Service Representative Chase Bank
Resume:
Elisa Blanco
San Antonio, Texas 78230
**********@*****.***
Cell:210-***-****
Areas of Expertise
Real Estate Product Pricing
Credit Card Services – Member Service
Retail Banking–Customer Service
Analytical Thinking
Quality Control
Call Center Expert
Training in single and group settings
Leadership
System Implementation
Quality Control
First Line of Defense
Verbal / Written Communications Expert
Managing and Communicating Change
Summary
Over 20 years experience in the financial industry including retail banking, credit card services, Real Estate Product Pricing, and Quality Assurance utilizing all updated procedures and process updates. Contagious strong work ethic and communication skills. Ability to effectively adapt to new systems to ensure accuracy. Exemplary problem –solving skills; able to identify problems and implements corrective processes.
Professional Experience
Randstad US LLC – San Antonio, TX 05/21 to 01/22
Quality Assurance Analyst 3
First Line of Defense in helping Conduct Management mitigate risks to ensure Wells Fargo is not exposed to regulatory action, fines, and reputational damage.
Assisted the Sales Practices & Conduct Management team in ensuring employees act ethically on behalf of Wells Fargo.
Assisted team in conducting evaluations of customer allegations by following the Allegations Management life cycle.
Follows all policies and procedures, related to Allegation Management life cycle in accordance with internal practices and regulatory requirements.
Utilizes and maintains various business systems, applications, and tools.
Supported efforts in adhering to critical Service Level Agreements required
Actively engaged in the contributions of Intake processes and procedures by attending mandatory team meetings
USAA – San Antonio, TX 08/19 to 06/20
Quality Assurance Specialist II
Under minimal supervision, performed first-level quality reviews of business processes, such as call/contact monitoring, testing or other evaluations to be used as internal controls reported to CoSA Management, Enterprise Partners, and Executive Leadership.
Assisted team in conducting quality evaluations for accuracy, compliance and consistent execution of internal processes and state regulations to mitigate risk and protect brand and reputation.
Follows all written policies, related to execute quality assurance activities. Assisted with gathering information for internal partners. Acquired and applied a maturing knowledge of the regulatory landscape to ensure proper compliance with laws and internal processes are followed.
Assists with preparing and developing audit result reports.
Identifies and manages existing and emerging risks and ensures these risks are effectively identifies, measured, monitored, and controlled.
Participated in the planning, execution, and delivery of quality assurance initiatives.
Provides quality support and guidance to process areas and affiliates through personal interaction and various methods of communication.
Utilizes and maintains various business systems, applications, and audit tools.
USAA – San Antonio, TX 04/18 to 08/19
Business Controls Specialist II
Provided centralized operational support for the business unit through internal process review, quality audits, and testing to ensure operational risks are appropriately identified and controls are working as designed.
Performed specific targeted testing and monitoring of designated processed and transaction activity as stated within the standard operating procedures (SOPs).
Tests business processes and controls, identified gaps within processes, tracked error trends and documented results in the appropriate operational system.
Maintained familiarity with internal processes and an awareness of changes to update processes.
Partnered and engaged with Enterprise Risk Management, Investment Business Advisors, and Management to address issues identified in the testing and monitoring of processes.
Ensured quality standards were established in accordance with internal practices and regulatory requirements.
Applied developing knowledge and supports the design, assessment and/or administration of quality assurance programs, practices, and policies.
Reviewed data for process improvements and efficiencies and made recommendations to improve policy and procedures.
Used quality methods and tools to identify, analyze, and improve business solutions.
USAA – San Antonio, TX 08/16 to 04/18
Quality Assurance Advisor II
Cross trained in over 5 different quality assurance audits which includes routine and complex transactions
Assisted in the development and implementation of Quality Assurance processes which were used to ensure risks associated with the line of business were effectively identified, measured, monitored, and controlled.
Assisted operational areas with validating data, identifying trends, and recommending changes to processes, procedures, policies, and training needs.
Made recommendations on measurements and process improvements utilizing best practices and ensures coaching and training resources met quality objectives.
USAA – San Antonio, TX 04/11 to 08/16
Secondary Marketing Specialist Product Pricing and Concessions
Team Subject Matter Expert for Communications, Operational Procedures and MSR Training
Reviewing and updating operational procedures as needed from Unifi system to Cadence
Developing on boarding training material for all new MSR’s
Training and quality control of the new MSR production
Training of existing MSRs to complex processes within the team
Processing and executing concessions request from business partners
Responsible for accurately and efficiently entering loan information required for locking, relocking, modifying, and extending mortgage commitments and has some exception authority
Analyze and audit reports to include quality control
Developing rate sheets including rates, pricing, and adjustments
Validate rates and provide price quotes for rates not published on rate sheets
Communicate rate changes; processes lock extensions; re-locks, rate lock transfers; resolves pricing discrepancies and confirm change in pricing in correlation to changes to loan data.
Assists inbound callers with pricing questions and procedures.
Provide support and assistance to business partners via all channels of communication
Confirm, track, and archive trades executed by Capital Markets
Peyton Resource Group – San Antonio, TX 11/10 to 04/11
Contractor – Secondary Marketing Product Pricing
•Under minimal supervision, responsible for accurately and efficiently entering loan information required for locking, relocking, modifying and extending mortgage commitments and has some exception authority.
•Verifies pricing on all lock requests and confirmations; Secures loans with 3rd Party Investors over all lines of communication and issues confirmations
•Assists inbound callers with pricing questions and procedures.
JP Morgan Chase Bank – San Antonio, TX 04/05 to 03/09
Customer Service Representative
Successfully complied with all Federal Banking Regulations
Increased personal productivity to 112% by creating shortcuts and templates for written communications in Chase Bank
Shared commonly used templates with department to assist in productivity goals
RMH/NCO GROUP/ALORICA – San Antonio, TX 04/03 to 04/05
Customer Service Representative
Call center for UPS; scheduled one-time pick-ups; tracking packages; insurance services
Freight Services for UPS Logistics
Citibank – San Antonio, TX 07/01 to 04/03
Financial Associate/CitiPhone
Fast paced inbound call center environment
Assisted account holders with their retail banking questions and assisted them find better products to suit their individual needs
Debit Card Unit / Fraud Prevention; removed and placed holds on debit cards for fraud prevention in compliance with company policy
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