Viridiana Gonzalez
Milton-Freewater
Summary
Bilingual banking professional with 14+ years of customer service and 7+ years in high-volume banking. Proven expertise in loan documentation review, escrow analysis, and fraud prevention with a strong focus on compliance, accuracy, and exception handling. Skilled in validating transactions, resolving disputes, and providing documentation to ensure regulatory requirements are met. Recognized as a top performer for exceeding quality and compliance metrics, with an ABA Fraud Prevention Certificate (2025) and currently pursuing AML certification and a Business Analytics degree to strengthen financial crimes and risk management expertise.
Overview
19
19
years of professional experience
Work History
Customer Service Sr.
PNC Bank
12.2018 - Current
- Execute and validate loan servicing transactions (auto, mortgage, HELOCs) while reviewing supporting documentation for completeness and accuracy.
- Document details of fraud related cases (Zelle debit and credit cards) and provide supporting information to the fraud research team for resolution.
- Review and explain escrow accounts (taxes, insurance, and payment breakdowns), documenting, and resolving customer-reported inaccuracies.
- File and manage customer disputes, gathering documentation, and ensuring timely resolution in compliance with policy.
- Provide accurate responses and documentation to internal teams, and escalate exceptions or suspicious activity as required.
- Recognized for exceeding quality, compliance, and customer satisfaction standards, delivering bilingual (English/Spanish) support in a high-volume environment.
Client Solutions Specialist
Sykes Enterprises
Milton-Freewater
10.2017 - 12.2018
- Reviewed customer data to identify discrepancies and potential fraud concerns, ensuring compliance with regulations.
- Resolved customer inquiries while balancing risk controls and service speed.
- Maintained top rankings in call accuracy and compliance metrics.
Sales Associate
Walkers Furniture
Walla Walla
08.2006 - 04.2017
- Built long-term client relationships by tailoring financial solutions to customer needs.
- Handled sensitive customer data responsibly, ensuring secure and compliant transactions.
Education
Bachelor’s - Business Analytics
Oregon State University
12-2028
Associate of Applied Science - Business Management
Purdue University Global
12.2026
ABA Certificate - Fraud Prevention
American Bankers Association
05.2025
Anti-Money Laundering (AML) Certification -
Skills
- Loan Documentation Review & Validation
- Escrow Account Review & Customer Education
- Fraud Detection & Risk Mitigation
- Transaction Validation & Exception Handling
- Dispute Investigation & Resolution
- Banking Regulations & KYC Compliance
- Customer Communication (English & Spanish)
- Mortgages
- Auto Loans
- HELOCs
- High-Volume Case Management
Timeline
Customer Service Sr.
PNC Bank
12.2018 - Current
Client Solutions Specialist
Sykes Enterprises
10.2017 - 12.2018
Sales Associate
Walkers Furniture
08.2006 - 04.2017
Bachelor’s - Business Analytics
Oregon State University
Associate of Applied Science - Business Management
Purdue University Global
ABA Certificate - Fraud Prevention
American Bankers Association
Anti-Money Laundering (AML) Certification -
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