Summary
Overview
Work History
Skills
Accomplishments
Certification
Interests
Work Availability
Timeline
Hi, I’m

Esther Cosio

VP; Operations Manager
Ontario,CA
Esther Cosio

Summary

Performance-driven Vice President with 15+ years of experience aligning systems with business requirements, policies, and regulatory requirements. Applying excellent organization and communication skills to effectively manage and lead teams is a passion. Possessing a results-oriented approach and extensive experience in interfacing and consulting on business processes to drive successful outcomes based on sound overall business judgment. Strong analytical, communication, and teamwork skills facilitate quick adaptation to new environments. Eager to contribute to team success and further develop professional skills. Bringing a positive attitude and commitment to continuous learning and growth, this candidate is a valuable asset to any organization.

Overview

17
years of professional experience
1
Certification

Work History

Bank of America

VP; Operations Manager-Fraud Resolution/Recovery
03.2023 - Current

Job overview

  • Successfully manage a team of 14-18 Fraud Investigations Analysts and Proficiency Coach
  • Responsible for a team of senior claims analysts with the review and decision of complex fraud claims. Issuing resolution to provide credit or deny transactions.
  • Ensuring all analysts are working with policy, procedure, and guidelines to mitigate risk.
  • Utilize multiple applications to identify fraudsters. Review ATM film, cardholder documents, merchant documents, Visa/Mastercard, as well as internal applications such as Verint/Wadworth, and GWA.
  • Responsible for ensuring all specialists pass quarterly TYK's.
  • Identify, analyze, and resolve complex fraud claims issues. Ensure compliance with policies and involved in implementing new processes to improve efficiency and to mitigate risk.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams.
  • Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
  • Monitored key business risks and established risk management procedures.

Bank of America

VP; Operations Manager-National Condo/Co-op
03.2021 - 03.2023

Job overview

  • Successfully manage a team of 12-14 condo/co-op review specialists and Team Lead.
  • Build, train, manage and control workflow throughout the process, maintaining QA and SLA standards.
  • Work with leadership and peers to develop and implement new/improved operating efficiencies to ensure production and QA workflow.
  • Responsible for exception/escalation management and decisions.
  • Interpreting and understanding legal documents regarding condo/co-op association management.
  • Responsible for ensuring all specialists passed and maintained their Role Based Condition Authority (RBCA)
  • Strong customer and client focus
  • Collaborate with fulfillment and sales partners to ensure loans are funded on time.

Bank of America

AVP; Operations Manager COS Hazard & NFD
07.2018 - 03.2021

Job overview

  • Successfully manage 2 teams with 10-15 associates each across multiple roles and functions.
  • Responsible for leading a team of coordinators to meet/exceed performance targets including Productivity, Service Level Agreements and Quality Metrics
  • Oversee daily activity for both the Hazard and NFD function to ensure adherence to all performance metrics
  • Assists in developing and implementing changes to processes/procedures to streamline efficiency and accuracy of workflow. Assisted in all three Utopian Process Improvements for hazard insurance.
  • Drives positive employee engagement and teamwork-One Team One Goal
  • Managed projects efficiently, ensuring timely delivery and high-quality results.
  • Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
  • Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
  • Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
  • Established policies and procedures that improved operational efficiency within the organization.
  • Oversaw talent acquisition efforts, selecting top candidates who contributed significantly to organizational success.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Analyzed and reported on key performance metrics to senior management.
  • Facilitated smooth collaboration between departments through clear communication channels.

Bank of America

Operations Team Lead
10.2015 - 07.2018

Job overview

  • Responsible for directing the team with internal operational activities. Focusing on day to day resolution of problems and execution of transactions that require immediate attention.
  • Review Operations Procedures and implement change to ensure the enforcement and adherence to operations procedures.
  • Provide guidance to associates and handle escalations, exceptions, and referring complex issues to senior management.
  • Work directly with Fulfillment partners to obtain Hazard Insurance Documents to complete the loan process
  • Review and determine if documents received are complete and meet requirements to proceed with the loan process
  • Direct contact with insurance agents, HOA reps, and fulfillment partners to request additional information needed if necessary.
  • Approve Exception Processing
  • Once approved, clearing the hazard insurance condition so that Fulfillment partners can proceed with the loan in process
  • Documents reviewed include: ACORD forms, HO6 policies, Binders, Hazard insurance policies, and any other information regarding Hazard insurance.

Bank of America

Senior Operations Analyst-Root Cause
03.2014 - 10.2015

Job overview

  • Required to maintain a full understanding of the loss mitigation, mortgage servicing, fulfillment, and liquidation process in order to research and identify the root cause of a customer's complaint.
  • Mitigate risk within the unit/department by ensuring complex transactions for the business unit have been executed accurately such as income reviews, insurance transactions and servicing of the loan.
  • Coordinates the implementation of new procedures, and provide feedback for areas of opportunity for the LOB.
  • Team subject matter expert assisting peers with captures in order to identify the proper breaks and meet quality and production standards.
  • Mentored junior colleagues in best practices for operations support analysis, contributing to their professional development and advancement opportunities.
  • Analyzed complex data sets to identify trends and make recommendations for strategic business decisions, driving organizational growth.
  • Streamlined operational processes by identifying inefficiencies and implementing solutions, resulting in improved overall performance.

Bank of America

Retention Ops QA Analyst- Internal Quality Control
10.2012 - 03.2014

Job overview

  • Report directly to UM ensuring precise evaluation and execution of the quality audit process for Intake, Reassignment, Adverse Action, NOE/RFI and Treasury/Bud teams.
  • Weekly meetings with LOB Management to discuss and report fail trends identified, set priorities and provide feedback and recommendations to leadership. Mitigate risk by ensuring compliance with CFPB/ OCC regulations.
  • Implement procedures to meet production deadlines and successfully execute service level agreements. Coach 12-15 auditors with new implementations and processes
  • Create procedure drafts, job aides, and share points for new processes and update current processes as change occurs. Present this information to upper management via meetings or Power Point presentations.
  • Responsible for ensuring all deliverables are completed within the allotted timeframes working with peers and individually.
  • Complete internal disputes for line of business that unit supports
  • Promoted a culture of continuous improvement, regularly reviewing and refining QA processes and methodologies.
  • Contributed to the establishment of performance benchmarks, tracking QA metrics over multiple development cycles.
  • Encouraged adoption of best practices among team members, leading workshops and training sessions on relevant topics.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or deficiencies.

Bank of America

Case Management Team Manager
05.2012 - 10.2012

Job overview

  • Managed a team of 10-15 front line associates in a high volume, production driven environment
  • Responsible for ensuring associate success in all performance areas (adherence, quality, production & attendance)
  • Utilize all resources to strengthen and develop associate knowledge and skills to drive success.
  • Support the CRM associate as the single point of contact to the customer.
  • Attended leadership meetings and delivering all required information to the floor.
  • Responsible for compiling performance related reports using Excel, Word and Outlook.
  • Delivered performance and development plans and coaching.
  • Responded to customer and 3rd party calls while mitigation escalations and risk to the bank.

Bank of America

Workout Specialist/Process Support-EHUD FHA
07.2011 - 05.2012

Job overview

  • Collect required documents from CRM's within allotted timeframes; respond to questions and concerns regarding the modification process/status
  • Ensure all documents are accurate prior to forwarding for underwriter review; documents include
  • Hazard/Flood /Wind Declarations Page ■ Income documents/Paystubs
  • Tax Returns/4506T ■ Title/ Appraisal
  • Responsible for ordering title reporting and executing tax transcripts and ensuring the accuracy of the documents
  • Assisted TM and UM with overflow, coaching, and reporting to ensure accuracy, quality and performance of peers.

Bank of America

Escrow/Tax/Insurance Second Level Queue
07.2008 - 07.2011

Job overview

  • Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Cross-trained and provided back-up for other customer service representatives as needed
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems during initial call.
  • Investigated and resolved customer escalations in a timely and empathetic manner.
  • Served as facilitator and on-the-job training coach for new associates, shared knowledge of queue specific policies and procedures.
  • Assisted as acting team manager as needed and shared best practices to drive and achieve department goals.
  • Reviewed and updated insurance, tax and escrow documents to ensure compliance with bank standards and to mitigate risk.
  • Hazard/Flood /Wind Declarations Page
  • FEMA Website
  • Flood Zone Verification/Updates
  • LOMA/LOMR
  • Flood Certificate/ Elevation Certificate
  • Tax Bill/ Parcel ID/Tax Authority Website
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Skills

  • Team leadership
  • Relationship building
  • Decision-making
  • Data-Driven Problem Solving
  • Critical thinking
  • Coaching and mentoring
  • Complex Problem-solving
  • Client relationship building

Accomplishments

Accomplishments
  • Earned the ”Top Performer" Award for team overall performance.
  • Earned the "Inspiration" Award. Demonstrating strong leadership skills, inspiring others to be advocates and representatives of the bank. This is an award won by the votes or your peers and nominated by the Senior VP.
  • Collaborated with direct manager in the development of successful pipeline management tracker. This resulted in higher overall performance in all teams across the organization
  • Collaborated with legal and compliance to write several new policy and procedure guides for new hire and upskill training.
  • Developing new talent and progressing current associates toward their overall career goals.
  • Led and developed several subordinates to leadership goals.

Certification

  • CPR/AED Certification
  • RBCA-Role Based Condition Authority (Hazard/Dispositions/Condo-Co-op)

Interests

  • Learning new cooking techniques and expanding my culinary skills
  • Engaging in food photography and sharing culinary creations on social media
  • Growing herbs, vegetables, or fruits in home gardens
  • Playing Sports
  • Camping
  • Outdoor Recreation
  • Dancing
  • Pilates
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

VP; Operations Manager-Fraud Resolution/Recovery
Bank of America
03.2023 - Current
VP; Operations Manager-National Condo/Co-op
Bank of America
03.2021 - 03.2023
AVP; Operations Manager COS Hazard & NFD
Bank of America
07.2018 - 03.2021
Operations Team Lead
Bank of America
10.2015 - 07.2018
Senior Operations Analyst-Root Cause
Bank of America
03.2014 - 10.2015
Retention Ops QA Analyst- Internal Quality Control
Bank of America
10.2012 - 03.2014
Case Management Team Manager
Bank of America
05.2012 - 10.2012
Workout Specialist/Process Support-EHUD FHA
Bank of America
07.2011 - 05.2012
Escrow/Tax/Insurance Second Level Queue
Bank of America
07.2008 - 07.2011

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Esther CosioVP; Operations Manager