Customer Service Call Center

JOSEMARIA MORENO

**** ******* *** ** ****: 480-***-****

Cedar Rapids, IA 52404 E-mail: *********@******.*** SUMMARY

More than 15 years of diversified and progressive experience in management in a variety of call centers. My strengths are in completing multiple tasks efficiently, I am bilingual, Spanish being my first language: drafting daily reports, detailing representative statistics and mentoring teammates. I have been recognized on several occasions for quality of service and handle time. PROFESSIONAL EXPERIENCE

KYC Officer

Chandler, AZ 11/2022-Present

• Handle both incoming and outgoing calls to ensure customer’s contact information is accurate and make any necessary updates.

• Reinstate use of customer business and/or personal accounts if they are closed or suspended,

• Receive and update documents from foreign customers to maintain compliance with OFAC regulations.

• Process wire/ACH verifications by confirming there aren’t any suspensions or holds. Relationship Manager I Private Bank 7/2016-11/2022 Chandler, AZ

• Assist High Net Worth clients, via incoming call center environment, with inquiries, transactions and maintenance of their checking, savings or credit cards within the Private Bank brand.

• Assist in training new hires by “shadowing” them as they learn the systems and processes within my team.

• Assist Trust Officers and Portfolio Managers with maintenance requests for their clients. Sr. Credit Card Representative i Merrill Lynch 06/2014-07/2016 Tempe and Chandler, AZ

• Assist clients via incoming phone calls by providing excellent, white glove customer service.

• Assist clients with credit line changes, taking payments, general account questions and online assistance.

• I was chosen and completed mentor training in December of 2015.

• I have received several Global Recognition Awards throughout the year and was Employee of the Month in November 2015.

COUNTRYWIDE/BANK OF AMERICA 2007-2014

Tempe and Chandler campuses

Mortgage Loan Officer (Oct 2012- June 2014)

Assist homeowners by processing applications for either a refinance option or to purchase a new home on the Spanish sales team. Other duties include follow up to verify information on the loan applications is accurate and complete, confirm property values and work with loan processors to ensure a timely application filing.

Customer Service Representative (Nov 2007-Oct 2012)

• Assist homeowners, insurance agents, title companies and other authorized third parties with a multitude of situations with their home loan. These include but are not limited to processing payments over the phone, answering general questions from homeowners about their loans including escrow and general information.

• I helped qualify delinquent customers on different options that are available to help them keep their home such as Loan Modification, and HAMP. I assist in updating personal data, sending documents and offering bank products to homeowners.

• Helped Spanish speaking customers in addition to English speaking homeowners.

• I have also acted as a substitute supervisor when needed as supervisors go on vacation or are sent to other centers to train. In this capacity, I do daily reports to comply with procedures. These reports include quality scores, AHT, and adherence to schedules. Mortgage Analyst (May 2007-Nov 2007)

• Assist Account Executives to find the right product for refinancing home loans and adjust any discrepancies with accounts before underwriting.

Skills:

• Active listener

• proficient in Microsoft products

• Speak Spanish

Contact this candidate