Jesus Rivera
Phoenix,AZ
Summary
Customer service and operations professional with over 10 years of experience in financial services, risk management, and team leadership. Recognized as a three-time Agent of the Quarter for delivering top performance in customer satisfaction, conflict resolution, and compliance. Skilled in problem solving, process improvement, and mentoring peers. Seeking to bring strong communication, leadership, and analytical skills into a new opportunity outside of banking.
Overview
13
13
years of professional experience
Work History
CUSTOMER ASSISTANCE TEAM CAT LOSS MITIGATION
JPMorgan Chase & Co
07.2022 - Current
- THREE TIME CONSECUTIVE AGENT OF THE QUARTER 07/2024 07/2025
- Communicate with customers in a metrics-driven environment
- Demonstrate resiliency and extreme adaptability in a fast-paced environment
- Possess strong customer focus with the ability to have detailed conversations with our customers
- Take ownership of each customer interaction while treating customers with respect and responding with empathy
- Document all interactions thoroughly
- Demonstrate personal excellence, including punctuality, integrity, and accountability
- Effectively prioritize work and approach problems logically and with good judgment to ensure the appropriate customer outcome
- Abide by all applicable regulatory and department practices and procedures
ARBSO PROBATE
JPMorgan Chase & Co
07.2022 - Current
- Demonstrate critical thinking skills to identify the best plan of resolution.
- Exhibit personal dedication, strong work ethic, and leadership skills.
- Possess strong written, communication, and organizational skills.
- Ability to identify trends and escalate appropriately
Loss Mitigation
JPMorgan Chase & Co
07.2022 - Current
- Handle heavy call flow from inbound/outbound dialer
- Acct delinquency from 5 days PD to being out for REPO >120 days PD
- Probing questions to ensure root cause for delinquency is obtained
- Strong written and verbal communications skills.
- Ability to use telephone communication skills with customers.
- Strong negotiation skills able to negotiate higher delinquency accounts
Collections Specialist II (BILINGUAL) Dialer Blend
JPMorgan Chase & Co
07.2022 - Current
- Handle heavy call flow from inbound/outbound dialer
- Acct delinquency from 5 days PD to being out for REPO >120 days PD
- Probing questions to ensure root cause for delinquency is obtained
- Strong written and verbal communications skills.
- Ability to use telephone communication skills with customers.
- Strong negotiation skills able to negotiate higher delinquency accounts
Home Svcs Specialist II – SFLO
Bank of America
06.2021 - 10.2021
- Experience with reviewing/validating credit reports, appraisal, title and identify applicable red flags
- Ability to review/calculate basic debt-to-income, income, assets, and loan to value
- Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending.
- Ability to manage a heavy pipeline of 60 plus loans.
- Strong written and verbal communications skills.
- Ability to use telephone communication skills with customers.
- Math Proficiency.
Credit Analyst III (BILINGUAL)
Bank of America
11.2016 - 06.2021
- Credit Analyst that finalizes credit requests based upon lending philosophy. Demonstrates
- Knowledge of Federal and State Regulations ensuring proper policies and procedures
- Able to inform clients of the credit decision, regardless of outcome
- Works independently to arrive at an equitable solution for client; however knowing
- Credit evaluation
- Makes sound decisions by maintaining quality and production metrics
Sr. Client SVCS Rep (Digital Services)
Bank of America
01.2016 - 11.2016
- Multi-tasking, and clearly communicating resolutions in an efficient manner.
- Understanding how clients engage with us via technology
- Navigating multiple computer applications while interacting with the client.
- Resolve their situation the first time.
- Listening to, understanding and providing solutions for our clients’ needs.
Customer SVCS Rep I (Bilingual)
Bank of America
05.2015 - 01.2016
- Create a connection with customers to provide outstanding, personalized service
- Listen carefully and connect with customers to understand their top financial priorities
- Ensure customers/clients are quickly connected to the appropriate teammate with the expertise to meet their needs
- Build, develop and maintain partnerships with teammates and specialists to maximize effectiveness and serve customers
- Follow established policies, procedures and guidelines
Experience Sales attendant
Liberty GMC
09.2014 - 05.2015
- Ensure cleanliness of lot and customer parking
- Provide exceptional customer service to customers when approaching the work site and when leaving
- Various odd jobs including driving through out the state of Arizona for vehicle transfer
General Manager
Popeyes Chicken and Biscuit
10.2013 - 08.2014
- In charge of multiple stores and over 20 staff members
- Weekly tasks consisted of inventory, stocking, payroll, and management meetings
- Many hours demanding of constant multitasking to ensure facility and customer standards were always meet
Assistant manager
Church's Chicken
08.2012 - 02.2014
- General Maintenance on a day to day basis
- In charge of food safety and cleanliness at all times of operation hours Performing store opening and closing to ensure registers matched both opening and closing reports
- Stocking inventory performed on a weekly basis, along with weekly staff scheduling
Education
High School Diploma -
Trevor G Browne
Phoenix, AZ05-2013
Skills
- Strong ability to finalize decisions based on prescribed guidance, efficiently managing space and time to meet required monthly goals
- Utilize several systems and multitask multiple requests to ensure efficiency
- Able to adapt and change to a growing environment and apply changes instantly
- Peer feedback facilitation
- Adapts to change
- Ability to work under pressure
- Decision making
- Time management
- Self-motivator
- Conflict resolution
- Leadership skills
- Creative
- Results Driven
- Data Analysis
- Strong verbal & communication skills
- Active volunteer
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
CUSTOMER ASSISTANCE TEAM CAT LOSS MITIGATION
JPMorgan Chase & Co
07.2022 - Current
ARBSO PROBATE
JPMorgan Chase & Co
07.2022 - Current
Loss Mitigation
JPMorgan Chase & Co
07.2022 - Current
Collections Specialist II (BILINGUAL) Dialer Blend
JPMorgan Chase & Co
07.2022 - Current
Home Svcs Specialist II – SFLO
Bank of America
06.2021 - 10.2021
Credit Analyst III (BILINGUAL)
Bank of America
11.2016 - 06.2021
Sr. Client SVCS Rep (Digital Services)
Bank of America
01.2016 - 11.2016
Customer SVCS Rep I (Bilingual)
Bank of America
05.2015 - 01.2016
Experience Sales attendant
Liberty GMC
09.2014 - 05.2015
General Manager
Popeyes Chicken and Biscuit
10.2013 - 08.2014
Assistant manager
Church's Chicken
08.2012 - 02.2014
High School Diploma -
Trevor G Browne
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