MERIDA BLANCA HERNANDEZ
Dallas,TX
Summary
Analytical, Self-Motivated Customer Service and Quality Assurance Compliance Professional. Highly skilled in the following; call center customer contact, coaching, call monitoring, call auditing, service solutions with exceptional computer aptitude and telephone etiquette.
Overview
18
18
years of professional experience
Work History
Specialist I - IC Testing
BMO Bank, Formerly Bank of the West, BNP Paribas
09.2023 - Current
- Complete between 10 to 40 identified testing programs for variety of specializations to support effective testing/audits and monitoring of controls within mortgage and home equity business groups.
- Analyze root cause of errors discovered to provide feedback with effective communication of issues to appropriate parties for immediate correction, minimizing future errors.
- Create and maintain adequate testing reinforcements such as documentation/notes, testing reports, etc. to reinforce results of reviews/audits, including write-up of findings/issues for reporting to members of senior management and board members.
- Perform consistent, ethical, and high-quality practices/work ensuring achievement of business results are in alignment with business/group strategies and within productivity goals.
- Analyze data and information given to provide insights and recommendations.
- Provide advice and guidance on audit/control effectiveness, program compliance and issue descriptions.
- Understand business/group strategy, develop, and deepen knowledge related to program and/or area of testing/audit specialty to maintain knowledge of end-to-end processes for accuracy, reducing overall errors in controls being executed.
- Execute testing/audits in timely, accurate and efficient manner providing excellent service delivery.
- Exercise sound judgment to identify, diagnose and solve problems within given rules being executed.
- Understand business/group strategy, develop, and deepen knowledge related to program and/or area of testing/audit specialty to maintain knowledge of end-to-end processes for accuracy, reducing overall errors in controls being executed.
Bi-lingual Quality Assurance Coordinator
BMO Bank, Formerly Bank of the West, BNP Paribas
09.2017 - 08.2023
- Audited between 60 to 80 mortgage and home equity loan applications and calls monthly, indicating compliance errors, call improvements and application inaccuracies.
- Evaluated accuracy of existing Quality Assurance documents, measurement techniques, implemented improvements or processes to increase efficacy to reduce compliance and application errors.
- Drafted weekly, monthly, quarterly, and yearly reports on compliance fails, application inaccuracies, customer service efficacy, overall team performance and outcomes, presenting findings to management for coaching and improvement opportunities for 17 to 20 loan officers.
- Continuously audited Quality Assurance documents and emails received daily for recent changes and updates to policy and procedures.
- Developed educational materials used to train staff on Quality Assurance compliance requirements and call standards.
- Streamlined and redefined standard Quality Assurance evaluation form to focus on customer experience and application accuracy as top priority while removing redundancies, improving call flow, creating uniformity and consistent feedback to loan officers, in turn increasing Quality Assurance scores to 79%.
- Implemented industry and government standards for Quality Assurance evaluation policy and procedures to include call recording, NMLS and APR disclosures, in turn improving compliance fails from 0% to 60%, now at 80%, reducing liabilities, fines and failed audits.
- Established third party authorization form requirement for calls to legally assist others not on mortgage loan applications thus reducing liabilities by 50%.
Personal Lines Underwriter
Farmers Insurance
04.2017 - 09.2017
- Managed over 30 calls per day while making proper underwriting decisions for corrections to auto insurance policies in compliance with state insurance laws, company policy and procedures.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Assisted insurance agents order Motor Vehicle Reports, process rate quotes and completed binding transactions.
- Provided technical support for rate quotes and policy binding processing when system errors occurred.
- Addressed agent's questions in helpful and timely manner to resolve coverage, liability, or complex billing questions and corrections, as necessary.
Bi-lingual Outreach Specialist II
Cognosante
01.2017 - 04.2017
- Informed consumers of results of their 1095-A correction after case petition was resolved.
- Gathered additional pertinent information from consumers to complete consumer's 1095-A correction appeal, when necessary.
- Properly interpreted various federal policies, regulations, insurance information and systems when responding to consumer inquiries in professional and courteous manner, while navigating complex software and computer systems.
- Continuously identified processing deficiencies or errors, initiated corrective actions and suggested ways to improve work processes for effective, efficient case and call processing on 99% of cases completed.
Bi-lingual Customer Service Rep
Randstad Professionals
08.2016 - 12.2016
- Provided elevated level of customer service when taking over 40 computerized phone calls daily, promptly addressed customer inquiries, explained pension plan payout options and forms to be completed.
- Politely described pension plan payout options to customers in respectful and compassionate manner while accurately explaining deadlines, tax implications and requirements.
- Investigated and resolved customer inquiries and complaints in timely and empathetic manner daily.
- Developed reputation as efficient professional customer service provider with prominent levels of accuracy and excellent attention to detail.
Bi-lingual Quality Assurance Monitor
CO-OP Financial Services
08.2005 - 05.2010
- Coached and developed call center customer service agents on opportunities to meet/exceed required goals, establish metrics and improve strengths for approximately 150 calls monthly.
- Audited up to 50 or more signature loans, credit card and complex mortgage loan applications and analyzed detailed consumer credit reports to ensure precise application processing according to client and government guidelines.
- Analyzed and recommended strategies/policy changes to improve established practices, Quality Assurance documents, policy and procedures thus improving quality program and overall scores.
- Contributed to Quality Assurance team and company success through positive coaching and development during team meetings and one on one peer training sessions.
- Conducted call calibration meetings bi-weekly with special contract clients to improve conformance to guidelines, in turn developing positive working relationships between company, associates and clients.
- Developed and maintained Quality Assurance manual for accuracy and for new hire training classes.
- Created training materials and conducted on-boarding sessions to train 10 to 15 incoming team members in Quality Assurance, compliance, and call expectations.
- Partnered with management to create, develop, and implement quality initiatives, resulting in good rapport and service score improvement by 10%.
- Compiled and distributed weekly feedback to team leaders and managers to improve quality scores, customer service scores, reducing compliance errors and while increasing productivity.
- Created and revised department procedures, checklists, and job aids to reduce error disputes by at least 15%.
- Administered 10 to 15 internal surveys and tabulated results to increase visibility for training session feedback and process improvements.
- Developed monthly, end-of-quarter, and other statistical reports for leadership team and quality improvement.
Education
Some College (No Degree) - Business Management
Maricopa Community Colleges - Estrella Mountain Community College
Avondale, AZGED -
Texas Education Agency
Dallas, TX06.1996
Skills
- Excellent analytical and problem solving
- Strong organizational and attention to detail
- Critical thinking and analytical
- Excellent written and verbal communication
- Highly adaptable to change and results oriented
- Strong work ethic and reliable
- Ability to work independently and as team member
- Regulatory Requirements
- Compliance Testing
- Project Management
- Report Delivery
- Call Monitoring
- Quality Assurance
- Research Proficiency
- Documentation Skills
- Home Mortgage Disclosure Act
- Document Analysis
- Regulatory Compliance
- Complete Loan Applications
- Fraud Prevention and Detection
- FHA Loan Processes
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Specialist I - IC Testing
BMO Bank, Formerly Bank of the West, BNP Paribas
09.2023 - Current
Bi-lingual Quality Assurance Coordinator
BMO Bank, Formerly Bank of the West, BNP Paribas
09.2017 - 08.2023
Personal Lines Underwriter
Farmers Insurance
04.2017 - 09.2017
Bi-lingual Outreach Specialist II
Cognosante
01.2017 - 04.2017
Bi-lingual Customer Service Rep
Randstad Professionals
08.2016 - 12.2016
Bi-lingual Quality Assurance Monitor
CO-OP Financial Services
08.2005 - 05.2010
Some College (No Degree) - Business Management
Maricopa Community Colleges - Estrella Mountain Community College
GED -
Texas Education Agency
Languages
Fluent in Spanish
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