Joana Velarde Rodriguez
1475 Island Avenue Unit 315, San Diego,CA
Summary
Consumer Banking Professional with 13 years experience in Underwriting/Consumer Lending/Mortgage Lending/Business Banking/Banking Operations/Call Center/Customer Service/Supervising and Training. Thorough and detail-oriented Loan Officer brings proven expertise in evaluating packages. Attentive Loan Specialist with background in assessing credit history data and finding appropriate solutions perfect for customer needs. Analytical problem-solver tenacious in pursuing sales opportunities. Bilingual individual willing to go the extra mile to ensure quality service to each and every customer. Ready for new position where loan evaluation and consumer banking background can be best utilized.
Overview
13
13
years of professional experience
Work History
Telephone Consultant III
Mission Federal Credit Union
San Diego, CA
08.2023 - Current
- Service incoming calls and process transactions while providing a stellar customer service experience.
- Manage multiple queues providing proficiency in credit card, online banking/mobile banking, and consumer loans.
- Provide Member resolution in a timely and efficient manor.
- Upsell products and services based on Member needs.
- Securely provide Member documentation upon request through electronic transmission .
- Ability to multi-task in a high inbound contact center with little downtime.
- Alert to attempted fraud/phising attempts by fraudulent parties attempting account takeovers.
- Stay true to Mission Federal's core value in providing the best Member Experience where Service is the number one Goal with every call.
- Stay up to date with company policies and procedures, compliance and everyday changes.
- Ability to work in a Team environment in an effective and efficient manner.
Indirect Consumer Lending Underwriter I
San Diego County Credit Union
San Diego, CA
11.2021 - 11.2022
- Analyzed and evaluated loan requests including application information, credit bureau reports, collateral evaluation, account information, and any other internal or external data/documentation pertinent to making decisions in compliance with underwriting, processing policies and guidelines.
- Verified client financial information to determine creditworthiness and loan eligibility.
- Reviewed credit histories, financial histories, available credit and current employment from applicants and determined feasibility of granting requested loans.
- Approved or denied loan applications and explained reasoning behind decisions.
- Kept current with lending updates, criteria, guidelines, procedures, policies, and processes in order to make sound lending decisions.
- Worked within authority limits, seeking assistance when appropriate.
- Developed and maintained business relationships with dealer partners through open and professional communication while consistently providing expected levels of service.
- Partnered with Senior Indirect Consumer Lending Underwriters on loan review to maintain good loan performance and enhance independent loan review skills.
- Participated in AML/BSA compliance training as assigned.
Financial Service Representative II/Personal Banker
San Diego County Credit Union
San Diego, CA
09.2015 - 10.2021
- Interviewed clients and prospects to determine their financial needs and aided in selecting appropriate products and services.
- Cross sold products and services to clients by assisting or referring clients to an appropriate representative.
- Discussed financial needs and goals to present investment options aligned with clients' financial status.
- Certified MLO, reviewed Real Estate loan term options available with clients and submitted Real Estate loan applications.
- Assisted Underwriting in collecting and verifying all necessary documentation to determine loan eligibility.
- Prepared documentation for new accounts, loans and/or card issuance.
- Ensured loan files are complete and accurate with appropriate and thorough comments, along with recommendations to aid in loan decision.
- Relayed loan decision to clients along with loan terms and conditions providing financial counsel and alternatives, as needed.
- Processed and funded consumer loans for clients.
- Accountable for sales, growth, customer experience, operational procedures and training of new staff.
- Received and processed deposits, withdrawals and loan payments, keeping financial records up-to-date.
- Provided exceptional service experience; resolved member complaints quickly and accurately; responded to member inquiries on the phone and in person.
- Client follow up to improve the member experience and deepen client relationship.
- Participated in AML/BSA compliance training and adhered to AML/BSA policies and procedures.
- Real Estate Certified.
- Business Account Certified.
Information Specialist II/Call Center Representative
San Diego County Credit Union
San Diego, CA
04.2013 - 09.2015
- Answered telephone calls, responded to requests for information, processed client transactions and routed callers to correct personnel or departments.
- Multitasked in a high call inbound call center and maintained control in a high stressed environment.
- Facilitated communication and processed transactions following call center policies and procedures through active management of incoming correspondences, phone calls, live chats, emails and letters.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Transmitted information or documents to customers through email or mailings.
- Investigated and analyzed client complaints to identify and resolve issues.
- Cross sold products and services based on client needs.
- Followed company policies and procedures to properly identify clients and mitigate loss.
- Opened and closed accounts.
- 2014/2015 President's Club Service Achievement Award.
Underwriter/Credit Specialist
LEAP Auto Loans
San Diego, CA
05.2011 - 07.2012
- Processed new applications and followed company guidelines to underwrite applications.
- Collected and verified borrower income, credit history and employment information.
- Examined collateral to establish market value and assessed repayment capacity before loan approval.
- Determined credit approval based on financial standing, credit records and payment history.
- Communicated loan status, decisions and approval conditions to clients.
- Wrote contracts and terms for approved credit requests, fulfilling legal and financial requirements to protect institution.
- Reviewed and audited loan files prior to funding to ensure completeness and accuracy.
- Processed payments to pay off current creditors (wires, checks).
Education
High School Diploma -
San Diego High School
San Diego, CA06.2002
Some College (No Degree) - Business Administration
Grossmont College
El Cajon, CASkills
- NMLS Registration
- Mortgage Cadence Software
- Automated Underwriting System (AUS)
- Experian Credinomics
- Symitar Software
- Meridian/Loans PQ Software
- Microsoft Office
- Application Review
- Credit History Review
- Creditworthiness Determination
- Fraud Detection and Prevention
- Income Evaluation
- Loan Processing Coordination
- Loan Feasibility Assessment
- Loan File Review
- Documentation and Recordkeeping
- Customer Service
- Customer Relations
- Client Interview
- Active Listening and Learning
- Complaint Handling
- Problem Solving
- Product Education
- Analytical and Critical Thinking
- Multitasking and Prioritization
- Verbal and Written Communication
- Oral and Written Comprehension
- Decision Making
- Time Management
- Attention to Detail
- Cash Handling
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References Available Upon Request
Timeline
Telephone Consultant III
Mission Federal Credit Union
08.2023 - Current
Indirect Consumer Lending Underwriter I
San Diego County Credit Union
11.2021 - 11.2022
Financial Service Representative II/Personal Banker
San Diego County Credit Union
09.2015 - 10.2021
Information Specialist II/Call Center Representative
San Diego County Credit Union
04.2013 - 09.2015
Underwriter/Credit Specialist
LEAP Auto Loans
05.2011 - 07.2012
High School Diploma -
San Diego High School
Some College (No Degree) - Business Administration
Grossmont College
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