CITLALI NIETO GARCIA
PORTLAND,OR
Summary
Diligent professional with excellent multitasking, organizational and time management abilities. A motivated team player dedicated to business success and focuses on going above and beyond to support team and serve customers.
Overview
13
13
years of professional experience
Work History
Forbright Bank Communications Specialist
Forbright Bank
Portland, OR
03.2024 - Current
- Built and established the Communications team by creating standardized email and secure message templates that improved consistency, efficiency, and customer experience.
- Coached, mentored, and onboarded new team members, providing ongoing training and performance support to ensure adherence to quality and compliance standards.
- Managed and monitored customer email and secure messaging channels, ensuring timely, accurate, and professional responses while meeting service-level agreements.
- Collaborated with cross-functional teams to improve communication workflows, resolve customer issues, and streamline internal processes.
- Maintained quality assurance standards by reviewing customer communications, providing feedback, and identifying opportunities for process improvements.
SUPPORT OPERATIONS ANALYST II, MONEY OPERATIONS
INTUIT- QUICKBOOKS CAPITAL
Portland, OR
11.2021 - 11.2022
- Act as a point of contact for both consumer and business lending products and servicing issue management (triage, prioritization, resolution).
- Established, maintained, and enhanced internal policies and procedures for third party vendors and internal teams.
- Assisted with training of all Servicing personnel on new processes, tools, procedures and protocols as necessary to support growing business needs.
- Collaborated with internal teams on the launch of new products.
- Collaborated with internal stakeholders on the enhancement of existing products in the market.
- Participate in the implementation of all loan life cycles and aid the coordination of testing activities as needed.
Principal Service Desk Analyst
Aura
San Francisco, CA
06.2017 - 12.2020
- Subject matter expert on all Aura Products and operational technicalities and the main point of contact for all loan servicing teams, partners, and customers.
- Collaborated with CS Strategy to identify and understand breaks in workflows and communications which lead to an increase in tickets and customer complaints for all servicing teams (Customer Success, Collections, UW).
- Routed, tracked, and managed clients, operations department, and partner management tickets from inception to close and documented issues and results.
- Advocated for product and policy enhancements regarding bugs and issues affecting customers and internal teams.
- Managed finance-related tickets, applied check payments, and issued customer refunds.
- Resolved payment disputes and discrepancies through our vendor portals- PNM, PDS, Cybersource, and MoneyGram
- Aided internal and external contacts with credentialing tasks such as password resets, username requests, and more.
Customer Success/Collections Sr. Associate
Aura
San Francisco, CA
03.2016 - 06.2017
- Managed a high volume of inbound/outbound calls in a timely manner and provided accurate account information in a time sensitive manner.
- Guided customers through their loan application from beginning to end.
- Created payment plans for high delinquent accounts.
- Educated customers on the importance of maintaining a good standing credit history, consequences, and benefits.
- Assisted Legal Collections with employment verification.
Teller
Wells Fargo, San
10.2013 - 10.2015
- Adhered to financial services security and audit procedures.
- Monitored customer behaviors and presented documentation to detect signs of fraud by and toward bank customers.
- Handled cash transactions, balanced cash drawers, performed loan payments, issuing cashier's checks, remittance transfers, and money orders.
- Cashed customer checks, verified identification, and checked account balances in accordance with bank policy.
- Identified customer financial needs, goals, and objectives and offered appropriate financial products.
Education
High School Diploma -
San Lorenzo High School
Skills
- Startup experience
- Bilingual (English/Spanish)
- People management
- Financial services
- Fraud detection and prevention
- Atlassian confluence and Jira
- LoanPro Loan Management system (Admin)
- G-suite, Slack, Zoom
- Microsoft suite
- Complaint Management
Timeline
Forbright Bank Communications Specialist
Forbright Bank
03.2024 - Current
SUPPORT OPERATIONS ANALYST II, MONEY OPERATIONS
INTUIT- QUICKBOOKS CAPITAL
11.2021 - 11.2022
Principal Service Desk Analyst
Aura
06.2017 - 12.2020
Customer Success/Collections Sr. Associate
Aura
03.2016 - 06.2017
Teller
Wells Fargo, San
10.2013 - 10.2015
High School Diploma -
San Lorenzo High School