NORMA DARIAS

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

Miami, Florida 33174

Cell: 786-***-****

acqjfb@r.postjobfree.com

SUMMARY

Analytical and result driven Customer Relations Specialist with extensive banking experience

including Customer Service, Mortgage/Installment Loans Operations and Finance Department.

Possess interpersonal skills necessary to relate and empathize with diversity group of professionals.

Possesses excellent facilitation, negotiation and communication skills. Bilingual (Spanish &

English)

Creative Problem Solver Team Player

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Conflict Resolution Diligent Work Ethic

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Customer Oriented Excellent Organization Skills

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AWARD / RECOGNITIONS

Received recognition award for volunteering as The Disability Coordinator

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Awarded multiple certificates for Contribution to Many Bank Conversion Projects

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PROFESSIONAL EXPERIENCE

ADECCO - BANK OF AMERICA, Miami, Florida 10/ 2014 – 3/2015

(The second nation’s largest commercial banking organizations in the United States. Bank of

America is an Equal Housing Lender.)

OFAC Remediation Ambassador

• Warmly welcome customers to Bank of America.

• Verifying the identity of the customers (KYC) to prevent identity theft, financial fraud, money

laundering and terrorist financing.

• Assist customers with OFAC Remediation requests promptly and efficiently.

• Reduced customer complains by 50% by making it simple for customers to understand why we

need to comply with OFAC regulations.

• Review the documentation provided by the customer to meet compliance regulations.

• Make photocopies of the documents and place them in the designated secured location.

• Thank the customer for choosing Bank of America.

BAYVIEW LOAN SERVICING, Coral Gables, Florida 12/2008 – 9/2014

(Mortgage Loan Servicing, LLC is recognized nationally as a premier servicer of both residential

and small balance commercial mortgage loans)

Customer Relations

Motivating and coaching to ensure that all operational and productivity standards were met or

exceeded and that high level service relationships are being maintained with customers.

NORMA DARIAS Page Two

Bayview Loan Servicing, continued.

• Monitoring operational and productivity standards and coaching for improved performance.

• Answer questions from customer relations representatives regarding policies and procedures.

• Assisting walk-in customers.

• Process payments via the Western Union System.

• Data entry contact information changes.

• Imaged important documents.

EDUCATION

Associate in Arts (A.A), Miami Dade Community College, Miami, FL

Certified Banker - SunTrust University, Miami, FL

COMPUTER SKILLS

Microsoft (MS) Office: MS Word • MS Excel • MS Outlook • MS PowerPoint ADP • Monet •

Centerview (Avaya) • Verint • Quality Monitoring (Avaya) • Western Union Speedpay

Contact this candidate