Lorena Alvarado
Santa,CA
Summary
Dynamic and results-oriented professional with a proven track record in complex operations and customer service. Possessing extensive experience in call center operations, liaison roles, and direct banking services. Seeking a challenging position where I can utilize my skills to contribute to the growth and success of a reputable financial institution.
Overview
20
20
years of professional experience
Work History
Call Center
Orange Country Credit Union
07.2016 - Current
- Addressed complex inquiries and resolved problems for members and associates regarding all products and services
- Demonstrated excellent communication skills by listening to concerns, gathering data, providing accurate information, and ensuring proper documentation
- Exercised sound judgment in prioritizing tasks, including pending calls, to ensure timely resolution and exceptional member service
- Proactively identified opportunities to recommend additional credit union services and products to benefit members
- Provided training and mentoring to newly hired call center associates and performed relief staffing coverage for senior representatives
- Assisted in resolving escalated calls and discussed in detail all credit union products and services.
Bank Operations and Services Division
Union Bank/ MUFG
09.2014 - 07.2016
- Acted as a liaison between the Bank Operations Department and the newly acquired Homeowners Association Banking group
- Facilitated the processing of interbank client transactions and new account onboarding for acquired Homeowners Association clients
- Managed requests using internal systems and email, interpreting bank terminology for customer requests and coordinating with various bank departments for resolution
- Provided guidance to acquired employees on bank navigation and service resolution
- Administered closing and distribution of matured time deposits for non-acquired clients.
Direct Banking Specialist
Union Bank/ MUFG
07.2004 - 09.2014
- Handled client requests via phone and email channels, including opening new accounts, processing transactions, and resolving service issues
- Managed the opening of new deposit accounts, including verification, document review, system input, and compliance disclosure preparation
- Made risk decisions regarding the termination of accounts suspected of fraud or intolerant activities
- Provided solutions for escalated client issues through customer service channels
- Prepared and processed high-risk transactions for direct banking clients, including wire transfers, drafts, cashier check issuance, and electronic transfers.
Education
Santa Ana College
11.2002
Skills
- Excellent communication and interpersonal skills
- Proficient in banking operations and customer service
- Strong problem-solving abilities
- Detail-oriented with excellent organizational skills
- Proficient in MS Office Suite and banking software
- Mentoring
- Risk Management
- Compliance
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Call Center
Orange Country Credit Union
07.2016 - Current
Bank Operations and Services Division
Union Bank/ MUFG
09.2014 - 07.2016
Direct Banking Specialist
Union Bank/ MUFG
07.2004 - 09.2014
Santa Ana College