PASTELL JENKINS
Chicago,IL
Summary
Performance-driven Vice President with 17 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
17
17
years of professional experience
Work History
Vice President of Operations
JPMorgan Chase, JPMorgan Chase & Co
Chicago, IL
09.2021 - Current
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Identified and solved issues with production, workforce and material sourcing to drive business objectives.
- Resolved issues and recommended actions based on production and compliance reports.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Supported Executive Team in reviewing, identifying and prioritizing strategic initiatives.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Led operational team in creation, roll out and management of new product lines.
- Applied excellent problem-solving, process development and strategic implementation skills to lead and support all areas of operations.
Loan Servicing Manager II
JPMorgan Chase, JPMorgan Chase & Co
04.2019 - 08.2021
- Resolved escalated customer issues and boosted retention
- Oversaw high-volume accounting operations with [40-person team focused on efficient budget administration, AP/AR and other financial management needs.
- Validated existing accounting management and reporting systems to assess quality and conformance, identify problems and implement corrective actions.
- Identified improvement changes regarding key processes for internal controls and accounting procedures.
- Developed strategic plans for day-to-day financial operations.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
Service Lead Associate
JPMorgan Chase Bank N.A
CHICAGO, IL
07.2015 - 04.2019
- Responsible for End to End deal servicing; from time of closing and including termination of syndicated loans ranging from 100MM TO 2B+
- Process sensitive & complex agented and non-agented , foreign currency, special credits , real estate ,Corporate
- Lient and Private Banking deals on the Loan IQ system
- Process complex product options, Banker Acceptances, Letter Of Credits, overdrafts, swingline
- Responsible for daily funds movement using IMT, Fed Funds, ACH & GL transactions
- Exceptional customer service skills-customer contact focuses on high volume or unique activities requiring interaction with multiple clients, lenders, agent banks and internal market/credit partners & resources
- Responsible for minimizing credit and business risk through awareness of procedure, compliance, and bank policy
- Think strategically and tactically to design process improvement ideas with the flexibility to adjust to new innovations, regulations, and priorities
- Partner with managers to implement
- Manage and develop staff
- Participate in system testing and global initiatives
- Provide ongoing assistance to team members on a daily basis
- Procedures - Assist with the creation and updates of departmental procedures
- Determining new/revised work techniques and process improvements, special project as assigned
- Systems testing – writing test scripts, testing enhancements, testing fixes, user checkouts
- Issue resolution and escalation handling - ensuring client complaints are reported and logged, maintaining sensitive clients listings, following up with clients or market partners on escalations/issues, summarizing key escalations for use in risk event write ups or CB Controls escalation write ups, presenting on risk event calls as needed
- Directly influence and communicate the operational feasibility of negotiated deal terms, independently interpreted from a Credit Agreement, to upstream partners in the Business and Middle Office
- Provided detailed monthly departmental reports and updates to senior management
- Trained 30+ new employees each quarter in procedures and policies in order to maximize team performance
- Subject Matter Expert( SME)
Branch Manager
JPMorgan Chase Bank N.A
Chicago, IL
01.2012 - 01.2015
- Trained new team members on applying due diligence procedures and regulatory mandates
- Audited and documented all processes and procedures for the new accounts department
- Oversaw a branch team consisting of 7 customer service representatives and 6 personal bankers
- Received superior customer service satisfaction scores for 4 consecutive quarters
- Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA
- Atriot Act, Privacy Act and Community Reinvestment Act
- Maintained confidentiality of bank records and client information
- Maintained friendly and professional customer interactions
- Assigned tasks to associates, staffed projects, tracked progress and updated managers, partners and clients as necessary
Business Banking Officer
JPMorgan Chase Bank N.A
Chicago, IL
01.2009 - 01.2012
- Contacted potential clients to pursue sales and gather funds
- Gathered data and built financial models around key metrics
- Collaborated with the compliance department to eliminate procedural errors and margin breaks
- Handled various accounting transactions
- Assessed clients' financial situations to develop strategic financial planning solutions
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit
- Led and educated investment team on customer relationship management techniques
- Scheduled staffing for the main branch
- Trained and directed 10 new hires during department orientations
- Processed exchange and foreign currency
- Maintained friendly and professional customer interactions
SENIOR PERSONAL BANKER
JPMorgan Chase Bank N.A
Chicago, IL
01.2007 - 01.2009
- Responded to customer requests via telephone and email
- Developed new process for employee evaluation which resulted in marked performance improvements
- Researched and updated all required materials needed for firm and partners
- Verified data integrity and accuracy
- Established rapport with new clients to increase satisfaction and loyalty
- Created innovative financial solutions to meet customer needs and provide competitive edge
- Promoted all financial products by maintaining excellent service offering knowledge
- Achieved consistent recognition as a top sales performer
- Developed top-performing teams, leading to increased branch efficiency and positive customer feedback
Education
Accounting
Fields Lab School
Macomb, IL01.2004
Skills
- Team Leadership
- Training Management
- Sales Tracking
- Recruitment and Hiring
- Focus and Follow-Through
- Decision Making
- Customer Service Management
- Problem Anticipation and Resolution
- Employee Motivation
- Quality Assurance
- Customer Relations
- Verbal and Written Communication
- Content Workflow
- Presentation Development and Delivery
Timeline
Vice President of Operations
JPMorgan Chase, JPMorgan Chase & Co
09.2021 - Current
Loan Servicing Manager II
JPMorgan Chase, JPMorgan Chase & Co
04.2019 - 08.2021
Service Lead Associate
JPMorgan Chase Bank N.A
07.2015 - 04.2019
Branch Manager
JPMorgan Chase Bank N.A
01.2012 - 01.2015
Business Banking Officer
JPMorgan Chase Bank N.A
01.2009 - 01.2012
SENIOR PERSONAL BANKER
JPMorgan Chase Bank N.A
01.2007 - 01.2009
Accounting
Fields Lab School
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