Melinda Aguilera
Surprise,AZ
Summary
Achieved a high rate of customer satisfaction and loyalty through my dedication to account management. From resolving complex banking and loan-related issues I've done it all over the years, with strong communication and with great detail. Over 20 years of cultivated experience, has taught me how to thrive with limited oversight, leading to my strong initiative and self-direction. My experience in personal/business banking and mortgage industries has taught me a lot, and I am currently seeking a new opportunity to enhance and hone my work.
Overview
13
13
years of professional experience
Work History
Business Account Retail Specialist II
JPMorgan Chase
12-1900
12.2025 - Current
- Managed high-volume inbound calls while delivering comprehensive support for financial products for both business and consumer clients.
- Processed transactions accurately, ensuring compliance with banking regulations and policies.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking services.
- Consistent on maintaining goal with AHT, Problem solutions, Schedule Aherence, Transfer rate, and Availability as well as Discretionary time. Top performer in Tranfer Rate consistently.
Bank Fraud Specialist
DISCOVER
Phoenix, AZ
08.2022 - 11.2025
- Responded to customer request for products, services and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customer through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted clients in navigating company websites and placing online orders, improving overall user experience.
- Managed a high volume of call daily, maintaining composure under pressure while providing exceptional service.
- Resolved escalated customer issues restoring confidence in company's commitment to service excellence.
- Participated in weekly team meetings to share best practices, discuss challenges, and brainstorm solutions as a group.
- Maintained up-to-date knowledge of product and service changes.
- Adhered to company polices and scripts to consistently achieve call time and quality standards.
Triple Crown Closing Specialist
Rocket Mortgage
Phoenix, AZ
05.2013 - 09.2021
- QLMS Wholesale-
- The main point of contact for mortgage bankers, processors, title, and escrow agents.
- Produced closing instructions and coordinated with the title company to monitor closing and funding for Conventional, FHA, VA, and USDA loans, both Purchase and Refinance.
- Consulted with title and escrow and loan officers to identify and resolve loan closing issues.
- Confirm vesting and wire account information, correct as needed.
- Answer questions and concerns about RESPA guidelines and the entire closing process.
- Reviewed funding packages and arranged for disbursement of loan funds.
- Closed approximately 60-75 home loans per week.
- Purchase Closing Specialist-
- Closing care representative, effectively communicated with clients using written and verbal communication methods, confirmed final figures, vesting, spellings, and addresses.
- Scheduled notary for signings with clients, loan officers, and attorneys.
- Purchase Title Coordinator-
- Collected from title and escrow agents title reports, tax certificate, vesting, addendums, and closing disclosures to prepare the loan for closing.
- Client Care Specialist-
- Provided every client the best client service in the industry via phone, chat, email, or other mediums.
- Communicated information on necessary missing documentation requested by an underwriter to clear the loan for closing; 4506-T forms, bank statements, letters of explanation, and pay stubs.
Education
High School Diploma -
Souh Gate High School
South Gate, CASome college - General Studies
Long Beach City College
Long Beach, CASkills
Demonstrated self-motivation in achieving personal and team goals
Developed presentations using Microsoft PowerPoint
Navigated Microsoft Office Suite to create professional documents
Communicated effectively using Microsoft Outlook for email correspondence
Operated Microsoft Excel for data management tasks
Utilized various computer applications to enhance productivity
- Communication, information gathering, and decision-making
- 5 years of experience in Call center customer support
- Teamwork and collaboration
- Multitasking abilities
- Organizational skills
- CRM proficient
- Reliability
- Bilingual
Timeline
Business Account Retail Specialist II
JPMorgan Chase
12.2025 - Current
Bank Fraud Specialist
DISCOVER
08.2022 - 11.2025
Triple Crown Closing Specialist
Rocket Mortgage
05.2013 - 09.2021
High School Diploma -
Souh Gate High School
Some college - General Studies
Long Beach City College