Vicky Jean-Ali

• Conducted risk assessments for business units, identifying and mitigating potential risks to safeguard organizational assets
• Supported issue management initiatives, reducing risk exposure through timely remediation and cross-functional collaboration
• Supported regulatory audits, ensuring 100% compliance with federal and state guidelines while maintaining seamless operations
• Collaborated with Compliance and Operational Risk Management teams to proactively address emerging risks and enhance control frameworks

• Independently managed a $1B+ Specialty Energy portfolio, delivering personalized client service and implementing innovative solutions to identify and mitigate risks for stakeholders
• Developed and leveraged key relationships with 50+ enterprise-wide stakeholders to drive cross-functional collaboration and advocate for client needs
• Acted as primary liaison between Energy Banking Partners, ensuring accurate and timely execution of depository and loan transactions
• Played a key role as a Subject Matter Expert (SME) in a process improvement project, reducing risk exposure and enhancing monitoring capabilities
• Designed and implemented a feedback form to collect data on process efficiency, document retention, and intake form submission during the pilot phase
• Coached and influenced peers to adopt the new risk mitigation process, achieving 100% compliance within the first quarter
• Conducted risk consulting during client onboarding, ensuring adherence to regulatory guidelines and minimizing compliance risks
• Assisted the Commercial Service Manager (CSM) in reviewing prime events, confirming control attributes, and identifying risks/gaps to strengthen operational frameworks
• Led outreach efforts to collect missing signed documents (e.g., Authorization & Agreements for Treasury Services), improving documentation accuracy by 30%
• Served as SME for the Annual Governance Process, ensuring 100% accuracy and compliance in process documentation

• Delivered exceptional client service to large commercial clients with complex, multi-faceted account relationships, ensuring seamless banking experiences and high satisfaction
• Owned the end-to-end client experience, providing detailed follow-through and resolving issues within target turnaround times and quality levels
• Addressed client complaints and issues by driving root cause analysis and implementing sustainable, repeatable solutions to prevent recurrence
• Became an expert in Capital One's credit, deposit, and treasury management products, proactively resolving client needs and enhancing satisfaction
• Collaborated cross-functionally to analyze and resolve complex client issues, advocating for client needs with internal stakeholders
• Represented Client Solutions with internal partners and clients, leveraging subject matter expertise and sound judgment to drive results

• Provided top-tier client service to large commercial clients with complex, multi-faceted account relationships, ensuring seamless banking operations and exceptional satisfaction
• Managed the end-to-end client experience, delivering detailed follow-through and resolving issues within established turnaround times and quality standards
• Contributed to team goals, challenged assumptions, and elevated team performance through proactive collaboration and feedback
• Developed and delivered innovative solutions to recover from service failures, consistently delighting clients and exceeding expectations

- Operated independently and exercised professional judgment to make decisions that enhanced the client experience and drove positive outcomes.
- Built and maintained a high level of credibility with clients and business partners, fostering trust and long-term relationships.
- Delivered a best-in-class client experience by managing internal and external expectations and ensuring seamless service delivery.
- Facilitated pre-implementation kickoff and post-sale calls with clients (in-person, via teleconference, or email) to review project requirements, develop action plans, and establish timelines.
- Managed end-to-end implementations as custom client-specific projects, meeting defined SLAs and expediting revenue generation.
- Maintained regular communication with clients and Treasury Management Sales Officers to provide status updates, address issues, and ensure project success.

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Streamlined branch operations for increased efficiency by implementing new processes and procedures.
• Improved customer retention rates by proactively identifying potential issues and offering solutions.
• Identified opportunities for process improvements within the branch, leading to streamlined workflows that resulted in more effective client interactions.