Zolmary Sarmiento
Weston,FL
Summary
Diligent and resourceful financial professional skilled in client relations and loan product recommendations. Highly responsive to delivery of services and focused on customer relationship building. Achieves compliance with company policies and regulations in carrying out job functions. Organized Loan Officer Assistant bringing exceptional administrative and problem-solving skills focused on efficiently fulfilling loan requirements. Knowledgeable about checklists and disclosures, business correspondence and recordkeeping. Skilled at keeping all paperwork orderly and properly transferred. Manages high-volume loan paperwork in dynamic environments with high production, approval and customer relations targets. Expertise includes reviewing and validating personal, employment and financial histories for each applicant. Self-motivated and reliable with excellent teamwork, problem-solving and organizational skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Consumer Support Specialist
PNC Bank, NA
01.2023 - Current
- Enhanced customer satisfaction by promptly addressing and resolving consumer inquiries and concerns.
- Streamlined support processes for increased efficiency in handling customer requests and complaints.
- Boosted customer retention rates with empathetic communication and effective problem-solving skills.
- Collaborated with cross-functional teams to ensure timely resolution of consumer issues, improving overall service quality.
- Managed high-volume inbound calls, maintaining professionalism and composure under pressure for exceptional customer support.
- Participated in ongoing training opportunities to stay current on industry trends and best practices for consumer support.
- Reduced response times by efficiently prioritizing incoming emails, chats, and phone calls from customers seeking help or information.
- Improved first-contact resolution rates by effectively utilizing available resources during support interactions.
Loan Officer Assistant
PNC Bank
01.2021 - 01.2023
- Documented borrower's information in loan processing system and resolved any discrepancies.
- Cultivated productive relationships with clients, realtors and title/escrow officers to increase profits and expand customer base.
- Prepared professional business correspondence on behalf of loan officer to obtain information and facilitate processing steps.
- Conferred with applicants and creditors to obtain information and resolve paperwork discrepancies.
- Liaised with clients to guide through loan closing process and skillfully handle any concerns.
- Scheduled meetings and appointments and maintained well-organized master calendar.
- Coordinated with realtors and title companies to identify discrepancies and update different teams on processing progress.
- Assessed loan compliance to meet mortgage lending laws and regulations.
- Communicated with customers daily to request information and complete paperwork.
- Assisted with timely loan closing and funding activities with efficient management of task checklists.
- Monitored key dates to obtain information by deadlines.
- Maintained referral pipeline by reaching out regularly to real estate agents, referral partners and past clients.
- Set up files using loan officer checklist and submitted on-time to loan processor for processing.
- Reviewed and validated details of loan applications and closing documentation.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Produced and submitted completed loan packages to title and escrow professionals.
- Set up files using loan officer checklist and submitted on-time to underwriting for processing.
Branch Banker
PNC Bank
01.2019 - 01.2021
- Helped customers prepare documents required to complete transactions and process requests.
- Investigated and resolved account issues by offering applicable options to customers.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Identified customer desires and goals through needs-based sales tactics.
- Supported tellers by processing transactions involving money orders, cashiers checks and payments.
- Collected cash and checks for deposit or processed withdrawals by examining checks for endorsements, verifying amounts, inputting into computer systems and printing receipts.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Increased new bank relationships within local community through execution of quarterly promotions.
Assistant Manager
Bank Of America
06.2016 - 12.2018
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Monitored security and handled incidents calmly.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Increased sales revenues by promoting complementary products and educating customers about store promotions.
- Achieved recognition for contribution to store success by optimizing sales.
- Increased sales by driving operational efficiencies and building excellent customer rapport.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
Relationship Manager
Bank Of America
03.2014 - 06.2016
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Generated new business and referral clients in partnership with financial advisors and branch team.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Planned portfolio solutions after carefully analyzing clients' financial health and future requirements.
- Supported end-to-end credit management process, submitted complete loan documentation and supported credit originations for credit compliance.
- Operated in self-directed environment with minimal input to solve problems and implement resolutions.
- Educated clients on available technological tools, enabling development and implementation of solutions to achieve personal financial goals.
- Worked with clients to address and respond to client and partnership management issues.
Relationship Banker
Bank Of America
01.2012 - 03.2014
- Worked with clients to address and respond to client and partnership management issues.
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Presented new and additional products and services to existing customers.
- Answered customer questions and explained available services such as deposit accounts, bonds and securities.
- Approached prospective clients through cold calling and emails to meet sales targets.
- Interviewed customers to obtain information needed for opening accounts or renting safe-deposit boxes.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Education
Bachelor - Mechanical Engineering
La Universidad Del Zulia
04.2006
Skills
- Customer Satisfaction
- Insurance Forms
- Closing Documentation
- Digital Applications
- Credit Applications
- Credit Verification
- Loan Application Preparation
- Loan Paperwork
- Desktop Underwriter
- Customer Communication
- Loan Evaluations
- Product Knowledge
- Reviewing Credit Information
- Principal, Interest and Payment Calculation
- Deposit and Payment Collection
- Financial Information Monitoring
- Regulatory Compliance Documentation
- Mortgage Closing Scheduling
Certification
Technical skills: Microsoft Office (word/Excell/Power Point)
Florida Public Notary.
Bank of America Business Advocate
Languages
Spanish
Native or Bilingual
Timeline
Consumer Support Specialist
PNC Bank, NA
01.2023 - Current
Loan Officer Assistant
PNC Bank
01.2021 - 01.2023
Branch Banker
PNC Bank
01.2019 - 01.2021
Assistant Manager
Bank Of America
06.2016 - 12.2018
Relationship Manager
Bank Of America
03.2014 - 06.2016
Relationship Banker
Bank Of America
01.2012 - 03.2014
Bachelor - Mechanical Engineering
La Universidad Del Zulia