Customer Service Manager
Resume:
David C. Baker
Vallejo, CA. 94591
*****.***@*****.***
Profile : Extensive management and operational experience with comprehensive banking background. Skilled in establishing collateral operations and risk
management policies and procedures. Accustomed to a fast paced environment and successfully handling several responsibilities simultaneously.
Work Experience :
2004 October 2009
Collateral Operations Manager, Federal Home Loan Bank of San Francisco, S.F., CA
Managed collateral operations department. Provided primary oversight over collateral risk monitoring and pledged whole loan s and securities collateral
transaction processing. Train new employees.
• Successfully established policy and procedures governing collateral pledging processes and requirements in the Collateral Guide established
with the Federal Home Loan Bank of San Francisco.
• Guided department through successful conversion to new securities custody system, and procedures, resulting in enhanced customer service,
more detailed records, and better account report generation
• Managed a busy phone system and acted as primary liaison to over 300 member Banks, Thrifts, and Credit Unions and earned a reputation for
maintaining a positive environment and producing high quality work.
• Managed vault custody operations with inventory of pledged whole loans for credit impaired member Banks, Thrifts, and Credit Unions.
• Supervised and monitored all UCC 1 filings and requirements for institutions pledging collateral with the Federal Home Loan Bank of San
Francisco (FHLBSF).
2002 2004
Senior Collateral Operations Analyst, Federal Home Loan Bank of San Francisco, S.F., CA
Provided and acted as lead person in support of department Manager with daily collateral transaction operations, including pledging of Agency and Non
Agency securities and whole loans from member Bank, Thrifts, and Credit Unions. Processed and monitored reverse repo securities transactions with
approved counter parties. Trained new employees.
• Developed efficiency enhancing workflow and risk improvements to accommodate increasing department requirements necessitated by
worsening market conditions.
• Scheduled and provided coverage for all department functions as required
• Successfully created automated daily statistical and customer activity reports which provided the Bank with important credit and risk decision
making tools.
• Developed and updated department desk procedures as required.
1999 2002
Senior Collateral Operations Specialist, Federal Home Loans Bank of San Francisco, S.F.CA
Processed pledged mortgage collateral update files and Agency and non Agency securities collateral from member Banks, Thrifts, and Credit Unions.
Handled member inquiries with collateral transactions and activities.
• Provided desk coverage for other department desk functions as required, including daily collateral transaction balancing, review, and analysis
of problem mortgage collateral update files submitted by Bank customers.
1997 1999
Debt Specialist, Portfolio Operations, Federal Home Loan Bank of San Francisco, S.F., CA
Provided daily accurate and timely transaction settlements with the Office of Finance, Federal Housing Finance Agency, for activities related to issuance
and dispositions of consolidated obligations (FHLB issued bonds) and Discount Notes. Prepared and recorded daily accounting general ledger transactions.
Maintained internal system reports and spreadsheets for monitoring activities and interest rate resets.
• Recommended new procedures for daily and monthly general ledger transaction reconciliation by, enhancing and automating the review and
reconciliation of the accounts.
Education/Training : City College of San Francisco – Associate in Arts – Business Concentration
City College of San Francisco – Certificate in Supervision and Business Management
• Completed training courses in customer satisfaction enhancement, leadership, time management, project management, risk controls and
review, and employee performance assessments.
• Intermediate Microsoft Office skills with advance Excel and Access knowledge
• Knowledge of Oracle SQL and Crystal reports and design.
• Sarbanes Oxley (SOX) process controls and requirements.
Contact this candidate