Customer Service Vice President

Ann Onuma

**********@*****.*** 646-***-****

https://www.linkedin.com/in/ann-onuma-6b226733

SUMMARY Seasoned banking professional with 20 years of experience, adept at managing commercial customer relationships, and ensuring the accuracy of deposits and loans. Skilled in crafting comprehensive loan packages and optimizing financial structures to meet client needs. Seeking to leverage expertise as a Sr Commercial Relationship Officer (85956) to drive business growth and customer satisfaction. WORK EXPERIENCE IFM Investors New York

Manager, Transaction Management & Support Ops Apr 2023 - Oct 2023

• Ensured data integrity and compliance with industry standards by executing risk mitigation strategies for control deficiencies.

• Provided administrative oversight for asset management, facilitating operational support for the Debt Investment Team and Treasury Services.

• Led a team responsible for financial operations, including transaction processing, funding, and interest and fee settlements, accompanied by meticulous daily ledger oversight and cash break reconciliations.

Citibank Delaware

Vice President Sn Manager Loan Agency Jul 2022 - Apr 2023

• Conducted thorough loan documentation reviews, identified control deficiencies, and escalated critical issues for resolution.

• Built and sustained strong relationships with clients, stakeholders, and management, promoting teamwork and cooperation across functions.

• Managed a team of loan administrators to maintain high standards of data quality and efficiently addressed workflow and inquiries in a timely manner. Assistant Vice President, Loan Sr Analyst Sep 2020 - Jun 2022

• Directed a team in conducting loan documentation reviews and handled intricate loan-related queries and examinations.

• Maintained rigorous compliance with applicable legal and regulatory standards, identifying and rectifying control shortcomings to reduce risk exposure.

• Overhauled administrative procedures to aid executive management and staff, improving the flow of communication and expediting decision-making processes.

• Initiated and executed process improvements that bolstered overall business efficiency and productivity.

UBA Group New York

Loan Services and Back Office Manager Jan 2011 - Sep 2020

• Managed daily financial transactions, optimizing efficiency and ensuring transactional accuracy within back-office operations.

• Maintained high-quality data integrity by reconciling all system transactions, effectively reducing discrepancies.

• Supported executive decision-making by generating management reports and offering strategic assistance to the Chief Operating Officer.

• Oversaw loan specialists' work, ensuring compliance with credit limits and elevating customer service standards through timely feedback. Loan Service Supervisor Sep 2008 - Jan 2011

• Collaborated with the Risk Management Team to reconcile systems, including SWIFT and FED payment platforms, aligning with regulatory compliance requirements.

• Managed daily operations, reviewed and authorized loan specialist work, and provided feedback to maintain workflow efficiency and adherence to deadlines.

• Formulated departmental policies and procedures, defined team KPIs, and coordinated with auditors for annual reviews, resulting in improved team performance and increased customer satisfaction.

Branch Operations Manager Jun 2007 - Aug 2008

• Managed a team responsible for the upkeep of a cash portfolio, implementing risk control strategies and administering office operations, ensuring compliance and efficiency.

• Oversaw the bank's financial portfolio, including the supervision of transfer instructions and electronic card linkages, enhancing operational processes and customer service delivery.

Head Customer Service Office Jun 2006 - Jun 2007

• Managed client conflicts and streamlined issue resolution processes, while effectively escalating critical concerns and consistently achieving over 100 new customer account openings per month.

• Developed a proficient customer service team through targeted training programs, oversaw meticulous account management protocols, and achieved successful resolution of customer service issues, ensuring high standards of client satisfaction and retention.

Customer Service Officer Jul 2005 - Jun 2006

• Developed a new account opening procedure that enhanced process efficiency and improved client contentment.

• Handled customer inquiries and complaints with adept communication, providing clear information on account services, statements, and balances through calls and emails.

Bank Teller Jan 2003 - Jul 2005

• Accurately processed a high volume of financial transactions, including wire transfers and cash handling, employing both manual and automated counting techniques to maintain transactional integrity.

• Enhanced client engagement and identified cross-selling opportunities by delivering proactive customer service, culminating in successful referrals to financial services partners.

EDUCATION Harvard University

Sustainable Business Strategy, Diploma

Abia State University

Public Administration, B.SC

CERTIFICATIONS Service Magic, TVQ Consulting 2004

Basic Banking Operations, Bankers Training Consulting Co. 2004 Contemporary Issues in Risk Management, Bankers Training Consulting Co.

2004

Successful Presentation, University of Colorado 2024 Foundation of Project Management, Google 2024

Project Initiation: Starting a Successful Project, Google 2024 SKILLS Loan Documentation Review • Portfolio & Asset Management • Treasury & Back Office Functions • Exception and Reconciliation Reports • Control Deficiencies Identification

• Loan Syndication, Origination & Bilateral • Microsoft Office- Excel, Word, PowerPoint, Outlook, Macro • Software: Flex-Cube, Loan IQ, SWIFT, FED, QuickBooks, Bloomberg, Prime Compliance Suite, Debt Domain, Trade Finance Trade Innovation System, FIS Global Funds Transfer • Customer Relationship Management • Corrective Actions

• Customer Feedback • Project Deadlines • Client Satisfaction • Communication • Leadership • Management • Relationship Management • Strategic Planning • Financial Analysis • Negotiation • Portfolio Development • Trust Building • Customer Needs Analysis

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