Mariel Vigil
Summary
Personable Customer Relations Professional driven to exceed customer expectations while promoting adherence to organization standards and guidelines. Pursuing role that presents professional challenges and leverages interpersonal skills and problem-solving expertise.
Overview
15
15
years of professional experience
Work History
Research Representative III
Bank of America
11.2022 - Current
- Investigate 100+ weekly inquiries/complaints from various channels, resolve adjustments.
- Analyze 400+ reports/calls to support case investigation & prepare reports summarizing findings/decisions.
- Ensure that all inquiries/cases are resolved in compliance with industry regulations & bank procedures.
- Audit Representatives interactions to ensure adherence to established guidelines & rules, escalate coaching for continuous and train/guide other researchers within the department
Operations Representative
Bank of America
06.2020 - 11.2022
- Communicated with clients to assist with loan forgiveness inquiries and request documentation and assist with loan term change requests
- Reviewed and evaluated 60 or more loan applications weekly and recommend forgiveness to 55% based on SBA rules and guidelines & verified if any discrepancies and Analyzed and reviewed loan documents
- Collaborated with bank departments resolve complex issues and ensured compliance with federal laws and regulations
Client Service Representative II
Bank of America
11.2015 - 06.2020
- Provided customer service support, assisted with inquiries and followed up with clients to help with problem resolution
- Assisted with administrative tasks, prepared 50+ weekly reports and reviewed confidential documents, notified team members and clients of any errors and corrected them & scored 99% on banking center audits
Sales & Service Specialist
Bank of America
06.2014 - 11.2015
- Customized 70+ weekly banking solutions for personal client benefits and worked with banking specialists to assist customers with specialized needs and new opportunities.
Professional Teller
Bank of America
08.2010 - 06.2014
- Processed 700 or more financial transactions and mentored new associates.
Education
Associates - Applied Science, Business Administration – Business Management
Houston City College
Houston, TXSkills
- Customer relationship management
- Strong verbal communication
- Analytical problem-solving
- Effective organizational skills
- Effective relationship management
- Customer complaint resolution
Languages
Bilingual in English & Spanish
Timeline
Research Representative III
Bank of America
11.2022 - Current
Operations Representative
Bank of America
06.2020 - 11.2022
Client Service Representative II
Bank of America
11.2015 - 06.2020
Sales & Service Specialist
Bank of America
06.2014 - 11.2015
Professional Teller
Bank of America
08.2010 - 06.2014
Associates - Applied Science, Business Administration – Business Management
Houston City College
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