Laura Porras
Indianapolis
Summary
Results-driven professional with extensive experience in client account management and banking. Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about banking practices and documentation requirements with the ability to meet metrics in a high standard and excellent quality, meeting all guidelines.
Overview
16
16
years of professional experience
Work History
Account Specialist II
JP Morgan Chase Bank
02.2023 - Current
- Completed routine and complex account updates to resolve problems.
- Process and review check items and pay or return items based on process of queue work.
- Communicate with bankers via email to confirm legitimate check items for prevention of fraud.
- Adhered to standards of quality and service as well as compliance requirements.
- Build strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Observed financial transaction laws and regulations for full accounts compliance.
- Recorded accurate and efficient records in customer database.
- Contributed to team objectives in fast-paced environment.
Credit Ops Sr. Lending Specialist III, Customer Escalations – Acct Supervisor
JP Morgan Chase Bank
01.2019 - Current
- Resolving escalated customer inquiries with excellent service
- Worked with various lines of business, bankers etc.
- Strong analytical skills, high ability to multitask
- Ability to work independent in a highly structured environment
- Track and assign manager call backs using C.A.R.E.
- Processed and reviewed credit applications with lending authority of 200K
- Analyzed and respond to customer complaints via Kana, lending and PRR escalations
- Assisted with training ADP for Kana processing and helped with training with other processes within lending services
- Met and maintained all metrics with high performance
Credit Ops Sr. Lending Specialist II
JP Morgan Chase Bank
01.2016 - 01.2019
- Judgmentally reviewed and processed credit card applications for consumer and business credit card in accordance to fair lending act
- Assisted with side by side coaching to help improve my peers stats
- Strong ability to multitask and meet all performance metrics
- Provided efficient, courteous and quality service
- Handled high volume of inbound calls in professional manner and superior servicing skills
Mortgage Loan Closer
Quicken Loans
01.2014 - 01.2015
- Revolving customer inquiries
- Provided exceptional customer service
- Strong analytical skills, high ability to multitask
- Ability to work independent in a highly structured environment
- High attention to detail with making sure closing done within timely manner while meeting all metrics and performance goals
Customer Service Representative
Synergy Solutions/Shutterfly
01.2013 - 01.2014
- Resolving customer inquiries
- Provided exceptional customer service
- Strong analytical skills, high ability to multitask
- Ability to work independent in a highly structured environment
- Assisted customers on how to navigate website and creating products. Advising how to order on website and using promotions
Mortgage Sales Associate
Bank of America
01.2009 - 01.2012
- Assisted customers with refinance options
- Strong ability to multi task and strong analytical skills
- Gathered and filtered information to determine options for customers for refinancing with different programs
- Received a circle of stars rewards for being among top three representatives in whole department for meeting the quality guidelines and all metrics
Education
General Studies - Gender Studies
Crafton Hills College
Yucaipa, CA01.2004
High School - General Studies
San Gorgonio High School
San Bernardino, CA01.2003
Skills
- Account administration
- Customer relationship development
- Document management
- Microsoft office proficiency
- Customer engagement
- Account updating
- Documentation skill
- Research proficiency
- Due diligence
- Account servicing
Timeline
Account Specialist II
JP Morgan Chase Bank
02.2023 - Current
Credit Ops Sr. Lending Specialist III, Customer Escalations – Acct Supervisor
JP Morgan Chase Bank
01.2019 - Current
Credit Ops Sr. Lending Specialist II
JP Morgan Chase Bank
01.2016 - 01.2019
Mortgage Loan Closer
Quicken Loans
01.2014 - 01.2015
Customer Service Representative
Synergy Solutions/Shutterfly
01.2013 - 01.2014
Mortgage Sales Associate
Bank of America
01.2009 - 01.2012
General Studies - Gender Studies
Crafton Hills College
High School - General Studies
San Gorgonio High School
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