Jennifer Ohana Escamilla
Meriden
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude offering 14 years of experience. Willingness to take on added responsibilities to meet team goals. Proficient in all aspects of bank management and operations, including customer service staff coordination and product sales. Dedicated to effective innovative management techniques to ensure success of the branch.
Overview
21
21
years of professional experience
Work History
Branch Manager
Wells Fargo
12.2023 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
Cash Management Associate
Planet Home Lending
03.2023 - 12.2023
- Responsible for the timely and accurate processing of all payoffs, including providing quotes processing funds and completing the necessary documents to obtain discharge of the loan.
- Process payoff quotes within required timeframes.
- Handles more complex calls, performing research, resolving issues and communicating with internal/external clients when needed.
- Monitors all phases of the payoff process to ensure compliance with state, federal, investor and Company guidelines.
Escrow Specialist
Planet Home Lending
10.2022 - 03.2023
- Handles mortgage insurance claims including ordering property inspections, monitoring repairs and dispersing funds when appropriate.
- Monitors the placement of lender-placed homeowners and flood insurance ensuring timely premium payments. Files claims with the vendor as appropriate.
- Completes the imaging of loan documents and other trailing documents for record retention.
- Performs other duties as assigned.
- Review and process of monthly invoices.
- Insurance Loss Mailbox, reviews and process requests received in mailbox in a timely manner.
Regional Banking Associate Manager
Wells Fargo Bank
05.2019 - 10.2022
- Oversaw training and onboarding process for all newly hired employees within retail department.
- Mentored and supported 7 department employees to create strong workplace culture.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Mentored team members to enhance professional development and accountability in workplace.
Service Manager
Wells Fargo Bank, N.A.
06.2014 - 05.2019
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Personal Banker
Wells Fargo
05.2013 - 06.2014
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Promoted financial products by maintaining excellent service offering knowledge.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Achieved consistent recognition as top sales performer.
- Created innovative financial solutions to meet customer needs and provide competitive edge.
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
- Conducted detailed financial reviews for business clients to sell appropriate products to fit clients needs.
Lead Teller
Wells Fargo
03.2010 - 05.2013
- Identified potential needs through observation, questioning and listening.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Mentored newly hired team members on appropriate responses to patron questions.
- Replenished ATM funds in empty canisters prior to validation process.
- Introduced customers to other bank team members to help meet financial needs.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Provided customers with appropriate literature on banking products and services.
- Maintained friendly and professional customer interactions.
Teller
Wells Fargo
11.2008 - 03.2010
- Examined tellers' reports of daily transactions for accuracy.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Counted cash drawers and made bank deposits.
- Promoted bank's products and services by consistently cross-selling to customers.
- Purchased and maintained office supply inventories while adhering to budgeting practices.
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Handled various accounting transactions.
Administrative Assistant
Basement Remodeling Company
11.2007 - 11.2008
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Coached new employees on administrative procedures, company policies and performance standards.
Debt Collector Agent
CBCS
06.2004 - 06.2008
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Trained new team members on scripts, company services and collection strategies.
Education
Francis T. Maloney High School
Meriden, CT06.2005
Skills
- Flexible and Adaptable
- Self-Motivated
- Teambuilding
- Decision-Making
- Active Listening
- Multitasking Abilities
- Excellent Communication
- Teamwork and Collaboration
- Dependable and Responsible
- Attention to Detail
- Good Telephone Etiquette
Languages
So
Native or Bilingual
Timeline
Branch Manager
Wells Fargo
12.2023 - Current
Cash Management Associate
Planet Home Lending
03.2023 - 12.2023
Escrow Specialist
Planet Home Lending
10.2022 - 03.2023
Regional Banking Associate Manager
Wells Fargo Bank
05.2019 - 10.2022
Service Manager
Wells Fargo Bank, N.A.
06.2014 - 05.2019
Personal Banker
Wells Fargo
05.2013 - 06.2014
Lead Teller
Wells Fargo
03.2010 - 05.2013
Teller
Wells Fargo
11.2008 - 03.2010
Administrative Assistant
Basement Remodeling Company
11.2007 - 11.2008
Debt Collector Agent
CBCS
06.2004 - 06.2008
Francis T. Maloney High School
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