Customer Service Sales Staff
Resume:
Robert Anthony Montoya
*** ******* **** *****, **** 104, Simi Valley, CA 93065
******.*******.***@*****.***
PROFILE SUMMARY
Customer Service professional with over twenty years of experience in mortgage loan servicing, retail banking security operations services, commercial real estate and consumer loan originations. Enjoyed a variety of self-satisfaction brought by solving difficult challenges for internal and external clients. Strive to achieve professional relationships with internal and external customer's to create a positive memorable customer experience. Stimulated by ferreting out potential systems defects to improve processes. Received numerous written commendations and awards from executive management and clientele.
WORK EXPERIENCE
Parental Caregiver June 2014 – Current
Served as full-time care provider for chronically ill parent. Kept current on computer skills (mastering Access, Excel, and PowerPoint).
Bank of America Home Loans Simi Valley, CA
Home Loan Servicing December 2007 – June 2014
Sr. Customer Service Specialist II
•More than 6 years successful experience in customer service and specialized second level teams. Recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to assure customer satisfaction.
•Possess solid computer skills and excellent working knowledge using both IBM systems, Microsoft Excel, Microsoft Word, Share Point, IBM AS400/iSeries and multiple mainframe-based applications.
•Participated in the training, motivating and supervising customer service employees.
•A team player, acknowledged as “Total Quality Customer Service Professional.”
•Maintained high standards in quality control and customer satisfaction goals, constantly seeking new ways to improve the customer's experience.
•Worked in Customer Loan Servicing, Imminent Default Prevention Team, Short Sale Support Team, Tax, Escrow and Insurance Specialty Team, Privacy Breach Response Team, Policy and Procedures Rewrite Team, and assisted in supervising and training customer service employees.
Washington Mutual Bank Chatsworth, CA
SOS Help Desk Specialist II February 2004 – November 2007
Security Alarm Monitor and Emergency Response Call Center
•Provide emergency security support to Financial Centers and ATMs throughout the United States.
•Inform, direct and instruct Financial Center staff on appropriate steps to take during robberies, bomb threats, earthquakes, extortion/kidnap threats, violence in the workplace and other events that pose possible security risks to the bank, employees and customers.
•Perform follow-up notifications as necessary to Physical Security staff, Trauma Consultants, Police and pertinent outside agencies.
Washington Mutual Bank Santa Monica, CA
Loan Consultant Assistant July 1999 – January 2004
•Responsible for working closely with the Loan Consultants to obtain completed commercial loan application packages from borrowers for submission to the centralized processing center.
•Relayed information between parties related to each transaction.
•Reviewed application packages for completeness.
•Assisted borrowers with completion of the bank’s application documents, writing correspondence to borrowers or related parties.
•Assisted Loan Consultants with pipeline tracking and management.
Home Savings of America Irwindale, CA
Business Lending Underwriting Liaison March 1998 – November 1998
Business Banking Group
•Implemented the Underwriting Liaison Team operations of the Business Lending Team at its inception.
•Primary contact between Underwriting Department and Sales staff to resolve issues involving pending loan applications.
•Expedited numerous business loan issues for branch personnel.
•Presented field staff with cross-selling ideas and product alternatives for declined loan applications.
•Created loan appeals spreadsheet to track status of pending applications.
•Developed reputation as “Person of Last Resort” for resolution of complex loan issues.
Great Western Bank Chatsworth, CA
Business Banking Group January 1995 – March 1998
Business Lending Underwriting Liaison
•Implemented the Underwriting Liaison Team operations of the Business Lending Team at its inception.
•Primary contact between Underwriting Department and Sales staff to resolve issues involving pending loan applications.
•Expedited and resolved numerous business loan issues for branch personnel.
•Presented field staff with cross-selling ideas and product alternatives for declined loan applications.
•Created loan appeals spreadsheet to track status of pending applications.
•Developed reputation as “Person of Last Resort” for resolution of complex loan issues.
EDUCATIONAL BACKGROUND
Santa Monica City College, Creative Writing major
PROFICIENCY
Microsoft Word, Excel, SharePoint and Power Point, TRW/Experian, Dunn & Bradstreet and Equifax credit reporting systems, Oracle-based application tracking systems, IBM AS400/iSeries, and multiple in-house mainframe applications.
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