Jennifer Dawne Heyliger
Basseterre,St. Kitts
Summary
Customer-focused professional with over 35 years of experience in the financial sector, recognized for delivering exceptional service to customers and members. Proven track record in training and guiding teams to enhance operational efficiency and customer satisfaction. Core competencies include stakeholder engagement, strategic problem-solving, and effective communication. Committed to leveraging extensive expertise to drive continued success in client relations.
Overview
48
48
years of professional experience
Work History
The Police Co-operative Credit Union
Basseterre, St. Kitts
01.2022 - Current
- Revamped the loan process for better efficiencies
- Created a fillable PDF Loan application to improve method previously utilized method of handwriting applications
- Authored Credit Risk & Loan Policy document for the institution
- Authored a Delinquency & Collections Policy
- Provided training to staff and the Credit Committee on the new policies and processes
- Created reports for the General Manager to increase awareness of the production and portfolio
- Provided training on the completion of quarterly reports for the Regulators
- Created forms to assist in the management of the lending department
- Oversaw the input of all securities held by the institution
- Created a system to follow-up on security sent to solicitors and the monthly follow up of insurances becoming due and past due
Communal Co-operative Credit Union Ltd.
, Grenada
01.2021 - Current
- Collaborated in the formulation of Credit Risk Management Policy.
- Contributed to the creation of effective delinquency management protocols.
- Designed a comprehensive profile to guide lenders in evaluating credit risk and determining optimal lending parameters.
- Conducted training sessions for Lending team, Management, Credit Committee and Board of Directors on policies.
- Contributed to the roll-out of new lender guidelines, employing SMART goal methodology according to job roles.
Credit Manager
First Federal Co-operative Credit Union Ltd.
01.2015 - 01.2022
- Grew the loan portfolio significantly from roughly $17 million to approximately $65 million within same timeframe.
- Achieved a reduction in delinquency from 24.2% to 4.03%.
- Oversaw appointment of Board members through Chairing the Nominating Committee for years 2016 & 2017.
- Played a key role in procuring an updated OS for the organization as part of a three-member team.
Branch Manager
RBC & RBTT
Basseterre, St. Kitts
01.2012 - 01.2015
- Coordinated closure operations of RBTT St Kitts after RBC purchase.
- Systematically created customer profiles and assigned corresponding products.
- Led a regional team while working closely with RBC Canada.
- Led efforts to enhance branch lending with a strong emphasis on mortgage, land, and vehicle finance expansion.
Branch Manager
RBC
St. Lucia
01.2010 - 01.2012
- Managed staff morale to ensure high performance.
- Analyzed competitors and market trends to facilitate business growth.
- Resolved escalated customer complaints in a timely manner.
- Provided feedback on employee performance evaluations conducted by supervisors.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
- Coordinated promotional campaigns for new products or services in order to boost sales revenue.
- Participated in community events to promote brand awareness.
- Represented the institution at Rotary Club as well as Bankers Association meetings
Credit Manager
RBC
Basseterre, St. Kitts
01.2005 - 01.2010
- Led the Consumer Lending Department to increased profitability over the period with a decrease in delinquency
- Regional coordinator for loan teams in the EC Area reporting directly to the VP-EC Area
- Collaborated with EC lenders to create loan campaigns and related targets for each territory.
- Conducted periodic reviews of existing clients to adjust credit limits and terms as necessary.
- Evaluated and approved credit applications based on thorough financial analysis and risk assessment.
Various Roles
01.1977 - 01.2005
- Performed in many roles during that period including, Lending Officer, Relief Officer, which required performance in many roles within the institution, allowing for in depth knowledge of organizational processes
Education
Some College (No Degree) - Financial Management
Nippising University
OnlineCertification - Strategic Leadership & Management Specialization
Coursera
OnlineAssociate of The Institute of Canadian Bankers -
Canadian Bankers Association
OnlineTrainer of Regional Lenders - Credit Risk Management
RBC Royal Bank
CanadaSkills
- Detail-Oriented Approach
- Networking and Relationship Development
- Business-Oriented Excel Skills
- Analytical and critical thinking
- Effective Communication
Personal Information
Nationality: Kittitian
Activities
- Chairperson, Eastern Caribbean Institute of Banking (ECIB) 01/01/04 - 12/31/04
- Facilitator, YES Program, ECIB, 01/01/06 - 12/31/10
- Facilitator, Savings & Investment Course, ECCB, 01/01/10 - 12/31/18
- Facilitator, Small Business Course, ECCB, 01/01/15 - 12/31/16
- Presenter, Entrepreneurs Guidance Seminar - 01/01/18
- Presenter, Annual Financial Literacy Month 01/01/10 - 12/31/18
- Presenter, Financial Health during the Pandemic, 01/01/20
- Panelist for Credit Union Week Annual Radio Programs
- Presented to Members at Special General Meeting of the PCCU on the Role of members and benefits of membership including loan products offered
References
References available upon request.
Timeline
The Police Co-operative Credit Union
01.2022 - Current
Communal Co-operative Credit Union Ltd.
01.2021 - Current
Credit Manager
First Federal Co-operative Credit Union Ltd.
01.2015 - 01.2022
Branch Manager
RBC & RBTT
01.2012 - 01.2015
Branch Manager
RBC
01.2010 - 01.2012
Credit Manager
RBC
01.2005 - 01.2010
Various Roles
01.1977 - 01.2005
Some College (No Degree) - Financial Management
Nippising University
Certification - Strategic Leadership & Management Specialization
Coursera
Associate of The Institute of Canadian Bankers -
Canadian Bankers Association
Trainer of Regional Lenders - Credit Risk Management
RBC Royal Bank
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