March 2015 - at Present
Portfolio Manager for Frankfurt branch Rabobank, first point of contact for all queries relating to Frankfurt Loan book & Booking all loans & payments. Verifying Signatures & SSI details. •Error logging & resolution hold RPS sessions for high impact errors to ensure they do not occur again. •Investigations of all queries & ensure a satisfactory resolution is achieved. •Host bi-weekly customer service Skype calls with branch managers. Liaise with Treasury department located in Utrecht to ensure all loans & payments are funded accordingly by executing the “Rocket File”, 3 times daily. •Monitoring of team mailbox for queries and new instructions. •Monitoring of Key Performance Indicators’ to keep in line with target figures. •Support to Service Delivery Manager, additional tasks to ease work load of current service delivery manager, including but not limited to; Monthly Branch Service calls. Monthly staff updates on customer/ Branch sentiment scores. Redesign of service catalog.
December 2003 - March 2015
•Anti-Money laundering / Suspicious Transaction Reporting Official & Fraud Official, liaising with fraud dept. & An Garda Siochana for several fraud cases including debit card fraud & international payments fraud. Advanced Foreign Exchange; FX Payments, Hold Accounts, Forward Contracts, SWIFT messaging for incoming & outgoing cheaque collections & international payments. •Accounts controller; responsible for reconciliation of impersonal accounts. •New Account opening, ID verification, KYC & CDD actions. •Customer Service official: Query resolution & escalation point for all face to face branch customers. •Complaints coordinator, logging & resolving all expressions of dissatisfaction from customers in line with agreed SLA’s. Keeping complaints data base up to date. •SEPA Payment expert, first point of contact during migration to SEPA. •Completion of Auditor reports requests
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