Vanessa Herrera

• Provided customer service to clients by answering questions, resolving complaints and processing transactions.
• Explained banking products and services such as checking accounts, savings accounts, loans and credit cards to potential customers.
• Assisted customers with online banking setup and troubleshooting issues.
• Opened new accounts for customers, including checking accounts, savings accounts and certificates of deposit.
• Processed deposits, withdrawals, loan payments and other financial transactions.

• Analyzed loan files and reviewed client income, assets and credit to verify compliance to specific underwriting criteria and input new loans into designated software.
• Ordered, prepared and verified documents necessary for loan to close in compliance, on time and without last-minute surprises.
• Performed administrative tasks such as creating status reports on loans in progress, photocopying loan documents, printing daily mortgage rate sheets and answering phones and providing excellent customer service.
• Maintained up-to-date knowledge and compliance with internal policies and procedures and verified adherence to state and federal laws, rules and regulations affecting loan institutions.
• Prepared complete packages to be sent to underwriting with a thorough understanding of each investor's stacking order and shipping.

Provide operational support for all Treasury Management products and services.

• Ability to resolve any Treasury Related issues through inbound calls/emails from clients or Relationship Managers.
• Exceptional attention to detail required to multi task in fast past environment.
• Responsible for processing new client enrollment documents correctly and within SLA time frame.
• Setting up clients with new products and services.
• Ability to adapt to changes in an environment with frequent change due to procedures or program updates.
• Reviewed and reply to high volume of email on a daily basis.
• Verify potential wire fraud or duplicate wires.
• Extracted data from various reporting systems to implement key operational changes.
• Assist in management/maintenance of banking relationships and product systems of service.
• Process ACH Inbound/outbound transmissions including wires.

• Primarily focused on making outbound calls for the purpose of prospecting new clients.
• Record and maintain Excel spreed sheets for pipeline tracking.
• Proficient in the use of SalesForce, Outlook, Excel.
• Once application through MLO complete, required to collect client documents.
• Performed daily maintenance of loan applicant database.
• Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
• Contributed to development, planning and completion of project initiatives.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.

• Providing help and advice to customers using your organization's products or services
• Communicating courteously with customers by telephone, email, letter and face to face.
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
• Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill.
• Writing reports analyzing the customer service that your organization provides.
• Developing feedback or complaints procedures for customers to use.
• Improving customer service procedures, policies and standards for your organization or department.
• Meeting with other managers to discuss possible improvements to customer service.
• Training staff to deliver a high standard of customer service.
• Leading or supervising a team of customer service staff.
• Learning about your organizations products or services and keeping up to date with changes.