Sonia Vega

As a B2 employee I applied for this B4 role and was offered a position. I have successfully ran multiple RIMCs to determine if an ORAC issue must be opened to resolve the gap/risk. I've assisted business's created, publish, monitor their actions/issues along with obtaining and validating evidence and approvals for action and issue closure packets. I work closely with my businesses to maintain governance oversight and ensure all Procedures, Process Maps and Controls are accurate and up to date.

I responded to Customer inquiries received via the Secured Message feature. Used various skills to resolve problems in reasonable amount of time. Walked customers through online demonstrations to support better understanding of product features. Handled client inquiries with exceptional professionalism and enthusiasm. I met /and/or exceeded message responding speed, accuracy and volume benchmarks on a consistent basis. I documentd conversations with customers to track requests, problems and solutions.

I formed part of the Bilingual Care Team. Consulted with customers to determine best methods to resolve service and billing issues. I de-escalated problematic customer concerns, maintaining calm, friendly demeanor. I reviewed account and service histories to identify trends and issues. I logged customer complaints and queries, fast-tracking them for problem resolution. Cultivated impactful relationships with customers and drove business development by delivering product knowledge. I also assisted the Resolutions team with escalated calls.

Reviewed customer credit data to ascertain the level of risk involved for extending credit. Reached out to customers to verify information and follow up on applications/credit limit increase request. Requested financial documents from customers. Assist management with training multiple colleagues. Consistently exceeded department standards and have received multiple awards and recognitions. Achieved Rookie of the year 2017 and Top Performer multiple times.

Managed 2 Signature Loan Locations. Maintained up-to-date knowledge of store policies, prevented losses using awareness, attention to detail and integrity, trained new employees and current employees to help them gain a promotion. Earned “Store Manager of the year” in 2014 and multiple recognitions throughout my career. Assisted and resolved customers complaints. Completed monthly schedules, supply orders and marketing supply orders. Coordinated Employee Marketing Events and Parades to assist with growth.