KENIA TORRES
Summary
Results-driven professional with 8+ years in collections, banking, and financial operations. Expertise in account management, complex issue resolution, compliance assurance, and audit support. Proven success in enhancing client relationships and streamlining processes to achieve operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Collections (Hybrid)
American Federation of Musician and Employers Pension Fund
12.2024 - Current
- Utilized financial data to determine next collection actions, aligning with e-billing escalation processes for effective collections.
- Communicated with vendors and clients to resolve account issues and escalate delays, facilitating timely payments.
- Create and update spreadsheets to track payments, generate accurate invoices, and maintain collection history.
- Analyzed employer contracts, remittance records, and pension obligations to identify billing discrepancies and ensure compliance.
Sr. Personal Banker
Valley Bank
03.2024 - 08.2024
- Opened and managed deposit loan accounts, ensuring accurate documentation and compliance with regulations.
- Assisted with vault reconciliation and currency distribution, contributing to successful branch audits through meticulous attention to detail.
- Utilized Salesforce to document client interactions, enhancing workflow efficiencies across the team.
Collection Specialist (Remote)
Reach Financial
01.2022 - 02.2024
- Reached out to customers with past due accounts through phone and email, using empathy and clear communication to understand their situation and guide them toward manageable payment solutions.
- Managed high volume of inbound and outbound calls daily, demonstrating patience and respect in challenging conversations to escalate issues and facilitate resolutions.
- Supported customers experiencing financial hardship by walking them through options like forbearance or deferment, and making sure they felt heard and supported throughout the process.
- Resolved billing disputes and credit concerns by identifying the root of the issue, coordinating with other departments, and following up until the matter was fully resolved.
- Documented accurate and detailed notes in CRM system after each interaction, ensuring compliance and continuity across teams.
- Collaborated with internal departments to resolve discrepancies, ensuring customers received consistent and fair treatment.
- Stayed adaptable in a fast paced environment, keeping empathy, efficiency, and problem-solving at the core of every customer interaction.
Senior Client Service Associate
Hanover Bank
09.2021 - 01.2022
- Performed new account openings and handled all customer service functions, including balancing ATMs and managing cash in cash recyclers, vault, and coin vault.
- Cultivated long-term customer relationships to identify financial needs and recommend tailored products and services.
- Refer customers to business partners to meet their needs outside of the branch products and services (i.e., mortgage home equity, and business services).
- Supported branch in achieving sales, service, and revenue goals through proactive customer engagement.
- Cross-sold products and services to enhance customer relationships and drive business growth.
- Performed new account openings and all customer service related functions, as well as all branch related functions (i.e., balance ATMs, monitor and manage cash in cash recyclers, vault, coin vault; helped with regular audits and cash tracking alongside the Assistant Manager).
Mortgage Banker
Network Capital
03.2021 - 09.2021
- Conducted introductory calls with clients and prospects to assess home purchase and refinancing needs.
- Trained and managed new employees on Network Capital home lending philosophy, ensuring alignment with company standards.
- Collaborated with loan originators to efficiently complete home purchase and refinance applications.
- Trained and managed new employees on Network Capital home lending philosophy.
Personal Banker
JPMorgan Chase
05.2018 - 07.2020
- Handled large deposits for the banks' affluent and business clients.
- Small business specialist who opened and managed accounts for the banks' business clients.
- Introduced clients to the JPMorgan Private Client Team.
- Trained new bankers and tellers on referring clients to our Private Client Team.
- Used Salesforce to manage client needs and uncover new opportunities.
- Coordinated special events for the branch, enhancing client engagement through Chase Chats and Business Banking Acquisition.
- Held special events for the branch via Chase Chats and Business Banking Acquisition.
- Provided notary services and medallion signature guarantees at the branch to assist clients with legal documentation.
Bank Teller
JPMorgan Chase
05.2017 - 01.2018
- Led transaction processing for wealth management and private client team, ensuring accuracy and client satisfaction.
- Processed foreign currency transactions for private clients in financial services.
- Handled foreign currency for Private clients.
- In charge of training newly hired tellers.
Bank Teller
TD Bank
01.2016 - 05.2017
- Delivered bank services to customers, including cashing checks, processing deposits, and handling loan payments, enhancing customer satisfaction.
- Offered clients bank loans, accompanied them to their safe deposit boxes and balanced ATM & CR machines.
- Advised customers on suitable TD Bank products and services based on their needs.
Education
Some College (No Degree) - Business Administration
Plaza College
Queens, NYSkills
- Debt recovery
- Payment processing
- Billing procedures
- Reconciliation
- Client documentation
- Salesforce
- CRM platforms
- Microsoft Excel
- Microsoft Word
- Zoom
- Microsoft Teams
- Multitasking
- Attention to detail
- Strong communication
Certification
Notary Public, New York, Active, 2027
Timeline
Collections (Hybrid)
American Federation of Musician and Employers Pension Fund
12.2024 - Current
Sr. Personal Banker
Valley Bank
03.2024 - 08.2024
Collection Specialist (Remote)
Reach Financial
01.2022 - 02.2024
Senior Client Service Associate
Hanover Bank
09.2021 - 01.2022
Mortgage Banker
Network Capital
03.2021 - 09.2021
Personal Banker
JPMorgan Chase
05.2018 - 07.2020
Bank Teller
JPMorgan Chase
05.2017 - 01.2018
Bank Teller
TD Bank
01.2016 - 05.2017
Some College (No Degree) - Business Administration
Plaza College