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