JEROME P. GUTIERREZ

• Overall operations and payment processing management dealing with wires and EFT processing.

• Operational controls such as KYC screening and strict GL monitoring.

• Managed and motivated employees to be productive and engaged in work.

• Accomplished multiple tasks within established timeframes.

• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

• Reduced operational costs through comprehensive process improvement initiatives and resource management.

• Organized professional development programs for staff, leading to improved performance and skill sets.

• Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.

• Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.

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• Participated in cross-functional teams to achieve project goals, fostering collaboration and innovation.

• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

• Managed the overall Consumer Loans Operations
• Execution of review for accurate information, booking and disbursement for personal, home and auto loan products.
• Promissory note preparation records management and issuance.
• Monitoring, reporting and disbursement of dealer incentive payouts
• Overall consumer loans maintenance executing account repricing, restructuring, pay-off computation request and issuance of certificate of full payment and ROPA management.
• Managed the monthly reporting of loan portfolio balances and DPD of consumer loan accounts

• Managed Credit card and statement production and delivery, Check Clearing Operations and Corporate Account Services.
• Primary vendor manager for credit card personalization and statement printing for Citibank N.A. Philippines responsible in the daily production, delivery, inventory management, third party information security assessment (TPISA), contract monitoring and negotiation
• Daily cheque clearing operations, settlement and reconciliation.
• Headed corporate account services and maintenance for Citibank N.A. Philippines.

• Managed credit card personalization, statement production, and courier management

• Vendor relationship manager for credit card personalization and statement printing for Citibank N.A. Philippines responsible in the daily card production, delivery, inventory management, Information security assessment (TPISA), contract monitoring and pricing negotiation

• Managed courier delivery for Citibank N.A. Philippines focusing in maintaining standard delivery efficiency for credit card, corporate and consumer bank statements, credit card statements and advisories.

• Managed and responsible for credit card chargeback and settlement operations outsourced in eServe India

• Tracking performance and KPI monitoring of chargeback and settlement outsourced function to eServe India

• Handled day-to-day accounting processes to drive financial accuracy.
• Recorded deposits, reconciled monthly bank accounts and tracked expenses.
• Maintained account accuracy by reviewing and reconciling checks monthly.
• Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.

• Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
• Filed paperwork, sorted, and delivered mail and maintained office organization.
• Enhanced HR data management through implementation of new HR Information System (HRIS).
• Supported payroll processing, ensuring accurate and timely salary distribution.
• Responded to employee inquiries regarding benefits and other HR topics.