KHADIJA JEFFERSON
Buffalo,NY
Summary
Banking and financial services professional with experience in credit administration, risk management, and client relationship support. Coordinates with relationship managers, credit officers, and underwriting teams to manage complex portfolios and resolve exceptions. Maintains quality standards and supports service delivery through process improvements.
Overview
32
32
years of professional experience
Work History
Assistant Vice President, Credit Support Associate II
Bank of America / Merrill Lynch
West Seneca
01.2015 - Current
- Facilitated credit and lending operations, enhancing client experiences and strengthening relationship management.
- Partnered with relationship managers, credit officers, underwriting teams, and operational partners to ensure timely credit servicing and effective issue resolution.
- Supported credit and lending operations for a diverse portfolio of client relationships, enhancing overall client satisfaction.
- Identified and implemented opportunities to streamline workflows, resulting in improved service delivery.
- Identified and implemented opportunities to streamline workflows, improving service delivery.
- Maintain high standards of accuracy, quality control, and risk management.
- Provided expertise in internal processes, procedures, and operational workflow.
- Trained, mentored, and onboarded new associates on systems, procedures, and performance expectations, fostering a knowledgeable team.
Customer Relations Manager I – Home Retention Services
Bank of America
01.2011 - 01.2015
- Guided customers through mortgage servicing solutions and retention programs, while enhancing overall experience.
- Managed customer relationships and loan servicing, improving retention and satisfaction rates.
- Resolved complex customer issues while ensuring regulatory compliance, maintaining high service integrity.
FIA Card Services & Legacy Assets Mortgage Operations
Fleet Bank / Bank of America
01.1997 - 01.2011
- Enhanced service delivery through contributions to consumer banking, mortgage servicing, and credit operations functions.
- Achieved several awards for exceptional performance and impactful contributions.
- Demonstrated self-motivation by consistently completing tasks without supervision.
- Adapted quickly to fast-paced environments to maintain productivity.
- Worked independently and collaborated with teams to achieve project goals.
Customer Service Manager
Jubilee Grocery Store
01.1995 - 01.1997
- Developed and implemented strategic initiatives that increased revenue across multiple business lines.
- Led cross-functional teams to enhance operational efficiency and improve client satisfaction.
- Mentored junior staff, contributing to their professional development and strengthening overall team performance.
- Streamlined risk assessment processes to maintain compliance with regulatory standards and internal policies.
Education
Associate of Science - General Studies
Erie Community College
WilliamsvilleHigh School Diploma -
Hutchinson Central Technical High School
Buffalo, NYSkills
- Credit management
- Financial analysis
- Risk assessment
- Data analysis
- Banking systems
- Project management
- Workflow improvement
- Operational improvement
- Quality assurance
- Client relations
- Stakeholder relations
- Client communication
- Microsoft Office Suite
- Team development
- Problem solving
Timeline
Assistant Vice President, Credit Support Associate II
Bank of America / Merrill Lynch
01.2015 - Current
Customer Relations Manager I – Home Retention Services
Bank of America
01.2011 - 01.2015
FIA Card Services & Legacy Assets Mortgage Operations
Fleet Bank / Bank of America
01.1997 - 01.2011
Customer Service Manager
Jubilee Grocery Store
01.1995 - 01.1997
Associate of Science - General Studies
Erie Community College
High School Diploma -
Hutchinson Central Technical High School