Summary
Overview
Work History
Education
Skills
Timeline
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Martha Moya

10442 W Crown King Rd,AZ

Summary

Proven Client Care Specialist with a track record of enhancing customer satisfaction and streamlining processes at JP Morgan Chase. Fluent in Spanish, excels in conflict resolution and multitasking, significantly improving client communication and document management efficiency. Demonstrates a 100% accuracy rate in financial transactions, embodying reliability and exceptional interpersonal skills.

Overview

18
18
years of professional experience

Work History

Client Care Specialist II

JP Morgan Chase
03.2021 - Current
  • Assist and guide clients th rough their purchase and refinance process.'
  • Proactively communicate with clients throughout the entire home buying/refinance process, ensuring transparency and understanding.
  • Communicate DTI/ Loan to value issues with client aa well as finding solutions.
  • Request documents from clients such as paystubs, tax returns, W2's, statements, divorce decree, property survey, letter of explanation, etc.
  • Request payoff from lenders.
  • Order appraisal, follow up on appraisal, communicate appraisal value/repairs to clients.
  • Speak with insurance agents to update mortgagee clause, request declaration page, replacement cost coverage.
  • Work with title companies, verify title vesting, identify title liens/judgments.
  • Collaborate with cross-functional teams to streamline process and enhance customer experience.
  • Work closely and have constant communication with my underwriting team and home lending advisors.

Home Loan Customer Service Representative

Bank of America
10.2020 - 02.2021
  • Educate clients on their escrow accounts, helping understand increase/decrease on property tax and homeowners insurance.
  • Set up/Remove escrow accounts from loan.
  • Assisted clients in lien release research.
  • Assisted clients with documentation request such as original note, deed trust, trust documents.
  • Process payment, set up/removed automatic payments.
  • Assisted branch employees with any questions/request.

Retail Client Service Representative

JPMorgan Chase
06.2019 - 10.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Educated client on their existing checking/savings account.
  • Educated clients on how to avoid overdraft fees.
  • Waved overdraft fees for clients.
  • Assisted clients with anything online banking related questions, assisting and educating clients how to navigate and use the mobile app.
  • Cancel Zelle transfers.
  • Place stop payments on personal check and cashiers checks.
  • Order/Cancel debit cards.

Pick Pack

Conair Warehouse
04.2018 - 02.2019
  • Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
  • Pulled orders quickly and efficiently to maintain demanding productivity goals.
  • Printed labels, packaged boxes, and loaded into outbound containers.
  • Completed inventory accounts to keep records current and promote accurate ordering.
  • Forecasted manpower requirements based on daily workload and company targets.
  • Tracked time spent on assignments each day for productivity reporting.
  • Used excel spreadsheet to document the entire work that was done for the shift.

Lead Teller/ Personal Banker

JPMorgan Chase
02.2007 - 04.2015
  • Established rapport with new and existing clients to increase satisfaction and loyalty.
  • Maintained friendly and professional customer interactions.
  • Managed daily bank operations by processing customer transactions and providing exceptional customer service.
  • Offering knowledge on all financial products.
  • Mentored newly hired team members on appropriate responses to patron questions.
  • Received car loan, home loan, and other payments and posted to accounts.
  • Executed wire transfers, stop payments, account transfers, deposits and withdrawals.
  • Process foreign exchange currency.
  • Maintained balancing record with 100% rate of accuracy.
  • Coordinate daily cash reconciliation in high volume branch locations.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Process quarterly vault and ATM audits with zero error rate.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Process monthly teller cash audits.
  • Efficiently prepared ATM and Vault cash orders.
  • Process CTR's and Suspicious activity reports.
  • Investigated and promptly resolved issues with patron accounts.
  • Enforced compliance with bank regulations and policies to reduce financial risks.
  • Verified customer identity and reviewed documentation for accuracy.
  • Created clients profiles using our Know Your Customer, Account Due Diligence policy.
  • Created online banking profiles for clients as well as educating clients on how to navigate Chase online and Chase mobile app.
  • Open/Closed checking, savings, business , trust accounts.
  • Cross-sold credit cards, loans and other bank products.

Education

High School Diploma -

Maryvale High School
Phoenix, AZ
05.2004

Skills

  • Bilingual ( Fluently speak and write Spanish)
  • Self-Motivated
  • Planing, prioritize, and organized
  • Excellent verbal and written communication
  • Multi-tasking skills
  • Problem solving
  • Conflict resolution
  • Stress management
  • Adapts to change
  • Reliable
  • Dependable
  • Interpersonal Skills

Timeline

Client Care Specialist II

JP Morgan Chase
03.2021 - Current

Home Loan Customer Service Representative

Bank of America
10.2020 - 02.2021

Retail Client Service Representative

JPMorgan Chase
06.2019 - 10.2019

Pick Pack

Conair Warehouse
04.2018 - 02.2019

Lead Teller/ Personal Banker

JPMorgan Chase
02.2007 - 04.2015

High School Diploma -

Maryvale High School

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Martha Moya