Benefits Specialist Credit Analyst

Dolores Montague

Joppa, MD *****

302-***-**** (c)

***************@***.***

Profile: An experienced manager/professional with expertise in reporting and analysis, administrative processes, people management, documentation, retail banking, research, risk detection, fraud detection, reporting, coaching, H.R. Administration, vendor contract negotiation/management, customer support, branch back operations and special projects. Known for multi-tasking, professionalism, interpersonal skills, attention to detail, strong work ethic and motivation.

Current Position

Client Services Senior Analyst, AVP, Citibank N.A. 2015 – Present Manage a portfolio of global clients as the primary day-to-day focal point of contact, with a focus on delivering an exceptional banking experience. Responsible for being the designated point of contact for day-to-day complex client inquiries regarding Cash Management products. Acts as a liason with global internal and external partners to deliver an excellent client experience. Ensures all transactions are executed in a timely and accurate manner, providing superior client service. Creates and provides various reports to clients based on their needs. Assists in training of new hires.

• Manages client requests with few cases going out of standard.

• Participated in project to write departmental procedures as a reference point for all Client Service officers.

• Assisted with yearly testing of COB procedures.

Senior Credit Analyst, Discover Financial Services, Inc. 2010 – 2015 Analyze potential customer requests for credit card products to determine credit worthiness. Accounts reviewed at this level require in depth review and customer contact due to multiple factors indicating financial stress. Works with management to identify trends. Current unsecured lending authority $25,000.

• Provides coaching to new team members and current analysts requiring assistance to increase productivity and quality.

• Recognized for providing exceptional customer experiences.

• Recognized as a Business Leader/Legend for being in top 10% in all metrics. Executive Assistant, P.J. Fitzpatrick, Inc. 2006 – 2010 Supports Outside Sales Manager, Sales Manager, General Manager and President. Provide statistical analysis and reports to management, research and negotiate contracts for participation in area home shows, manage testing and licensing processes for all consultants, create materials for training in various departments, provide assistance to customers experiencing difficulty. Assist General Manager and President in a variety of special projects.

• Created reporting to analyze collective results for 20 sales consultants. Utilized by Sales Manager to foster competition among consultants thereby increasing overall sales results.

• Analyzed sales consultants stated goals versus actual results. Utilized by Sales Manager to educate/train consultants focusing on their strengths/weakness. Human Resources, P.J. Fitzpatrick, Inc. 2005 – 2006 Processed new employees and ensured all required documents were completed. Ensured benefits were completed and maintained accurately. Processed weekly payroll, tracked time records and job completion. Company liaison for all subcontractors.

MBNA America, Wilmington, DE

Personal Banking Officer, Business Lending Operations Manager 2001 – 2005 Managed daily workflow for team of 12 people. Provided accurate reporting to department management on a daily basis. Maintained up to date personnel files for 12 representatives and administered appraisals, incentives and corrective action. Managed productive vendor relationship with data processing vendor. Provided budget research and volume forecasts and interacted with other departments regarding research requests.

• Member of conversion team for Business Lending Operations Department during various acquisitions of other banks/credit card portfolios. Employed vigorous systems testing to ensure portfolio accounts transferred into MBNA systems. Worked with MBNA technology to identify process failures and determine solutions.

• Team member on projects to create and install upgraded credit application systems. Assistance on projects included writing user requirements for Operations Department, writing/processing test requirements and reporting results/failures. Worked with technology and other department members to determine solutions and ensure successful installation.

• Maintained $50,000 in unsecured lending authority. Reviewed and signed off on credit decisions approved by senior credit analysts due to total exposure in credit lines, amount of credit line being approved, or applications identified as a risk to the company. MBNA America, Wilmington, DE

Credit Analyst, Senior Credit Analyst – Business Lending 1990 – 2001 Analyze potential customer requests for credit card products to determine credit worthiness. Accounts reviewed at this level require in depth review and customer contact due to multiple factors indicating financial stress. Contacts customers to obtain additional information, reviews application and discusses previous negative information. Works with management to identify trends. Unsecured lending authority $25,000. Education

Concord High School, Wilmington DE

Business Classes at Delaware Technical and Community College and Goldey Beacom College References upon request

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