Martha Morales
Inglewood,CA
Summary
Driven professional with a proven track record at Pacific Western Bank, excelling in customer relations and expert problem-solving. Leveraged strong interpersonal skills and quality assurance to enhance customer satisfaction and streamline processes. Skilled in documentation management, consistently delivering results by fostering trust and loyalty, and expanding client bases through exceptional service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
Work History
HOA Account Servicing Specialist
Pacific Western Bank
08.2022 - Current
- Assist branch with every day callbacks for 15 employees
- Helping Property Management with new HOA accounts request,supersede, compromise accounts,enrollment for online banking ,ordering business debit card, statements request,
- HOA Projects
- Followed all company policies and procedures to deliver quality work.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Senior Financial Services Representative
Pacific Western Bank
06.2017 - Current
- Expanded client base by proactively seeking new business opportunities through customers referrals
- Built strong relationships with clients, fostering trust and loyalty through exceptional service.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Worked closely with compliance teams to ensure all transactions adhered to relevant legal guidelines, mitigating potential risks.
- Streamlined internal processes for improved efficiency in handling client accounts and transactions.
- Resolved client concerns promptly and professionally, maintaining a high level of customer satisfaction.
Personal Banker
U.S. Bank
01.2001 - 03.2017
- 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.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Cross-sold bank products and services to meet customer needs and provide options.
Education
High School Diploma -
Manuel Olivares
Managua,Nicaragua1986
Skills
Customer Relations
Expert Problem Solving
Quality Assurance
Excellent time management skills
Languages
Spanish
Full Professional
Timeline
HOA Account Servicing Specialist
Pacific Western Bank
08.2022 - Current
Senior Financial Services Representative
Pacific Western Bank
06.2017 - Current
Personal Banker
U.S. Bank
01.2001 - 03.2017
High School Diploma -
Manuel Olivares
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