Summary
Overview
Work History
Education
Skills
Timeline
Generic

Guerlie Trenary

Orlando,Florida

Summary

Over 20 years of banking and lending experience with a focus on application support with consumer, commercial and TILA RESPA Integrated Disclosure TRID documents. I enjoy learning new technology software and helping clients with the functionality and optimal use of products by researching and resolving any issues. My goal is to always maintain a high level of customer satisfaction and keep the client happy with the technology.

Overview

32
32
years of professional experience

Work History

Data Support Engineer II

nCino
08.2019 - 04.2024
  • Salesforce Admin and Knowledge Centered Service certified
  • Banking and lending experience with a focus on application support with Consumer, Commercial and TRID documents
  • Communicate regularly with the customers via case, email and phone to ensure satisfaction with the nCino product
  • Analyze customer business processes and solution based on platform functionality
  • Research, troubleshoot, replicate and resolve customer reported error messages, questions, and configuration enhancements
  • Install CS and WK packages with new features, feature enhancements, and major/minor releases in customer Sandbox and Production environments
  • Deliver excellence in customer service by resolving cases with quality, efficiency, and high customer satisfaction
  • Continuously meet and exceed customer’s SLAs (Service Level Agreement) for case response, customer communication, and resolution time
  • Apply Knowledge Centered Service methodology to capture, structure, reuse and improve articles as part of case management process
  • Collaborate with Product Development, Implementation Team and Customer Success Managers when necessary
  • Collaborate with both Compliance System CS and Wolters Kluwer WK vendors in resolving customer issues.

Product Support Representative II

Fidelity National Information Services
09.2009 - 08.2019
  • Work closely with Tier 3 support to resolve escalated issues by the team
  • Help management by creating reports of overrides performed by the team so they can make business decisions about what cases in DEV need to be released earlier
  • Help train new hires by providing shadowing support and answering questions on case issues when needed
  • Participate in weekly calls to clients with management
  • Maintain all up to date certifications and training with regulations on REG U
  • Participated in all required internal training classes
  • Learned new functionality to support the FLO product and communicate with clients in a timely and effective manner via phone or email
  • Completed Skillport classes pertaining to Client Services
  • Document all activity to cases in the Case Management System from the client or internal conversation
  • Update cases at all times whether the case has been assigned a JIRA or Release date
  • Notify the client and close out cases in a timely manner when the issue has been resolved
  • Update clients on their case status via email or a phone call
  • Follow up if no response is received from clients
  • Call clients if needed and when message is not getting across through emails
  • Proficient with CSI documents on Consumer, Commercial and TRID.

Product Support Representative

Fiserv Lending Solutions/Easylender
09.2006 - 08.2009
  • Provided product and technical support to banks, credit unions and mortgage lenders on Consumer/Equity/Commercial and Mortgage loans origination software system
  • Provide training to clients on loan application process
  • Interfacing to service providers and generating proper loan documentation
  • Maintained solid customer relationships by handling their questions and concerns with speed and professionalism
  • Participated on ongoing mortgage and consumer lending training on new RESPA, Reg Z, HMDA and High Cost Loan regulations
  • Propose products and processes to client that would enhance client’s productivity and generate revenue.

Construction Loan Specialist

American Savings Bank
06.2005 - 07.2006
  • Monitors all of the activities related to the servicing of residential construction loans
  • Process payment request from contractors
  • Coordinate the ordering of property inspections and subsequent disbursements
  • Review and monitor the construction progress
  • Prepare and send billing statements
  • Handle correspondence with the parties concerned
  • Reviews and analyzes loans in order to take a proactive approach to resolve any construction problems
  • Works with customers on extending the construction term as needed including completing extension forms
  • Works with customer to execute the extension agreement
  • Process the extension fee and updating the system.

Accountant

American Savings Bank
03.1998 - 06.2005
  • Balances general ledger accounts to subsidiary ledger records daily for accuracy of ledger account balance
  • Identifies and reports outstanding GL transactions for GL clearing accounts and GL suspense accounts
  • Prepares and generates reconciliation reporting weekly and monthly for Accounting Department.

Loan Processor

American Savings Bank
05.1993 - 03.1998
  • Processes consumer loans after approval by obtaining the proper documents for loan closings
  • Ensures all necessary documents to close and fund consumer loans are completed
  • Responds to telephone inquiries related to assigned loan files
  • Audit and follows up on reports
  • Work with loan officers to assure that all outstanding conditions of the loans are met
  • Order any required insurance and other closing documents
  • Preliminary reports, deeds, mortgages, power of attorneys, and ALTA title policies
  • Coordinate escrow closings
  • Prepare documents for recordation.

Disbursement Clerk

American Savings Bank
01.1992 - 05.1993
  • Responsible to work with escrow and title companies to request mortgage loan documents pickup
  • Monitor and record release of mortgages for various loan centers
  • Disburse all escrow proceeds and ALTA/recording checks
  • Balances general ledgers daily and monthly
  • Prepares journal entry on a daily basis
  • Generates standard operational and management reports
  • Validates accuracy of data entry work.

Education

Bachelor of Science in Business Administration major in Accounting -

Philippines Women’s University
Manila, Philippines

Skills

  • Microsoft Word
  • Excel
  • WordPerfect
  • Metavante System
  • Mortgageserv System
  • FLO Loan Origination System
  • Teller Terminal
  • Platform
  • Internet Direct
  • Salesforce
  • Informatica

Timeline

Data Support Engineer II

nCino
08.2019 - 04.2024

Product Support Representative II

Fidelity National Information Services
09.2009 - 08.2019

Product Support Representative

Fiserv Lending Solutions/Easylender
09.2006 - 08.2009

Construction Loan Specialist

American Savings Bank
06.2005 - 07.2006

Accountant

American Savings Bank
03.1998 - 06.2005

Loan Processor

American Savings Bank
05.1993 - 03.1998

Disbursement Clerk

American Savings Bank
01.1992 - 05.1993

Bachelor of Science in Business Administration major in Accounting -

Philippines Women’s University

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Guerlie Trenary