Manager Customer Service

Heidy Ramirez

*** ***** ********* #**, *****, NY 10451

Phone: 347-***-****

E-mail: *********@***.***

Objective Pursuing a position that will provide opportunity for growth and development.

Experience Summary

Highly talented and success-driven with over 21 years of banking experience.

Implemented and lead client portfolio management tasks extensively.

Strong in-depth knowledge of trading and banking operations.

Self starter and team player with the ability to work under minimum supervision.

Effective written and verbal communication skills.

Excellent problem solving and decision making skills.

Professional Experience

2018 – 2019 ING Financial Services LLC New York, NY

KYC Associate

Served as KYC Officer, with a focus on Diverse Corporate clients, with exposure to each business unit in the Americas.

Researched and analysis of KYC documentation needed to process ING’s Client Due Diligence pack (“CDD Pack”).

Aided the Diversified Corporates team with KYC responsibilities in order to avoid any disruption of business.

Coordinated between account managers, client service teams, and other ING Reveiw/Onboarding teams across the globe to ensure proper review of CDDPacks throughout ING.

Reaching out to clients directly to obtain required due diligence in accordance with ING policy.

Conducted enhance due diligence on institutional clients of all business types.

Cleared all possible true hits on the FircoSoft System.

Ad hoc projects.

2016 – 2018 Oversea-Chinese Banking Corporation New York, NY

AML/KYC Officer, Assistant Vice President

Provide general risk and control management support functions to the TPO team and contribute to the achievement of the financial targets.

Protect against reputation risk and operational loss through raising vigilance among colleagues.

Help promote risk awareness and understanding of best industry practices.

Prepare and circulate daily control and monthly management reports and highlight/follow up on any excess or exceptions and ensure there are proper ratifications.

Prepare and organize CDD files of GT/FI/Loan customers to comply with AML and KYC internal procedures and policies.

Screening and reviewing of all current customers and their director’s.

Input CIF to ensure customer data quality.

On-boarding process of new accounts and closures of accounts.

Compliance review and risk assessment of GT’s activities, such as dealer’s communication surveillance and entertainment confirmations.

Prepare for external regulator examination and internal audit requirement as required.

Ad hoc projects.

2013 – 2016 Oversea-Chinese Banking Corporation New York, NY

Treasury Officer, Assistant Vice President

Perform loan funding for New York and Los Angeles Agencies according to internal funding guidelines and requirements.

Update loan funding records including funding book, funding summary and supporting worksheets to ensure that they are accurately maintained.

Ensure that all funding requests are promptly covered and combined to attain the cheapest cost of funding, brokerage and processing cost.

Contribute to the achievement of financial targets by providing cost effective funding for Agency.

Perform Emergency Funding Test yearly.

Engage in projects as directed by the Deputy General Manager and General Manager.

2007 – 2013 Oversea-Chinese Banking Corporation New York, NY Funding Officer/Relationship Associate, Assistant Vice President

Perform loan funding for New York and Los Angeles Agencies. This is done on a match-book basis driven solely by client’s funding needs as well as internal funding guidelines including adherence to all head office and local AML limits and requirements.

Provide client servicing support to Corporate and Institutional Banking Relationship Managers to manage the client database, service client calls on transaction and operational matters.

Resolve client-relation problems, contact clients periodically to build rapport and ensure prompt service delivery and high level of customer satisfaction.

Work closely with Credit Administration Department to ensure that all payments due under the respective loan accounts are received timely and follow-up on any overdue amount with borrower.

Coordinate with RMs to liaise with borrowers, agent bank and legal counsel on loan documentation to ensure validity and completeness of documentation and collateral before loan drawdown.

Provide support to RMs on monitoring and ensuring compliance of all loan covenants and take appropriate actions if necessary.

Prepare and file periodic business and/or client-related reports to Head Office and/or regulators on an accurate and timely basis.

Provide management support to the General Manager to track RMs pipeline deals, portfolio drawings and profitability relative to set targets as well as the preparation of monthly management reports.

Handle the sampling for the compliance department.

Facilitate and maintain the RCSA reports for all associates in the New York office.

Engage in ad-hoc projects as directed by the General Manager and NY Agency’s Head Office.

1999 – 2007 Bank of America (Merged with NationsBank) New York, NY

Account/Portfolio Administrator, Assistant Vice President

Managed portfolios that include major corporations and banks including the countries’ Central banks, with over 250 accounts in Venezuela, Argentina, Uruguay, Paraguay, Mexico, Chile, Colombia, Peru, The Caribbean and Canada.

Monitored risk position of the assigned portfolio to be inline with the approved credit limits.

Maintained the accuracy and expeditious execution of credit extensions to sustain a superior level of client service.

Monitored portfolio to ensure it is compliant in terms of legality and other client related data.

Handled inquires and escalations sent by the Customer Service Department and assisted in the resolution of various problems.

Guided customers on formatting outgoing payments for a high straight through percentage.

Opened and closed Corporations and International Bank accounts and ensured all documents were in tact.

Handled all audit confirmations.

Reconciled data and customized statements for NATO accounts.

1996 – 1999 NationsBank International (formerly NCBC) New York, NY

Operations Manager, Assistant Vice President

Managed the Funds Transfer department, including both incoming and outgoing funds of C.H.I.P.S. and Federal Funds.

Supervised the customer service department.

Settled the banks position at the end of the day, including any selling and buying of funds.

1990 – 1996 NCBC International Bank New York, NY

International Banking Officer/Operations Manager

Managed and oversaw the Paying and Receiving department, Fed wire department, S.W.I.F.T./Telex department, the Customer Service department and the Reimbursement department.

Served as the back-up Manager for the Bookkeeping department and Loans department.

Placed all bilateral limits.

Education Lehman College of the City University of New York Bronx, NY

Graduated Cum-Laude December 2004, Bachelor of Arts Degree

Major: English Literature Minor: Anthropology GPA: 3.9

Member of the Golden Key International Honour Society

ACAMS KYC CDD Certificate

July 2018

Languages Fluent in Spanish

References Available Upon Request

Contact this candidate