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Operations Project Manager Resume

5.00 Rating

GOAL:

To secure a position with a company that offers career advancement and opportunities to apply knowledge and skills.

SUMMARY:

Bilingual (Spanish), President of Chandler HOLA (Hispanic Organization for Latin Advancement - BofA); management experience in various capacities; self sufficient & goal oriented; regularly top 5 performer in the nation while in credit department; 100% rating by state on all state surveys; previously licensed by Confidential to sell financial insurance products; Project management lead on various projects including federal mortgage programs & outreach events.

EXPERIENCE:

Operations Project Manager

Confidential

Responsibilities:

  • Assisting in the activation of new Housing Finance Authority Hardest Hit Funds programs as required;
  • Own the intake process for participating HFA’s including but not limited to: Rhode Island, Washington D.C, Florida, New Jersey, & Indiana
  • Act as intermediary between HFA’s and internal Confidential departments;
  • Performing monthly reconciliations related to benefits paid by state HFA to BAC on behalf of consumers;
  • Partnering with internal and external departments in the development, improvement, and execution of policies and procedures designed to meet program objectives;
  • Complete unique one-off task and projects as assigned;
  • Assist with tactical development of program design;
  • Manage the analysis of assembled data to define problems including cost/benefit analysis and scope of program;
  • Interact with management outside of operations area including vendors/consultants/senior state management;
  • Oversee BAC Outreach events countrywide to ensure best optimization of programs and resolve escalation issues.

Confidential, Phoenix, AZ

Relationship Administrator

Responsibilities:

  • Meet with Confidential account holders in person via appointments to explore possible solutions with mortgages, lines of credit, auto loans, as well as credit card products;
  • Ensure up to date knowledge with all modification programs in order to counsel homeowners on guidelines;
  • Travel to both banking centers, as well as non-profit agencies to assist both internal and external customers with status questions and escalations;
  • Cover the responsibilities of office coordinator in back up capacity;
  • Learn the details of investors and programs to explain to customers and teammates;
  • Travel to various states to assist with training and to open new Customer Assistance Centers.
  • Act as subject matter expert in training classes for new specialists & managers from CACs across the country;
  • Act as lead associate on various tours of the state of New Mexico, ensuring business runs without issue;
  • Handle escalations from Phoenix CAC customer base to work towards resolution.

Confidential, Phoenix, AZ

ECCR Manager

Responsibilities:

  • Supporting the entire floor for questions about policy & procedures;
  • Updating reports for the site, individual teams, as well as individual associates and send out as appropriate;
  • Facilitate lead training sessions to ensure associates are up to date with departmental changes;
  • Coaching associates on improved business practices to enhance performance in quality & average handle time;
  • Handle escalated calls in an efficient and timely manner for resolution;
  • Conduct security audits at the end of business day to prevent security violations;
  • Over site of additional manager’s team while manager is out of office to ensure standards are met.

Confidential, Phoenix, AZ

Senior Credit Analyst

Responsibilities:

  • Make sound credit decisions based on customer account and credit history information available;
  • Identify signs of financial risk for customers and take appropriate risk as applicable;
  • Ensure customers have appropriate available credit based on demographics;
  • Assist co-workers with credit decisions and procedural questions.
  • Performed at top ten level nationally consistently each month.
  • Handle incoming calls for customers whose debit card has been frozen due to potential fraud risk;
  • Monitor credit card activity to identify potential fraud;
  • Guide customer through proper channels for different fraud types;
  • Coach team members in order to improve quality monitors;

Confidential, Phoenix, AZ

Customer Protection Unit-Fraud Analyst

Responsibilities:

  • Review Credit Card applications for possible fraud signs;
  • Contact applicants to obtain personal information necessary to make credit decisions;
  • Handle incoming calls for applicants checking status of application

Confidential, Phoenix, AZ

Commercial Real Estate Officer

Responsibilities:

  • Contact customers as necessary to verify or obtain information;
  • Attend weekly meetings to conform with policy and law changes;
  • Cross-sell external customers on additional commercial real estate products;
  • Assist in processing the closing of commercial real estate property;
  • Back up sales assistance scenario line when necessary;

Confidential, Phoenix, AZ

Sales Assistance Consultant

Responsibilities:

  • Support the sales efforts of various channels including mortgage brokers, business relationship; managers, retail bankers, HMC’s, and other business banking personnel in selling Confidential products;
  • Act as primary resource for brokers and bankers for loan scenarios as well as product and process questions;
  • Maintain tracking database regarding calls, purpose and outcomes;
  • Sell Confidential product to potential internal and external customers;
  • Attend training sessions and review bulletins to ensure current knowledge of policies and procedures;
  • Worked to resolve field escalation issues.

Confidential, Phoenix, AZ

Private Client Assistant

Responsibilities:

  • Contact 100% of Phoenix market High Value customer base to ensure service was satisfactory, as well as provide recommendations for new products;
  • Complete all unfunded reports for Phoenix market branches, and forward to managers for resolution;
  • Coaching of new bankers to ensure positive customer experiences when contacting lead lists;
  • Support Phoenix Market branches as banker when short staffed and complete loan signings ensuring customer convenience and satisfaction.

Confidential, Phoenix, AZ

Personal Banker

Responsibilities:

  • Provide exceptional customer service to branch patrons on daily basis;
  • Achieve sales goals by promoting products and services;
  • Maintain contact with loan servicing hub and customer to ensure applications close;
  • Participate in sales campaigns and programs;
  • Perform account maintenance when necessary;
  • Identify possible fraud or loss issues and report to proper channels;
  • Meet and exceed scorecard evaluation.

Confidential, Phoenix, AZ

Home Equity Pre-Processor

Responsibilities:

  • Verify equity applications, ensuring they meet company criteria;
  • Identify missing documents and request them from the source;
  • Maintain working relationship with branches and customers depending on product and state;
  • Send appropriate steps and disclosures to customers depending on product and state;
  • Assist in handling in-coming financial documents and route them to proper department for funding purposes.

Confidential, Phoenix, AZ

Correspondence Representative

Responsibilities:

  • Ensure that pending application loans lines of credit) close in a timely manner;
  • Follow pending loans throughout various stages;
  • Maintain working relationship with branches and customers to ensure loan closes;
  • Process system outage requests;
  • Identify and coach other staff on paperwork errors
  • Maintain multiple logs for tracking purposes.

Confidential, Phoenix, AZ

Operations Specialist Manager

Responsibilities:

  • Supervise Team of 15-20 employees while supporting entire call center;
  • Assist escalated callers with service or sales concerns;
  • Promote sales by contests, campaigns, coaching, etc.
  • Coach bankers with performance issues that lead to success;
  • Implement new procedures and ensure its success;
  • Assist with Navigational and Procedural Questions;
  • Conduct Quality Assurance evaluations for bankers

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