Consumer Underwriter/Loan Processor, Customer Care Supervisor

Benita Saldana

**** ***** ****, *** *******, TX *8219

210-***-**** · *******.******@*****.***

Benita Saldana

**** ***** ****, *** *******, TX 78219

210-***-**** · *******.******@*****.***

Summary of Qualifications

Results-driven Underwriter, Call Center Supervisor, and Trainer with a strong background in customer service, underwriting, and team leadership. Adept at building and maintaining successful business relationships while delivering high-quality financial solutions. Skilled in assessing client accounts for cross-selling and upselling opportunities, ensuring exceptional customer satisfaction. Excels in fast-paced environments, meeting stringent deadlines with efficiency and accuracy. Passionate about mentoring and developing teams to enhance productivity and service levels.

Professional Experience

Customer Care & Agent Support Supervisor I

Farm Bureau Bank January 2022 – February 2025

Led a team dedicated to delivering professional, enthusiastic, and high-quality customer service to Farm Bureau partners, members, and bank personnel.

Managed customer relationships by leveraging knowledge of banking procedures, resources, and technical intelligence to drive account growth and retention.

Provided hands-on coaching, mentoring, and performance management to team members, ensuring continuous improvement in service delivery.

Oversaw the entire employee life cycle, from hiring and training to performance evaluations and career development.

Partnered with cross-functional teams to improve processes, implement efficiencies, and elevate the customer experience.

Underwriter III

Farm Bureau Bank January 2020 – January 2022

Evaluated and approved consumer loan applications, including dealer purchases, pre-approvals, vehicle refinances, and private-party transactions (P2P).

Reviewed personal credit card applications, limit increase requests, and credit line adjustments.

Assessed and verified financial documents such as pay stubs, tax returns (business and personal), and income statements to ensure compliance with lending policies.

Maintained a strong working knowledge of consumer banking regulations and loan underwriting guidelines.

Lending Experience Specialist III

Farm Bureau Bank October 2018 – January 2020

Provided frontline support by responding to customer inquiries in a professional and timely manner.

Assisted the underwriting team by ensuring the accurate processing of installment loans.

Researched and updated loan applications, enabling underwriters to make well-informed decisions.

Verified borrower information to streamline loan approval and closing processes.

Customer Care Lead / Trainer

Farm Bureau Bank June 2017 – October 2018

Trained and mentored new employees, equipping them with the knowledge and skills to excel in customer service roles.

Ensured the Customer Care Team delivered a warm and welcoming experience over the phone, focusing on personalized financial solutions.

Developed training materials, including quick reference guides, to facilitate learning and onboarding.

Conducted performance assessments and monitored calls to ensure adherence to quality standards.

Led progression and enhancement training for existing employees, driving continuous professional development.

Assisted supervisors by managing multiple email inboxes, reviewing high-risk transactions, and overseeing call quality assurance.

Exercised independent decision-making to resolve customer concerns while adhering to bank policies.

Personal Banker I, Personal Banker II, and Senior Representative

Farm Bureau Bank September 2014 – June 2017

Provided personalized banking solutions to clients, identifying financial products that met their needs.

Assisted customers with account management, loan applications, and credit services.

Educated clients on bank policies, procedures, and financial tools to enhance their banking experience.

Skills & Core Competencies

Customer Service & Relationship Management

Team Leadership & Training

Loan Underwriting & Credit Analysis

Banking Regulations & Compliance

Process Improvement & Efficiency

Conflict Resolution & Problem-Solving

Sales & Cross-Selling Strategies

Quality Assurance & Performance Evaluation

Technical Skills

Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

Banking & Loan Processing Systems

CRM & Call Center Software

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