Lorrie Rodriguez
Ocala,FL
Summary
Service Specialist with documented cash handling experience and a strong aptitude for customer service. Competently educates customers on banking options and recommends appropriate products and services to meet financial needs. Leverages people skills to securely process teller transactions, resolve issues, and refer customers to business partners for advanced relationship development.
Knowledgeable and efficient professional with extensive experience in the financial industry. Prepares detailed client financial information to meet strict government and state regulations. Possesses comprehensive knowledge of conventional and government loan programs to fulfill customer needs.
Overview
8
8
years of professional experience
Work History
Service Specialist
Campus USA Credit Union
06.2022 - Current
- Opened checking, savings, money market, and certificates of deposit accounts ordered checks, and debit cards, and furnished online banking details to facilitate new transactions.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Cashed checks, accepted deposits and withdrawals within assigned limits, and calculated daily transactions using computers, calculators, or adding machines.
- Managed escalated phone calls by applying conflict resolution skills and extensive knowledge of bank policies, products, and services.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Evaluated client financial positions and identified the most appropriate banking products.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.
- Displayed knowledge and proficiency in explaining, selling, and administering products and referred customers to appropriate resources for enhanced services.
- Balanced teller drawers and ATM cash.
- Opened, closed, and updated accounts for customers.
- Provided advice on different bank products and financial options.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Processed customer applications and approved loans by bank policy.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Investigated customer inquiries and resolved discrepancies in a helpful and timely manner.
- Generated reports and analysis of customer data to identify trends and potential business opportunities.
- Developed and implemented strategies to reduce risk and increase profitability.
- Educated customers on the features and benefits of banking products and services.
- Collaborated with other departments to confirm compliance with banking procedures and regulations.
Mortgage Loan Partner
Success Mortgage Partners
02.2022 - 05.2022
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Received ongoing, comprehensive training on home loan products and the mortgage process.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Prepared file for final clear-to-close by branch management.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout the entire mortgage process.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Handled any conditions sent from underwriting departments.
- Communicated with the originator and applicant concerning the progress of the loan file.
- Set up and completed loan submission packages.
- Educated customers on loan services and regulations to confirm compliance.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Developed a comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Liaised with credit bureaus, employers, and other sources to check applicants' credit and personal references.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
- Tracked loan status and updated applicant information to inform lenders of changes to applicants' financial situation.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files, and tax histories.
- Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
- Reviewed and validated details of loan applications and closing documentation.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Contacted customers via mail, telephone, and email to relay acceptance or rejection of applications.
- Affirmed loan document accuracy to protect lenders from potential fraud.
- Verified credit histories, personal references, and employment backgrounds for each applicant.
- Communicated acceptance or rejection to applicants via mail, email, telephone, or personal consultations.
- Provided professional advice on loan applications by interviewing applicants, reviewing applications, and verifying information gathered.
- Set up, stored, and updated customer files, department records, and regulatory paperwork.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Calculated, reviewed, and corrected errors in interest, principal, and closing costs.
Mortgage Loan Specialist
Focus Home Loans
04.2021 - 02.2022
- Fielded customer complaints and provided solutions.
- Explained different types of loans pertaining to client situations.
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Monitored portfolio performance and provided clients with periodic updates on loan progress.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Participated in industry events and conferences to build relationships and gain market intelligence.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Checked loan documents for accuracy prior to closing.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Monitored pipelines to track and log the status of loans.
- Proactively identified solutions for customers experiencing credit issues.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine the feasibility of granting loans.
- Assisted customers with completing loan applications and other paperwork.
- Processed loan applications and monitored progress from start to finish.
Teller III
SunTrust Banks Now Truist
02.2016 - 05.2021
- Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Educated customers on the use of banking websites and mobile apps.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Learned about customers' financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Served as the primary point of contact for customers, assisting with account maintenance and transactions.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Disbursed cash and checks accurately while maintaining the security of cash drawers.
- Monitored and reported suspicious activity in line with bank security policies.
- Assisted with training of new tellers on policies and procedures.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Maintained accurate records of customer transactions in line with bank procedures.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Received loan and utility payments, sending funds to the correct destinations.
- Wrote and distributed customer correspondence.
- Generated monthly reports on customer activity and customer feedback.
- Processed a wide variety of retail banking transactions for personal and commercial customers.
- Calculated fees due, interest, and change for customer transactions.
- Trained new hires on customer service policies and procedures.
- Assisted customers with banking needs and inquiries.
- Counted, verified, and handled bank deposits and armored car transactions.
- Monitored and verified suspicious activity on customer accounts.
- Cross-sold credit cards, loans, and other bank products.
- Handled various accounting transactions.
- Received mortgage, loan, or public utility bill payments, verifying payment dates and amounts due.
- Educated customers on online banking and mobile banking applications.
- Established rapport with new clients to increase satisfaction and loyalty.
- Processed applications for new accounts.
- Referred customers to other banking departments for specialized services.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Maintained friendly and professional customer interactions.
- Executed wire transfers, stop payments, and account transfers.
Education
FLORIDA CHILD CARE PROFESSIONAL CREDENTIAL (FCCPC) -
Tallahassee Community College
Tallahassee, FL05.2013
High School Diploma -
Lake Weir High School
Ocala, FL06.1999
Skills
- Document Preparation
- Wire Transfers
- Transaction Processing
- Payment Processing
- Customer Needs Assessment
- Credit Analysis
- Deposit Processing
- Branch Operations
- Loan Processing
- Financial Product Knowledge
- Debt Management
- Employment Verification
- Teamwork and Collaboration
- Document Management
- Application Process Management
- Customer Service
- Complex Mathematics
- Financial Data Analysis
- File Management
- Attention to Detail
- Dedicated Work Ethic
- Title Research
- Interpersonal Communication
- Application Review
- Loan Closing
- Credit Reports
- Document Review
- Risk Management
- Loan Disclosures
- Data Entry
- Interviews
- Documentation
- Client Data Gathering
- Loan Submissions
- Legal Compliance
- Information Verification
- Application Preparation
- Client Coaching
- Sound Judgment
- Appraisals
- Credit and Collections
- Deadline Management
- Processing Procedures
- Contract Finalization
Languages
Spanish
Professional Working
Timeline
Service Specialist
Campus USA Credit Union
06.2022 - Current
Mortgage Loan Partner
Success Mortgage Partners
02.2022 - 05.2022
Mortgage Loan Specialist
Focus Home Loans
04.2021 - 02.2022
Teller III
SunTrust Banks Now Truist
02.2016 - 05.2021
FLORIDA CHILD CARE PROFESSIONAL CREDENTIAL (FCCPC) -
Tallahassee Community College
High School Diploma -
Lake Weir High School