Omar Rodriguez

Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type. Will complete inbound and outbound calls to appropriate action based on transaction characteristics of greater complexity. Also performs back office functions related to research and resolution of fraudulent activity and service support, and endures all actions are resolved in compliance with state regulations and bank procedures.

• Actively listen to customers' requests, confirming full understanding before addressing concerns
• Offered friendly and efficient service to customers, handled challenging situations with ease
• Contacted customers directly to notify of fraudulent activity and minimize impacts.
• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Provided exemplary level of customer service to clients and company personnel.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Maintained energy and enthusiasm in fast-paced environment.
• Collaborated with team members to achieve target results.

• Maintained primary relationship accountability for clients, overall servicing responsibility, and client satisfaction to maximize the profitability of client relationships.
• Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
• Managed a team of 3 employees with continuous coaching and mentoring.
• Used Microsoft Word and other software tools to create documents and other communications.
• Developed a highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Optimized organizational systems for repayment collections, schedule AP/AR, deposits, and recordkeeping
• Developed internal requirements and standards to minimize regulatory risks and liability across programs within policy.
• Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
• Led projects and analyzed data to identify opportunities for improvement.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using accounting and audit software.

• Worked with underwriters to fix application problems and resolve issues.
• Reviewed modification loan files and updated to match current market and risk standards.
• Implemented short sales strategies that established relationships with realtors and CPAs.
• Oversaw scheduling of timely loan closing to satisfy home builders and borrower needs.
• Established plans and payoffs for customers' loans, prioritizing control of overall costs.
• Explained very technical financial information to applicants in easy to understand language.
• Compiled closing packages for drafting and presentation accuracy.
• Supervised loan personnel and motivated to maintain customer service and performance standards.
• Maintained energy and enthusiasm in fast-paced environment.
• Fielded customer complaints and provided solutions.

• Communicated company promotions, products and services to clients to increase brand awareness and overall revenue.
• Answered client queries and complaints to provide strong customer service.
• Maintained corporate website using content management systems and associated plugins.
• Developed ideas and leads for new stories according to industry trends.
• Addressed customer complaints and bad publicity promptly to preserve company integrity and image.
• Designed print collateral materials and coordinated branding across multiple communications channels.
• Cultivated productive relationships with major businesses, securing profitable partnerships.