Lizette Moncivais
Euless,Texas
Summary
Experienced management and banking professional with a strong focus on delivering exceptional customer service, leading teams, ensuring efficient audit organization, and maintaining compliance standards. With a decade of industry expertise, successfully implemented strategies to enhance customer satisfaction and loyalty while driving revenue growth. Skilled in analyzing financial data, identifying areas for improvement, and implementing effective solutions to optimize operational efficiency. Adept at building and maintaining strong relationships with clients, colleagues, and stakeholders to achieve organizational goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Teacher
Children's Courtyard
07.2023 - Current
- As a teacher, I create lesson plans, instruct children to read and write and manage their day to day activities
Tennis Instructor/Co-owner
Tennis Instructor/Co-owner
01.2015 - Current
- As a tennis instructor, I teach kids tennis fundamentals, games and physical activity
- As an co-owner of the business, I make appointments, manage tennis instruction, and acquire new students
Enumerator
US Census Bureau
07.2020 - 10.2020
- As an enumerator, or census taker, I collected household and demographic information by canvassing an assigned area(s)
Compliance Analyst
OCWEN
03.2014 - 02.2017
- As a compliance analyst, was responsible for the coordination and completion of all government, regulatory, and compliance documents for all business units in an organization
- Responsible for Compliance Accuracy Testing-Specializing in the New York Mortgage Servicing Practices Agreement
- Constructed Loan Files for State Examinations
- Prepared Training Guides for Compliance Department
- Comply with regulations relating to financial products and services
QA/QC Specialist
GMAC/ALLY
04.2012 - 02.2014
- As a mortgage quality assurance auditor, performed audits of work and processing activities for a mortgage organization to verify regulatory compliance and quality control of activities and processes
- Achieved 100% in audit evaluations of 5 separate processes
- Received an Award of Excellence for the month of September
- Achieved a 4(outstanding) for the months of July-February on performance scorecard
- Selected for New Training Program Installation and Implementation
- Selected to work on 2 AG projects for different QA department
Personal Banker
Bank of America
03.2011 - 06.2011
- Provide general account information to customers including, but not limited to, inquiries regarding loans, payments, payoffs, loan documents, and online account support
- Engage in active listening to identify customer and store employee’s needs, clarify information, diffuse upset customers (as needed), research customer accounts/issues, and provide solutions and/or alternatives
- Responsible for setting daily sales goals and achieving quarterly goals
- Exercised problem resolution with customer objections or concerns
- Generated the most approved credit cards in a quarter (19)
- Achieved 96% of goal within 2 months
- Notary Republic
Manager
Bank of America
06.2010 - 03.2011
- Focused on producing a consistent process to educate and engage associates to take ownership of every customer interaction and improve overall customer experience
- Observed behavior and practiced fundamentals to focus on customer retention and satisfaction
- Attained credit card goal consistently (10 per mth)
- Achieved daily units in checking accounts (over 100%)
- Achieved audit score of 7 (5-10 scale)
Assistant Manager
Bank of America
05.2007 - 06.2010
- Responsible for administering daily duties, which included overseeing teller referral opportunities and day-to-day operations
- Strive to meet or exceed key measurements while providing excellent customer service
- Applied functional expertise and delegated responsibilities to associates
- Created staff schedule and implemented new market objectives
- Set up operation of new banking center with 22 employees
- Coached and lead people to perform above standard
- Consistently achieved internal audit scores ranging from 7-9 based on a (5-10 scale)
Teller Coordinator/Teller Operations Supervisor
Bank of America
05.2004 - 05.2007
- Served as a new hire ambassador by supporting assistant manager and manager to train, coach and evaluate teller performance
- Created ideas to promote and generate opportunities for tellers to increase sales referrals
- Provide technical support to customers and store employees
- Consistently balanced at 100%
- Generated teller referrals at over 125% consistently
- Scored internal audit scores of 8 (5-10 scale)
Education
International Business -
University of Texas at San Antonio
05.2003
Skills
- Microsoft Office
- Excel
- Power Point
- Bank software
- Email programs
- Personnel software
Keyskillsandlanguages
Proficient in Microsoft Office, Excel, Power Point, bank software, various email programs and personnel software, Bilingual - literate in Spanish
Certification
Notary Republic
Qualifications Summary
Management and Banking Professional specializing in 10 years of customer service, team management, audit organization and compliance. Developed relationships with all clientele and business partners. Recruited and retained talent. Auditor for compliance of operations with corporate policies, industry standards and applicable regulations.
Languages
Spanish
Professional Working
Timeline
Teacher
Children's Courtyard
07.2023 - Current
Enumerator
US Census Bureau
07.2020 - 10.2020
Tennis Instructor/Co-owner
Tennis Instructor/Co-owner
01.2015 - Current
Compliance Analyst
OCWEN
03.2014 - 02.2017
QA/QC Specialist
GMAC/ALLY
04.2012 - 02.2014
Personal Banker
Bank of America
03.2011 - 06.2011
Manager
Bank of America
06.2010 - 03.2011
Assistant Manager
Bank of America
05.2007 - 06.2010
Teller Coordinator/Teller Operations Supervisor
Bank of America
05.2004 - 05.2007
Notary Republic
International Business -
University of Texas at San Antonio
Similar Profiles
Jaylan DeleonJaylan Deleon
Childcare Assistant Teacher at Children's CourtyardChildcare Assistant Teacher at Children's Courtyard
Lindsey SpencerLindsey Spencer
School Education Manager at Children's CourtyardSchool Education Manager at Children's Courtyard
Jane MartinezJane Martinez
Teacher Assistant at Children's CourtyardTeacher Assistant at Children's Courtyard