Jacqueline O'Neal
Saint Charles,MO
Summary
Experienced in managing complex agricultural loans, specializing in financial restructuring and Participated/Syndicated loans. Skilled in developing technical training programs, building client relationships, fostering team cohesion, and providing exceptional customer service through effective problem-solving. Organized team leader excelling at establishing positive rapport, inspiring trust, and guiding teams towards the attainment of organizational objectives. Strong ability to facilitate collaboration across departments, successfully working alongside co-management and top-level leadership. Expertise as a trainer and mentor consistently yields excellent results.
Overview
16
16
years of professional experience
Work History
Team Lead, Syndications & Loan Restructure
Rabo AgriFinance
05.2022 - 07.2024
- Assigns work and monitors workflow of direct reports to ensure functions are performed timely, with excellent customer service
- Manages staff of 5 to perform all functions related to loan origination and ongoing life of loan processes.
- Works and prioritizes workflow with the VP, Closing Manager to ensure capacity is optimally utilized nationwide between the different Territories and the pre-close audit team.
- Works closely with the Financial Analyst Manager and Business Development Manager to ensure customer expectations for closing, reviews, renewals, and changes are met.
- Identify needs for training and coaching of Customer Relationship Specialist (CRS) assigned to team. Responsible to ensure team receives training in all aspects of a CRS position. Makes recommendation of special advanced training for specific CRSs.
- Establishes and maintains processes and procedures for closing lending products and services in accordance with company policy, having loan files reviewed pre-closing to assure documentation accuracy and compliance with loan terms as negotiated, and for life of loan servicing actions.
- Maintains and improves product quality through involvement with internal/external audits and collaboration with other members of management on quality-related initiatives.
- Provides day-over-day support for first line of defense controls. Provides updates to the Management through reporting.
- Provide information as requested by Compliance and Audit to ensure accurate and complete files.
- Demonstrate organizational advocacy through positive teamwork, trust and mutual respect for customers and employees.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Assisted in recruitment to build team of top performers.
Senior CRS - Syndications & LFR
Rabo AgriFinance
03.2019 - 05.2022
- Promoted to CRS II by continuing to demonstrate high level of commitment to provide accurate and timely communication and documents for excellence in customer service
- Proactive in resolving issues within customer team and clients
- Mentored junior CSRs, sharing knowledge of best practices and techniques for driving positive customer outcomes.
- Collaborated with cross-functional teams to ensure seamless resolution of customer issues, resulting in better overall service experience.
- Assisted in development of extensive knowledge base, compiling solutions to frequently encountered issues for easy reference by team members.
- Fostered positive workplace culture through active participation in team meetings, contributing ideas for enhancing collaboration among staff members.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
Customer Relationship Specialist
Rabo AgriFinance
07.2017 - 03.2019
- Main focus was on troubled loan restructuring
- Manages customer loan package from application through funding, manage coordination and delivery of complete loan documentation package free of errors including reviews and entering all non-financial customer information, entity documents, order and review certificates of good standing, UCC searches and appraisal orders.
- Review loan approvals and clear conditions for closing, review appraisal approval and prepare any other necessary documentation to ensure collateral position perfection and ensure closings are free from issues. Coordinate with title company/closing media, borrowers, internal and external legal staff and Customer Team to obtain any required documents and to ensure all pre-closing conditions are met
Agriculture Loan Specialist
Rabo AgriFinance
10.2008 - 07.2017
- Executed quality control review for modifications and new loan documentation following booking to guarantee conditions of the work package are accounted for
- Strategically conducted research and analyzes loan issues working closely with Customer Connect and processes Direct Lending Billing Statements
- Primary contact for processing and directing complicated activities associated with Syndicated/Participated loans including member bank activity
- Ensured RAF and RaboBank's anti-money laundering regulations and other applicable laws are pursued and revises Loan Servicing policies procedures through CDR
- Applied RAF's 8 Cultural Practices daily by being accountable for business results and the impact on colleagues
Education
High School Diploma -
State Fair Community College
Skills
- Developing technical training
- Client relationship and team building
- Extensive customer service experience
- Superior problem-solving skills
- Regulatory Compliance
- Coaching and Mentoring
- Strong internal and external communication
Timeline
Team Lead, Syndications & Loan Restructure
Rabo AgriFinance
05.2022 - 07.2024
Senior CRS - Syndications & LFR
Rabo AgriFinance
03.2019 - 05.2022
Customer Relationship Specialist
Rabo AgriFinance
07.2017 - 03.2019
Agriculture Loan Specialist
Rabo AgriFinance
10.2008 - 07.2017
High School Diploma -
State Fair Community College
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