Daniel Ramirez Jr.
San Antonio
Summary
Dynamic professional with extensive experience at Wells Fargo Bank, excelling in customer service and compliance management. Proven ability to resolve complex issues while building strong client relationships. Skilled in document review and adept at navigating multiple systems, consistently achieving high-quality outcomes in fast-paced environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Branch Product Support Representative
Wells Fargo Bank
09.2023 - Current
- Take in-bound calls, providing procedural support and resources to branch employees
- Provide an exceptional internal customer experience on every call
- Provide resources that allow branch employees to make recommendations on products and services that best accommodate the customer
- Establish, develop, and maintain positive business relationships with internal partners
- Collaborate and consult with peers and managers to resolve issues and achieve goals
- Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements
- Up-skilled in multiple lines of business (DDA Accounts, Documentation Procedures, Loans, Checks and Tellers Systems)
- Review Legal Documents: (Power of Attorney, Letters of Conservatorship and Guardianship, Representative Payee Letters, and Probate Documents for Estate Accounts)
- Ability to provide strong customer service while processing complex transactions and performing extensive research to resolve complex customer issues
- Ability to perform in a fast-paced and high-pressure phone queue
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Service to Sales Retention Officer
Wells Fargo Bank
05.2022 - 04.2023
- Developed strong relationships with current and prospective clients
- Ensured compliance with operational, risk, security and audit procedures and policies
- Assessed risks during business decisions and helped clients to make the safest and most beneficial financial choices possible
- Responsible for taking inbound calls from home mortgage customers and placing outbound calls as needed
- Researching and resolving routine to moderately complex problems and inquiries
- Processing routine to complex customer transactions and account maintenance
- Cross-sell or refer alternative/additional Wells Fargo products and services
Home Mortgage Consultant
Wells Fargo Bank
01.2020 - 05.2022
- Inform prospective and existing costumers of Wells Fargo's home mortgage programs, rates, policies, and loan procedures
- Produce high quality loans that meet Wells Fargo home mortgage guidelines by building relationships with new and existing customers, realtors, financial professionals while providing excellent customer service
- Ability to manage a pipeline of to 20+ residential loans
- Receive customer applications, quote interest rates, offer points, and complete follow-up activities to help achieve financial goals
- Analyze detailed financial and credit data, matching customer needs with appropriate loan programs and levels of risks
- Collaborated with multiple groups within mortgage lending (processing, underwriting, closing) to make sure requested documents received, reviewed, and processed within a timely matter to meet deadlines and completion
- Proficient in CORE and ICMP systems
Military Banker
Wells Fargo Bank
05.2012 - 01.2020
- Subject Matter Expert for Military Banking New Hire Training
- Resolution call handling to banking and customer concerns and security inquiries
- Thorough knowledge of Service Members Civil Relief Act (SCRA) benefit applications
- Exceeding monthly goals and metrics
- Knowledgeable in consumer, military, and online banking operations
- Working and closing CCM Case Escalations for Military Banking
- Rising Star Ambassador - Guidance and formal leadership training within team building environment
- Process a variety of customer transactions accurately, and efficiently while adhering to bank policies and regulations
Education
High School -
John Jay High School
San Antonio, TX01.1998
Skills
- Customer service
- Technical support
- Compliance management
- Problem resolution
- Document review
- Product knowledge
- Team collaboration
- Time management
- Client relationship building
- Quality assurance
- Multitasking capacity
- Excellent communication
- Microsoft office
- Understanding customer needs
- Self motivation
- Problem-solving skills
- Resourcefulness
Certification
NMLS - National Mortgage Licensing System
Honors And Awards
- 2021, 2nd and 3rd Quarter Platinum Performer
- 2016, Star Performer Award
- 2016, 2nd, 3rd and 4th Quarter Red Carpet Performer
Military Service
U.S. Army Reserves, 11/01/99, 11/01/06
Languages
Spanish
Professional
Timeline
Branch Product Support Representative
Wells Fargo Bank
09.2023 - Current
Service to Sales Retention Officer
Wells Fargo Bank
05.2022 - 04.2023
Home Mortgage Consultant
Wells Fargo Bank
01.2020 - 05.2022
Military Banker
Wells Fargo Bank
05.2012 - 01.2020
High School -
John Jay High School
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