Job Search Status
Open to workDesired start date: 2 weeks notice
Open To Work
Alvina Vulue
Buckeye,USA
Work Preference
Summary
Customer Success and Lending Operations professional with 9+ years of experience across banking, mortgage, and fintech environments. Proven expertise supporting small business borrowers through the full loan lifecycle, maintaining strong quality assurance performance, and collaborating cross-functionally to resolve complex account issues. Background in fraud awareness, regulatory compliance (Reg E & Z), and high-volume client support. Recognized for operational precision and the ability to balance compliance standards with client-centered communication.
Overview
11
11
years of professional experience
Work History
Business Loan Customer Success Advocate
Block
07.2024 - 02.2026
- Supported small business borrowers through the full lending lifecycle, including application guidance, funding inquiries, servicing, and repayment coordination
- Managed high-volume inbound lending calls while maintaining 97%+ QA performance and compliance standards
- Partnered cross-functionally with Pre-Orientation and Collections teams to resolve complex borrower issues and improve client experience
- Demonstrated fraud awareness and risk sensitivity when reviewing account activity and borrower documentation
- Assisted in training and onboarding new team members to ensure performance and compliance alignment
- Selected to participate in internal initiatives including the Block Grant Committee Board and Block Sellers Community
- Received quarterly “Seller’s Choice” performance award
- Handled 40+ inbound borrower inquiries daily
Sr. Customer Sales Rep
AmeriSave Mortgage Corporation
Scottsdale, Arizona
05.2020 - 06.2024
- Consistently met and exceeded monthly mortgage sales targets using consultative selling and cross-selling strategies
- Built and maintained long-term borrower relationships to support retention and customer satisfaction
- Collaborated with underwriting, processing, and loan servicing teams to ensure smooth loan closings
- Managed high-volume inbound and outbound communication while maintaining strong performance metrics
- Resolved complex borrower concerns with professionalism and regulatory awareness
Workflow Coordinator | Fraud & Dispute Processor
U.S Bank
Fargo, North Dakota
06.2018 - 03.2020
- Conducted in-depth fraud investigations, contributing to a 30% reduction in fraudulent transactions
- Managed high-volume dispute cases in compliance with Reg E and Reg Z requirements
- Organized and monitored daily workflow for a team of 11 employees to ensure timely case resolution
- Developed training materials and mentored newly hired employees to improve team efficiency
- Prepared investigative reports and recommendations for senior management.
- Conducted thorough investigations into customer complaints, gathering and analyzing evidence to resolve disputes effectively.
- Managed a high volume of dispute cases, ensuring all documentation was accurately reviewed and processed in a timely manner.
- Collaborated with internal teams, including customer service and compliance, to resolve complex dispute cases and provide satisfactory resolutions to customers.
- Utilized specialized software and tools to track and update case status, ensuring cases were properly documented and closed in compliance with company policies and procedures.
- Maintained department quality exception rate below 1% through detailed case review and compliance accuracy
- Conducted in-depth investigations to identify and prevent fraudulent activities within the organization.
BHT Supervisor I
Baraka House LLC
Phoenix, Arizona
11.2014 - 10.2016
- Supervised a team of Behavioral Health Technicians (BHTs) by providing guidance, training, and performance evaluations.
- Implemented and monitored effective treatment plans for clients under the guidance of a licensed therapist or psychologist.
- Conducted regular meetings with BHTs to address performance issues, provide feedback, and ensure adherence to clinical protocols.
- Collaborated with interdisciplinary team members, including therapists, psychiatrists, and case managers, to develop comprehensive treatment plans.
- Participated in interdisciplinary meetings to review patient progress, identify areas for improvement, and develop strategies for enhancing program effectiveness.
Education
Bachelors - Education
Minnesota State University
Mankato, Minnesota05-2027
Associate in Nursing, LPN - Nursing
Arizona Collage
Glendale, Arizona05-2014
Skills
- Small Business Lending
- Loan Servicing
- Customer Success
- Lending Operations
- Fraud Awareness & Risk Sensitivity
- Quality Assurance (QA)
- Regulatory Compliance (Reg E & Z)
- Cross-Functional Collaboration
- CRM Systems
- Workflow Management
- Client Retention
Timeline
Business Loan Customer Success Advocate
Block
07.2024 - 02.2026
Sr. Customer Sales Rep
AmeriSave Mortgage Corporation
05.2020 - 06.2024
Workflow Coordinator | Fraud & Dispute Processor
U.S Bank
06.2018 - 03.2020
BHT Supervisor I
Baraka House LLC
11.2014 - 10.2016
Bachelors - Education
Minnesota State University
Associate in Nursing, LPN - Nursing
Arizona Collage