CHELSEA DE LA CRUZ
Lynnwood,WA
Summary
Detail-oriented financial operations professional with 8+ years of experience in consumer banking and mortgage services at Bank of America. Proven track record in supporting risk management, compliance monitoring, audit readiness, and quality assurance initiatives. Experienced in performing financial reviews, analyzing operational data, and supporting internal controls to meet enterprise-wide regulatory and QA standards. Adept at collaborating cross-functionally to identify and address control gaps, improve processes, and ensure high-quality performance. Bilingual in Spanish; proficient in Microsoft Excel.
Overview
8
8
years of professional experience
Work History
Lending Client Associate
Bank of America – Consumer & Small Business
Lynnwood, WA
12.2021 - Current
- Managing a pipeline of over 35 mortgage files from application to closing, ensuring all documentation is accurate, complete, and compliant with internal underwriting and regulatory standards.
- Managed client onboarding processes, ensuring compliance with regulatory requirements and company policies.
- Conduct detailed reviews of financial documentation, identify discrepancies, and proactively resolve issues to support timely loan processing.
- Monthly audit preparations by ensuring files are audit-ready and compliant with internal controls.
- Utilizing Excel, tracking pipeline performance and trends, contributing to reports used for risk assessments and quality assurance efforts.
- Supports overall QA effectiveness, helps mitigate operational risk, and contributes to process improvements across the mortgage team.
- Collaborated with cross-functional teams to enhance service delivery and operational efficiency.
- Trained junior associates on customer service best practices and bank procedures.
Relationship Banker
Bank of America – Consumer & Small Business
Shoreline, WA
04.2021 - 12.2021
- Analyzed client financial needs to recommend appropriate products and services, enhancing customer satisfaction.
- Processed complex financial transactions, ensured data accuracy, and maintained compliance with internal controls and regulatory requirements.
- Played a key role in monitoring account documentation for completeness and supported internal audit processes by preparing necessary documentation.
- Managed vault operations and cash flow, ensuring strong oversight of branch-level financial activity while aligning operations with quality and compliance standards.
- Analyzed client financial needs to recommend appropriate products and services, enhancing customer satisfaction.
Client Service Representative
Bank of America – Consumer & Small Business
Shoreline, WA
09.2017 - 04.2021
- Facilitated daily banking transactions, maintained strict adherence to regulatory guidelines, and ensured accurate financial recordkeeping.
- Supported branch audit readiness by documenting transaction-level data, reconciling cash drawers, and identifying operational discrepancies for resolution.
- Managed client inquiries and provided solutions to enhance customer satisfaction.
- Analyzed customer feedback to identify trends and implement service improvements.
- Developed strong relationships with clients, fostering loyalty and retention through personalized service.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
Education
Bank of America Training Facility
Skills
- Complaints Tracking & Resolution Software
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Analytical thinking
- Account maintenance
- Compliance monitoring
- Financial reporting
- Market trends analysis
- Analytical skills
Affiliations
Bank of America Employee Network Member – HOLA (Hispanic/Latino Organization for Leadership & Advancement)
Languages
Spanish
Full Professional
Timeline
Lending Client Associate
Bank of America – Consumer & Small Business
12.2021 - Current
Relationship Banker
Bank of America – Consumer & Small Business
04.2021 - 12.2021
Client Service Representative
Bank of America – Consumer & Small Business
09.2017 - 04.2021
Bank of America Training Facility