Nancy Dominguez
South Bend,IN
Summary
Personable and dedicated Customer Service Associate II with extensive experience in Banking industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Client Service Associate II
1st Source Bank
Bremen, IN
08.2017 - 12.2023
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Gathered information from clients for entry into computer database.
- Scheduled and confirmed appointments based on customer availability.
- Managed and updated physical and digital client account information to keep records accurate and current.
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Collaborated cross-functionally, remaining up-to-date on products, services and policies to inform clients.
- Personalized client experience, identifying unique needs and providing information and services to match.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
Consumer Loan Processor
1st Source Bank
South Bend, IN
12.2009 - 08.2017
- Created and completed loan submission packages.
- Filed completed packages quickly and efficiently.
- Maintained fast-paced schedule by consistently providing satisfactory application approval turnaround times.
- Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
- Reviewed initial client documentation to structure and submit loan package.
- Reviewed and verified borrowers' income, credit reports and property appraisals to prepare documents for underwriting.
- Calculated income, assets and liabilities to meet lender requirements.
- Completed closing process by collaborating with attorneys, title companies and government clerks.
- Prepared and delivered loan documents to title and escrow teams.
- Prepared and typed loan applications, closing documents or legal documents using computers.
- Ordered property insurance or mortgage insurance policies to protect against loss on mortgaged property.
Education
High School Diploma -
Riley High School
South Bend, IN06.2004
Skills
- Account Management
- Data Entry and Maintenance
- Upselling Products and Services
- Spanish Fluency
- Verbal and Written Communication
- Customer Data Confidentiality
- Multitasking and Prioritization
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Customer Retention Strategies
- Data Entry
- Responding to Difficult Customers
- Understanding Customer Needs
- Transaction Processing
- Calm and Professional Under Pressure
- Customer Service
- Creative Problem Solving
- Efficient and Detail-Oriented
- Needs Assessment
- Client Rapport
- Interpersonal and Written Communication
- Issue Resolution
- Call Volume and Quality Metrics
- Team-Oriented and Cooperative
- Proactive Self-Starter
- Product Recommendations
- Teamwork and Collaboration
- Computer Skills
- Multi-Line Phone Systems
- Establishing and Maintaining Customer Relationships
- Salesforce CRM
- Policies and Procedures Adherence
- Computer Proficiency
- Promoting Brand and Company Identity
- Regulatory Compliance
- Inbound and Outbound Calling
- Patient and Empathetic
- Process Improvement
Languages
Spanish
Native/ Bilingual
Accomplishments
- March 2023-1st Source Way Circle of Excellence
- March 2023-2019 Mortgage Referral Award
- March 2023-2019 Personal Insurance Referral Award
- May 2020- 2019 Most SBU Referrals Award
- May 2020-2019 In Sight Power User Award
- August 2019-Partners First Circle of Excellence
- October 2017-Successful Completion of CSR Training
References
References available upon request.
Timeline
Client Service Associate II
1st Source Bank
08.2017 - 12.2023
Consumer Loan Processor
1st Source Bank
12.2009 - 08.2017
High School Diploma -
Riley High School
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