task force Able Manner that saved 130 lives

in jeopardy at sea; recognized with Accommodations for actions.

o Chosen to serve as Assistant Housing Officer handling relocation of

all service members and families.

Seaman ( 1989 - 1991

CERTIFICATIONS

Six Sigma Green Belt, Villanova University ( 7/2010

EDUCATION

B.A. in Business Management, Columbia College of Missouri, Elgin, IL (

expected 12/2010

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