Hi, I’m
Olga Rodriguez
San Antonio,TX
Summary
Highly accomplished and results driven professional with over 20 years of experience in customer service and banking environments. Proven ability to excel in fast-paced, metric-driven settings. Consistently leveraging strong leadership building skills to resolve diverse customer issues efficiently and deliver exceptional service.
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Overview
28
years of professional experience
1
Certification
Work History
Wells Fargo Bank
Associate Personal Banker
03.2025 - 11.2025
Job overview
- Identify customer needs and provide information on new products & services, resolve account issues, direct customers to financial experts as needed, Help customers open and close checking & savings accounts, Assist Clients with transactions & credit disputes, Maintain customer accounts & help resolve disputes, Review documents for accuracy & legal compliance, Assist Customers with loan & credit card applications, Refer customers to Financial Advisors, Basic administrative and data-entry duties, Use banking software, Account Management, Sales & Referrals, Educate customer on using Mobile applications & online banking tools, Ensure transactions are accurate & comply with bank policies & regulations, Open & Close Safe Deposit Boxes, Assist clients in opening lines of credit, Maintain cash teller cash drawer, Process night deposits, Customers credits & debits, Cash handling, Identify cross-selling opportunities.
Wells Fargo Home Mortgage
Customer Service Representative
08.2021 - 03.2025
Job overview
- Manage client relations by addressing inquiries related to mortgage & escrow payments, property insurance & taxes, Conduct detailed research to resolve complex account discrepancies, including payment overages & shortages, Educate customers on the specifics of their escrow disclosure statements & guide them through self-service options for online account management, Provide comprehensive support to ensure accurate processing of all housing-related payments & prompt resolution of account issues.
Capital GroupSan Antonio, TX
Client Service Specialist
01.2014 - 01.2017
Job overview
- Provide comprehensive support to financial advisors & shareholders regarding American Funds services, products & industry policies, Manage inbound & outbound calls to address inquiries, troubleshoot issues, & provide account maintenance for shareholder accounts, Facilitate account management tasks including the establishment of new accounts, processing common investment redemptions, & updating account details, Educate clients on managing both retirement & non-retirement accounts, covering online transaction processes, secure account access, password resets, & market performance information, Deliver exceptional customer service by assisting callers with online navigation & clarifying complex financial information.
- Managed client accounts by providing timely assistance with inquiries, ensuring accurate information was conveyed.
- Conducted thorough analysis of client feedback to identify service improvement opportunities and enhance overall satisfaction.
Wells Fargo Home Mortgage
Loan Servicing Specialist
01.2012 - 01.2014
Job overview
- Advise customers on retention & liquidation options to avoid foreclosure, guiding them through the process of preserving homeownership, Facilitate the submission of necessary documents for financial interviews via phone to complete comprehensive reviews, Collaborate with internal departments to generate potential leads & identify new opportunities for customer assistance, Manage high-volume, continuous inbound/outbound call flow pertaining to loans in active foreclosure & bankruptcy statuses, Conduct entry-level underwriting assessments for borrowers requesting postponements of foreclosure sales dates, Participate in a comprehensive leadership development curriculum, including structured development planning, job shadowing, and one-on-one coaching, Mentor & support fellow team members by utilizing shared reporting & feedback mechanisms to enhance team scores and overall quality performance, Gain practical management experience by serving as a fill-in supervisor for one week, leading a team with full responsibilities, Attend & contribute to weekly meetings specifically designed to build & refine essential leadership abilities.
Marquee Mortgage
Production Partner
01.2011 - 01.2012
Job overview
- Liaison serving as the main point of communication for clients, realtors, and builders from loan origination to closing, Provided updates by conducting regular check-ins with borrowers & referral partners to update them on loan status & address any issues, Build & maintain relationships with referral partners such as realtors to generate new business, Handle inquiries by answering questions from clients, employees, & partners to ensure high level of customer satisfaction, Passed Texas State exam and obtained NLMS#.
SWBC
Bilingual Loss Draft Representative
01.2008 - 01.2011
Job overview
- Handled a high volume of inbound & outbound calls & other communications in both English & Spanish to guide customers through the complex loss draft process, Provide empathetic support & expert guidance to borrowers who may be distressed due to property damage due to natural disasters, resolving inquiries & de-escalating calls as needed, Review, monitor & process essential documentation, including insurance claim forms, policies, repair estimates, & checks to verify information & ensure compliance, Coordinating the timely & accurate disbursement of insurance funds to the appropriate parties (homeowners, contractors etc.) based on the progress of repairs & according to company policies & regulations.
Deer Oaks EAP Services, L.L.C
EAP Account Management Specialist/Business Development
01.2008 - 01.2008
Job overview
- Cultivate & sustain strategic relationships with a portfolio of employer groups, Represent the organization at health fairs, orientations & benefits implementations, Deliver formal presentations & conduct training webinars for employees, managers & supervisors, Market promotional materials & events through targeted seminars & digital outreach, Drive new business development by leveraging & expanding existing contract relationships.
Citi Financial
Executive Account Manager
01.2006 - 01.2007
Job overview
- Established and maintained business and client relationships, Obtained required documents and information necessary for initiating mortgage loans, auto loans, personal loans and foreclosure processes, Maintain working files for the office as required for compliance, Manage cash drawer, petty cash, prepare bank deposits, bookkeeping, post payments, and provide customer service for various accounts, Sell credit insurances to clients, Initiate claims process for client when needed, Provide loan status & setup appointments for loan closing, Provide collection services.
Wells Fargo Financial
Loan Processor
01.2003 - 01.2005
Job overview
- Managed end-to-end loan coordination, including preparing all loan and credit insurance documents & schedule closing appointments, Liaised effectively between clients, property inspectors & loan officers providing timely loan status updates to all stakeholders, Maintained detailed client records, managed front-office financials (cash drawer, petty cash, deposits, bill payments, etc), handled all incoming calls.
Compass Bank
Senior / Lead Teller
01.2001 - 01.2003
Job overview
- Managed bank reports: Teller Recap, Transaction Count, Average Cash, Overdraft/Charge off, NSF, Over/Short Loss Report, and General Ledger Recon, Coordinate staffing schedules, training, and interview new hires, Mentor tellers to develop their customer service, selling, and operational skills to create a customer-focused environment, Handle compliance of audit operations and regulatory issues, Responsible for transaction approvals, opening and closing of banking center, balance money vault and ATM machine, order money to maintain teller cash drawers and ATM machine, Inventory teller supplies and platform areas, Responsible for maintaining equipment and servicing when needed, Responsible for completion of all mid-day turn over transactions.
Bank of America
Bank Teller
01.1998 - 01.2001
Job overview
- Process deposits, withdrawals, & check cashing, Handle payments for loans & other services, Cash checks & issue money orders, cashier’s checks & other banking instruments, perform foreign currency exchanges, Assist with opening & closing customer accounts, such as checking & savings accounts, Manage transactions for drive through customers, Count & balance cash drawers at the beginning and end of each shift, count & package currency & coin deliveries, track record & store transactional information accurately, ensure compliance with all banking laws, regulations & security procedures, Identify & report potential fraud, verify customer identification & check signatures, Greet customers & answer questions about banking accounts & services, Cross sell bank products, Identify customer needs & direct them to other branch representative when necessary.
Education
Hallmark Institute of Technology
Associates Degree from Business Administration and Technology
01.2002
Hallmark Institute of Technology
Bachelors of Science from Business Management in Business Management/Project Management
Skills
- Multicultural & Multilingual communication, Bilingual proficient, Analytical & Accountability, Coaching & Mentoring, Organizational & Time Management Skills, Resilience & Adaptability, Attention to detail, Independent & Self Motivated, Problem Solving & Critical Thinking, Customer-Centric Focus & Service Excellence, Marketing Experience, Communication Skills, Teamwork, Data Entry, Ability to use 10 key calculator, Cash Handling experience, Certified Notary Public, NMLS, SAFE, Customer Service, Problem Solving, Flexibility, Empathetic, Teamwork, Dependable, Data Analyst, Financial Product Knowledge, Conflict Management, Active Listening, Compliance & Regulations, Ethics & Integrity, Banking, Sales Skills, Supervisory experience, Authorized to work in the United States
Certification
Notary Public, NMLS, S.A.F.E.
Languages
Spanish
Native or Bilingual
Timeline
Associate Personal Banker
Wells Fargo Bank
03.2025 - 11.2025
Customer Service Representative
Wells Fargo Home Mortgage
08.2021 - 03.2025
Client Service Specialist
Capital Group
01.2014 - 01.2017
Loan Servicing Specialist
Wells Fargo Home Mortgage
01.2012 - 01.2014
Production Partner
Marquee Mortgage
01.2011 - 01.2012
Bilingual Loss Draft Representative
SWBC
01.2008 - 01.2011
EAP Account Management Specialist/Business Development
Deer Oaks EAP Services, L.L.C
01.2008 - 01.2008
Executive Account Manager
Citi Financial
01.2006 - 01.2007
Loan Processor
Wells Fargo Financial
01.2003 - 01.2005
Senior / Lead Teller
Compass Bank
01.2001 - 01.2003
Bank Teller
Bank of America
01.1998 - 01.2001
Hallmark Institute of Technology
Bachelors of Science from Business Management in Business Management/Project Management
Hallmark Institute of Technology
Associates Degree from Business Administration and Technology