Krystal Gonzalez
Tampa,Florida
Summary
Detail-oriented professional with 14 years in the banking industry. Strong analytical aptitude of customer due diligence process and methodology to identify patterns and trends to communicate risks to management.
Overview
19
19
years of professional experience
Work History
Home Service Specialist III
Bank Of America
11.2019 - Current
- Improved loan processing time by streamlining application review process and enhancing communication with clients.
- Assisted underwriters in approving loans by verifying financial information and ensuring accurate documentation.
- Reduced loan application errors by implementing athorough quality control process for all submitted applications.
- Increased accuracy of loan data entry by implementing astandardized template for collecting borrower information.
- Enhanced client satisfaction by providing timely updates on their mortgage loan status and addressing concerns promptly.
- Expedited mortgage approval times by proactively resolving any discrepancies in borrower documentation.
- Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.
Relationship Manager
Bank of America
01.2008 - 11.2019
- Increased branch sales performance through effective training and coaching of team members.
- Collaborated with colleagues to develop creative marketing campaigns for new products and services.
- Implemented efficient operational processes, improving overall branch productivity.
- Developed innovative solutions for complex customer issues, resulting in increased satisfaction levels.
- Managed a diverse portfolio of high-net-worth clients, ensuring their unique financial needs were met.
Sales Service Specialist
Bank of America
03.2007 - 12.2007
- Increased sales revenue by consistently meeting and exceeding sales targets through effective product presentation and client relationship management.
- Delivered exceptional customer service, resulting in increased repeat business and client referrals.
- Developed strong rapport with customers, fostering loyalty and trust for sustained business growth.
- Provided expert product knowledge, demonstrating the value proposition of offered services or products to prospective clients.
Teller Operations Specialist
Bank of America
03.2006 - 03.2007
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Reduced transaction errors by maintaining accurate records and performing regular audits.
- Contributed to branch success with exceptional cross-selling of bank products and services.
- Supported team members through training and mentoring, fostering a positive work environment.
- Improved operational efficiency by assisting in the development of new policies and procedures.
- Streamlined teller operations by implementing effective cash management procedures.
Customer Service Representative
Bank of America
03.2005 - 03.2006
- Enhanced customer satisfaction by efficiently addressing and resolving complex banking issues.
- Streamlined processes for faster transaction times and increased client retention rates.
- Collaborated with team members to improve overall branch performance and achieve sales goals.
- Managed high-volume call center, maintaining exceptional service standards for all customers.
- Conducted thorough account reviews for clients, identifying potential fraud and safeguarding their personal information.
- Maintained up-to-date knowledge of banking regulations and compliance requirements, ensuring accurate processing of transactions.
Education
Hillsborough Community College
01.2007
Graduated -
Alonso High School
01.2003
Skills
- Risk Management
- Customer Service Management
- Underwriting knowledge
- Organizational abilities
- Risk Assessment Abilities
- Mortgage Regulations Proficiency
- Credit Evaluation Expertise
- Relationship Management
- Policy Management
- Compliance Reporting
- Transaction monitoring
- Financial Crime Prevention
- Enhanced Due Diligence
- Suspicious Activity Reports
- Patriot Act Understanding
References
Bridget Thompson, 813.574.496
Timeline
Home Service Specialist III
Bank Of America
11.2019 - Current
Relationship Manager
Bank of America
01.2008 - 11.2019
Sales Service Specialist
Bank of America
03.2007 - 12.2007
Teller Operations Specialist
Bank of America
03.2006 - 03.2007
Customer Service Representative
Bank of America
03.2005 - 03.2006
Hillsborough Community College
Graduated -
Alonso High School
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