Customer Service Manager
Resume:
VANESSA BYRD COOPER
*********@***.***
EMPLOYMENT
Sierra Pacific FCU Las Vegas, NV December 2012 - Present
Financial Services Representative - Bilingual Spanish
•Deepening Relationships - Listen and respond to member concerns to uncover new alternatives
and solutions to achieve all of their financial goals.
•Underwriting and Fulfillment - Review loan documents to ensure applicant meets qualifications.
•Quality Assurance - Daily review teller transactions and loan documents to ensure compliance
with company policy and federal law.
•Research - Use internet, various company departments, and government agencies to resolve title
issues to complete loan processing.
Bank of America Las Vegas, NV September 2011 - December 2012
Personal Banker
•Proactively coached staff to recognize sales opportunities and to execute the referral.
•Exceptional influencing skills resulted in consistently meeting and exceeding quarterly sales
quotas.
•Stayed informed of key priorities and business updates resulting in a flawless BCCR audit
performance.
•Prepared closing documents for new mortgage customers.
*Awarded "Employee of the Month"
US Bank Las Vegas, NV April 2010 - September 2011
On-Site Banker II
•Coordinated appointments with financial and loan specialists.
•Set up and ran marketing events in office and off-site.
•Managed the branch temporarily when incumbent manager relocated.
*Top 5% of region in sales 1st Quarter 2011 earning the "Star of Excellence" Award
Bank of America Getzville, NY November 2005 - February 2010
Loss Mitigation Negotiator & Home Loan Specialist
•Customer Service Call Center - Analyzed individual hardship cases and persuaded clients to
comply with revised payment plans.
•Assisted in the analysis and implementation of departmental policy and procedures.
•Trained associates during departmental restructure when the bank merged with Countrywide
Home Loans.
•Part of a special team selected by my manager to meet the challenges unique to the FHA / VA
Loan Modification department.
*Recognized by my peers and management with the "Bank of America Spirit Medallion"
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