Quality Assurance Customer Service

VERONICA HERNANDEZ

Deltona, FL

Phone: 386-***-****

Email: **********.****@*****.***

Dynamic bilingual professional within finance and lending and a licensed notary. With over 16 years of working experience in banking, automotive, lending and customer service. Consistent top performance recognition, in sales and credit card collections for an exceptional proven performance with exceeding department goals and overall industry knowledge. Integrity and committed professional with proven ability to enhance customer satisfaction through effective communication, and operational efficiency. Collaborating with teammates, and leading by example with driven results.

Skills

Bilingual (English / Spanish)

Financial Management

Loan Processor & Documentation

Analytic Reasoning

Quality Assurance & Compliance

Critical Thinking

Problem Solving & Decision Making

Conflict Resolution

Time Management

Detail Orientated

Risk Management & Problem Solving

Ethics & Integrity

Outstanding Customer Engagement

Team Leader & Mentor

Professional Experience

Dealer Services/Collateral Loan Specialist

US Bank, Jacksonville, FL 11/2021 - 07/2024

Managed consumer loan and lease accounts, ensuring secure collateral documentation throughout the account lifecycle.

Maintained meticulous collateral records, adhering to service level agreements with a focus on accuracy and detail.

Conducted in-depth research for customer inquiries, utilizing various internal and external resources.

Quality Assurance Analyst

DISYS, LLC (Wells Fargo Contractor), Deltona, FL 10/2020- 10/2021

Reviewed and evaluated the effectiveness of pre-deaccessioned SBA PPP Loans, ensuring compliance with origination processes.

Conducted quality assurance audits and recalculated forgiveness amounts to uphold accuracy and adherence to standards.

Member Service Representative

Launch Federal Credit Union, Orange City, FL 02/2019 - 09/2020

Facilitated the opening and closing of new member accounts, ensuring a seamless onboarding experience.

Provided comprehensive account maintenance and loan servicing, enhancing member satisfaction.

Sr. Specialist I / Peer Mentor

JP Morgan Chase, Lake Mary, FL 03/2005 - 01/2019

Conducted outbound/inbound calls to collect payments on delinquent accounts, providing tailored payment solutions.

Evaluated customer circumstances to determine appropriate short- and long-term payment plans.

Promoted to department mentor, which consisted of training and developing employees struggling in performance to meet department goals. Also responsible for assisting with training newly hired employees.

Consistently maintained top performance status on a monthly basis.

Education

Daytona Beach Community College, Deland, FL

Completed 1 Year of Certified Nursing Assistant Program

Deltona High School, Deltona, FL

High School Diploma

Certifications

Notary License, State of Florida (08/2023)

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