Carolina Alcocer
Mission,TX
Summary
Professional leader in the customer service/ administrative industry with more than 8 years of expertise. I have 25 years of customer care, compliance, quality-control, attaining and tracking key performance indicators, process improvement, and supervision. Skilled in federal regulatory guidelines and adherence to exacting industry standards. Adept at conflict resolution and customer de-escalation. Superior communication skills, both oral and written. Experienced problem solver with strong skills in employee relations. Proficient in Microsoft Office Suite. Bilingual. Accomplishments Attained 100% customer satisfaction metrics on call and service feedback during multiple fiscal year quarters from 2013 to present .Planned and developed original team training materials (SOPs) to assist call representatives with handling customer care disputes; following policy issuance guidelines, underwriting requirements and call satisfaction Attained and maintained 100% compliance with our team’s regulatory practices and adherence Regularly exceeded key sales performance metrics for Core Power at marketing events tied to key athletic competitions throughout Colorado; attaining an overall sell-through rate average of 84%.
Overview
22
22
years of professional experience
Work History
Loan Specialist
Small Business Administration, SBA
06.2023 - Current
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Explained very technical financial information to applicants in easy to understand language.
- Identified problem areas within loan portfolio, analyzed risks and suggested appropriate solutions.
- Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
- Maintained strict confidentiality of bank records and client information.
- Utilized risk management strategies to attain high loan approval rates.
- Recommended loan approvals and denials based on customer loan application reviews.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
Real Estate Mortgage Processor II
NavyArmy Community Credit Union
03.2022 - 06.2023
- Communicate effectively with members and all parties throughout the mortgage loan process
- Initiate and maintain contact with members during processing including answering member inquiries and notifying them of any additional information required in a timely manner
- Gather, review and ensure all loan conditions set by underwriting have been met in a timely manner
- Order and ensure receipt of third party documentation such as title work, mortgage payoff, verification of employment, collateral protection insurance and residential appraisal in a timely manner
- Prepare and deliver mortgage disclosures to mortgage applicants in a timely manner ensuring regulatory compliance
- Evaluates AUS findings and request documentation from borrowers
- Order and review closing package for accuracy prior to delivering to mortgage loan originator or Title Company
- Submit quality files that comply with Agency and Investor Guidelines
- Ensure funding is completed accurately, all third-party services have been satisfied and all controlled disbursements have been resolved
- Works independently and manages a personal pipeline to ensure deadlines and production goals are met
- Determine any deviation from standard processing time and take appropriate actions including notifying the manager for alternatives to ensure timely service
- Knowledgeable lending procedures and credit union guidelines
- Support credit union services by answering general mortgage inquiries and providing information on mortgage loan programs
- Small Business Administration
- Office of Disaster Assistance
- Grade Level GS
Loan Specialist
Small Business Administration, SBA
07.2021 - 03.2022
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Explained very technical financial information to applicants in easy to understand language.
- Identified problem areas within loan portfolio, analyzed risks and suggested appropriate solutions.
- Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
- Examined customer loan applications for loan approvals and denials.
- Recommended loan approvals and denials based on customer loan application reviews.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
Member Service Representative - Consumer Service Loan Officer
NavyArmy Community Credit Union
11.2018 - 03.2021
- Process business loans and make recommendations on collateral needed to secure loans
- Apply accepted financial procedures to analyze financial resources to determine an applicant's ability to repay requested loans
- Analyzes financial statements of obligors and investigate and determine financial responsibility
- Review all pertinent facts needed to make eligibility determinations by analyzing such factors as the nature and cause of damage, intended use of proceeds, legislative and administrative loan limits, and disposition of insurance and other recoveries
- Ensure loan files contain all pertinent documentation to include conversations with applicants and written recommendations or justifications for conclusions
- Process loan applications on web-based computer system
- Respond orally and/or in writing to applicants or their representatives.
- Developed strong relationships with customers through high levels of customer service.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
Sales Associate
Kendra Scott LLC
08.2001 - 11.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
Auto and Property Insurance Specialist
USAA
04.2013 - 09.2018
- Responsible for servicing customer policies and issuing new policies in accordance with current regulations and underwriting requirements
- Maintained high standards of customer service by building relationships with clients.
- Researched and resolved routine and complex issues.
- Acted as subject matter expert, answering internal and external questions and inquiries.
- Responsible for cross selling and meeting KPIs related to both customer satisfaction and call quality
- Promptly assists customers with questions, billing issues and de-escalates calls
- Handles large call volume in a fast-paced call center environment
- Must adhere to federal and state guidelines and have intimate knowledge of applicable laws for each policy
- Regularly meets with and trains other associates and ensures quality control and KPI adherence
- Core Power
Product Sales and Marketing Specialist
Core Power Elite Training
10.2010 - 04.2013
- Planned, supervised, and managed independent marketing and sales events for Core Power protein drinks (formerly branded and sold as “Honey Milk”) throughout Colorado
- Monitored trends in social media, industry, and competitive landscape to create new material.
- Designed and implemented advertising and public relations activities.
- Worked closely with in-house design team to develop visuals for content.
- Shadowed senior personnel on complex marketing pursuits to build skills set.
- Conducted site survey, setup, marketing analysis and effectiveness as well as tracking sales and key sales performance goals for the product
- Was directly responsible for presentation, customer interaction, data management and tracking as well as product quality, transportation, storage and handling compliance.
Paraprofessional educator and Parent
Harrison School District
08.2011 - 06.2012
- Week
- Responsible for translating for parents whose first and only language is Spanish
- Assisted in welcoming parents into the office and leading them to meetings with teachers or administrators
- Handled administrative tasks in the front office as needed: spreadsheets, copying, and filing, faxing, and distributing inter-office communications
- Substituted and covered teachers and the school nurse as required.
Education
Liberal Studies
Excelsior College
Nursing
South Texas College
Bachelor of Arts - Spanish/Human Resources
University of Texas
2019
Skills
- Closing Process Coordination
- Administrative Support
- Electronic Filing System
- Business Correspondence Preparation
- Persuasive Selling
- Excellent Written and Verbal Communication
- Time Management
- Active Listening and Learning
- Client Satisfaction
- Oral and Written Comprehension
- Analytical and Critical Thinking
Languages
Spanish
Full Professional
Timeline
Loan Specialist
Small Business Administration, SBA
06.2023 - Current
Real Estate Mortgage Processor II
NavyArmy Community Credit Union
03.2022 - 06.2023
Loan Specialist
Small Business Administration, SBA
07.2021 - 03.2022
Member Service Representative - Consumer Service Loan Officer
NavyArmy Community Credit Union
11.2018 - 03.2021
Auto and Property Insurance Specialist
USAA
04.2013 - 09.2018
Paraprofessional educator and Parent
Harrison School District
08.2011 - 06.2012
Product Sales and Marketing Specialist
Core Power Elite Training
10.2010 - 04.2013
Sales Associate
Kendra Scott LLC
08.2001 - 11.2018
Liberal Studies
Excelsior College
Nursing
South Texas College
Bachelor of Arts - Spanish/Human Resources
University of Texas
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