Hi, I’m
Edna Romero
Mansfield,TX
Summary
Goal driven banking professional with 15 years of related experience and excellent organizational, relationship-building skills prepared for a challenging position. Maximizing satisfaction and bank revenue through hands-on service and support, knowledgeable product recommendations and persuasive communication skills.
Overview
21
years of professional experience
1
Certification
Work History
JPMorgan Chase
Associate Banker-Market Expansion
11.2022 - Current
Job overview
- Manage daily incoming calls including escalated calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Responsible for greeting clients and assisting with everyday transactions including deposits, withdrawals, payments, reordering debit cards, checks, setting up direct deposit.
- Assist clients with all account maintenance and opening/closing new accounts. Also
- Problem solving skills utilized in order to assist clients with all account related billing, fraud or other discrepancies.
- Work effectively as a team player or independently in a fast paced environment and consistently create a great client experience.
- Knowledge of Banking Regulations and Compliance.
- Building lasting relationships with clients to ensure their needs are met and satisfied.
J.P Morgan Chase
Fraud Specialist III
09.2016 - 07.2022
Job overview
- Received internal and external fraud related service requests submitted by Business Relationship Managers/Area Managers.
- Responsible for various client service, relationship management and operational control activities for Business managed clients with a broad spectrum of products.
- Work assigned cases with urgency in order to remediate the fraudulent account status to avoid additional monetary loss to our business clients.
- Communicated with clients by phone or email to discuss all fraud related account issues in order to better assist with implementing fraud protection maintenance service options and engaged our clients with the claims department in order to begin the recovery process if required.
- Assisted Bankers with a broad range of related fraud inquiries/issues which typically required additional research.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
- Reviewed transactions and receipts to identify any suspicious activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Requested detailed information from clients by asking appropriate questions to ascertain critical details about each case.
- Developed and assisted the fraud team by implementing updated procedures to detect and prevent new fraud schemes.
JPMorgan Chase
Client Service Specialist II-National Service Team
01.2016 - 09.2016
Job overview
- Received service requests from Business bankers/Area Managers and assisted with various account maintenance requests
- Responsible with assisting internal teams, specifically Business Managed Accounts with Treasury products such as lockboxes and cash delivery options.
- Provided knowledgeable service and support for all customer needs.
JPMorgan Chase
Attorney Certification Analyst
04.2013 - 12.2015
Job overview
- Reviewed active foreclosure mortgages and completed the attorney certification process per procedures.
- Responsible for verifying loans and eligibility requirements prior to completing the attorney certification for upcoming foreclosure sale dates.
- Knowledgeable in MHA, HAMP, DOJ, OCC, GSE and other default Government regulations.
- Efficiently assisted Management with complex foreclosure related projects in order to meet important deadlines.
JPMorgan Chase
CART/Executive Office Support
04.2011 - 03.2013
Job overview
- Supported CART by handling home modification Executive office customer complaints.
- Researched Executive office complaints thoroughly in order to effectively resolve cases while adhering to all guidelines.
- Responsible for handling multiple remediation campaigns by contacting clients affected who were eligible for specific government programs/services.
- Monitored Executive office foreclosure rescission accounts until accurately resolved.
JPMorgan Chase
Home Modification Counselor
01.2010 - 03.2011
Job overview
- Received customer related inquiries regarding probable Mortgage default and loss mitigation options.
- Evaluated the customer's financial ability, reasons for imminent default and ability to make full contractual or alternative payment options.
- Discussed default avoidance and loss mitigation options with borrower's based on hardship and/or related denial information.
JPMorgan Chase
Senior Operations Analyst
01.2009 - 02.2010
Job overview
- Team lead responsible for reviewing colleague exception quality control reports daily before submitting to upper Management.
- Identified errors or conditions that required additional review in order to avoid the probability of improper reporting to the Treasury.
- Performed thorough reviews of the Mortgage Servicing Package to ensure appropriate and timely updates.
Credit Card Services, Washington Mutual
Client Specialist
07.2008 - 12.2008
Job overview
- Handled all client credit card related questions, complaints and billing inquiries with the highest degree of urgency and professionalism.
- Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
- Identified all sales opportunities and retained business through my sincere ability to recommend a full range of credit card products and services based on customer needs.
- Adhered to both professional standards and practices and successfully achieved monthly sales quotas, productivity and compliance goals.
City of
911 Operator
07.2002 - 11.2006
Job overview
- Professionally responded/handled all 911 police, fire and medical emergency and non-emergency calls including TDY/TDD calls for service including bilingual calls.
- Maintained integrity of data in the computer-aided dispatch system (CAD), through accurate record keeping.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Retrieved technical information from the data base and also assisted in entering warrant information in (CAD).
- Read system maps and caller information, and documented details in system.
Education
LAMESA HIGH SCHOOL, Lamesa, TX
High School Diploma
Skills
- Critical thinking and problem solving
- Advanced customer service skills
- Consumer banking and Business banking
- Strong communication skills
- Time Management
- Cross-Selling and Partner Referrals
- New Account opening
- Regulatory Compliance
- Educating Clients
- Account Servicing
- Relationship Building
- Persuasive Communication Style
- Money Transfers
- Community Relations
- Security Protocols
- Developing Customer Relationships
- Products and Services Knowledge
- Dual Control Vaults
- Consumer Banking
- Financial Institution Regulations
- Customer Transactions
- Inbound Customer Calls
- Generating Referrals
- Account Updating
- Assessing Fraud Potential
- Risk Management Policies
- Promoting Products
- Security Controls
- Financial Processes Understanding
- Product and Service Sales
Certification
Kaplan Professional Schools-Real Estate
Languages
Spanish
Full Professional
Timeline
Associate Banker-Market Expansion
JPMorgan Chase
11.2022 - Current
Fraud Specialist III
J.P Morgan Chase
09.2016 - 07.2022
Client Service Specialist II-National Service Team
JPMorgan Chase
01.2016 - 09.2016
Attorney Certification Analyst
JPMorgan Chase
04.2013 - 12.2015
CART/Executive Office Support
JPMorgan Chase
04.2011 - 03.2013
Home Modification Counselor
JPMorgan Chase
01.2010 - 03.2011
Senior Operations Analyst
JPMorgan Chase
01.2009 - 02.2010
Client Specialist
Credit Card Services, Washington Mutual
07.2008 - 12.2008
911 Operator
City of
07.2002 - 11.2006
LAMESA HIGH SCHOOL
High School Diploma
Kaplan Professional Schools-Real Estate
Similar Profiles
PASTELL JENKINSPASTELL JENKINS
Vice President of Operations at JPMorgan Chase, JPMorgan Chase & CoVice President of Operations at JPMorgan Chase, JPMorgan Chase & Co
Gabriellle SmithGabriellle Smith
Fraud Specialist II at JPMorgan Chase, JPMorgan Chase & CoFraud Specialist II at JPMorgan Chase, JPMorgan Chase & Co
Angela AlejandroAngela Alejandro
Associate Banker at JPMorgan Chase, JPMorgan Chase & CoAssociate Banker at JPMorgan Chase, JPMorgan Chase & Co