Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Pedro Nino

Summary

I have experience in Portfolio management for different areas of consumer and business (I oversaw deposit accounts, lending, small business, and as well as expanding relationships with existing and new clientele). Highly-experienced in all aspects of industry work, and thoroughly familiar with industry products, quality assurance, procedures, maintaining risk, laws and regulation standards while consistently exceeding goals set by the enterprise in both English and Spanish. I have been responsible for analyzing portfolios, recommending options, listening to customers, reaching goals, while giving excellent customer service. I am self-driven, hard-working, a leader, detailed, and open to changes.

Overview

16
16
years of professional experience

Work History

Client Service Representative

U.S. Bank
05.2024 - Current
  • In the current role I am responsible for handling teller and banker functions where I take care of clients' different needs within banking. I have been assigned different tasks within the bank where I can further expand my role to be able to take care of clients when my manager is not available. I have learned the operations and platform assignments on a day to day basis. I am able to multitask to where I can help contribute to different areas of branch success.
  • I have been able to reach my goals while also providing great customer service to each customer. I have handled difficult customer situations where I am able to diffuse certain escalations.

Personal Banker

Citibank
06.2023 - 05.2024
  • I was responsible with several tasks with quality and control, sales, audits, regulations, setting up appointments, and was measured with giving the best customer service when clients rated us through client experience surveys.
  • I made sure that every client interaction was tracked by notating the clients profile and updating the client through the process. I made sure that I kept organizing everything I did daily in documenting and setting up follow up with clients.
  • I was responsible with opening and closing procedures, making sure that we followed the process by using our tools and resources. I was in charge of the branch when the manager was not in or available. I made sure that the branch ran smoothly, gave approvals to the associates, and made sure that escalations were handled correctly.

Small Business Consultant

Bank of America
03.2022 - 06.2023
  • In this role I am responsible for helping small business customers grow and educating them with how to better manage their finances. The way I help customers everyday meet their needs was by implementing a routine where I called my customers daily, by setting up a calling time to reach out to new or existing customers. I would set up appointments to follow up for the next visit if needed with existing customers and new customers I would introduce myself. I have goals that were broken down for, new acquisition & deepening, deposit balance growth, credit balance growth, merchant services, and consumer acquisition and Deepening. The last part I was also responsible for risk quality and surveys.
  • I was responsible for meeting expectations while organizing my day with daily education of conference calls, financial center morning business briefs, meetings with my partners from different lines of business, I also sat down with my bankers and tellers to educate them and show them how to refer clients weekly.
  • I worked with different consumer and business products from basic to more complex. In the business side I would work with checking, savings, credit cards, auto loans, online banking services, and other services provided with banking. I would also work with other areas of referral base type of products: merchant services, payroll, lending (commercial, equipment, SBA lending, practice, and other lending options.), mortgage, and investment referrals.

Credit Solutions Advisor, NMLS ID 479962

Bank of America
06.2021 - 03.2022
  • I actively listen to the clients to determine their needs and interact with clients proactively.
  • I have experience in loan origination role in a retail environment and knowledge of mortgage products (conventional, Jumbo, government, and Helocs)
  • Experience with time management skills and can organize, prioritize, and perform multiple tasks simultaneously.
  • I have experienced the steps in structuring, processing, underwriting and closing procedures.
  • One team partnership responsible for making sure that we are working, connecting, and following up with other lines of business in helping the customer reach their financial goals.
  • Leadership within my financial center, connecting with different colleagues in making sure that I am helping them grow by educating them in different aspects of business and guiding them for career growth. I conducted team meetings, huddles, and one on one coaching with each team member, partner, and manager.
  • Responsible for reaching the lending goal within the financial center.
  • Strong lending experience background in credit cards, auto loans, home lending, and business.

Relationship Manager Small Business Ownership Specialist

Bank of America
12.2020 - 05.2021
  • I am responsible of multiple roles within my line of business in which I am a consumer and a small business relationship manager where I have both goals to achieve within my scorecard for incentive. I have a proven sales track record within different lines of business. I have great communication skills with ability to manage each customer experience from beginning to end whether it's a sale or a service issue, while maintaining great customer service experience.
  • The purpose of an RMBOS is to explore opportunities within small business while still helping consumer and build my portfolio in small business a stepping stone to the next step in small business banker or consultant. I have experience working with great partnerships within the bank where I was able to help with deepening relationships with customers.
  • During the pandemic I was able to adjust to where I used the care model to reach out to customers daily and make calls weekly average of 25 to 50 in order to check with each customer to check how they are doing and set up 15 appointments a week to help them financially. The other areas I was graded were behaviors, close rate, emails, calls, appointments, and other metrics.
  • See the additional details for the Relationship Manager role below.

Relationship Manager

Bank of America
12.2019 - 12.2020
  • In my daily role I am responsible for offering solutions and services to customers to meet their short- and long-term needs.
  • I also build relationships within my line of business so I can keep up with them, how I do this is I keep them as follow up contacts in a portfolio I have built up over time. I make sure that I expand my skills by working closely with my partners as one team.
  • I also adapt to change quickly. For example, we implemented the CARE model during covid where we called and emailed our customers daily to make sure our customer got the help and advice they needed for themselves and their families financially.
  • I am also responsible for giving excellent customer service to every customer.

Preferred Sales Associate

Bank of America
02.2016 - 12.2019
  • Service and sell credit card products to clients within the Preferred segment
  • Top Performer in client experience over 90%, revenue reached over 150% to goal, Quality 100%
  • Communicate through emails or over the phone with customers and/or other departments
  • Provide account management, client servicing and implementation coordination for with specialized product and servicing needs in a timely manner with error free quality
  • Referring business to our financial partners to deepen relationships

Teller, Personal Banker, Business Banker

Wells Fargo Bank
10.2009 - 06.2012
  • Responsible for client consulting to find the best fit products
  • Introducing new products and opening accounts while upselling additional products/services
  • Trained and coached a successful sale, service, and referral team
  • Maintained the highest level of customer satisfaction
  • Responsible for ensuring compliance with audit and operational regulations and guidelines

Education

General Education -

Saddleback Community College
01.2007

Skills

  • Fluent in English / Spanish (read, write and speak)
  • Proficient in multiple banking systems including Synergy, CLMS, Tsys, Interact, sales force, outlook email, workday website, excel spreadsheet, word document, as well with other systems
  • I have experience with working over the phone and in person customer service and sales
  • I have experience working with consumer and small business clientele
  • I have demonstrated experience and proven success with business-to-business sales, or small business banking
  • Experience with financial information, spreadsheets, bank reports, and financial skills

Accomplishments

  • Bank of America – Pinnacle Club Summit Award Winner for 2018
  • 2017, 2018, and 2019 Quarterly Recognition for Sales
  • 2017 Q1 and Q3 100% Client Experience Surveys

Languages

Spanish
Native or Bilingual

Timeline

Client Service Representative

U.S. Bank
05.2024 - Current

Personal Banker

Citibank
06.2023 - 05.2024

Small Business Consultant

Bank of America
03.2022 - 06.2023

Credit Solutions Advisor, NMLS ID 479962

Bank of America
06.2021 - 03.2022

Relationship Manager Small Business Ownership Specialist

Bank of America
12.2020 - 05.2021

Relationship Manager

Bank of America
12.2019 - 12.2020

Preferred Sales Associate

Bank of America
02.2016 - 12.2019

Teller, Personal Banker, Business Banker

Wells Fargo Bank
10.2009 - 06.2012

General Education -

Saddleback Community College

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Pedro Nino