LUIS LEON
MIAMI,FL
Summary
Dynamic and accomplished professional with over 10 years of experience in personal banking, credit management, and customer service. Proven expertise in credit analysis, risk assessment, compliance, and fraud prevention, consistently ensuring regulatory adherence and financial growth. Renowned for building strong client relationships, delivering tailored banking solutions, and achieving top performance in loan volume and customer satisfaction. Skilled in account management, team mentoring , new hires coach and staff management , and operational efficiency, with a results-driven approach and commitment to excellence .Mastered in customer service delivering exceptional award winning customer experience.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Credit Assistance Specialist
Bank Of America
11.2021 - Current
- Credit Analysis and Approval: Assess and evaluate credit applications by analyzing financial statements, credit reports, and other relevant data to determine creditworthiness
- Approve or recommend credit limits within established guidelines
- Account Management: Monitor customer accounts to ensure adherence to credit terms, identify risk factors, and take proactive steps to minimize potential losses
- Loss Prevention: Implement strategies to mitigate credit risk by identifying delinquent accounts, coordinating with collections teams, and recommending adjustments, write-offs, or legal action when necessary
- Fraud Detection and Mitigation: Investigate suspicious transactions and accounts for potential fraud
- Collaborate with internal and external fraud prevention teams to develop effective controls and minimize exposure to fraudulent activities
- Customer Service: Maintain strong communication with clients to address inquiries, resolve disputes, and negotiate repayment plans, fostering positive relationships while safeguarding company interests
- Compliance and Reporting: Ensure all credit-related activities comply with company policies and regulatory requirements
- Prepare and present detailed reports on credit performance, trends, and risk analysis to management
- Collaboration: Work closely with sales, collections, and legal teams to optimize the credit process and align risk management with business goals
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
Personal Banker
Wells Fargo Bank
08.2013 - 10.2021
- As a results-driven Personal Banker, specialized in building and maintaining strong relationships with consumer and small business clients while delivering tailored financial solutions
- Demonstrated expertise in managing accounts, ensuring compliance, and protecting client assets
- Customer Relationship Management: Identified client financial needs and recommended banking products and services to address their goals
- Presented customized options to enhance convenience and streamline banking processes
- Demonstrated a genuine interest in customer success, earning high satisfaction ratings and trust
- Fraud Prevention and Risk Management: Proactively identified and prevented fraudulent activities by implementing robust controls and security measures
- Conducted risk assessments and developed strategies to minimize financial and compliance risks
- Established and maintained internal policies to prevent unauthorized payments and safeguard customer data
- Banking Operations and Account Management: Managed client accounts, including account openings, closures, and transaction oversight
- Conducted financial audits to ensure regulatory compliance and operational accuracy
- Streamlined administrative tasks using banking software, enhancing efficiency and resolving technical issues
- Revenue Growth and Performance Excellence: Designed and managed a portfolio of financial products, generating additional revenue streams
- Consistently exceeded expectations in loan volume, compliance, and survey metrics, earning recognition from senior management
- Achievements and Recognition: Implemented financial controls to reduce fraud risks and improve service reliability
- Received accolades for consistently delivering exceptional results and customer satisfaction
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Supported managers in implementing operational improvements that increased efficiency across the branch network.
Billing Department Manager
Comcast
03.2010 - 07.2013
- Managed escalated customer cases across multiple channels, including phone, email, and chat, while delivering a consistently high standard of service
- Investigated and resolved complex technical, billing, and service-related issues promptly and effectively
- Acted as a liaison between customers and internal teams to ensure seamless and efficient issue resolution
- Maintained accurate and thorough records by documenting case progress in the CRM system
- Communicated solutions and updates to customers and stakeholders with clarity, professionalism, and empathy
- Identified recurring customer issues and proactively recommended process improvements to enhance service quality
- Consistently met or exceeded key performance indicators (KPIs), including response times, resolution rates, and customer satisfaction scores
- Trained and mentored new customer service agents in airline procedures and customer service best practices
- Developed and implemented a customer service protocol that improved customer service quality
- Coordinated with finance department on revenue forecasting, providing valuable insights into budget planning efforts.
- Proactively identified potential risks related to billing operations and implemented contingency plans to mitigate potential negative outcomes.
- Identified opportunities for process improvements through data analysis, driving cost savings and operational efficiency gains.
- Updated existing procedures as needed in response to changing regulatory requirements or business needs.
- Developed comprehensive training programs for new hires, increasing proficiency and onboarding efficiency.
- Implemented periodic reporting protocols for upper management to monitor departmental performance against established goals.
- Enforced strict adherence to company credit policies, minimizing financial risk associated with delinquent accounts.
- Facilitated cross-functional meetings with stakeholders to discuss ongoing projects and address any potential bottlenecks or challenges.
Education
Associate Degree -
University of Havana
07.2007
Skills
- Management and Coaching
- Critical Thinking and Problem Solving
- Leadership
- Effective Time Management
- Computer Programs Skills
- Banking and Financial Services
- Customer Relationship
- Negotiation and Conflict Resolution
- Administrative Operations
- Customer Service
- Data Security
- Fraud Prevention
- Regulatory Compliance
- Strategic Planning
- Remote Work
- Operational Excellence
- Loan Underwriting
- Financial Software
- Credit Analysis and Risk Assessment
- Financial Statement Evaluation
- Data Entry and Management
- Professional Communication with Team and Customers
- Fraud Investigation
- Communication Skills
- Business Management
- Problem Solving
- Reasoning and Ideation
- Technology Use
- Resilience and Stress Management
- Work in a fast pace changing environment
- Active Learning
- Emotional Intelligence
- Adaptability
- Lending Secure
- Fair Lending
- Microsoft
- Amadeus Advanced
- Customer Excellence
- Credit analysis
- Financial reporting
- Risk assessment
- Process improvement
- Employee training
- Team building
- Documentation management
- Staff Management
- Customer Relations
Certification
- Certified Notary Public Florida Seal and Commission # HH325114
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Credit Assistance Specialist
Bank Of America
11.2021 - Current
Personal Banker
Wells Fargo Bank
08.2013 - 10.2021
Billing Department Manager
Comcast
03.2010 - 07.2013
Associate Degree -
University of Havana
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