Jennifer Detrés Flores
Cabo Rojo
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Bank Consultant
Banco Popular
Cabo Rojo, Puerto Rico
12.2017 - Current
- Identified opportunities to improve customer service quality.
- Assisted customers with opening new bank accounts.
- Assessed customers' financial needs and recommended appropriate solutions.
- Collaborated with other departments in order to resolve customer disputes.
- Assisted customers with online banking setup and troubleshooting issues.
- Reviewed loan applications for accuracy and completeness before submitting them for approval.
- Responded to customer inquiries and resolved account issues.
- Addressed and resolved customer complaints, leading to a marked improvement in customer satisfaction scores.
- Opened new checking, savings and lines of credit for customer accounts.
- Oversaw the processing of loan applications, from initial review to final approval and disbursement.
- Fostered relationships with new and existing customers to expand the bank's client base.
- Provided account information and answered customer inquiries in a timely manner.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Processed wire transfers in accordance with established policies and procedures.
- Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
- Checked customers' identification when necessary in compliance with anti-money laundering regulations.
- Conducted research into customer questions or problems using available resources.
- Processed loan applications and verified documentation for accuracy.
- Resolved customer complaints or escalated them to the appropriate personnel as needed.
- Explained banking procedures and regulations to customers accurately.
- Informed customers about new products or services available through the bank.
- Cross-sold bank products such as credit cards, loans, and insurance policies.
- Provided excellent customer service by responding promptly to requests or inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Processed various types of transactions including wire transfers and foreign currency exchanges for clients.
- Maintained current knowledge of bank products and services offered at branch location.
- Provided customer service to bank customers, addressing questions and concerns in a professional manner.
- Responded to customer inquiries via phone, email, and in-person transactions.
- Ensured compliance with all applicable federal regulations regarding banking operations.
- Identified opportunities to cross-sell additional products or services based on customer needs.
- Verified customer identification information with the applicable documents according to bank policies.
- Provided assistance with opening new accounts such as savings or checking accounts.
- Assisted customers with online banking services including account set up and password resets.
- Managed ATM machines ensuring that they were stocked with sufficient amounts of cash.
- Initiated stop payments on checks when required by customers.
- Researched customer accounts as requested by customers or management staff.
- Assisted customers with safe deposit boxes providing access when appropriate.
- Opened customer accounts by recording account information into job-related software.
- Assisted customers in person and via telephone to reorder checks and provide bank statements and account balances.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Resolved problems or discrepancies concerning customers' accounts.
- Performed special services for customers, ordering bank cards and checks.
Bank Host / Senior Bank Representative
Banco Popular
Mayaguez, PR
06.2014 - 12.2017
- Contributed to team efforts by accomplishing related tasks as needed.
- Managed incoming calls during busy shifts.
- Verified identity documents presented by customers before approving any transactions.
- Updated customer information into the database after verifying its accuracy.
- Issued debit cards and checks to customers upon request.
- Provided customer service by responding to emails and phone calls in a timely manner.
- Promoted and sold banking products and financial services.
- Assisted customers by phone and in person by answering banking questions and recommending solutions.
Bank Representative
Banco Popular
San Germán, PR
11.2006 - 06.2014
- Verified customers' identification to ensure compliance with laws and regulations.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Maintained confidentiality of all customer records and information according to company policies.
- Provided exceptional customer service while accurately processing routine transactions.
Education
BBA - Economics
University of Puerto Rico
Mayaguez 06-2006
Skills
- Client Confidentiality
- Transaction Processing
- Strong Numeracy Skills
- Banking Software Familiarity
- Customer Service
- Sales expertise
- Calm and Professional Under Pressure
- Problem-solving aptitude
- Multitasking
- Excellent Communication
- Problem Resolution
- Professionalism
- Computer Skills
- Product and service knowledge
Languages
Spanish
First Language
References
References available upon request.
Timeline
Bank Consultant
Banco Popular
12.2017 - Current
Bank Host / Senior Bank Representative
Banco Popular
06.2014 - 12.2017
Bank Representative
Banco Popular
11.2006 - 06.2014
BBA - Economics
University of Puerto Rico
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