Yulianela Mas
Client Services Specialist
Miami,FL
Summary
Experienced and professional in the financial industry with a strong understanding of diverse accounts and transactions, including checking, savings, and investments. Exceptional customer service skills and commitment to accuracy ensure the integrity of financial records. Highly regarded for problem-solving capabilities and strict adherence to regulatory guidelines. Key strengths include prioritizing client satisfaction, upholding confidentiality, fostering trust through effective communication, and providing personalized solutions to meet individual needs.
Overview
14
14
years of professional experience
Work History
Client Service Specialist
Banesco USA
12.2022 - Current
- Provided knowledgeable service and support for all customer needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Accepted and processed payments, updated accounts and issued receipts.
- Supported loan process by gathering loan documentation and assisting with loan processing and general loan analysis.
- Responded to customer calls and emails to answer questions about products and services.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Prepared and submitted reports to keep management informed of sales activities and progress.
- Managed approximately 30 incoming calls, and emails per day from customers.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Offered personalized solutions to meet customer requirements and close sales.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Personal Banking Associate
Wells Fargo & Company
02.2012 - 12.2022
- Completed daily cash balancing and operated ATMs.
- Maintained optimal financial controls by securing funds and making accurate transactions.
- Modified, opened and closed customer accounts.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Completed thorough and accurate documentation for money movements, deposits or withdrawals.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Advised customers on bank products, services and financial planning options.
- Verified amounts and integrity of every check or funds transfer.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Completed loan servicing procedures to assess compliance with bank and regulatory terms and conditions.
- Achieved or exceeded personal sales goals on consistent basis.
- Assisted customers by answering banking questions and recommending solutions.
- Helped customers understand and use mobile applications and online banking.
- Met with new clients and completed pre-qualification procedures.
- Educated customers on features and benefits of banking products and services.
- Conducted regular account reviews to identify opportunities for cross-selling additional bank products and services.
- Streamlined branch operations by collaborating with team members to optimize efficiency and improve workflow processes.
- Managed a diverse portfolio of high-net-worth clients, providing comprehensive financial advice and superior customer service.
- Maintained up-to-date knowledge of industry trends, enabling the provision of informed guidance on market developments affecting client portfolios.
- Balanced teller drawers and ATM cash.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
Crew Team Member
Don Pan Bakery
01.2011 - 02.2012
- Monitored task completion to meet company standards for performance.
- Delegated daily tasks to team members to optimize group productivity.
- Inspected food products for quality and consistency and reported concerns to cooks.
- Resolved conflict according to company protocols.
- Greeted customers and cultivated positive experiences in line with company standards.
- Fielded hundreds of customer requests on daily basis varying in complexity and volume with urgency and professionalism.
- Served food quickly for positive guest experiences.
Education
Immigration Forms Preparer
Immigration Institute
Miami, FL02.2024
Life And Health License (215)
Xcel Solutions
Miami, FL01.2024
Immigration Forms Preparer
Immigration Learning A2Z
01.2023
Personal And Business Tax Preparer -
Taxes University
10.2022
Bachelor of Science -
Instituto Jose Ramon Arevalo
07.2005
Associates Degree In Economy -
Andres Lujan
07.1998
Skills
- Bank Sales
- Relationship Building
- Products and Services Knowledge
- Business Development
- Generating Referrals
- Opening Accounts
- Paperwork processing
- Remote work capabilities
- Account management
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
- Data entry
- Exceptional communication
Languages
English
Full Professional
Spanish
Native or Bilingual
Education
other,other,true,other
Skills
- Promoting Products
- Money Handling
- Risk Management Policies
- Closing Procedures
- Volunteer Orientation
Certification
- FL Driver's License
Accomplishments
- Achieved Sales through effectively helping with client needs.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Career advancementWork-life balancePaid time offWork from home option401k matchPersonal development programsTeam Building / Company RetreatsQuote
Fall seven times; stand up eight.
Japanese proverb
Software
Taxwise, Jack Henry, Xperience, nCino bank, SVP, SVT, CRV, Entrust
Interests
Learn and growth up at the bank
Timeline
Client Service Specialist
Banesco USA
12.2022 - Current
Personal Banking Associate
Wells Fargo & Company
02.2012 - 12.2022
Crew Team Member
Don Pan Bakery
01.2011 - 02.2012
Immigration Forms Preparer
Immigration Learning A2Z
Bachelor of Science -
Instituto Jose Ramon Arevalo
Immigration Forms Preparer
Immigration Institute
Life And Health License (215)
Xcel Solutions
Personal And Business Tax Preparer -
Taxes University
Associates Degree In Economy -
Andres Lujan
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