donnabullen@live.co.

uk • 07790 057789
Donna Bullen LinkedIn • London, UK

Results-driven and accomplished professional with 20+ years experience in Credit and Risk Management, Banking
Operations and Account Management, client customer service, loan administration and mortgage underwriting. Proven
success in identifying client’s financial requirements, resolving complaints, and delivering quality services to achieve
customers’ satisfaction. Recognised for developing, maintaining, and strengthening trustworthy relationships at all
levels. Ability to assist senior management regarding banking products and address best ways to handle specific
banking operations.

Areas of Expertise

♦ Accounts Management ♦ Client Care & Retention ♦ Financial Management

♦ Communication & Interpersonal ♦ Credit & Risk Management ♦ Credit Rationing
Skills ♦ Stakeholder Engagement ♦ Strategic Planning & Analysis
♦ Customer Relationship
Management

Professional Experience

Investec Bank Plc, London February 2001 – November 2020

Onboarding Transaction Manager (2019 – November 2020)

Managed HNW client and Intermediary On-boarding for all products, including banking, savings, and lending. Displayed
exceptional customer service and communication skills while processing on-boarding requests. Conducted detailed
analysis of applicant documentation to identify fraudulent application attempts. Handled written communication to clients
in support of applicant account opening documents, including the requirements of KYC, AML, Fraud, and Credit teams.

● Refined service delivery in close coordination with colleagues across the Private Bank, resulting in improving
customer loyalty and bank image in the community.
● Recognised for key attention to detail, managing HNW client and intermediary on-boarding, including all anti-
money laundering and financial crime checks.
● Developed relationships with Bank panel valuers and solicitors.
● Coordinated with other UK financial institutions and third parties for potential fraud enquiries and investigations.

Bank Legal Assistant (2018 - 2019)

Kept abreast of legislative requirements, supporting the legal team. Analysed credit sanctions to draft and prepare
mortgage illustrations, Agreement in Principle letters, instructions to proceed and other supporting documents in the
mortgages and portfolio lending space. Established collaborative relations with Bank solicitors and valuers.

● Ensured the completeness and accuracy of client information through excellent administrative support.
● Maintained and developed relationships with Bank Legal, Private Bankers, and Private Client Operations.

Structured Property Finance Consultant / Property Asset Management (2014 - 2018)

Worked with Structured Property Finance Consultants and supported in day-to-day activities. Contributed to the
origination and maintenance of property lending opportunities in the HNW residential and commercial property markets.
Oversaw and monitored development drawdowns for development loans requiring staged payments and prepared
documentation authorising payments. Monitored a property asset portfolio and private rental sector loans. Conducted
annual reviews of the portfolio for clients as well as addressed day-to-day client queries. Held accountable for weekly
arrears as well as financial and insurance monitoring.

● Facilitated in accurate decision-making process by formulating relevant credit applications and presenting
transactions to the Bank’s Credit Committee for credit approval. .

Covenant & Collateral Monitoring (2013 - 2014)

Responsible for the collation and management of all security covenants and ongoing security. Reviewed all security
documentation and captured security and financial information onto new banking system.
 Collated and managed all continuous obligations, and all covenants for security and financial purposes.
 Conducted a periodic reconciliation of security held by the bank.
 Controlled the release process for all security arrangements.

Private Client Lending Internal Banker (2009 - 2012)

Supervised existing and new HNW clients’ accounts and arrears, ensuring compliance with the Bank’s standards and
regulatory requirements. Maximised customer satisfaction levels by identifying their needs and presenting suitable
banking solutions. Determined and mitigated potential risks by analysing junior credit applications and communicating
to the Bank’s Credit Committee for final credit approval. Administered wide-range of functions, including formulating
facility letters/documentation, managing new and legacy client accounts/deposit book, delivering quality customer
service, and ensuring compliance with TCF principles as well as FSA requirements.

● Commended by senior management for providing solutions to HNW clients.

● Leveraged strong analytical capabilities and solid banking exposure, creating all new client proposals, client
take-on documentation and product documentation.

Legal Risk Officer (2001 – 2009)

Managed and coordinated property transactions to completion for HNW commercial and residential investments, and
development finance. Ascertained and mitigated risks by communicating and coordinating with the Bank’s Credit
Committee. Ensured the Bank’s facility agreements were fulfilled in a timely manner. Prepared the Banks facility letters
and documentation in line with the Credit Committee requirements, while ensuring appropriate ‘conditions precedent’
and special conditions were documented and met.. Served as a custodian of the Banks security, including taking and
releasing security where appropriate.

● Responsible for liasing with the Banks solicitors in relation to the certificate of title.
● Reviewing and providing feedback on valuation reports in line with Credit approval.
● Reviewing Quantity Surveyors reports for development facilities up to £15m and provided necessary approval
from drawdown on funds.
● Held accountable for completion and drawdown of funds on completion.

Additional Experience as Financial Services Administrator, H.E. Howe and Mortgage Underwriter at Woolwich /
Barclays Bank.

Education
B.A Hons in Sociology, University of Greenwich, London.
3 A Levels, St Marys RC High School, Blackpool.
7 GCSEs, Cardinal Allen RC High School, Fleetwood.

Technical proficiency: Microsoft Office (Word, Excel Outlook).