Summary
Overview
Work History
Education
Skills
Timeline
Edna Romero

Edna Romero

Mansfield

Summary

Seasoned Client Service Specialist with 20 years of experience in banking and customer support, including direct client service roles. Expert in managing client relationships, resolving account issues, and collaborating with sales partners to enhance service delivery. Seeking to leverage extensive background in client service and problem-solving as a Client Service Associate.

Overview

23
23
years of professional experience

Work History

Senior Fraud Analyst II

Bank of America
Fort Worth
11.2024 - Current
  • Reviewed transaction patterns to detect wire and ACH fraudulent activities .
  • Created comprehensive reports summarizing findings on suspected fraudulent activities along with recommended actions taken or needed.
  • Documented all investigations conducted including steps taken, results obtained and conclusions reached.
  • Developed and implemented strategies for detecting, preventing, and responding to fraud incidents.
  • Performed risk assessment of customers based on their profiles, behaviors and past records.

Associate Banker-Market Expansion

JPMorgan Chase
Arlington
11.2022 - Current
  • Managed daily incoming and escalated calls, employing conflict resolution skills and in-depth knowledge of bank policies, products, and services.
  • Assisted clients with transactions such as deposits, withdrawals, payments, and facilitate the reordering of debit cards and checks, as well as setting up direct deposits.
  • Utilized problem-solving abilities to address client concerns related to account billing, fraud, and discrepancies, ensuring efficient account maintenance and opening/closing. procedures
  • Developed lasting client relationships, ensuring their needs are met satisfactorily while maintaining adherence to Banking Regulations and Compliance.

Fraud Specialist III

J.P Morgan Chase
Fort Worth
09.2016 - 07.2022
  • Investigated and resolved fraud-related service requests from Business Relationship Managers to mitigate account risks and prevent financial loss
  • Managed client communications, including phone and email, to address fraud concerns and facilitate the implementation of fraud protection measures
  • Conducted in-depth research and analysis to respond to a diverse array of banker inquiries and fraud issues, ensuring thorough case investigations
  • Collaborated with external law enforcement agencies to support fraud investigations and contributed to the development of enhanced fraud detection procedures.

Client Service Specialist II-National Service Team

JPMorgan Chase
Arlington
01.2016 - 09.2016
  • Assisted internal teams by facilitating the maintenance of Business Managed Accounts, ensuring efficient handling of Treasury products including lockboxes and cash delivery options.
  • Responded to service requests from Business Bankers and Area Managers, providing timely and accurate support for account maintenance tasks.

Attorney Certification Analyst

JPMorgan Chase
Arlington
04.2013 - 12.2015
  • Analyzed active foreclosure mortgages to ensure compliance with MHA, HAMP, DOJ, OCC, and GSE regulations before finalizing attorney certifications.
  • Verified loan eligibility and conformity to procedural standards in preparation for foreclosure sales.
  • Supported management in the timely execution of complex, foreclosure-related projects.

CART/Executive Office Support

JPMorgan Chase
Arlington
04.2011 - 03.2013
  • Managed executive customer complaints and conducted comprehensive research to ensure effective resolution in compliance with company guidelines.
  • Coordinated multiple remediation campaigns, engaging with eligible clients for government programs and overseeing foreclosure rescission accounts to accurate resolution.

Home Modification Counselor

JPMorgan Chase
Arlington
01.2010 - 03.2011
  • Assessed clients' financial situations to determine risk of mortgage default and advised on feasible loss mitigation strategies to prevent foreclosure
  • Communicated with borrowers to evaluate hardship circumstances and provided tailored default avoidance options, ensuring clarity on potential outcomes

Senior Operations Analyst

JPMorgan Chase
Arlington
01.2009 - 02.2010
  • Conducted daily quality control assessments on colleague exception reports, pinpointing inaccuracies and necessitating further scrutiny to mitigate risks of erroneous Treasury reporting
  • Executed meticulous evaluations of the Mortgage Servicing Package, ensuring accuracy and promptness in updates to uphold compliance standards

Client Specialist

Credit Card Services, Washington Mutual
Arlington
07.2008 - 12.2008
  • Addressed client inquiries and resolved complaints swiftly, ensuring satisfaction by maintaining a strong focus on service excellence and adherence to industry standards
  • Contributed to marketing initiatives through coordination of mailer distributions and customer engagement, while consistently meeting monthly sales targets and compliance objectives through effective promotion of credit card products and services tailored to customer requirements

911 Operator

City of Arlington
Arlington
07.2002 - 11.2006
  • Managed a broad range of 911 calls encompassing police, fire, and medical emergencies, ensuring efficient communication and coordination for both English and non-English speakers
  • Maintained the accuracy and integrity of the Computer-Aided Dispatch (CAD) system by precise record-keeping and assisted in updating warrant information within the database

Education

High School Diploma -

Lamesa High School, Lamesa, TX

Real Estate -

Kaplan Professional Schools

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 Setup
  • 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 Vault
  • Financial Institution Regulations
  • Consumer Banking
  • Banking Regulations
  • Sales Proficiency
  • Customer Service
  • Relationship Management
  • Partnership
  • Client Support
  • Issue Resolution
  • Communication

Timeline

Senior Fraud Analyst II - Bank of America
11.2024 - Current
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 Arlington
07.2002 - 11.2006
Lamesa High School - High School Diploma,
Kaplan Professional Schools - Real Estate,

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Edna Romero