Experienced Financial Services Operations Professional

**/** - *******

**/****-**/**

Sofy Renteria

**** ****** **, **** *****, Tx 76135

682-***-**** • **************@*****.***

Objective

Dedicated professional with 9+ years of customer service experience and 4+ years in the financial industry, including hands-on expertise in processing and maintaining brokerage accounts. Proven background in client support, account management, and administrative operations, with strong knowledge of financial processes and compliance requirements. Skilled in delivering exceptional service in both English and Spanish, with over 5 years of successful remote work experience. Seeking to contribute strong communication, problem-solving, and organizational skills to a dynamic team while driving customer satisfaction and operational efficiency

Work Experience

Operations Professional II

Cetera Financial

Delivered operational, customer service, and administrative support to the Imaging PBD Department, ensuring accurate and timely processing of daily tasks.

Managed document workflow, including scanning, indexing, uploading, and mailing through Docupace and related systems.

Maintained and opened Brokerage accounts through Salesforce and Wealthscape systems

Researched and interpreted company and customer documents to ensure compliance and proper handling.

Served as a primary point of contact, responding to inquiries from internal teams, financial professionals, and customers via email, fax, and phone. Acted as a liaison between clients, financial professionals, and supervisory staff to resolve issues and facilitate efficient communication. Provided account-level research and documentation support as requested. Handled inbound department phone support, delivering prompt and professional customer service.

Account Opening Specialist

Fidelity Investments

Accurately process new account openings in accordance with internal policies, regulatory standards, and client agreements Review and verify client-submitted documentation for accuracy and completeness, ensuring adherence to legal, regulatory, and firm standards. 05/2020-06/2021

01/2017-05/2020

Collaborate with clients and internal teams to promptly resolve account opening issues and minimize delays.

Accurately enter and maintain client data within core systems to support seamless account setup.

Monitor account opening workflows, track progress, and ensure service level agreements (SLAs) are consistently achieved. Identify and share opportunities for process enhancements to improve efficiency and the client experience.

Partner with charitable business units to manage and execute special handling requests.

Escalate documentation or risk-related concerns in a timely manner to mitigate potential issues.

Provide exceptional client service with every interaction to build and strengthen donor and advisor relationships.

Actively participate in team meetings, training sessions, and cross- functional initiatives to expand expertise and support organizational objectives.

Collections Representative Spanish

Santander Consumer USA

Managed inbound and outbound calls to negotiate payment arrangements and resolve delinquent auto loan accounts in compliance with company policies and regulatory requirements.

Assisted customers in understanding account status, payment options, and financial solutions to bring accounts current and prevent further delinquency.

Documented account activity and customer interactions accurately within internal systems to maintain compliance and support account management. Partnered with internal departments to address escalated issues, verify account information, and ensure proper resolution. Met and exceeded individual performance metrics, including call quality, collections targets, and customer service standards. Delivered professional, empathetic, and solutions-focused communication to strengthen customer relationships while reducing financial risk for the company.

Account Executive

Portfolio Recovery Associates LLC

Ensured compliance with FDCPA, Fair Credit Reporting Act, Bankruptcy Laws, and internal company policies during all customer interactions. Handled a high volume of inbound and outbound calls related to debt reconciliation, account resolution, and payment negotiations. Operated and managed an automated dialer system to maximize productivity and increase customer contact rates.

Negotiated payment arrangements and settlement options with account holders while maintaining professionalism and regulatory compliance. Documented all customer interactions and account activity accurately within company systems to support compliance and account management. Processed and scheduled post-dated payments, ensuring accurate and timely application to accounts.

Followed up on delinquent, broken promise, and promise-to-pay accounts daily to meet and exceed performance targets.

Demonstrated strong multitasking ability, attention to detail, and typing speed of 60+ WPM in a fast-paced collections environment. Professional Skills

Customer Service & Client Relations: Bilingual English/Spanish; expert in delivering exceptional customer support.

Financial Operations & Compliance: Brokerage processing, documentation, FDCPA/FCRA compliance.

Administrative Support: Scanning, indexing, data management, and workflow coordination.

Account Management: Opening, maintaining, and reconciling financial accounts with accuracy.

Technical Skills: Salesforce, Wealthscape, Docupace, Microsoft Office Suite. Remote Work Efficiency: Self-motivated and disciplined in virtual settings. Communication & Problem Solving: Strong written and verbal communication; conflict resolution.

Typing Speed: 60+ WPM with high attention to detail.

Contact this candidate