Veronica Nixon
Sugar Land,TX
Summary
Knowledgeable Relationship Associate with background in managing customer relationships and ensuring client satisfaction. Proven track record of resolving customer issues and enhancing client engagement through effective communication. Demonstrated proficiency in problem-solving and building long-term client relationships. Build and maintain relationships with bankers and internal operational teams, becoming the go-to resource for complex requests, problem escalation, and swift resolution.
Overview
33
33
years of professional experience
Work History
Loan Servicer
Citibank, NA
Houston, TX
09.2020 - Current
- Facilitate client introduction calls to walk through advance, payment and the SOFR process's.
- Address questions, concerns or other issues and supports inquiries from the Relationship Managers, Relationship Associates, Credit Officers, Credit Analysts and Loan Operations partners.
- Primary point of contact for client relationships transactions, questions and assistance on (Bilats & Agented) Loans.
- Confirmation.com Escalations(Audit Confirmations)
- Citidirect Commercial Bank (CDCB) Post-Close Processing Advance and Payment request submitted via Loans Agent Dashboard portal. Entitlement Processes, Electronic delivery, execution and collection of appropriate documentation via DocHub portal. Granting of entitlement and access via Client Admin portal and Working with development and technology teams for enhancements and features.
Senior Credit Administrator
Citibank, N.A.
Houston, Texas
07.2010 - 08.2020
- Customer and Internal point of contact for credit servicing, inquiries and processing requests .
- Work with RM's and other Bankers to maintain credit relationships by making sure that credit documents, credit lines and other facilities are processed and setup correctly.
- Manage portfolio consisting of participations, syndications and bi-lateral loans in industries such as GNI, Energy, Healthcare, Agriculture and Approved Elsewhere loans.
- Train and provide guidance to new or existing colleagues.
- Assist with work-flow assignments.
- Responsible for facilitating requests to correct department for processing.
- Back-up support for colleagues in need of assistance or when out.
- Ensures timely completion of all regulatory requirements, compliance training and adherence to Citi's Code of Conduct.
- Managed credit application processes, ensuring compliance with internal policies and regulations.
Relationship Service Officer
Citibank, N.A.
Houston, Texas
09.2003 - 07.2010
- Worked with RM's and business partners to set up KYC for new customer by collecting documentation to send to open up new accounts.
- Handled customer inquiries, complaints and service requests.
- Worked with customers to get them access to Citidirect and Citibusiness Online and recommended other Cash Management products.
- Reviewed daily Overdraft (OLOD) report and contacted clients for deposit and approved as needed or get approval from upper management.
- Processed account to account and wire transfers and ensured that wires were in compliance with MIFT process.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly and processed transactions efficiently while minimizing errors.
Syndications Account Manager
JPMorgan Chase Bank
Houston, Texas
07.2000 - 08.2003
- Processed Loan activity as instructed by client or Agent Bank in accordance with Credit Agreement.
- Contacted Agent Bank on any borrowings, pay downs, rollovers, fees and margin changes.
- Reconciled daily borrowings and payment activity for cash transactions.
- Monitored past due principal, interest, and fees to ensure that loan accounting system balanced daily.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
Loans Documentation Specialist
JPMorgan Chase Bank
Houston, Texas
03.1998 - 07.2000
- Worked with RM on Loan Closings.
- Reviewed deal and worked with customer to get all required entity documents before sending to request documents.
- Contacted Lender, Attorney, or Title Company to coordinate closing with Customer.
- Received executed documents and confirmed bank's security interest has been met and approved loan package and fund loan proceeds as instructed by Lender, Customer, and Title Company, according to federal requirements.
- Booked loan and sent loan package to file vault to create credit file.
New Accounts Representative
Central Bank
Houston, Texas
05.1993 - 02.1998
- Responsible for opening new accounts for customers including checking, savings, CDs, safe deposit boxes.
- Recommended products and services to prospective or existing customers.
- Point of contact to answer questions regarding interest rate, fees and bank policies.
- Processed account to account transfers if needed.
Education
High School Diploma -
Jack Yates Senior High School
Houston, TexasSkills
- Problem-solver
- Customer Service
- Time Management
- Adapts to change
- Strong communication skills
- Client relationship building
- Teamwork and collaboration
Timeline
Loan Servicer
Citibank, NA
09.2020 - Current
Senior Credit Administrator
Citibank, N.A.
07.2010 - 08.2020
Relationship Service Officer
Citibank, N.A.
09.2003 - 07.2010
Syndications Account Manager
JPMorgan Chase Bank
07.2000 - 08.2003
Loans Documentation Specialist
JPMorgan Chase Bank
03.1998 - 07.2000
New Accounts Representative
Central Bank
05.1993 - 02.1998
High School Diploma -
Jack Yates Senior High School