KHADIJA JEFFERSON
Bank of America / Merrill Lynch
Cheektowaga,NY
32
years of professional experience
Seasoned banking and financial services professional with 25 years in credit operations, client relationship management, and risk management. Expertise includes managing complex credit portfolios and developing high-value client relationships. Led cross-functional initiatives to enhance operational efficiency and fostered training and mentorship programs. Aiming to leverage extensive skills in credit support, operations, project leadership, and process improvement for organizational advancement.
Work History
Assistant Vice President, Credit Support Associate II
11 Years 6 Months- Supported credit and lending operations for a diverse portfolio of client relationships, enhancing overall client satisfaction.
- Support credit and lending operations for a diverse portfolio of client relationships.
- Partnered with relationship managers, credit officers, underwriting teams, and operational partners to ensure timely credit servicing and effective issue resolution.
- Maintain high standards of accuracy, quality control, and risk management.
- Served as a subject matter expert for internal processes, procedures, and operational workflows.
- Identify opportunities to streamline workflows and improve service delivery.
- Identified and implemented opportunities to streamline workflows, resulting in improved service delivery.
- Trained, mentored, and onboarded new associates, providing guidance on systems, procedures, and performance expectations.
Customer Relations Manager I – Home Retention Services
4 Years- Managed customer relationships and loan servicing to enhance retention and satisfaction.
- Assisted customers in navigating mortgage servicing solutions and retention programs to improve their experience.
- Resolved complex customer issues while ensuring compliance with regulations to maintain service integrity.
FIA Card Services & Legacy Assets Mortgage Operations
14 Years- Contributed to consumer banking, mortgage servicing, and credit operations functions to enhance service delivery.
- Recognized for exceptional performance and contributions with several achievement awards.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Customer Service Manager
2 Years- Led cross-functional teams to enhance operational efficiency and improve client satisfaction.
- Developed and implemented strategic initiatives to drive revenue growth across multiple business lines.
- Streamlined processes for risk assessment, ensuring compliance with regulatory standards and internal policies.
- Mentored junior staff members, fostering professional development and enhancing team performance.
Education
Associate of Science - Mechanical Engineering Technology
High School Diploma
Skills
Credit administration
Bank operations
Client management
Risk management
Process optimization
Employee training
Project leadership
Operational efficiency
Financial review
Quality control
Issue resolution
Stakeholder engagement
Office suite
Microsoft Office Suite
Data reporting
Communication and presentation
Microsoft 365
Adobe Acrobat
Banking platforms
Communication & Presentation Skills
Timeline
Assistant Vice President, Credit Support Associate II
Bank of America / Merrill Lynch
01.2015 - CurrentRead More
Customer Relations Manager I – Home Retention Services
Bank of America
01.2011 - 01.2015Read More
FIA Card Services & Legacy Assets Mortgage Operations
Fleet Bank / Bank of America
01.1997 - 01.2011Read More
Customer Service Manager
Jubilee Grocery Store
01.1995 - 01.1997Read More
Erie Community College
Associate of Science from Mechanical Engineering Technology
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Hutchinson Central Technical High School
High School Diploma
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