Manager Customer Service

Jennifer Kurre ***********@*****.***

* ***** ***** ****, *** Bethpage, NY 11804 516-***-**** 516-***-****

SUMMARY OF QUALIFICATIONS

Enthusiastic, self-motivated, and result-oriented professional with over 20 years of demonstrated expertise in banking and financial services. Reputation as a self-directed professional with excellent communication and people skills. Energetic and goal-oriented with a genuine passion for client service while being a team player. Communicate clearly and effectively with diverse populations in written, verbal, and presentation formats. Proven ability to manage multiple assignments simultaneously and complete projects under tight deadlines. Equipped with an excellent work ethic while possessing a strong sense of responsibility and leadership. Demonstrated talent in controlling/managing simultaneous demands to consistently achieve key business results.

PROFESSIONAL EXPERIENCE

HSBC New York, NY

Client Due Diligence Manager; Contractor August 2016 – March 2019

·Served as global point of contact for the client and the relationship bankers with regard to KYC renewal cases.

·Responsible for ensuring all KYC queries on and off shore are prioritized, resolved and agreed timeframes, work –flow pipeline optimized, and issues identified early and escalated accordingly.

·Served as a subject matter expert on policy and regulations by developing a detailed understanding of the financial intuitions sector, KYC renewal functions, systems processes, and procedures in order to advise the business, clients, and client manager.

·Supported the Global Sanctions Compliance team mitigating connections in functions of AML investigations, screening/advising.

·Liaised and worked with business to support day to day issues related to AML compliance and questions regarding correspondent banking, financial crime (AFBC) against bribery, sanctioned territories/ embargos, reputational and terrorist financing (TF).

·Ensured global standards compliance with US Treasury AML Guidelines/BSA, USA Patriot Act, OFAC Requirements, and SARs.

HSBC New York, NY

Operations Client Relationship Manager; Contractor April 2016 – August 2016

·Provided top level support for the banks top 25 high priority clients including investment managers, hedge funds, and corporations.

·Served as single point of contact on all clients’ operational issues involving derivatives, foreign exchange, fixed income, client on-boarding and cross product services.

·Partnered with front office, operations, technology, risk management, regulatory teams, and industry vendors to deliver a linked-up, holistic approach to supporting clients.

·Performed root cause analysis of client operational issues; champion technology, process or service enhancements to address the problems.

JP Morgan Private Bank Brooklyn, NY

Vice President–Client Onboarding Officer April 2001 – November 2015

·Served as initial point of contact for Ultra High Net Worth clients wishing to open accounts with the JP Morgan Private Bank.

·As a subject matter expert on required legal documents and process to onboard a client, partnered with teams to collect documents and associated information to meet all regulatory and internal policies.

·Handled account opening process to ensure complete client satisfaction via outstanding customer service.

·Responded to inquiries related to documentation issues, and coordinate with different business areas to resolve complex situations in a timely and personalized manner. Met with clients to clarify account opening and KYC process where needed; pro-actively contact clients if additional documentation is needed.

·Proven ability in resolving customer inquiries and questions regarding new accounts and bank products.

·Provided leadership as team leader – training and guiding new employees and fellow bank associates.

·Managed and facilitated client due diligence, including coordinating the participation of JP Morgan Chase stakeholders who have KYC responsibilities by undertaking quality review of clients’ KYC records.

·Led as point of contact for KYC and AML matters and reporting issues for designated clients.

·Participated in annual AML discussions with clients. Discussed and escalated complex issues with compliance

surrounding client types/structures, financial products and services, and other AML risk-related issues.

·Performed legal/tax documents review ensuring compliance with banking procedures and regulations including KYC, Due Diligence, BSA/AML, USA Patriot Act, Dodd Frank and OCC, FATCA, and FINRA.

·Identified gaps in policies and processes as necessary with other business units and stakeholders to escalate issues for resolution.

Barclays Private Banking New York, NY

Senior Client Services Processor May 2000 – April 2001

·Exercised strong interpersonal and communication in supervising the staff to ensure operational integrity and made sure that all account documentation complied with policies and procedures.

·Responded to customer inquiries and requests and resolved issues efficiently. Prepared weekly reports detailing all the transactions in our clients’ portfolios and sending them to the private bankers.

·Provided prompt service to clients, verifying/releasing all time deposits, loans, and wires in a timely manner.

Chase Manhattan Bank Great Neck, NY

Relationship Manager September 1999 – December 2000

·Cultivated client relationships, addressed concerns, and provided exemplary service to ensure satisfaction.

·Provided outstanding customer service—developing strong relationships while acquiring new accounts.

·Performed daily control functions and worked with staff to maintain operational integrity of the branch.

Management Development Program Associate September 1998 – September 1999

·Completed a management training program in the National Consumer Services area that included extensive classes in computers, management, sales, team building, and banking products and services.

EDUCATION

St. John’s University New York, NY

Bachelor of Science in Finance May 1998

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