Zusi Diaz
Lake Elsinore
Summary
Knowledgeable and dedicated member service professional with 13 years’ experience in retail finance industry. Self-starter with expert communications skills, positive demeanor and proven skills in resolving member concerns. Motivated to maintain member satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, empathetic, energetic and results-oriented with exemplary passion for delivering timely and superior handling of member requests.
Overview
13
13
years of professional experience
Work History
Member Service Representative V
Navy Federal Credit Union
02.2019 - Current
- To respond to inquiries and requests from members and other individuals within a 24/7 high volume, schedule-driven and structured contact center operation (CCO).
- Respond to assist line and/or escalated calls to resolve member concerns
- Serve as a mentor/trainer and provide guidance and assistance to team members.
- Perform account transactions, most complex/unusual relating to mortgage servicing
- Educate existing and potential members about mortgage information regarding products, services, policies and rates in an easy to understand manner
- Respond to inquiries about mortgage applications, processing status, problems and concerns
Sales and Service Advisor II
BBVA Compass
04.2017 - 02.2019
- Hybrid position between teller and personal banker.
- NMLS registered role which consisted of originating home equity loans and home equity lines of credit applications.
- Primarily responsible for selling bank products both inside and outside the branch.
- Maximized sales production by remaining sales oriented and by continuously building pipeline through making an average 20 warm lead calls on a daily basis. Along with cold calling and visiting local businesses to establish relationships thus leading to referrals.
- Worked alongside mortgage representatives to boost sales by enhancing product presentations and advertising collateral.
- Other duties include processing teller transactions during high traffic hours to ensure exceptional client experience.
Branch Manager
California Budget Finance
09.2011 - 11.2016
- Reviewed and edited loan agreements to ensure accuracy.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Motivated staff to exceed quotas on a regular basis. Assessed employee performance and developed improvement plans.
- Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, and Privacy Act.
- Maintained friendly and professional customer interactions. Ensured branch was in compliance with local, state, and federal policies and laws by conducting weekly and monthly branch audits.
Education
Ortega High School
Lake Elsinore2010
Skills
- Bilingual (Fluent Spanish)
- Strong verbal, written and listening communication skills
- Escalation Handling
- Problem Solving
- Adaptability
- Time Management
- Organized
- Goal-oriented
- Professional telephone demeanor
- Excellent complaint resolution
- Call center experience
- Issue and Complaint Resolution
Timeline
Member Service Representative V
Navy Federal Credit Union
02.2019 - Current
Sales and Service Advisor II
BBVA Compass
04.2017 - 02.2019
Branch Manager
California Budget Finance
09.2011 - 11.2016
Ortega High School
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