Janice Nieves
Ocala,FL
Summary
Resourceful Service Center Manager with 18 years of experience. Dedicated to long-term goals and day-to-day streamlining. Adept at cutting costs and following budgets without sacrificing fantastic standards for customer service and employee performance. Trained in leadership and conflict management with knowledge of modern computer systems.
Overview
19
19
years of professional experience
Work History
SERVICE CENTER MANAGER
Campus USA Credit Union
01.2022 - Current
- Directed, developed, motivated, hired, and disciplined branch personnel; administered performance evaluations and recommended appropriate personnel actions
- Monitored branch operating results relative to established goals and individual goals and ensured that appropriate steps were taken to correct unsatisfactory performance
- Represented the Credit union as appropriate in relationships with members, community organizations, other financial institutions, and similar groups
- Managed all daily Branch operations
- Assisted members with their financial needs, including opening new accounts and approving loan requests according to Campus guidelines
- Maintained monthly, quarterly, and yearly branch audits in order to stay in compliance with credit union regulations.
ASSISTANT MANAGER
Campus USA Credit Union
01.2021 - 01.2022
- Assisted members with their financial needs, including opening new accounts and approving loan requests according to Campus guidelines
- Strive to acquire entire relationship with each member.
- Coach and develop staff, ensuring all are well-trained in Service Center operations, credit union regulations/compliance, and sales techniques
- Manages daily Service Center operations, including schedule writing and hiring
- Maintained monthly, quarterly, and yearly Service Center audits to comply with credit union regulations.
FINANCIAL SALES ADVISOR
BBVA Compass Bank
01.2018 - 01.2021
- Assist customers with self-service needs, implementing technology, analytical and interpersonal skills.
- Exceeded goals in a customer-centric, results-driven environment
- Engaged others in dialogue by building/deepening relationships and demonstrated a commitment to providing personalized service
- Influenced and collaborated with others outside of reporting authority to achieve shared goals
- Build solid relationships with teammates, business partners, and specialists by fostering teamwork, partnership, and collaboration.
Loan Partner I
WaterStone Mortgage
01.2018 - 09.2018
- Screen calls and book appointments for Loan Originator
- Track leads on daily basis for Loan Originator
- Conducted weekly pipeline meetings with the Loan Originator addressing follow-up items
- Answer questions regarding closing requirements from staff members, branch vendors, and investors
- Track all requested documents in Encompass and pull credit pertaining to lead generation
- Engaged in requesting and obtaining referrals from past, current, and potential clients, along with sales partners.
Relationship Manager
Bank of America
01.2017 - 01.2018
- Assist customers with self-service needs, implementing technology, analytical and interpersonal skills
- Exceed goals in a customer-centric, results-driven environment
- Engaged others in dialogue by building/deepening relationships and demonstrated a commitment to providing personalized service
- Influenced and collaborated with others outside of reporting authority to achieve shared goals
- Build solid relationships with teammates, business partners, and specialists by fostering teamwork, partnership, and collaboration.
Senior Personal Banker
American Momentum Bank
01.2016 - 01.2017
- Achieved sales goals by utilizing knowledge of Bank products and the client's needs and desires
- Taught clients the merits of each product/service to help them reach the best solutions for their individual circumstances
- Provided efficient and courteous customer services; opened new accounts, addressed client queries, and maintained existing accounts/client records
- Prepared/processed various account-related paperwork and assisted client(s) in signing documents
- Ensured documentation, processing and maintenance of all client accounts is done in accordance with all state and federal regulations and Bank policies
- Resolved client issues through direct action or by referral to other Bank sources
- Performed teller functions
- Assisted in opening/closing procedures while maintaining banking security policies.
Financial Specialist
Valley National Bank
01.2015 - 01.2016
- Perform intermediate duties and support related to branch operational activities and financial services
- Processes all new account transactions, assisting customers in their selection of various accounts and financial services
- Cross-selling the Bank's products and services; opening, maintaining, and closing all account types
- Performs branch clerical duties; promoting business for the Bank by maintaining good member relations and referring customers to appropriate staff for new services.
Credit Operation Specialist / Consumer Underwriter
CNLBank
01.2008 - 01.2015
- Coordinated credit and loan portfolio administration support, such as monitoring past dues, document exceptions, collateral value monitoring, and covenant compliance
- Interacted with Relationship managers as a distributor of files and financial information
- Aid auditors with any questions or documents during exams or loan reviews
- Assisted in the financial analysis, consumer underwriting, and approval process
- Prepared credit approval packages, annual reviews, renewals of credit, and coordination of document preparation and closings
- In collaboration with the Client Advisor or Credit Advisor, acted as an additional contact to the client.
Customer Service Representative/Senior Teller
RBC
07.2006 - 12.2007
- Gained knowledge of bank products
- Exceeded referral goals each week
- Assisted with identifying opportunities within current client base.
Receptionist/Loan Processor
Quality Mortgage Corporation
05.2005 - 07.2006
- Communicated with title, lending, appraisal, and insurance companies to order important closing documents
- Pulled Credit reports
- Filled out 1003 forms (loan applications)
- Maintained customer files.
Education
High School Diploma in Honor courses -
University High School
Orlando, FL05.2005
Skills
- Strong MS Word, MS Excel, and MS PowerPoint skills
- Training and Development
- Registered NMLS
- Notary
- Leadership trained
- Operational Excellence
- Staff Training and Development
- Staff Supervision
- Internal Auditing
- English and Spanish Fluency
Timeline
SERVICE CENTER MANAGER
Campus USA Credit Union
01.2022 - Current
ASSISTANT MANAGER
Campus USA Credit Union
01.2021 - 01.2022
FINANCIAL SALES ADVISOR
BBVA Compass Bank
01.2018 - 01.2021
Loan Partner I
WaterStone Mortgage
01.2018 - 09.2018
Relationship Manager
Bank of America
01.2017 - 01.2018
Senior Personal Banker
American Momentum Bank
01.2016 - 01.2017
Financial Specialist
Valley National Bank
01.2015 - 01.2016
Credit Operation Specialist / Consumer Underwriter
CNLBank
01.2008 - 01.2015
Customer Service Representative/Senior Teller
RBC
07.2006 - 12.2007
Receptionist/Loan Processor
Quality Mortgage Corporation
05.2005 - 07.2006
High School Diploma in Honor courses -
University High School
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