Summary
Overview
Work History
Education
Skills
Relocation
Timeline
Generic

Brenda Navarro

Winston-Salem,NC

Summary

Results-oriented professional with expertise working as it relates to management, customer growth, processing and conflict resolution. Excellent interpersonal communicator with key knowledge in financial services. Proficient in MS products, CRMS, Client Central, VMware, DNA, Salesforce, etc. Soft skills include empathy, patience, collaboration and rapport building.

Overview

12
12
years of professional experience

Work History

Account Representative II

Mariner Finance
12.2023 - Current
  • Ensure compliance with Federal, State, and Local Application Consumer laws
  • Maintain cash drawer including processing payments and delivering daily deposits
  • Utilize various finance programs: crm, salesforce, finesse,
  • NC Credit Licensed
  • Implemented customized account plans to meet individual client needs.
  • Negotiated contracts and agreements with clients to achieve favorable terms.
  • Drove store revenue by offering customers accessories and related purchases to complete selections.
  • Originated, reviewed, processed, closed, and administered customer loan proposals.
  • Assisted customers in understanding loan terms and conditions to make informed decisions.
  • Compiled database of loan applicants' credit histories, financial statements and other financial information.
  • Negotiated loan terms to provide favorable outcomes for both customers and lenders.
  • Approved loan applications based on customer creditworthiness and provided detailed financial advice.

Loan Specialist

Truist
09.2021 - 12.2023


  • Coordinate loan payoffs, disbursements, titles and deeds.
  • Review completed audit disbursement, loan reconciliation and reports
  • Increased sales by identifying problem areas, concise client education and risk analysis
  • Digital support, technical support and troubleshooting,
  • Utilized CRM's, client central, dealer support programs, ms office, excel while delivering empathetic service.
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
  • Compiled closing packages for drafting and presentation accuracy.
  • Identified opportunities to cross-sell and upsell mortgage and consumer loan products to customers. thereby driving sales.


Member Services Specialist Remote

S3 Shared Service Solutions
08.2019 - 09.2021
  • Investigated and resolved transactional disputes, service and concerns in a timely fashion
  • Utilized multiple financial databases to handle member accounts and financial data for multiple financial institutions in a remote setting
  • Educated members about billing, payment processing and new product lines or services
  • Met customer call metrics for top service levels, handle time and productivity as best practice
  • Educated members on credit support policies and credit union procedures
  • Successful call de-escalation on all critical inquiries resulting in increased member retention rates.
  • Promoted superior experience by addressing client concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed-through on all critical inter-departmental escalations to increase client retention rates.
  • Bolstered client retention by creating and offering unique discount options and inspiring interest in new product lines.


Branch Operations Coordinator

NCSECU
05.2016 - 08.2019
  • Maintained files and records to support efficient operations through expert knowledge of banking operations
  • Provided quality clerical support through data entry, document management, email correspondence and overseeing operation.
  • Provided ease of access and navigation for important data by compiling, organizing and uploading organizational documents to CRM database.
  • Assisted team members with correcting account, service, and system issues by educating on required forms and technical processes
  • Utilized internal systems and related service role duties to provide skilled team backup in handling customer demands
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery
  • Educated branch employees on online banking and mobile banking applications
  • Performed account maintenance by closing out accounts and updating customer demographics
  • Wrote and distributed customer correspondence
  • Engaged employees in business processes with positive motivational techniques and retraining

Assistant Manager

Rose of Sharon Group Homes, LLC
04.2012 - 05.2016


  • Established and optimized schedules to keep coverage and service in line with forecasted demands
  • Planned team-building exercises to increase employee performance and job satisfaction.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

Associate of Science -

Central Carolina College

Skills

    • Cross Functional Collaborator
    • Staff Training and Development
    • Regulatory Compliance
    • Account Reconciliation
    • CRM Software (salesforce, 360view, hub, DNA etc)
    • Project Management
    • Account Management
    • Data Tracking
    • Document Control and management
    • Microsoft Office
    • Word Processing
    • Preparing Reports
    • Banking
    • Microsoft Excel
    • Microsoft Word
    • Property leasing
    • Negotiation
    • Conflict management
    • Recruiting
    • Microsoft Outlook
    • Communication skills
    • Organizational skills
    • Property management
      • Fair Housing regulations
      • Databases
      • Retail banking
      • Help Desk
      • Quality Assurance
      • Mobile applications
      • Microsoft Powerpoint
      • Microsoft SharePoint
      • Workday
      • Analysis skills
      • Operating systems
      • SharePoint
      • Account management
      • Workforce Management
      • SAP
      • Loan Solutions/Closing
      • Time management
      • E-commerce
      • Key Performance Indicators
      • Credit analysis
      • Loan Origination
      • Client Relations
      • Financial Counseling

Relocation

  • Charlotte, NC
  • Greensboro, NC
  • Winston-Salem, NC

Timeline

Account Representative II

Mariner Finance
12.2023 - Current

Loan Specialist

Truist
09.2021 - 12.2023

Member Services Specialist Remote

S3 Shared Service Solutions
08.2019 - 09.2021

Branch Operations Coordinator

NCSECU
05.2016 - 08.2019

Assistant Manager

Rose of Sharon Group Homes, LLC
04.2012 - 05.2016

Associate of Science -

Central Carolina College

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Brenda Navarro