Asia Vargas

• Provide support and assistance to existing clients, potential clients, and other parties who contact Fremont Bank by telephone, online chat and/or email, including other departments. Adheres to established Fremont Bank policies and procedures to effectively satisfy inquiries, diffuse situations, resolve problems, fulfill services requests and cross-sell relevant products and services as presented by the client In a high-volume contact center
• Handle incoming phone calls and resolve clients inquiries and present company products and services to help clients achieve their financial goals
• Ensure that all interactions with client and staff are handled professionally, accurately, with high quality and performance standards and integrity
• Resolve client’s issue by offering solutions, corrections, or adjustments; and follow up to ensure customer satisfaction
• Adherer to Fremont Bank guidelines, regulatory banking requirements, policies and procedures to process client requests
• Handle REG E claims for electronic transaction disputes
• Work with internal departments to confirm and update client information and help expedite any research requests
• Submit Travel Advisories forms and assist with ATM questions from clients. Work with the ATM department to help expedite any issues, questions or concerns
• Process stop payments and stop payment releases as requested
• Process and respond to emails or inquiries from branch associates
• provide customer support to peers and able to resolve complex issues on behalf of team lead

• Process and manage pipeline of 50 - 85 residential mortgage loans
• Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
• Main point of contact for borrower from loan application through funding providing support and assistance to existing and potential clients.
• Issue (mail or email) Conditional Letter of Approval (CLA) or Notice of Incomplete (NOI) Letter to borrower within established Service Level Agreement (SLA)
• Act as primary contact for borrower to follow-up on all underwriter directed and compliance related conditions.
• Communicate and coordinate with internal and external customers including but not limited to Title companies, Escrow companies, Realtors, City Officials, Employers, and various internal departments.
• Prepared file and ensure all necessary documentation is requested to support final loan decision.
• Review and update conditions in preparation to submit file to Underwriting for final approval.
• Worked with customers to answer questions, process transactions and resolve issues that need to be addressed for clarification.
• Review daily pipeline reports each morning to identify priorities and follow up on all aging loans and expired CLA's or NOI's.
• Reviewed financial statements and contacted institutions and customers to clarify details.
• Upheld complete confidentiality of all submitted information according to release guidelines.
• Completed denial and cancellation procedures on applicable files.
• Reviewed and validated details of loan applications and closing documentation.
• Train and mentor new employees.

• Responsible for reviewing programs, processes, claims, documentation, and files to ensure compliance with internal company requirements and government regulations.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
• Evaluated and audited all closed REO sales files to ensure all required documentation is included.
• Reviewed in-process insurance claims, accounts, systems and/or files to insure company standards were met; ensuring corrective action on exceptions and problems.
• Ensured required data is input to appropriate systems for tracking and recording.
• Perform ongoing file reviews and generating reports summarizing results.
• Experienced with meeting deadlines and attention to detail and quality.

• Proven ability to manage high pressure and high volume workloads while providing superior customer service both internally and externally and delivering exceptionally high quality results.
• Successfully scheduled staff meeting to ensure consistent communication.
• Planned and coordinated staff schedules ensuring accurate and up to date calendar.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Reduced costs while increasing efficiencies and quality by cross training staff members and managing to acceptable staffing levels.
• Collaborated with center Director in personnel actions, including hiring and yearly evaluations.
• Identified and resolved unauthorized, unsafe or ineffective practices.
• Set, enforced and optimized internal policies to maintain responsiveness to demands.

Quality Assurance Manager

• Consistently met and exceeded quotas and standards by cross-selling and up selling bank products and services.
• Ensured that loan policies and procedures were followed in accordance with audit guidelines.
• Trained and coached new underwriters resulting in increased loan production.
• Attended underwriter forums to learn new products and procedures. Presented new products and procedures to office staff using PowerPoint.

Loan Underwriter

• Exceptional knowledge of products with ability to make sound loan decisions.
• Demonstrated capability to anticipate and resolve problems swiftly and independently.
• Strong interpersonal skills, with proven ability to develop and maintain sound business relationships with clients, consistently anticipating their needs.
• Reviewed credit, preliminary title, and appraisal reports,
• Assisted loan officers with selling products resulting in high volume quality loans.

• Successful customer service specialist in diverse, high pressure, fast paced environment with outstanding reputation for keeping and maintaining excellent customer service standards.
• Experienced in working with high volume calls and in answering complex and intricate inquires.
• Responsible for inbound calls for technical support and sales.
• Initiated outbound calls for upgrading services and selling new and current features.
• Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
• Delivered superior customer service to retain existing customers and attract future customers.
• Explained to and assisted often irate customers features of their newly purchased products.