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Customer Service Administrative Assistant

Henderson, Nevada, United States
May 07, 2019

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Caroline F. Ezpeleta

**** ***** **** ***** *****

Las Vegas, NV 89120



A professional career minded, goal oriented individual with years of banking experience. Knowledge and understanding underwriting, loan analysis, appraisals and financial. Extremely organized and ability to work at diverse atmosphere.

·W O R K E X P E R I E N C E

Sunset Station Casino Nov. 9, 2018 - Present

Accounting Clerk

·Audits all documentation from gaming and non-gaming area for compliance review.

·Consolidates revenue information for preparation of the Daily Manager's report.

·Prepares appropriate spreadsheet and verifies balances to computerized system reports.

Caesars Entertainment Inc. July 2017 – Nov. 8, 2018

Pit Clerk

·Assist table game personnel with all markers (buybacks and transfers), ratings, fills and credits. Obtain new players card by inputting players data into the system and tracking their play.

·Provides exceptional customer service and supports management of confidential player information.

·Performs other duties as assigned.

Philippine Bank of Communication March 2014 – March 2017

Makati, Philippines

Credit Officer/Credit Admin

Home Loans

· Manages Home Loan Sales Marketing Assistants in terms of Productivity in:

·Home Loan Volume

·Acceptable booking rate against turn-ins/applications

·Turnaround time (TAT) in preparation and submission of turn-ins to Credit

·Pre-screens, evaluates and recommends home loan applications

·Assigns and Monitors the following and ensures submission within agreed TAT

·Appraisal Reports

·Field Ocular reports

·Tele-verification reports

·TCT Verification reports

·Reviews and endorses Appraisal, CI and TVR Reports to CI & Appraisal Head

·CTS Due Diligence

·Performs other duties as assigned.

East West Bank Sept. 2011 - March 2014

Makati, Philippines

Mortgage Services Head

·Monitors and directs daily operations of Mortgage Services Dept. to ensure that policies and procedures are being followed, that goals and objectives are met, and that services are being provided efficiently and effectively; takes corrective action as necessary.

·In charge of the sourcing and accreditation of and coordination with Service Providers in all matters related to title verification and annotation of mortgage; Reviews and monitors the performance of the Service Providers to ensure their effectiveness and compliance with service level agreements and provides monthly updates to the Division Head;

·Provides weekly updates to the Mortgage Group on pending title verification and recommends those cases for business decision;

·Coordination with HGC, Loan Operations and Finance on new enrollments

·Coordinates with Mortgage Sales Dept. and service provider in the procurement of Mortgage Redemption Insurance (MRI).

·Ensures timely assignment of requests for title verification

·Ensures timely enrollment of qualified mortgage accounts to other related insurance.

·Directly and indirectly manages behavioral norms, skills, and career development of Mortgage Services Dept. through skill level assessment, staff-job skill gap and need analysis and development, performance appraisal/behavior management, and staff right placing as aligned with Consumer Lending business objectives and EWB Behavioral Norms Manifesto.

·Checks, reviews, analyzes and approves various MIS/reports/schedules/request for payments/SOPs/contracts/ and all other related documents.

·Post Sales - Processing of client request and handling of complaints referred by Customer Service, the branches and calls directly from clients.

Sterling Bank of Asia April 2009- Sept. 2011

Pasig, Philippines

Credit Evaluation & Approval Officer

·Pre screen and evaluate home loan applications based on data gathered thru submitted documents substantiated by CI reports. Conducts research thru phone, internet of news clippings.

·To execute authority to recommend and/or reject accounts based on preliminary findings.

·Prepares CRAM amendments and revisions on approved applications.

·Coordinates with Home Loan Account officers and marketing assistants as to lacking documents for evaluation.

·Maintains database for approved, rejected and pending home loan applications.

·Enforce credit policies and procedures of the bank.

·Perform other credit tasks as maybe assign.

Wachovia Bank (Formerly World Savings Bank) June 2001- October 2007

San Leandro, CA USA

Underwriter (June 2005 – 2007)

·Review loan-to-value ratio, credit reports and applications. Review borrower’s financial stability to ensure that each loan qualifies and meets bank’s standards.

·Exercise sound underwriting decisions in adherence to bank’s portfolio and/or secondary market guidelines and provides loan analysis support for origination.

·Evaluate overall loan documentation to ensure accuracy, complete documentation prior to approval.

·Enforce underwriting policies and procedures.

·Perform other underwriting functions as assigned

·Loan Closing Specialist (November 2003 - June 2005)

·Assisted loan representatives in the sale of bank’s loan programs by monitoring loan packages from application to funding of loans.

·Prepared loan packages for underwriting and provided customer service interfacing with loan processing.

·Processed and coordinated loan closings with clients and World Saving to meet deadlines.

·Managed the process for re-drawing loan documents and ensured delivery of required documents to title company.

·Follow-up with Title Company to ensure funds are ordered in a timely and efficient manner after documents are signed.

·Processor/LRA (March 2001 – November 2003)

·Audited loan applications for accuracy and completeness by obtaining pertinent reports and information on clients.

·Maintained loan files in accordance with bank’s policies in order to facilitate the communication of the status of loan applications to the appropriate parties.

·Performed other duties as assigned.

International Exchange Bank 1995 – 2001

Manila, Philippines

·Sr. Appraiser

·Performed appraisal of properties mainly real estates, machinery, equipment, and chattel offered as collateral.

·Kept abreast with market trends and other factors that adversely affected the present and future value of properties.

·Reviewed appraisals, credits and background investigation reports of other appraisers in the unit.

·Trained new employees

United Coconut Planters Bank 1990 – 1995

Makati, Philippines

·Administrative Assistant – Special Assets Department

·Performed preliminary analysis of proposals for purchase of bank’s acquired assets to ensure favorable terms and conditions.

·Assisted in the marketing of acquired assets through inquiries and effective negotiations.

·Evaluated settlement proposals and proposals for purchase of acquired assets on the basis of cash outlay, marketability and terms of payment.

·Analyzed financial statement of prospective buyers to determine credibility.

·Provided recommendations and reports on overall profitability of client’s proposal.

·Coordinated and verified with other units on required documentation.

·Assisted in responding to audit results, exceptions of internal audits, Credit review Division and the Central Bank of the Philippines.

·Clerical duties.

Dept. of Labor and Employment 1988 – 1990

·Clerk II – Legal Services Department

·Performed office jobs such as answering phones, filing, data processing, faxing, scanning documents, envelope stuffing, mailing, message delivery, running errands, sorting mails and other task that maybe assigned.


Microsoft Word & Excel

Excellent verbal and oral communication

·E D U C A T I O N A N D T R A I N I N G

Philippine School of Business Administration, Q.C.

University of the Philippines, Diliman Q.C.

Civil Service Eligible - Professional

Boston Reed College, Livermore, CA

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