Tonja Rigoni Email & Phone Number

Greater Grand Rapids, Michigan Area

111 Lyon Street, Grand Rapids, Mi 49501

Responsible for the leadership of a Commercial Client Advisor (CA) support team covering the Western and Northern Michigan regions of our commercial business footprint. Leadership involves daily opportunities to coach and guide individuals while providing excellent customer service to the organizations top revenue generating clients. Responsible for delivering best practice consultations, training, and coaching to new and existing Client Advisors to ensure the achievement of defined corporate and department goals. Accountable for mitigating risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Engaging values by doing the right thing for customers and colleagues, and ensuring that actions and behaviors drive a positive customer experience. Always operating within the Bank's risk appetite, achieving resultsby consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Greater Grand Rapids, Michigan Area

Old National Bank acquired Founders Bank & Trust. Along with it transferred my position in information technology. Responsibilities changed slightly with the merger including my immediate participation with ongoing IT projects related to recently acquired banks among the Old National Bank footprint. One major focus included the design and deployment of the organizations enterprise’s web interface, collaboration/social and imaging platforms, including SharePoint, Yammer and Nautilus. As an Enterprise Content Management Solutions Analyst I also assisted in the design, configuration, build, and daily support of these systems to support & engage internal business partners with solving business problems. My passion to continuously improve the user experience and enterprise efficiency and work to turn ideas into deliverables and valuable business solutions helped me remain successful in this position.

Greater Grand Rapids, Michigan Area

The Operations System Coordinator was designed as a support position within IT & back office banking Operations for Founders Bank & Trust. The primary responsibliites included support of various systems and coordination between lines of business throughout the organization. A broader scope of responsibilities included but was not limited to system support & training, document image system maintenance, management & trainig, organization wide risk mitigation, vendor management, business continuity & emergency response planning, review of retail transactions for fraudulent acitivy as well as serve as the main customer service contact for information technology component issues of merchant capture, remote deposit capture, mobile deposit capture and cash management. The scope of this position offered a wide range of exposure to all areas of the bank including Compliance & Risk, Asset Recovery & Protection, Retail, HR, Trust, Accounting, Lending, IT and Operations. As well as monthly interaction with board members.

Greater Grand Rapids, Michigan Area

Managed teams responsible for daily processing of original commercial post loan closing documentation, collateral perfection, servicing and long term safekeeping. Responsible for collateral risk management for the North and West regions of the organizations commercial loan business.Department responsibilites included monitoring KPI and KRI reports. Annual budgeting, staff performance & staff management, review writing, employee development & engagement, procedure writing & risk assessment. Team size included 24 direct reports with 2 team leaders.Daily responsibilities included overseeing day to day operations & prodcution onshore for commercial post closing review functions. Additional responsibilities of overseeing the daily work of an outsourced team offshore (India) to monitor performance, quality and risk related to daily processing of commercial collateral records input on the banks core system. • Managing, coaching, mentoring and develping staff in both large and small work groups, locally and offshore with team leads to support team size and delegation of duties or responsibilities.• Development of standard procedures, working in tandem with counterpart operations maangers. Reviewing & assessing from time to time to ensure validity and accuracy within fast paced, frequently changing financial environment.• Implementation of processes or procedures as well as championing change when necessary to keep up with economic change and development within industry or to align with strategic organizational goals.• Interpreting policy to ensure standards were being met or exceeded organization wide. * Communication between business partners to ensure policies and procedures were understood and adhered to consistently with counterpart operations teams.

Managed commercial funding desk staff and processing functions supporting the greater West Michigan commercial business with 6 team members in 3 outlying locations.Assisted with development & rollout of loan funding operations for implementation of new team and commercial support positions. Supported approximately 45 internal partners through process change and transition to new roles. Partnered with sales staff to ensure customer needs were met through loan fulfillment end-to-end processing. Communication, trust and strength in relationships was key to the success of this organization change period!

Greater Grand Rapids, Michigan Area

Managed staff responsible for daily processing including creation, quality review & distribution of loan documentation supporting the North & West regions of the organizations commercial business. Established production expectations and assisted quality team in improving processing requirements from 97% to 99% within a centralized environment. Streamlined processing by combining role responsibilities, reviewing the voice of the customer and evaluating efficiency. Repsonbile for annual budget review, Key Performance review and staffing analysis.

Grand Rapids

Worked with internal sales partners to create documents as required to secure commercial loans. Strong ability to perform at an exceptional level in a fast paced, aggressive lending environment. Demonstrated ability to handle multiple responsibilities accurately while exceeding customer expectations for timeliness and quality.

Greater Grand Rapids

Support Executive Management in commercial credit division of organization. Daily responsibilitiesincluded monitoring department reports, creating & distributing credit committee books multiple times weekly, answering multi-line phones, troubleshooting customer care issues. Typing various forms of correspondence. Researching and responding to commercial customer account inquiries by telephone, fax, and US Mail. Schedule and coordinate meetings, appointments, travel, etc. Organize and execute special projects for Corporate Banking and Credit Administration. Multi tasking, communication, and prioritizing exercised on a daily basis. Professional environment, appearance, demeanor, communication and actions.• Organization skills include administering information to necessary parties, setting priorities for specific stated and popup deadlines, developing work plans and categorizing information based on importance.• Professional communication including written and verbal. Editing to ensure accuracy and understanding by receiving party. Excellent listening skills. • Planning & Servicing including client relations, managing information, gathering data and assessing quality. Responding professionally and promptly and handling complaints with ease.

Business Administration And Management, General

Business Administration, Management And Operations