K. April Jacquo-Zarate
San Antonio,TX
Summary
Results-oriented Financial Professional with a rich 16-year background in retail banking, bank operations, and investment firm operations. Aiming to leverage customer relationship management and compliance expertise in a variety of roles. Proven track record in optimizing efficiency, ensuring accuracy, enhancing client satisfaction, implementing process improvements, and maintaining stringent compliance standards.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
Relationship Associate
Broadway Wealth Solutions, Inc. (RIA)
10.2022 - Current
- Accuracy and Compliance Oversight: Currently, I am reviewing custodian applications and firm documents to ensure a 98% accuracy rate and full compliance with regulatory requirements.
- I maintain a spotless compliance record through meticulous document scrutiny and adherence to industry regulations.
- iRebal Trade Execution: I am achieving optimal portfolio reallocations through precise and timely execution of trades in iRebal, contributing to heightened efficiency, accuracy, and client satisfaction.
- Document Management Efficiency: Spearheaded creation of Docusign templates for Firm KYC and disclosure documents, resulting in a 30% reduction in document collection and application processing time.
- Improve overall workflow efficiency by implementing standardized templates for seamless client interactions.
- Client Satisfaction Enhancement: Implement client-focused document review processes, contributing to a 20% increase in client satisfaction scores.
- Forge and nurture impactful relationships with customers to cultivate loyalty.
- Process Improvement Initiatives: Leading initiatives to identify and rectify inefficiencies in document processing, achieving a 15% improvement in overall operational processes.
- Collaborate with cross-functional teams to streamline document workflows, ensuring smoother interactions and reducing turnaround times.
- Audit Preparedness and Success: Assist with establishing and maintaining internal controls that facilitate compliance with regulations and conducting regular audits to assess the effectiveness of these controls.
- Maintain comprehensive audit documentation, showcasing adherence to industry standards and regulatory requirements.
Relationship Banker III
Broadway Bank
05.2021 - 10.2022
- Branch Production and Revenue Enhancement: Consistently exceeded monthly and quarterly sales goals, boosting branch production and revenue by 26%.
- Applied relationship builder model to cultivate strong client relationships, resulting in an increase in repeat business.
- Client Base Expansion and High Net Worth Account Management: Successfully expanded client base by 22% through effective promotion of new financial products and services.
- Established and managed accounts for high net worth individuals, contributing to a 30% increase in overall account revenue.
- Comprehensive Client Assistance and Satisfaction: Assisted clients in setting up and closing accounts, completing loan applications, and adopting new services, achieving a 92% client satisfaction rate.
- Conducted detailed financial reviews for business clients, leading to a 27% growth in cross-selling and increased product adoption.
- Strategic Sales Collaboration and Process Improvement: Worked closely with partners to strategize sales techniques and enhanced customer service.
- Initiated process improvements, streamlining account management procedures, and reducing processing time.
- Leadership and Mentorship: Provided coaching and mentoring to junior staff, contributing to improved team performance.
- Demonstrated confident, articulate, and professional verbal communication skills, fostering a positive and collaborative work environment.
- Compliance and Administrative Excellence: Developed and implemented policies, ensuring a 98% compliance rate and adherence to regulatory standards.
- Goal-Setting and Lead Generation: Set and achieved ambitious goals, leading to a 30% increase in individual sales targets.
- Implemented lead generation strategies to increase growth in prospective client interactions.
Client Experience & Operations Manager
BBVA Bank
09.2019 - 05.2021
- Customer Satisfaction Enhancement: Responded to customer concerns, collaboratively raising customer satisfaction ratings by 15% within a 5-month period.
- Implemented client-focused process improvements, contributing to a 20% reduction in reported issues and improved client relations.
- Process Optimization and Efficiency: Initiated process improvement initiatives, optimizing procedures for higher efficiency and consistency.
- Oversaw branch operations and workflow, achieving a 25% increase in overall operational efficiency.
- Performance Management and Development: Observed, coached, and developed bankers, supporting them in reaching performance objectives.
- Enhanced team performance, resulting in a overall improvement in individual and team productivity.
- Compliance Oversight and Auditing: Conducted audits of new account documents, ensuring strict adherence to bank policies and regulatory requirements.
Maintained a spotless compliance record, achieving zero findings of non-compliance during internal and external audits.
- Cross-Functional Collaboration and Organizational Expansion: Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals.
- Collaborated with Financial Advisors and Business Partners, facilitating effective communication and delivering personalized solutions to customers.
Sr. Financial Sales Advisor/LBE
BBVA Bank
01.2014 - 09.2019
- Sales Performance Excellence: Consistently achieved and exceeded sales goals, maintaining a remarkable 132% production YOY 2014 2019.
- Developed and implemented strategic sales techniques, contributing to a 20% increase in overall branch sales revenue.
- Client Relationship Building and Satisfaction: Conducted meetings with existing and prospective clients, identifying financial goals and providing tailored recommendations on products and investment solutions.
- Contributed to exceptional customer service experience, resulting in a 32% increase in overall customer satisfaction scores.
- Lead Generation and Partnership Development: Developed partnerships with local businesses, expanding client base and providing bank products and financial literacy seminars to employees.
- Implemented lead generation strategies, resulting in increased prospective client interactions.
- Complaint Resolution and Customer Service Excellence: Expertly handled customer complaints through an active listening and solution-based approach, improving complaint resolution time.
- Fostered positive client relationships, contributing to a reduction in overall client-reported issues.
- Compliance Adherence: Ensured strict compliance with industry regulations and internal policies, maintaining a 98% compliance rate.
- Actively participated in compliance training programs, contributing to overall adherence to regulatory requirements.
Education
No Degree - Management Information Systems
Sam Houston State University
Huntsville, TXHigh School Diploma -
Port Neches-Groves High School
Port Neches, TX05.1999
Skills
- Policy development and implementation
- Strategic planning
- Prioritization
- Time Management
- Critical Thinking
- Goal-setting
- Administrative support
- Account Management
- Customer Relationship Management
- Confident, articulate, and professional verbal communicator
- Excellent written communication skills
- Coaching and mentoring
- Complaint resolution
Certification
- Notary Public
Timeline
Relationship Associate
Broadway Wealth Solutions, Inc. (RIA)
10.2022 - Current
Relationship Banker III
Broadway Bank
05.2021 - 10.2022
Client Experience & Operations Manager
BBVA Bank
09.2019 - 05.2021
Sr. Financial Sales Advisor/LBE
BBVA Bank
01.2014 - 09.2019
No Degree - Management Information Systems
Sam Houston State University
High School Diploma -
Port Neches-Groves High School
Software Proficiency
- Schwab Advisor Client
- iRebal
- BlackDiamond
- DocuSign
- Microsoft: Excel, PPT, Word, Outlook, Teams, SharePoint, OneNote
- RedTail CRM
- Salesforce CRM
- Enact CRM