Patricia Lemus Moreno
Aubrey,Texas
Summary
Skilled bilingual Loan Specialist and Customer Service professional with extensive experience in the financial services sector. Assess and process loan applications, evaluate creditworthiness, and make decisions regarding loan approvals. Guide clients through the loan process, clarify terms, and ensure adherence to regulations. Furthermore, develop referral networks, cross-sell products, and cultivate robust client relationships. Acknowledged as a fast learner with excellent written and verbal communication abilities in both English and Spanish.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Loan Specialist
DISCOVER
04.2024 - Current
- Deliver outstanding customer service by adhering to bank policies, procedures, and supervisors' guidance. Achieve monthly new account targets set by upper management. Build and maintain strong relationships with customers. Review accounts in origination to identify suspicious activities, communicate with different teams, and take appropriate action, including declining loans when necessary and communicating these decisions to clients. Address inquiries from clients, borrowers, agents and internal staff professionally and in a timely manner.
- Successfully finished training and acquired certification from the Nationwide Multistate Licensing System.
- Achieve sales targets set by the department.
- Proactively manage and prioritize a series of assigned loans.
- Support document collectors in gathering documents from borrowers and subsequently reviewing them.
Auto Finance Specialty Funding
CAPITAL ONE
04.2023 - 04.2024
- Ensure the Capital One Auto Finance deals are funded and that all documents are received and notated accurately. Communicate with customers regarding acceptable documents, and liaise with employers, lenders, insurance, and mortgage companies to verify the accuracy of customer information. Review accounts to identify suspicious activity associated with risk, escalate loans with suspicious activity, and decline accounts when necessary. Stay continually up-to-date with all system changes, product updates, and upgrades.
- Successfully completed training for Specialty Funding
Principal Quality Assurance Coordinator
CAPITAL ONE
02.2022 - 04.2023
- Provide Quality Assurance reviews and deliver coaching to Chat/Email Agents. Partner with Content & Knowledge lead in managing process end-to-end for Support Center (CRWeb)/ English Language Accessibility (ELA) /Airtable Management, CreditWise and Capital One Shopping Email Servicing Team Support, Zendesk administrator. Responsible for implementing process improvements.
- Selected as back up approver for Content Domain Owner (CDO) request Approvals
- Created a new grading process and obtained approval for 24/7 QA chat tool
- Developed the Exclusive Products Servicing (EPS) Feedback forum for project updates
- Selected as the Coordinator for the Monthly Business Report (MBR) and Feedback Forum meetings
- Updated Macros/FAQs for Capital One Shopping overhaul project
- Updated FAQ’s and Macros for /the CreditWise Daily Refresh project
- Created New Macros for the Policy for Goodwill Rewards
- Successfully completed the Leadership Development Program (LDP), May 2022
Senior Operations Coordinator
CAPITAL ONE
02.2020 - 02.2022
- Engage with customers via email in a fast-paced production environment. Read, Interpret and respond to customer requests and handle customer calls as needed.
- SME For CreditWise and Capital One Shopping
- Member of the FAQ team support
- Selected for the Engagement Coaching team
- Develop multiple Process Improvements for new and existing macros
- Assisted in developing customer scripting for CreditWise inquiries
Customer Service Coordinator
CAPITAL ONE
07.2017 - 02.2020
- Answered inbound calls, provide excellent customer service to existing customers. Keep up to date to all changes of systems, products and upgrades.
- Selected for the Assist Q role Trainee position, 2019
- Roar Recipient Q3 2018, Q2 2019 and Q4 2019
- Tell me more and Process Improvement Recognition board assistant
- Runner-Up Q1 First quarter 2018 award for excellent customer experience
Sales Representative part time
WAL-MART
07.2013 - 07.2017
- Maintain department in stock. Order merchandise. Update schedules for associates within the department. Answer customer questions. Conduct interviews.
- Promoted from sales associate to Department Manager
- Named Employee of the Month in recognition of excellent job performance and dedication to customer service
- Consistently achieved daily sales goals
Delaware Children's Dentist
01.2013 - 01.2017
Department Manager
WAL-MART
01.2012 - 01.2013
- Maintain department in stock. Order merchandise. Update schedules for associates within the department. Answer customer questions. Conduct interviews.
- Promoted from sales associate to Department Manager
- Named Employee of the Month in recognition of excellent job performance and dedication to customer service
- Consistently achieved daily sales goals
Sales Representative
WAL-MART
01.2012 - 12.2012
- Maintain department in stock. Order merchandise. Update schedules for associates within the department. Answer customer questions. Conduct interviews.
- Promoted from sales associate to Department Manager
- Named Employee of the Month in recognition of excellent job performance and dedication to customer service
- Consistently achieved daily sales goals
Education
Certificate of Competency - Human Resource Management
Delaware County Community College
Media, PA12.2021
Business Writing Principles
LinkedIn Learning
04.2020
Dental Assistant Certification - undefined
Delaware County Community College Media
Media, PA01.2013
Skills
- Loan structuring
- Loan servicing
- Credit analysis
- Loan documentation
Certification
- Nationwide Multistate Licensing System License #2797507
Languages
Spanish
Full Professional
Timeline
Senior Loan Specialist
DISCOVER
04.2024 - Current
Auto Finance Specialty Funding
CAPITAL ONE
04.2023 - 04.2024
Principal Quality Assurance Coordinator
CAPITAL ONE
02.2022 - 04.2023
Senior Operations Coordinator
CAPITAL ONE
02.2020 - 02.2022
Customer Service Coordinator
CAPITAL ONE
07.2017 - 02.2020
Sales Representative part time
WAL-MART
07.2013 - 07.2017
Delaware Children's Dentist
01.2013 - 01.2017
Department Manager
WAL-MART
01.2012 - 01.2013
Sales Representative
WAL-MART
01.2012 - 12.2012
Business Writing Principles
LinkedIn Learning
Dental Assistant Certification - undefined
Delaware County Community College Media
Certificate of Competency - Human Resource Management
Delaware County Community College
Community Service
- Capital One Food Bank
- Veterans Letter
- Capital One Meal's on Wheels
- Junior Achievement of Delaware
- Kennett Food Cupboard, Kennett Square, PA, Summer
- Ronald McDonald House Dinner, Summer
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