Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Sonia Grajeda

Tucson

Summary

Talented Banker with proven track record of providing financial services to clients while managing complex loan transactions. Possesses deep understanding of credit analysis, loan origination and closing. Offers great time management and task prioritization skills.

Highly skilled in loan processing and financial document management within high-paced mortgage environment, seeking to transition into new field. Developed exceptional analytical abilities and meticulous attention to detail in managing complex transactions. Aiming to leverage these transferrable skills to drive success in new and dynamic role.

Overview

22
22
years of professional experience

Work History

Mortgage Closer

Discover Home Loans
02.2023 - 05.2024
  • Maintained a high level of accuracy and professionalism while managing a large caseload of loans, consistently meeting or exceeding performance targets.
  • Expedited loan approval times through diligent tracking of underwriting conditions and proactive communication with all parties involved.
  • Improved loan closing efficiency by streamlining document preparation and verification processes.
  • Maintained compliance with federal and state regulations, ensuring each mortgage transaction adhered to established guidelines.
  • Reduced errors in loan documentation by implementing thorough quality control measures.
  • Resolved issues efficiently during the pre-closing stage, minimizing delays and keeping transactions on schedule.
  • Delivered positive customer experiences and successful deal closures through open, constructive communications.
  • Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
  • Developed and maintained relationships with customers, lenders and other third parties.
  • Assisted customers with completing loan applications and other paperwork.
  • Monitored pipelines to track and log status of loans.
  • Explained very technical financial information to applicants in easy to understand language.

Account Manager

Discover
09.2022 - 02.2023
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
  • Received inbound customer calls related to credit and accounts receivable.
  • Identified opportunities for upselling or cross-selling additional products based on customer needs analysis during calls.
  • Enabled smooth transitions for customers switching between different credit card options by guiding them through the process stepbystep.
  • Supported customers with invoices, statements and other basic questions.
  • Assisted with reconciliations and customer communications.
  • Worked with customers to answer questions, resolve disputes and research discrepancies.
  • Processed recurring automated payments and credit card payments.
  • Maintained up-to-date knowledge of credit card products, services, and policies to provide accurate information to customers.
  • Consistently met or exceeded performance metrics for call quality, resolution time, and customer satisfaction ratings.
  • Educated customers on credit card benefits, driving increased utilization of rewards programs and value-added services.
  • Contributed to fraud prevention efforts by diligently monitoring accounts for suspicious activity and promptly taking appropriate actions when necessary.
  • Managed sensitive customer data with utmost discretion, ensuring compliance with privacy regulations and maintaining trust between clients and the organization.
  • Expedited dispute resolutions for customers by thoroughly investigating claims and providing timely updates on case progress.
  • Built strong relationships with customers to increase retention and loyalty.

Pima Federal Credit Union

Member Service Representative III
02.2014 - 05.2021
  • Prevented potential fraud incidents by meticulously reviewing transactions for suspicious activity and following established protocols.
  • Supported branch leadership in achieving performance targets by actively contributing to sales strategies and member engagement efforts.
  • Assisted in increasing credit union membership by promoting products and services to potential members during interactions.
  • Supported branch operations by maintaining an organized work area and adhering to all security procedures.
  • Managed high volumes of transactions daily while ensuring accuracy, timeliness, and adherence to credit union policies.
  • Contributed to a positive team atmosphere by collaborating with colleagues on various tasks and projects.
  • Reduced teller errors by consistently balancing cash drawer at the end of each shift.
  • Maintained compliance with federal regulations, ensuring accurate reporting of currency transactions as needed.
  • Exceeded sales goals for new accounts, loans, and other financial products through effective cross-selling techniques.
  • Expanded product knowledge continually through participation in training sessions and industry conferences, enhancing overall service quality provided to members.
  • Enhanced member satisfaction by providing efficient and accurate transaction processing.
  • Streamlined account opening process by accurately completing documentation and verifying required information.
  • Promoted digital banking solutions to members, driving increased adoption of online platforms for managing their finances.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Maintained friendly and professional customer interactions.
  • Assisted customers with banking needs and inquiries.
  • Executed wire transfers, stop payments and account transfers.
  • Handled various accounting transactions.
  • Cross-sold credit cards, loans and other bank products.
  • Monitored and verified suspicious activity on customer accounts.
  • Trained new hires on customer service policies and procedures.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Processed applications for new accounts.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Calculated fees due, interest and change for customer transactions.
  • Negotiated favorable loan terms for clients, balancing their needs with the bank''s risk appetite.
  • Conducted comprehensive analyses of client profiles, identifying suitable auto loan products and terms.
  • Provided expert advice on credit policies and procedures to colleagues, enhancing their decision-making capabilities.
  • Developed sales strategies targeting specific market segments for maximum auto loan penetration.

Personal Banker

Wells Fargo Bank, N.A.
05.2002 - 01.2014
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Improved customer satisfaction by providing personalized banking solutions and exceptional service.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Cross-sold bank products and services to meet customer needs and provide options.
  • Boosted sales of bank products through effective cross-selling and up-selling techniques.
  • Enhanced client retention with proactive follow-ups and timely resolution of account issues.
  • Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
  • Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
  • Worked closely with management to strategize sales techniques to increase branch production and customer service.
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
  • Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
  • Processed deposits, withdrawals and ACH transfers accurately.
  • Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
  • Monitored customer accounts to detect irregularities or suspicious activity.
  • Streamlined daily operations, ensuring accurate transaction processing and efficient customer service delivery.
  • Conducted regular audits of cash handling procedures, minimizing risk exposure for the branch.
  • Followed up with customers to gather feedback and provide additional assistance.
  • Delivered personalized banking solutions to high-net-worth clients, solidifying trust and satisfaction.
  • Resolved client disputes with empathy and efficiency, restoring confidence in banking services.
  • Negotiated favorable terms for clients in loan restructuring, providing financial relief.
  • Identified opportunities for business growth by analyzing client feedback and market trends.
  • Achieved recognition for outstanding customer service, setting benchmark for colleagues.
  • Enhanced digital banking adoption among clients with targeted education initiatives.
  • Trained new personal bankers, elevating team performance and service quality.

Education

Pima Community College
Tucson, AZ

Skills

  • Closing disclosure
  • Risk assessment
  • Document preparation
  • Deadline adherence
  • Regulatory compliance
  • Funding coordination
  • Data collection
  • File management
  • Cross-selling
  • Loan closing documentation
  • Teamwork
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Leadership skills
  • Multitasking
  • Reliability
  • Excellent communication
  • Customer service-focused
  • Loan servicing
  • Cash handling
  • Decision-making
  • Client relationship building
  • Microsoft office
  • Loan processing coordination
  • Complaint handling
  • Professionalism
  • Loan file maintenance

Languages

Spanish
Native or Bilingual

Timeline

Mortgage Closer

Discover Home Loans
02.2023 - 05.2024

Account Manager

Discover
09.2022 - 02.2023

Pima Federal Credit Union

Member Service Representative III
02.2014 - 05.2021

Personal Banker

Wells Fargo Bank, N.A.
05.2002 - 01.2014

Pima Community College

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Sonia Grajeda