Maria Roman Cervantes Estrada
Haines City,FL
Summary
Focused Compliance Officer bringing 13 years of expertise in regulatory, sales compliance, audit procedures, goal oversight and risk management. Excellent history of delivering effective leadership and training to support staff development and growth. Driven and strategic with an aptitude for strategy management. Advanced knowledge of audit, investigation, research functions and compliance.
Overview
25
25
years of professional experience
Work History
Escalations Specialist, Compliance
Wells Fargo Bank, N.A.
Orlando, FL
03.2022 - 09.2023
- Completed in-depth Investigative research for numerous cases involving fraud, Credit Card and Debit Card cases, that response was escalated by customer.
- Maintained compliance frameworks, policies and documentation to support audits.
- Stayed abreast of applicable laws and state or federal regulation to report violations if any in daily Case Load and escalate the cases to the appropriate legal departments.
- Analyzed evidence given with Policy and Procedures from multiple sources to systematically document work and results.
- Communicated in writing or over the phone case findings.
Personal Banker 2
Wells Fargo Bank, N.A.
Spring Lake, FL
06.2018 - 12.2022
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Used product knowledge and abilities to execute consumer loans and other services.
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Interviewed customers to obtain information needed for opening accounts or renting safe-deposit boxes.
- Responded promptly to customer queries and complaints to find solutions and diffuse tension.
Branch Manager
Wells Fargo Bank, N.A.
Cypress Gardens , FL
01.2013 - 06.2018
- Managed and inspired team members to perform to full potential, driving branch profitability and Sales Goals.
- Grew business banking relationships through proactive outreach.
- Supported outside sales force in servicing and obtaining new business.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
Service Manager
Wells Fargo Bank, N.A.
Haines City, FL
04.2012 - 01.2013
- Prioritized and delegated daily work tasks to meet anticipated goals.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Monitored employee performance through key metrics analysis.
- Resolved customer inquiries and complaints requiring Risk management-level escalation.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
Personal Banking Specialist
Wells Fargo Bank, N.A.
Altamonte Springs, FL
03.2011 - 04.2012
- Increased growth of branch deposit values by actively assisting with sales development and referral coordination.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Recognized transaction needs and educated clients on service and digital channels such as Online Banking to assist with self-service.
Timeshare Sales Representative
Westgate Resorts
Orlando, FL
02.2002 - 09.2008
- Showed Timeshare properties to potential buyers at open houses and by appointment.
- Conducted one-on-one sales presentations and resort property tours to interested parties.
- Handled price objections and used proper closing techniques to generate sales.
- Answered owner questions regarding use of properties and location amenities.
- Met and exceeded personal and departmental sales goals utilizing owner generated Referral leads.
Education
Life Health And Variable Annuities - Insurance And Investments
Wells Fargo Bank N,A
05.2021
Some College (No Degree) - Criminal Justice
Columbia University
Real Estate License -
Scores School of Real Estate
Skills
- Banking Industry Regulations Knowledge
- Business Development
- Computer Skills
- Service Upselling
- Investigative work
- Verbal and Written Communication
- Problem Resolution
- Complaint Investigation
- Policies and Procedures Adherence
- Remote Office Availability
- Employee Coaching
- Customer Relationship Management (CRM)
Accomplishments
- Supervised team of 18 staff members.
- Collaborated with District in the development of new concepts and ideas to make improvements and strategy for upcoming business fiscal year.
- Awarded multiple times in consecutive years for top Sales production.
- Awarded multiple times for holding top customer service scores and experiences.
- Performed training classes on a weekly basis with all managers in District to make improvements on coaching skills.
Timeline
Escalations Specialist, Compliance
Wells Fargo Bank, N.A.
03.2022 - 09.2023
Personal Banker 2
Wells Fargo Bank, N.A.
06.2018 - 12.2022
Branch Manager
Wells Fargo Bank, N.A.
01.2013 - 06.2018
Service Manager
Wells Fargo Bank, N.A.
04.2012 - 01.2013
Personal Banking Specialist
Wells Fargo Bank, N.A.
03.2011 - 04.2012
Timeshare Sales Representative
Westgate Resorts
02.2002 - 09.2008
Life Health And Variable Annuities - Insurance And Investments
Wells Fargo Bank N,A
Some College (No Degree) - Criminal Justice
Columbia University
Real Estate License -
Scores School of Real Estate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkInternshipWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefitsPersonal development programsWork from home optionFlexible work hoursQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Languages
Spanish
Native language
Spanish
Advanced (C1)
C1
Certification
- CNP - Certified Notary Public
- Licensed Signing Agent
- Real Estate
- Mortgage Broker
- 215 Life Health and Variable Annuities
Affiliations
- Toastmasters
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