SOPHIA MONTES-CASTANEDA
Napa,California
Summary
Twenty-seven years' experience in sales and management. Highly motivated, detail-oriented, exceptional multitasking skills, computer skilled and excellent communicator. Seasoned Financial Management professional with proven expertise in accounting processes, systems oversight and compliance reporting. Knowledgeable about AP/AR, contract administration, budgeting and all other aspects of successful financial operations. Talented team builder and supervisor with expertise to develop and maintain consistent, accurate and legal accounting structures. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
30
30
years of professional experience
Work History
Loan Officer Assistant/Processor
Primary Residential Mortgage
Napa, California
05.2021 - Current
- Responsible to manage the functions of office operations for a high-volume mortgage producer
- Assist in setting up a mortgage process for loan processes and client database
- Responsibilities include, follow up with potential and current clients, set up appointments with mortgage officer and board/structure all loans in process
- Manage Profit and Loss, collections of fees, and manage expenses.
- Conducted credit checks, verified income and employment information, and obtained other required documentation from applicants.
- Monitored loan applications for completeness and accuracy prior to submission to underwriting department.
- Answered questions regarding loan status and process from customers, real estate agents, title companies.
- Assisted in the development of marketing materials such as brochures, flyers., for potential clients.
- Maintained a database of current lenders' products and services in order to best meet customer needs.
- Analyzed financial information provided by applicants in order to determine eligibility for specific types of loans.
- Analyzed loan files and reviewed client income, assets and credit to verify compliance to specific underwriting criteria and input new loans into designated software.
- Set and confirmed appointments with clients, realtors and business partners and initiated marketing contact with new leads and realtors.
- Generated estimates clients requested, sent pre-approval letters to agents and confirmed receipt of verification of employment documentation.
- Prepared complete packages to be sent to underwriting with a thorough understanding of each investor's stacking order and shipping.
- Communicated effectively with borrowers regarding changes or issues that arose during the processing period.
VP/Manager
Mechanics Bank
Napa, California
05.2013 - 05.2021
- Responsible for managing all functions, staffing and efficient daily operations of the Napa Retail branch with over $200M in deposits
- Accountable for achieving annual revenues, sales and customer satisfaction targets and minimizing operational losses
- Provides overall leadership for the branch
- Solicit Small Business Lending and Residential Lending while maintaining and growing banking relationships
- Operational functions included balance branch cash, research out of balance general ledger, manage expenses and profitability and oversee audit readiness.
- Analyzed financial data to identify trends and opportunities for improvement.
- Developed and implemented strategies to increase customer satisfaction ratings.
- Created and maintained a positive work environment within the branch.
- Performed daily audits of cash drawers, deposits, withdrawals, transfers.
- Provided guidance and training to team members in order to ensure proper procedures were followed consistently.
- Prepared monthly reports on branch operations and submitted to corporate office.
- Monitored loan portfolio performance, risk management activities, and compliance with regulatory requirements.
- Conducted quarterly performance reviews for branch employees.
- Ensured compliance with banking laws and regulations through periodic review of internal policies.
- Identified areas of operational weakness or potential fraud risks in the bank's systems.
- Conducted regular meetings with staff members to discuss progress towards goals.
- Participated in community events related to banking services provided by the bank.
- Created sales action plans to consistently meet employee retention, profit, customer experience and lending goals.
- Delivered associate performance evaluations to determine merit increases and bonus amounts.
VP/Banking Center Manager
Bank of America
04.2006 - 05.2013
- Manage all sales activities from the banking center
- Motivate and coach to build a winning team
- Oversee operational duties, teller referrals, professional treatment scores and develop associates
- Establish relationships with business partners to enhance opportunities and build relationships with client.
- Managed a team of 15 professionals, providing guidance and direction to ensure successful execution of projects.
- Developed strategic plans to align business objectives with the company's long-term goals.
- Gathered and analyzed data to identify areas for improvement in operations and processes.
- Implemented cost reduction initiatives to enhance profitability.
- Oversaw daily activities of departments such as finance, marketing, sales, customer service, operations, and human resources.
- Designed effective organizational structures that aligned with corporate mission and values.
- Led cross-functional teams in developing innovative solutions to complex business challenges.
- Monitored internal controls to protect assets against loss or misuse while ensuring compliance with applicable laws and regulations.
- Provided leadership during times of organizational change by managing transitions effectively.
- Developed training programs that enhanced employee engagement and job satisfaction.
- Coached subordinates on professional development topics such as communication skills and problem solving techniques.
- Resolved conflicts between employees in a timely manner while fostering an atmosphere of collaboration.
- Facilitated meetings among senior executives from different divisions to share best practices.
- Emphasized and required people-centered leadership to promote employee value and respect.
- Determined appropriate budgets and administered expenditures.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
- Hired, trained and mentored [Number] staff members to maximize productivity.
- Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.
- Developed and implemented strategies to increase customer satisfaction and retention rates.
- Monitored daily banking activities to ensure compliance with applicable regulations and laws.
- Supervised staff members, provided training and mentorship, and conducted performance reviews.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor.
- Conducted regular meetings with branch personnel to discuss goals, objectives, policies, procedures, and customer service standards.
- Prepared monthly reports detailing the center's financial performance against set targets.
Personal Banker
Citibank
01.2005 - 04.2006
- Proactively sourced and acquired new client relationships, while deepening existing client relationships
- Solicit new business relationships by offering Bank at Work programs for the entire company
- Focus on a team environment that provides superior customer service and brand recognition.
Account Executive
Bank of America
01.1994 - 01.2005
- Assist customers from start to finish in meeting mortgage needs
- Cross-sell bank products and services to deepen customer relationships
- Assisted in Affordable Housing Projects in Sonoma and Marin Counties
- Held monthly homebuyer seminars in Napa and Sonoma Counties.
AVP/Customer Service Manager
WestAmerica Bank
10.2001 - 06.2003
- Effective in managing and motivating a staff that was negatively affected by turnover
- Successful in meeting sales and net income goals
- Acquired and built relationships in a niche market.
Assistant Customer Service Manager
04.1999 - 11.1999
- Lead associates to exceed sales goals
- Develop and motivate associates to meet customer service expectations
- Manage revenue growth for banking center to exceed fee income goals
- Meet audit requirements by exceeding audit reviews.
AVP/Banking Center Manager
- Highly effective in managing all aspects of banking for middle to high-net-worth clients
- Excelled in relationship management through retention, acquisition, and deepening client relationships
- Succeed in managing sales associates through cross training, motivation, and skill development.
Education
Bachelor's in Business Administration - Marketing
Pacific Union College
Master's in Business Administration - Management and Leadership
Holy Names University
Skills
- Bilingual (Spanish)
- Turbo Tax
- Quick Books
- Encompass
- Excel
- Microsoft
- Business Development
- Loan Servicing
- Operational Efficiency
- Portfolio Management
- Employee Training Oversight
- Compliance Assessment
- Proactive and Focused
- Work Planning
- Strategy Development
- Prioritizing and Planning
- Relationship Building
- Quality Assurance
- Adaptable to market fluctuations
- Staff Recruitment and Hiring
- Risk Assessment
- Team Building Leadership
- Self Motivation
- Human Resources
- Recruitment and hiring
- Staff Training
- QuickBooks experience
- Problem-Solving
- Teamwork and Collaboration
Leadership Experience
- Kolbe Trinity School Board Treasurer
- Past Treasurer of Coombsville Vintners Association
- Past Board Member of the Mexican American Vintners Association
- Active Community Volunteer with Napa Non-Profits
References
Professional references upon request.
Languages
Spanish
Professional
Timeline
Loan Officer Assistant/Processor
Primary Residential Mortgage
05.2021 - Current
VP/Manager
Mechanics Bank
05.2013 - 05.2021
VP/Banking Center Manager
Bank of America
04.2006 - 05.2013
Personal Banker
Citibank
01.2005 - 04.2006
AVP/Customer Service Manager
WestAmerica Bank
10.2001 - 06.2003
Assistant Customer Service Manager
04.1999 - 11.1999
Account Executive
Bank of America
01.1994 - 01.2005
AVP/Banking Center Manager
Bachelor's in Business Administration - Marketing
Pacific Union College
Master's in Business Administration - Management and Leadership
Holy Names University
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