Nora Rabelo
Duncanville,TX
Summary
Experienced with leading client service teams to deliver high-quality service and client satisfaction. Utilizes strong communication and problem-solving skills to address client needs effectively. Track record of fostering team collaboration and flexibility to meet dynamic client requirements. I have proven myself to be a loyal and dedicated employee.
Overview
25
25
years of professional experience
Work History
Client Service Team Lead
Pacific Premier Bank
11.2022 - Current
- Analyzed onboarding feedback with continuous improvement initiatives.
- Involves coaching, training, and assignment of work
- Established strong relationships with key decision-makers within the clients'' organizations, fostering long-term partnerships.
- Ensure delivery of exceptional client service via telephone or via email by taking ownership of each client inquiry, question or concern to resolution
- Make appropriate decisions on behalf of the customer quickly and effectively
- Provide information and knowledgeable assistance efficiently and professionally
- Ability to effectively prioritize work to ensure efficiency
- Follow up and follow through on all pending client inquiries on daily basis while tracking all activities in the department's ticketing system
- Provide technical assistance, support and troubleshooting for Community Association Banking clients including but not limited to Business Online
- Remote Deposit Capture, card orders and inquiries, general account inquiries, and password resets for various systems
- Coordinate with Bank vendors when needed in order to resolve client inquiries
- Websan / Scanner Software installation
- Troubleshoot scanners
- Help with API integrations
- Set up lockbox
- Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
- Managed escalations effectively by collaborating with relevant departments for quick resolutions while maintaining open lines of communication with affected clients.
- Improved overall team productivity by optimizing processes and implementing best practices.
HOA Client Support Specialist
Pacific Premier Bank
12.2020 - 11.2022
- Ensure delivery of exceptional client service via telephone or via email by taking ownership of each client inquiry, question or concern to resolution
- Make appropriate decisions on behalf of the customer quickly and effectively
- Provide information and knowledgeable assistance efficiently and professionally
- Ability to effectively prioritize work to ensure efficiency
- Follows up and follows through on all pending client inquiries on daily basis while tracking all activities in the department’s ticketing system
- Provide technical assistance, support and troubleshooting for HOA and Property Banking clients including but not limited to Business Online Banking, Remote Deposit Capture, ATM Debit Card orders and inquiries, General Account Inquiries, and password resets for various systems
- Coordinate with Bank vendors when needed to resolve client inquiries
- Coordinate with other banking teams to escalate security issues to stop fraud activity; communicate and recommend fraud solutions to clients
Branch Operations Specialist
Pacific Western Bank
01.2019 - 05.2020
- Assist the Branch Operations Manager with teller supervision
- Approve customer and bank transactions within established limits
- Daily reports
- Ensure banking policies and procedures are being followed by staff
- Perform branch certifications and audits
- NSF/deficit balance processing
- Branch security, ensure branch cash limit is maintained
- EIM’s and non-post
- Open New Accounts
- Process wires
- Respond to emails from Operations regarding large items, teller corrections, etc
- Identify customer needs and refer financial products and services
- Perform other duties as assigned
Sr. Utility
Pacific Western Bank
02.2015 - 01.2019
- Provide excellent customer service
- Open and close branch facility and vault in accordance with bank security procedures
- Supervise a group of 3-5
- Approve transactions within prescribed limits
- ($100k)
- Open and on board new accounts
- Process deposits, withdrawals (counter, night drop, mail, courier, ATM, etc.) and post debits and credits to customer accounts accurately and in accordance with company policies and procedures
- Exchange cash for checks and other negotiable instruments
- Examine customer signatures and endorsements and compare to identification to validate identity before paying out cash or cash equivalent
- Place holds and stop payments
- Resolve customer inquiries/complaints and situations in a positive professional and efficient manner
- Monitor teller’s performance relative to losses, differences and referrals
- Review daily reports
- Earns, Large items, Non-Post, IES
- Achieve satisfactory audit ratings
Bank Operations Specialist II
First California Bank
02.2006 - 06.2013
- Company Overview: Westlake Village CA
- Confer with customers by telephone to provide information about products or services, take and enter orders, cancel accounts and obtain details of complaints
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits and payments, and arrange for billing
- Contact customers to respond to inquiries and to notify them of claim investigation results or any planned adjustments
- Prepare change of address records, or issue service discontinuance orders, using computers
- Answer phones and provide excellent customer service
- Process the Bank's Fed adjustments
- Process and review the 'Large Items' system and communicate to branches accordingly
- Double verification of outgoing wires on the Fedline and Wells Fargo systems (Domestic and Foreign)
- Process incoming Telephone Transfers
- Perform some centralized 'block' input for the department, balance accordingly
- Debit Card Processing
- Process Subpoenas accordantly and reply in letter form back to the Attorney
- Trained staff on operating procedures and company services
- Proficient in: ACH, CD-Rom, Department Item Retention, Image on demand, Image Cash Letter, Lock Box, Positive Pay, Remote image deposit, Stop Payment
Operations Supervisor
Washington Mutual Bank
04.2000 - 02.2006
- Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips
- Establish and maintain relationships with individual and business customers, provide assistance with problems these customers may encounter
- Examine, evaluate, and process loan applications
- Oversee the flow of cash and financial instruments
- Network within communities to find and attract new business
- Prepare operational or risk reports for management analysis in Excel Spread sheets
- Evaluate financial reporting systems, accounting, collection procedures, and make recommendations for changes to procedures, operating systems, budgets, or other financial control functions
- Open new accounts
- Open and close the branch
- Write monthly reports
Education
GED -
Huenene High School
Port Hueneme, CASkills
- Over the phone skills
- Client retention strategies
- Microsoft office expertise
- Customer relations
- Able to work with others with little or no supervision
- Strong leadership
- Training and mentoring
- Problem-solving
- Time management
Accomplishments
- Supervised team of 7 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Full Professional
Spanish
Professional Working
Timeline
Client Service Team Lead
Pacific Premier Bank
11.2022 - Current
HOA Client Support Specialist
Pacific Premier Bank
12.2020 - 11.2022
Branch Operations Specialist
Pacific Western Bank
01.2019 - 05.2020
Sr. Utility
Pacific Western Bank
02.2015 - 01.2019
Bank Operations Specialist II
First California Bank
02.2006 - 06.2013
Operations Supervisor
Washington Mutual Bank
04.2000 - 02.2006
GED -
Huenene High School