Ulises Lozano
Fort Worth,TX
Summary
Client solutions professional with extensive banking and financial services experience. Proven track record in relationship management and regulatory compliance, excelling in escalation resolution and client retention strategies. Focused on enhancing customer satisfaction and operational efficiency through effective problem-solving.
Overview
10
10
years of professional experience
Work History
Advanced Client Solutions Expert
Bank of America NA
Fort Worth, TX
08.2024 - Current
- Drove relationship banking sales, consistently meeting quality and performance benchmarks.
- Managed client relationships across deposit and credit products, ensuring compliance with banking regulations.
- Process credit applications, account openings, and credit limit reviews in compliance with bank regulations.
- Adapt quickly to frequent policy and regulatory changes, maintaining full compliance on every client interaction.
- Resolved complex escalations, serving as a peer resource on procedures and compliance.
Account Manager
Legacy Housing Corporation
Bedford, TX
04.2024 - 08.2024
- Managed customer communications with professionalism and accuracy on sensitive financial matters, ensuring clarity and trust.
- Partnered with internal teams and dealers to resolve account disputes and servicing issues, improving overall account management efficiency.
- Serviced mortgage and loan accounts, negotiating payment plans and addressing escrow inquiries to enhance customer satisfaction.
- Ensured compliance with lending regulations and company policy across all account activity.
Subject Matter Expert & Remarketing Advisor
Mercedes-Benz Financial Services
Fort Worth, TX
08.2021 - 04.2024
- Served as primary SME for remarketing operations, resolving complex lease-end, maturity, and delinquency cases to ensure seamless transitions.
- Trained team members and vendor partners on remarketing processes and compliance standards, enhancing operational knowledge.
- Conducted quality reviews and monthly one-on-ones to monitor performance and support team development.
- Produced and presented lease-end performance reports to senior leadership, informing strategic decisions.
- Reviewed contracts, payoffs, and lease-end transactions for accuracy, ensuring cross-departmental compliance.
Guest Loyalty Specialist
Urban Air Adventure Park Corporate office
Fort Worth, Texas
12.2020 - 06.2021
- Supported guests through phone, email, and ticketing systems at multiple park locations nationwide.
Resolved escalations related to birthday parties, memberships, and safety incidents promptly.
Oversaw logistics coordination with management and vendors to execute large events smoothly.
Teamed up with marketing and operations to refine guest experiences and enhance internal processes.
Supervisor
Helados La Azteca
Haltom City, TX
08.2016 - 12.2020
- Oversaw daily operations, managing staffing, scheduling, and inventory to ensure smooth workflow.
- Hired, onboarded, and trained new employees on company standards and customer service expectations.
- Monitored team performance and coached members to enhance consistency and uphold operational standards.
- Acted as point of contact for customer concerns, resolving issues promptly to enhance satisfaction.
Education
High School Diploma -
Amon Carter Riverside High School
Fort WorthSkills
- Account management
- Relationship banking
- Retention strategies
- Regulatory compliance
- Escalation resolution
- Metrics analysis
- Quality assurance
- Process adherence
- Cross-functional teamwork
- Coaching and mentoring
- Bilingual communication
Personal Information
Title: Advanced Client Solutions Expert
Timeline
Advanced Client Solutions Expert
Bank of America NA
08.2024 - Current
Account Manager
Legacy Housing Corporation
04.2024 - 08.2024
Subject Matter Expert & Remarketing Advisor
Mercedes-Benz Financial Services
08.2021 - 04.2024
Guest Loyalty Specialist
Urban Air Adventure Park Corporate office
12.2020 - 06.2021
Supervisor
Helados La Azteca
08.2016 - 12.2020
High School Diploma -
Amon Carter Riverside High School