MONICA A. MORENO

Linkedin.com/in/monica-moreno-**019b144

ad1w73@r.postjobfree.com

602-***-****

Summary

To achieve a management position that can benefit from my 13+ years of experience within the industry and a drive to increase the organizations profitability by relationship building and solidifying the brand name. Career Highlights and Accomplishments

• Was promoted into the Customer Relations role as an Assistant Manager, making the company the #1 in AZ for 100% completely satisfied surveys by our clients

• My banking career began in 2010 with BofA where I reached 4 million in approved loans in mortgage lending.

• Top Mortgage Processor, where I was top performer and closed deals in as little as 14 days

• Transitioned over to Business Finance, where I focused on Business Development, Business lending, Commercial Lending, Merchant sales

• Assist clients with their lending needs, including Home Equity Lines of Credit, where loan documents where processed and ready for signing in as little as 10 days

• I have been nominated Top 5 Banker for amount of lending apps submitted. Hit the banks yearly goal in the first quarter for Merchant Sales

• 2019 Have closed over 500k in home equity lines of credit, approved and closed. Have the role of First Level Officer, giving me the authority to manage the staff and provide appropriate approvals when required Technical Expertise

Sales Management / QM Leadership Skills / Auditing

Marketing Financial Services New Business Development

Loan / Account Origination MS Office Proficient

Customer Service / Retention Bilingual-Spanish

Risk Management / Operations Staff Training & Development Education

• Bachelor of Science, Applied Management from Grand Canyon University, Phoenix, AZ in 2017

• Associate of Science, Legal Secretary from Lamson Junior College, Tempe, AZ in 2002 Professional Experience

Business Personal Development

June 2022 - Current

• Developed and implemented a comprehensive marketing plan, resulting in a 30% increase in client inquiries and a 20% increase in bookings within the first year.

• Accomplished my Limited Liability Company License, actively in good standing. MUFG Union Bank, Remote, AZ January 2022 – May

2022

Quality Control Support I - Contract

KYC (KNOW YOUR CUSTOMER) Analyst

• Conducted the established testing criteria within the Retail Ban king Remote Review program

• Entered results in central database

• Practiced KYC- (Know Your Customer) Reviewed documentation for new customer accounts, evaluated high-risk accounts and analyzed new customer processes and policies

• KYC is the risk based approach to customer identification and verification that forms part of AML requirements

• KYC procedures included CDD (Customer Due Diligence) and EDD (Enhanced Due Diligence)

• Resolved escalations from the line of business and engaged management when necessary

• Supported additional QM programs based on need and capacity

• Performed risk management related responsibilities including conducting quality review of business processes to ensure adherence to all policies and procedures

• Performed audits of collateral perfection, servicing the help desk to maintain service agreements and meet performance goals

• Primary Quality Management Programs which supported Retail and Consumer Banking

• Maintain and update various logs and QC databases to meet departmental and auditing requirements United Parcel Service Inc, Tempe, AZ September 2021

– December 2021

Seasonal Personal Vehicle Driver (SPVD)

• Delivered Packages in a timely manner, throughout the community

• Efficiently handling packages, guaranteeing delivery Security National Mortgage Glendale,AZ. June 2021 – September 2021

Mortgage Loan Processor

KYC (KNOW YOUR CUSTOMER)

• Responsible for processing mortgage loans in a manner that is consistent to the standards of SecurityNational Mortgage Company

• Practiced KYC- (Know Your Customer) Reviewed documentation for new customer accounts, evaluated high-risk accounts and analyzed new customer processes and policies

• Studied market trends and observed customer behavior patterns within the business in which they are employed

Comerica Bank, Phoenix, AZ February 2017 –

May 2021

Retail Personal Banker II, First Level Officer

KYC (KNOW YOUR CUSTOMER) Analyst

• Manage sales of new bank products, new business operations, customer service, and teller activities

• Generate new business through networking and self-sourcing

• Practiced KYC- (Know Your Customer) Reviewed documentation for new customer accounts, evaluated high-risk accounts and analyzed new customer processes and policies

• KYC main roles are to identify clients that have a higher KYC risk or unknown background with the intent of preventing them from accessing key services

• KYC procedures included CDD (Customer Due Diligence) and EDD (Enhanced Due Diligence)

• Completed the 5 stages of KYC- customer identification, customer due diligence, risk assessment, ongoing monitoring, and reporting suspicious activities

• Achieved an in-depth knowledge of retail and business products and services; sell loans and deposit products to consumer and small business customers and prospects

• Develope new employees in sales and banking compliance standards

• Ensure compliance with applicable federal, state and local laws and regulations

• Use all sales tools, including profiling customers' needs using various technologies and sales tools to ensure a consistent and valued customer experience

• Loan counselling to clients, review overdrafts for branch, and conduct audit ready practices

• Ensure understanding and adherence to operating policies, procedures and regulatory requirements of branch staff

JP Morgan Chase, Phoenix, AZ September

2016 – February 2017

Mortgage Loan Processor

• Collected and verified applicant’s personal information and financial data for mortgage financing

• Efficiently organized and prepared mortgage packages for loan approvals

• Accurately managed residential and commercial real estate loan documentation

• Ensured documentation complied with banking regulations, federal and state policies Bank of America, Phoenix, AZ September 2010 –

August 2016

Relationship Manager

KYC (Know Your Customer) Compliance

• Built positive relationships with clients by effectively offering bank products

• Practiced KYC- (Know Your Customer) Reviewed documentation for new customer accounts, evaluated high-risk accounts and analyzed new customer processes and policies

• KYC main roles are to identify clients that have a higher KYC risk or unknown background with the intent of preventing them from accessing key services

• Completed the 5 stages of KYC- customer identification, customer due diligence, risk assessment, ongoing monitoring, and reporting suspicious activities

• Maintained and generated a book of business through the retention of current clients

• Effectively prospected clients to establish new relationships

• Delegated sales opportunities to other bank employees who communicated with clients

• Preserved records for all financial transactions to ensure regulatory compliance Pinnacle Nissan, Scottsdale, AZ March 2009 –

February 2010

Business Development, Assistant Manager

KYC (Know Your Customer)

• Quoted rates, terms, and programs for consumer loans

• Orchestrated and directed a high business development team, resulting in profitable achievements

• Communicated new product developments to prospective clients

• Inquired customers vehicle needs through assessment and recommendation

• Assigned uncovered opportunities to sales professionals in the industry Midway Chevrolet, Phoenix, AZ March 2008 – March

2009

Customer Relations, Assistant Manager

• Improved business relationships with current and potential clients

• Focused on customer retention and ultimately driving sales growth

• Effectively engaged with clients after sale to thank them for their business

• Disclosed current warranties and financial contracts Courtesy Chevrolet, Phoenix, AZ April 2005 – March 2008

Assistant CSI Manager

• Completed consumer loan and credit information

• Effectively trained and motivated sales associates to exceed sales goals

• Responded to customer service issues and escalated to assigned department

• Initiated positive rapport with clients, upsold products and built a loyal clientele

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