Nidia Ramirez

• Collaborated with stakeholders across departments at all organizational levels to define requirements for new projects.
• Created detailed process flows and user stories to document system requirements and design solutions.
• Conducted interviews with subject matter experts to gather information on existing systems and procedures.
• Evaluated business processes for improvement opportunities through automation or streamlining.
• Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
• Demonstrated leadership by making improvements to work processes and helping to train others.
• Prioritized and organized tasks to efficiently accomplish service goals.

Notable Accomplishment:

• Identified non-encrypted sensitive data, highlighting potential vulnerabilities in the company’s data security.
• Collaborated with developers to rectify the data encryption issues, effectively averting a potential data breach and safeguarding sensitive information.

• Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
• Performed due diligence on potential borrowers, verifying information such as income, assets, liabilities, and other relevant data.
• Reviewed financial data, pay stubs and credit history for borrowers to ascertain loan qualification.
• Identified valuable solutions for customers with credit problems.
• Approved or denied loan applications and explained reasoning behind decisions.
• Took on the role of training new employees within the loan analyst team, providing them with comprehensive support and knowledge transfer to excel in their roles.

• Submitted loan applications to underwriters for review and decision-making, ensuring compliance with lending policies and procedures.
• Utilized multiple applications concurrently to gather and input accurate loan application data, ensuring precision in documentation.
• Analyzed financial accounts and credit scores to assess risk and make informed loan decisions, demonstrating keen analytical skills.
• Communicated loan decisions to customers with clarity and professionalism, effectively addressing inquiries and providing alternative solutions when necessary.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Ensured compliance with all applicable laws and regulations pertaining to financial services.

• Managed financial inquires and transactions over the phone, showcasing strong communication skills and ability to address complex customer queries.
• Successfully resolved errors and discrepancies, demonstrating a keen eye for detail and commitment to accuracy in financial transactions.
• Processed orders, forms, applications, and requests accurately and efficiently.
• Proactively troubleshooted issues related to online services, showcasing a problem-solving mindset and technical proficiency.
• Demonstrated leadership by making improvements to work processes and helping to train others.
• Collaborated with my supervisor to lead a call center process improvement initiative, aimed at enhancing the handling of inquiries.
• Introduced a comprehensive documentation system to effectively track and classify incoming calls, enabling detailed analysis of call types and trends for process optimization.
• Assumed the responsibility of training new employees while also serving as the go-to person for guidance and support when supervisors were unavailable, showcasing strong leadership and adaptability.

• Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
• Verified customers' identification to ensure compliance with laws and regulations.
• Provided exceptional customer service while accurately processing routine transactions.
• Balanced cash drawers on a daily basis.
• Explained account information to customers in detail as needed.
• Cross-sold additional bank products when applicable to meet customer needs.