Fred Donaldson
Florence,AZ
Summary
Over 5 years of experience in onboarding and client service roles within the banking and financial sectors. As an operations Consultant, oversaw the onboarding process for new clients, ensuring compliance, accurate documentation, and smooth system integration. Led initiatives to enhance operational efficiency, collaborating with cross-functional teams to streamline processes and improve the overall onboarding experience. Specialized in escalation management, addressing complex operational and servicing issues, ensuring timely resolution and smooth onboarding for high-value accounts. Proficient in managing onboarding tasks, including documentation verification, regulatory compliance, and client account integration into internal systems. Demonstrated the ability to thrive in high-pressure environments, earning recognition for exceptional performance in managing operational challenges and delivering seamless onboarding experiences. Experience in loan processing, account management, and operational support to ensure efficient onboarding and servicing for new clients.
Overview
10
10
years of professional experience
Work History
Silicon Valley Bank/First Citizens Bank
12.2024 - Current
- Cross trained in both departments of Onboarding Implementations and Onboarding Servicing
- Answers inbound communications to service accounts, fulfill requests, or address issues.
- Determines target needs and provides resolution while maintaining a high standard of service. Identifies appropriate course of action for more complex issues or disputes.
- Performs various operational tasks that occur during customer, vendor, and associate inquiries.
- Streamlines the workflow for other associates within the business unit through operational activities.
- Handles standard documentation associated with daily activities, which may include processing, reviewing, or distributing materials.
- Maintains and updates department records either physically or within a system.
- Reviews and maintains knowledge of any laws, regulations, and policies that affect specific job duties to produce work that is accurate, efficient, and compliant.
- Utilizes product, system, or process familiarity to resolve problems and handle customer requests.
Operations Consultant
Bank of America
Phoenix, AZ
10.2022 - 12.2022
- Served as a technical expert, providing in-depth understanding of operations processes and their implications on other departments.
- Identified and recommended responsibilities for key programs and projects to improve operational efficiency.
- Advised and directed activities for special initiatives, including onboarding processes for new clients, ensuring a seamless experience for high-value accounts.
- Collaborated with cross-functional teams to streamline banking operations, reducing inefficiencies and enhancing client satisfaction during the onboarding process.
- Supported onboarding of new clients by ensuring compliance with regulations, accurate documentation, and smooth integration into the system.
Triple Crown Escalation Specialist/Loan Processor
Rocket Mortgage
Phoenix, AZ
01.2020 - 05.2022
- Provide customer service to specialty, high-end partnership loans.
- Solve and provide solutions to difficult loan situations with escalated clients.
- Review paystubs, W-2s, bank statements and any other financial statements for accuracy, suspicious activity, and potential fraud.
- Utilized tools such as Lexis Nexis to verify clients with fraud alerts on their credit profile to mitigate fraud and risk.
Loan Specialist/Advisor II
Upgrade INC.
Phoenix, AZ
03.2018 - 01.2020
- Managed delinquent accounts by making collection calls and processing payments on current and past-due accounts.
- Provided clients with account-specific guidance and assisted in resolving financial issues related to their loans.
- Facilitated a smooth onboarding process for new clients by ensuring all required documentation was in place and addressing any onboarding issues that arose.
Personal Loan Specialist
One Main Financial
Chandler, AZ
01.2016 - 03.2018
- Approved loans within specified limits and referred applications outside those limits to management for approval.
- Analyzed applicants' financial status, credit reports, and property evaluations to assess the feasibility of granting loans.
- Engaged with clients to collect the necessary information for loan applications and provided guidance on the loan process, making the onboarding experience as smooth as possible.
Education
BS - Concentration Applied Economics, Minor Business Administration
East Carolina University
Greenville, NC12.2016
Associate of Arts Degree - General Education Transfer
Pitt Community College
Greenville, NC05.2013
Skills
- Quick, Comprehensive learner
- Detail Oriented
- Fraud and risk management
- Effective oral and written communication skills
- Strong work ethic and problem-solving skills and analysis
- Proficient computer and Microsoft Word and Microsoft Excel skills
- Quick, comprehensive learner
- Excellent customer service skills
- Effective oral and written communication skills
- Strong work ethic and problem-solving skills
- Proficient in Microsoft Word and Excel
- Client Service
- Handling Calls/Emails
- Onboarding
- Documentation
- Banking Operations
Timeline
Silicon Valley Bank/First Citizens Bank
12.2024 - Current
Operations Consultant
Bank of America
10.2022 - 12.2022
Triple Crown Escalation Specialist/Loan Processor
Rocket Mortgage
01.2020 - 05.2022
Loan Specialist/Advisor II
Upgrade INC.
03.2018 - 01.2020
Personal Loan Specialist
One Main Financial
01.2016 - 03.2018
BS - Concentration Applied Economics, Minor Business Administration
East Carolina University
Associate of Arts Degree - General Education Transfer
Pitt Community College