Carmen Aguilar
San Antonio
Overview
31
31
years of professional experience
Work History
Research Specialist III
JP Morgan Chase
San Antonio
08.2022 - Current
- Working cases submitted by Consumer or Business team.
- Working Relationship managers.
- Working Customer Complaints
- Managed client inquiry cases, ensuring timely resolution and customer satisfaction
- Resolved online issues for customers
- Handled accounts of deceased customers, facilitating sensitive transactions and ensuring compliance with regulations
- Processed transactions for trust accounts
- Reviewed dormant accounts for activity
- Certificate of Deposit rate adjustments
- Investigated balance discrepancies in accounts, identifying root causes and implementing corrective actions
- Managed promotional offers for clients
- Facilitated account conversion processes
Account Specialist III
JP Morgan Chase
San Antonio
07.2021 - 08.2022
- Assisting customer with issues with account
- Online issue
- Promotional offers
- De escalating calls to managers
- Assisting customer with submitting complaints
Business Customer Service Specialist -Bilingual
JP Morgan Chase
San Antonio
04.2021 - 07.2021
- Assist customer with Business accounts
- Fee refunds
- Statements
- Employee debit cards
Customer Specialist Bilingual I
JP Morgan Chase
San Antonio
09.2020 - 04.2021
- Inbound Calls
- Assisting customer with Account information
Customer Service Representative
San Antonio Water System
San Antonio
10.2019 - 08.2020
- Inbound calls
- Assist with customer balance on accounts
- Refund late fees
- Adjust accounts for overcharges on accounts
- Submit request for new meter reads
- Start new service
- Stop current service
Coordinate Planner
DHL/Excel Enterprise
San Antonio
08.2017 - 07.2019
- Taking orders from customers and planning different size of A/C units to fit in different size of trailers. Making sure no overloading trailer.
Fraud Specialist
JPMorgan Chase
San Antonio
08.2016 - 07.2017
- Outbound calls
- working 14 files in one hour
- reviewing customer account
- making sure not to commit fraud on usage of debit card.
- Contacting customer to verify purchases.
Mortgage Analyst
Wellsfargo
San Antonio
08.2009 - 11.2014
- Analyzing mortgage-close to Foreclosure
- Making sure we have offered everything possible to stop foreclosure.
Mortgage Underwriter
Wachovia/Wellsfargo
San Antonio
01.2001 - 08.2009
- Approving or denying mortgage applications.
- Reviewing Credit reports
- Tax Returns
- Paystubs
- W-2's
- Appraisals and Titles
Bank Teller
World Savings
San Antonio
02.1996 - 01.2001
- Assisting customer
- Open new accounts
- Close accounts
- Cash checks
- Issue certified checks
- Assist with deposits and withdrawals
Education
High School Diploma -
John Jay High School
San Antonio, TX05-1987
Skills
- Data analysis
- Case management
- Customer documentation
- Complaint resolution
- Account auditing
- Relationship management
Timeline
Research Specialist III
JP Morgan Chase
08.2022 - Current
Account Specialist III
JP Morgan Chase
07.2021 - 08.2022
Business Customer Service Specialist -Bilingual
JP Morgan Chase
04.2021 - 07.2021
Customer Specialist Bilingual I
JP Morgan Chase
09.2020 - 04.2021
Customer Service Representative
San Antonio Water System
10.2019 - 08.2020
Coordinate Planner
DHL/Excel Enterprise
08.2017 - 07.2019
Fraud Specialist
JPMorgan Chase
08.2016 - 07.2017
Mortgage Analyst
Wellsfargo
08.2009 - 11.2014
Mortgage Underwriter
Wachovia/Wellsfargo
01.2001 - 08.2009
Bank Teller
World Savings
02.1996 - 01.2001
High School Diploma -
John Jay High School