Customer Service Manager

Rhonda Ethell

Athens, Illinois ***** ************@*********.***

217-***-**** www.linkedin.com/in/rhonda-ethell

TRUST OFFICER

Accomplished Trust Officer within the banking industry with expertise in servicing Trust Operations, Private Client and Institutional Trust & Custody Groups. Maintains and provides superior customer service. Adept at managing numerous high net worth accounts and ensuring regulatory compliance. Key skills include:

• Relationship Management • Account Management • Municipalities • Pension • Insurance • Client retention

EXPERIENCE

US BANK INSTITUTIONAL TRUST AND CUSTODY, Springfield, IL 2006 – 2018

Trust Officer/Account Manager

Manage over 350 Institutional Trust and Custody (IT&C) accounts, with a market value of $12.5 billion. Serve as one of the client’s primary contact and maintain a high level of customer service.

Oversaw work processed by Trust Operations to ensure accuracy in compliance to legal guidelines, governing and procedure agreements.

Ensured appropriate legal agreements are retained in house and maintain client profile information.

Supervised retention and expansion of relationship revenue as well as expense management.

Completed relationship and administrative reviews. Work with clients to clear exceptions, and respond promptly to requests from IT&C Risk management, Trust Compliance and Corporate Audit services.

Built and maintain relationships with various clients; police Department, fire department, municipalities, government entities, foundations and Insurance.

Processed Tri party repos, Illinois funds and administer mutual fund trades for admin directed accounts.

Conducted processing and verification of pension payments for employee pension accounts.

Received multiple awards for “Job well done” from resolving a high volume of sensitive customer issues.

Attended and participate in new business presentations with prospective clients.

FIRST NATIONAL BANK/FFG TRUST/MERCANTILE, Springfield, IL 2001 – 2006

Project manager

Facilitated the oversight of custodial accounts for municipals, and processing of the Illinois Funds vault auditing. Oversaw trade settlements, cash processing, maturities, securities calls.

Rhonda Ethell ************@*********.*** Page Two

Oversaw daily processing and ensured meeting deadlines of Illinois funds.

Verified work of employees.

Conducted internal audits to ensure that assets were logged and compliance was met.

ADDITIONAL RELEVANT EXPERIENCE

FIRST NATIONAL BANK, Springfield, IL

Balance and Input Clerk/Securities Assistant

CITY OF ATHENS, Athens, IL

City of Athens Treasurer

EDUCATION

American Institute of Banking

Trust Business

Securities Processing

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