Jonathan M Simmons
South Holland,IL
Summary
Accomplished professional proficient in analyzing financial data and assessing credit risk to support lending decisions. Skilled in conducting thorough credit evaluations, monitoring portfolios, and identifying potential risks. Experienced in collaborating with cross-functional teams to ensure compliance with regulatory requirements and company policies. Excellent analytical skills and a commitment to delivering accurate and timely results. Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in [Area of expertise] and working in 24/7 uptime environment.
Overview
17
17
years of professional experience
Work History
Credit Support Analyst
JP MORGAN CHASE
02.2022 - 03.2024
- Provided administrative support to team of credit underwriters for portfolio of credit relationships
- Ensured work requests (Credit Navigator/Aurora/ICRD Tasks) are accurately and timely assigned to maximize efficiency of team
- Collaborated with immediate manager by sharing information and following-up with account activity produce management with workflow recommendations and assists with troubleshooting performances/standards issues, coordinates credit proposals request in Credit Navigator and administrative tasks performed by Client Associates and allocate proposal request via Credit Navigator by assigning a Credit Service Analyst, Credit Service Analyst back-up, Credit Coordinator and their respective managers for each request based on volume and priority
- Orchestrated Credit Support Analyst spreadsheet to track the workflow for each CSA among 25+ team members
- Delivered and executed the successful completion of special projects aimed to support and improve efficiency and effectiveness of team
- Achieved and effective distribution of work requests based on capacity to ensure efficiency and effectiveness with limited onshore/offshore re-assignments
- Demonstrated effective communication skills with peers, workflow coordinator, external clients and ABL business partners (Doc Specialist team [MMBSI], underwriting partner, closing, etc.), with special attention to prioritizing work assignments
- Exhibited resolve and urgency to get things done with a strong drive to excel.
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
Credit Support Specialist III
JP MORGAN CHASE
10.2018 - 02.2022
- The Credit Support Specialist (CSS) is the owner of credit related data in all the systems that Middle Market Banking and Specialized Industries (MMBSI) utilize including iCRD Credit Proposal and Client Central
- Established credit facility proposals in iCRD for new facilities, existing facilities, and data maintenance
- Updated iCRD proposal as needed prior to release based on changes during negotiation, finalize dates in proposal, attach supporting documents, and route proposal for approval and complete iCRD proposals for release; store items in Deal works as needed
- Ensured credit requests, queries, and issues sent to the team are actioned accurately and timely in accordance with stated procedures and policies
- Demonstrated credit approval requirements in relation to JPMC Risk Policies and consistently apply the requirements within daily activities
- Managed credit data in Party Central (credit family structures, credit transfers, coverage roles)
- Monitored various data quality reports for accuracy and timely correction of errors.
- Monitored financial covenant tracking system to verify compliance.
- Conducted training sessions for new employees, sharing knowledge on best practices in credit analysis and support functions.
Client Service Representative
JP Morgan Chase
02.2015 - 10.2018
- Identified clients, branch personnel, and back-office needs for Commercial, Global Wealth Management, Middle Market and Business Banking accounts
- Managed approximately 40 - 60 calls daily servicing Business Banking (Line of Credit & Loans), GWM, Middle Market, Commercial Term Lending, and Equipment Finance resolving internal and external client issues and disputes
- Performed cases using Aurora for monetary and non-monetary transactions on Business lines of credit and installment loans which include fees, payment issues, correspondence, collateral, and research providing excellent client service and efficiency
- Troubleshot with Branch personnel with documentation, booking and funding issues
- Processed, performed, and approved business loan / line of credit advances using MITS (Monetary Input Transaction System)
- Administrated the Loan Line Servicing & Chase Business Loan Serving email box to action request, questions, and concerns
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
Senior Customer Service Coordinator
CAPITAL ONE
Rolling Meadows, IL
01.2007 - 01.2014
- Coached and developed associates in a call center environment to improve productivity, efficiency, and effectiveness
- Serve as the liaison between associates and managers
- Recommend, develop, and execute process improvement projects
- Managed approximately 30 - 40 escalated calls daily resolving customer disputes, by thinking outside of the box, improving customer service
- Supported customer service representatives with questions regarding customer calls to ensure compliance with call center polices and customer service standards
- Collaborated with other departments and managers to resolve escalated customer issues which includes title request, credit authorizations, and monetary transactions that results in customer satisfaction
- Performed monetary and non-monetary transactions on revolving and installment accounts which include fees, payment issues, correspondence, providing excellent customer service and efficiency.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Contributed to the development of departmental policies and procedures aimed at improving service quality standards.
Education
Bachelor of Science in Computer Information Systems -
DeVry University
Chicago, ILSkills
- MS Office (Word, Excel, Teams, PowerPoint, Note and Outlook)
- Client Experience
- Verbal and Written Communication
- Organizational Skills
- Time Management
- Collaborating
- Client and Customer Service
- Support ticketing systems
- Software Knowledge
- Support Services
- Data Compiling
- Data Collection
- Problem-Solving
- Judgment and Decision-Making
- Team Support
- Zoom
Professional Development
Various trainings and courses including Finance, Accounting, Business Communications, Member of the WLS Spirit Committee, and Business Resource Groups
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Credit Support Analyst
JP MORGAN CHASE
02.2022 - 03.2024
Credit Support Specialist III
JP MORGAN CHASE
10.2018 - 02.2022
Client Service Representative
JP Morgan Chase
02.2015 - 10.2018
Senior Customer Service Coordinator
CAPITAL ONE
01.2007 - 01.2014
Bachelor of Science in Computer Information Systems -
DeVry University