Summary
Overview
Work History
Education
Skills
Languages
Timeline
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ELIZABETH RIVAS

NEW CANEY,TX

Summary

Experienced banking professional with a strong track record in managing personal, corporate, and small business accounts. Skilled in effectively selling banking solutions to drive sales and achieve revenue generation goals. 4 years of experience in providing personalized financial counseling to clients. Comfortable working independently or as part of a professional banking team. Demonstrated ability to adapt quickly to new products and services in the ever-evolving banking industry.

Overview

11
11
years of professional experience

Work History

Mortgage Loan Servicing Representative

Regions
10.2022 - Current
  • Handled escalated customer complaints professionally, finding mutually agreeable resolutions that preserved client relationships.
  • Maintained compliance with federal regulations, company policies, and industry best practices in all mortgage loan servicing activities.
  • Improved borrower satisfaction by efficiently managing and resolving mortgage loan servicing inquiries.
  • Provided exceptional customer service by empathetically addressing patient concerns related to billing disputes or financial hardships.
  • Managed a high volume of inbound calls, maintaining professionalism and accuracy throughout each interaction.
  • Promoted customer loyalty by engaging in timely follow-up calls, addressing any lingering questions or concerns they may have had.
  • Handled sensitive financial information securely while adhering strictly to privacy guidelines and requirements.
  • Actively participated in ongoing training programs in order to stay current on industry trends and better serve clientele base.
  • Identified potential sales opportunities during routine account servicing calls, leading to increased product cross-selling success.

RELATIONSHIP BANKER

PNC BANK
05.2021 - Current
  • Hardworking customer service representative focused on completing work quickly to consistently exceed targets
  • Reliable team member accustomed to taking on challenging tasks
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Worked with clients to develop financial planning strategies and solutions through evaluation of finances
  • Built and deepened relationships with prospective and currant customers to drive sustained growth
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance
  • Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product
  • Contacted prospective customers to present service options and explain details
  • Prepared contracts and related documentation according to strict standards
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity

CUSTOMER SERVICE

CHAMPION ENERGY
01.2020 - 05.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Cultivated customer loyalty, promoted repeat business and improved sales
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities
  • Recommended products to customers, thoroughly explaining details
  • Fielded customer questions regarding available merchandise, sales and upcoming company changes
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
  • Maintained accurate and current customer account data forms, processing digital information updates

BANK TELLER

WELLS FARGO
04.2018 - 01.2020
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills
  • Reconciled cash drawer and resolved discrepancies
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
  • Logged transactions to maintain accurate account records
  • Turned in excess cash to maintain drawer security
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates
  • Educated customers on banking website & mobile app
  • Recognized needs and referred to appropriate representative or line of business for cross-sell
  • Identified sales opportunities and referred customers to branch partners in financial services

CUSTOMER SERVICE

ASURION
01.2014 - 11.2017
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Answered constant flow of customer calls with minimal wait times
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards
  • Answered over 80 calls per shift to meet fast-paced call center demands
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships
  • Referred complex issues relating to online order system or technology to help desk for further evaluation
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions

Education

HIGH SCHOOL DIPLOMA -

EISENHOWER HIGHSCHOOL

Skills

  • Banking & Finance Experience
  • Managing Operations & Efficiency
  • Strategic Problem-Solving
  • Excellent Communication Skills
  • Confident in Skills & Knowledge
  • Teamwork and Collaboration
  • Critical Thinking Experience
  • Conflict Resolution Techniques
  • Flexible and Adaptable

Languages

Spanish
Native or Bilingual

Timeline

Mortgage Loan Servicing Representative

Regions
10.2022 - Current

RELATIONSHIP BANKER

PNC BANK
05.2021 - Current

CUSTOMER SERVICE

CHAMPION ENERGY
01.2020 - 05.2021

BANK TELLER

WELLS FARGO
04.2018 - 01.2020

CUSTOMER SERVICE

ASURION
01.2014 - 11.2017

HIGH SCHOOL DIPLOMA -

EISENHOWER HIGHSCHOOL

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