Account Manager Customer Service

TERESA D RITCHEY

Oak Forest, IL ***** 708-***-****

***************@***.***

SENIOR ACCOUNT MANAGER

Dedicated professional with extensive experience in the banking industry. Well-versed in providing quality customer service and building strong client relationships. Adept at developing account management strategies, coordinating internal teams to deliver prompt solutions that meet the client’s needs, and identifying opportunities to grow new and existing accounts. Bilingual in Spanish and English. CORE COMPETENCIES

Leadership Team Management Quality Customer Service Project Management Relationship Building Skills Strong Presentation Skills EXPERIENCE

NORTHERN TRUST CO, Chicago, Il 2001 - 2024

Senior Account Manager/2nd Vice President

Acted initial contact for complex client/partner inquiries for banking products/services. Assisted with creating and implementing complex banking solutions for new/existing WM clients.

• Assisted bankers with internal administration of accounts, business development/client presentations including due diligence at the onset of a credit opportunity, which includes gathering financial statements, industry research, basic feasibility analysis/other credit information required to assess loan. Acted as liaison with the National Credit Center at inception/throughout the Credit underwriting process.

• Coordinated with Support Team to execute daily client transaction activity/transaction processing including fees, payments/borrowing; handled inquiry resolution; obtained appropriate documentation necessary for credit underwriting, monitoring and credit file maintenance; requested/ensured systems information is up- to-date; execution of client servicing events, communicating with clients/other internal/external partners.

• Coordinated with the Client Support Team on deposit related transaction processing including account opening, exception clearing, overdrafts, etc.

• Oversaw the development of appropriate action plans for client servicing and coordinates with other team members across disciplines to ensure execution/follow-up.

• Acted as a resource for the relationship servicing team for highly complex WM relationships.

• Developed clear understanding of clients' needs behind service requests and communicates to service partners. Obtained appropriate information from partners/clients to facilitate service changes.

• Identifies service efficiency enhancements, process improvements, and service delivery.

• Communicated with clients regularly to inform them of account set-up or status, past due loans, document requests or other information.

• Developed and maintained working knowledge of loan agreements, financial statements/other documentation required to monitor client relationships. Loan Operation Senior Analyst

Focused on resolution of complex transactions, where expertise is required to interpret policies, guidelines and/ or processes. Full ownership for one or more processes, reports and/or procedures. Analytically and procedurally competent, representing the team on cross-function process or project deliverables.

• Emerged as an expert in a specific skill set but remains focused primarily on daily execution.

• May be in the final stages of studying for relevant professional qualification or accreditation.

• Processed all the Loan Boardings and have trained Bangalore on all our processes in Retail. Teresa D Ritchey ***************@***.*** Page 2

PFS Banking Support Services

Responsible for servicing clients and partners by responding to inquiries about the bank's products and services. Researches and resolves inquiries and communicates resolution to appropriate parties. Assisted in navigational issues and sign on inquiries as it pertains to the Online Banking Service and connecting to financial software i.e Quicken and Quickbooks.

• Supported the Banking Liaison Support Team in completing Inter-Bank Transactions and inquiries regarding Internal Systems utilized by the partners.

Sr. Reconciler

Served as the Controller of various General Ledgers defines outstanding entries resulting from reconciliation activities. Investigates outages and communicates with partner areas for resolution of such outages. ADDITIONAL RELEVANT EXPERIENCE

LIBERTY FEDERAL BANK/CHARTER ONE, Hinsdale, Il

Retail Banking Manager

COLE TAYLOR BANK, Chicago, Il

Statement Prep Clerk

EDUCATION

University Of Chicago

Cybersecurity

2024

CERTIFICATIONS

Cyber Security Certification

Microsoft Security System Administration

Computer Networking Fundamentals

LANGUAGES

Speak and read Spanish

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