Nadia Figueroa
Phoenix,Az
Summary
Driven finance and banking professional effective at maximizing customer service opportunities while exceeding individual performance goals. Community reputation for industry knowledge and high levels of integrity in loan processing. All while maintaining a high level of priority around the overall customer experience.
Overview
12
12
years of professional experience
Work History
Loan Closer
Wells Fargo Bank
10.2020 - Current
- Partnering and following up with Settlement Agents and Loan associates to ensure loans close before deadlines
- Deliver an excellent customer experience by contacting borrowers, scheduling their closing and ensure they have a clear understating of their Closing Disclosure within TRID timeline requirement guidelines
- Review Underwriter’s closing conditions to ensure they are met before the expected closing date
- Collaborated with lenders, agents and legal professionals to resolve transactional and title issues.
- Handled as many as 45 closing files each month by effectively organizing, multitasking and prioritizing closing work.
- Analyzed identified defects and remediated issues by using established procedures and available resources.
- Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
Service Manager
Wells Fargo Bank
07.2019 - 10.2020
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Trained several less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Maintained effective customer service by responding to service requests quickly to increase overall sales.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
Personal Banker
Wells Fargo Bank
06.2016 - 07.2019
- Focused on building lifelong relationships with customers
- Demonstrate a genuine interest in customers and ask questions to understand what’s important to them and how Wells Fargo can help meet their financial needs
- Present options to customers about ways to make their banking easy and convenient
- Research through Policy and Procedures to always stay in compliance
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
Lead Teller
Wells Fargo Bank
11.2015 - 06.2016
- Nominated for the Team Member of the quarter award (Q1 2016)
- Mentored newly hired team members on appropriate responses to patron questions.
- Identified potential needs through observation, questioning and listening.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered inquiries regarding checking and savings accounts and other related products.
Teller
Wells Fargo Bank
01.2013 - 11.2015
- Nominated Team Member of the week 3+ times
- Continuously manage large deposits in merchant room
- Assist Team Members with any questions
- Stage Director
- Match banking solutions based on customers needs
- Maintains professionalism regarding customer accounts.
Loan Officer
Southwest Money Express
01.2010 - 01.2013
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Closely monitored performance of current portfolio of specialty loans and made changes to achieve performance targets.
Education
Westview High School
2010
Skills
- Excellent communications skills
- Detailed orientated
- Quick learner; able to adapt in fast-paced environments
- Leadership skills
- Customer Service
- Problem Solving
- Decision Making
- Microsoft Office
Languages
Spanish
Native or Bilingual
Timeline
Loan Closer
Wells Fargo Bank
10.2020 - Current
Service Manager
Wells Fargo Bank
07.2019 - 10.2020
Personal Banker
Wells Fargo Bank
06.2016 - 07.2019
Lead Teller
Wells Fargo Bank
11.2015 - 06.2016
Teller
Wells Fargo Bank
01.2013 - 11.2015
Loan Officer
Southwest Money Express
01.2010 - 01.2013
Westview High School
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