Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Evelyn Gonzalez Mercado

Gilbert,AZ

Summary

Organized and detail-oriented Financial professional in the banking industry. Proven expertise in providing well-rounded customer service with strong communication skills, sales experience and deep knowledge of banking environments.

Overview

10
10
years of professional experience

Work History

Home Lending Advisor

JP Morgan Chase
09.2021 - Current
  • Contributed significantly towards achieving company targets through diligent follow-ups on pending applications.
  • Conducted comprehensive financial analyses to determine borrower eligibility, accurately assessing creditworthiness.
  • Educated customers on loan options and requirements, helping them navigate complex application processes with ease.
  • Increased loan approvals by implementing effective client assessments and thorough documentation reviews.
  • Effectively managed time-sensitive tasks by prioritizing deadlines according to urgency while maintaining accuracy in documentation preparation.
  • Maintained up-to-date knowledge of industry regulations and compliance standards, ensuring accurate loan processing.
  • Streamlined the lending process for faster turnaround times, ensuring timely disbursement of approved loans.
  • Managed risk by closely monitoring loan portfolios and proactively identifying potential problem accounts.
  • Developed strong relationships with clients to gain referrals and repeat business, driving branch growth and profitability.
  • Enhanced customer satisfaction by providing personalized financial advice and tailored lending solutions.
  • Leveraged extensive product knowledge to identify upselling opportunities, enhancing overall revenue generation from existing clientele.
  • Coordinated closely with other departments such as marketing, sales, and operations to achieve organizational objectives in a cohesive manner.
  • Collaborated with underwriting team to negotiate better terms for clients, resulting in higher approval rates.
  • Provided exceptional customer service through prompt responses to inquiries and timely resolution of issues.
  • Evaluated market trends and competitor offerings, adjusting product recommendations accordingly for maximum client benefit.
  • Optimized workflow processes to reduce errors and increase efficiency within the lending department.
  • Developed strong relationships with customers through high levels of customer service.
  • Utilized risk management strategies to attain high loan approval rates.
  • Monitored pipelines to track and log status of loans.
  • Assessed loan portfolios for compliance with underwriting policies.
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
  • Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
  • Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
  • Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
  • Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
  • Enhanced regulatory compliance by conducting thorough risk assessments and implementing effective control measures.
  • Conducted regular reviews of company policies and procedures for alignment with regulatory requirements and industry best practices.
  • Led efforts in maintaining compliance with federal regulations and internal policies through regular reviews and updates.
  • Evaluated customer data to identify and prevent fraudulent activities.

Personal Banker

BBVA
03.2020 - 09.2021
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Improved customer satisfaction by providing personalized banking solutions and exceptional service.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
  • Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
  • Boosted sales of bank products through effective cross-selling and up-selling techniques.
  • Enhanced client retention with proactive follow-ups and timely resolution of account issues.
  • Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
  • Worked closely with management to strategize sales techniques to increase branch production and customer service.
  • Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
  • Supported managers in implementing operational improvements that increased efficiency across the branch network.
  • Monitored customer accounts to detect irregularities or suspicious activity.
  • Optimized portfolio growth by identifying potential investment opportunities for high-net-worth clients based on market trends analysis.
  • Expanded customer base by consistently meeting referral goals through networking events and community outreach initiatives.
  • Maintained customer records and updated account information.
  • Monitored accuracy of customer information in system.
  • Reconciled customer accounts and balanced daily transactions.
  • Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
  • Explained account terms and conditions to customers.
  • Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
  • Streamlined daily operations, ensuring accurate transaction processing and efficient customer service delivery.
  • Expanded client base by promoting new financial products.
  • Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
  • Processed deposits, withdrawals and ACH transfers accurately.
  • Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
  • Networked to increase client base and encourage existing clients to expand financial portfolios.

Personal Banker/Small Business Specialist/Manager on Duty

JPMorgan Chase
10.2014 - 03.2020
  • Acted as an advocate for the small business community through participation in local government initiatives or policy discussions related to economic development issues affecting the sector.
  • Enhanced small business growth through targeted marketing strategies and financial analysis.
  • Facilitated workshops and seminars on best practices for small business management, supporting professional development among entrepreneurs.
  • Developed customized solutions of deposit, lending, and other products for small business customers.
  • Prospected for new business through networking, community outreach, and customer referral generation.
  • Identified gaps in current product/service offerings within the marketplace recommending strategic improvements that would position clients'' businesses for long-term success.
  • Managed a diverse portfolio of small businesses spanning multiple industries, demonstrating adaptability and versatility as a Small Business Specialist.
  • Increased client satisfaction by providing personalized small business solutions and support.
  • Designed and developed data pipelines to acquire, clean and process data.
  • Trained employees in essential job functions.
  • Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
  • Enhanced customer satisfaction through consistent monitoring of service quality and staff performance.
  • Proactively identified potential issues within the workplace, taking corrective actions to maintain seamless operations at all times.
  • Developed and implemented strategies to increase sales and profitability.
  • Facilitated interdepartmental communication to streamline processes while maintaining consistency in achieving organizational objectives.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.

Education

Medical Insurance Billing

Universidad De Puerto Rico
Aguadilla, P.R.

Skills

  • Loan Servicing
  • Credit analysis
  • Portfolio Management
  • Mortgage lending
  • Cross-Selling Products
  • Customer service-focused
  • Document analysis
  • Risk management assessments
  • Financial Counseling
  • Regulatory Compliance
  • Teamwork and Collaboration
  • Time Management
  • Problem-solving abilities
  • Multitasking
  • Excellent Communication
  • Organizational Skills
  • Data Entry
  • Sales Techniques
  • Call center experience
  • Fluent Bilingualism

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Home Lending Advisor

JP Morgan Chase
09.2021 - Current

Personal Banker

BBVA
03.2020 - 09.2021

Personal Banker/Small Business Specialist/Manager on Duty

JPMorgan Chase
10.2014 - 03.2020

Medical Insurance Billing

Universidad De Puerto Rico

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Evelyn Gonzalez Mercado