Nataly Bermejo

Nataly Bermejo Remote |- |-| linkedin.com/in/nataly-bermejo-0b71171b/ Customer Success Manager Risk Mitigation | Treasury Management | Process Improvement Summary of Qualifications Results-driven banking professional with a successful track record in devising and integrating comprehensive business solutions that drive efficiency, mitigate financial risks, and consistently deliver optimal outcomes for top, multifaceted organizations. Leverages a unique background in retail banking and commercial loan operations, while tackling complex problems Collaborative & trusted leader with expertise in fostering strategic relationships across all levels of an organization, including internal/external stakeholders and key business partners, mentoring teams on best practices, and prioritizing resources to achieve shared business goals while ensuring regulatory compliance. Critical thinker with a systematic mindset that renders detailed analysis and supports well-informed decision-making. Expert in investigating internal workflows, identifying gaps, and integrating tailored process improvement initiatives that improve performance and enable operational excellence. Professional Experience Capital One | Melville, NY | 2010 – Present Senior Operations Associate June 2022 – June 2024 Maintained, offboarded and onboarded clients with 40+ Treasury Management products & services across the Commercial Banking Segment Served as the customers’ advocate among internal stakeholders and collaborated cross-functionally across multiple business lines in analyzing and resolving any client issues and implementing client requests; educated partners on customer goals and offered feedback for improvement to ensure all short- and long-term outcomes were met Created, tracked, and troubleshot customer requests for the downstream Operational Partners; translated client requests into Operational Instructions (OIs) for other downstream Ops teams to use in their input and processing of ticket requests into various back-end systems Took the initiative in de-escalating, managing, and reviewing a backlog of 50+ cases within the Quality Control queue; successfully brought the queue down to only two cases within three days Coordinated with the Risk team to understand root causes, remediate issues, and proactively mitigate risks found within the internal processes to ensure projects were delivered on time and adhered to policies and quality standards Performed quality assurance reviews for the treasury management division and presented any potential roadmaps or impediments to the management team; reviewed Salesforce cases to certify all steps were followed for the request Devised and implemented standardized procedural documentation to streamline internal workflows, improve accuracy, and enhance operational efficiency; supported the development of process maps, RACIs, FMEAs, and other artifacts to aid process understanding and management Cross-trained and mentored the treasury management team on existing or new products and procedural knowledge to minimize risks and ensure quality assurance Client Service Associate June 2018 – June 2022 Portfolio Management - Owned client relationship and performed all front-line operational activities for two portfolios with 12+ commercial real estate clients, including three high-volume, complex clients; communicated directly with clients in handling all serving needs Prepared and submitted KYC requests Drove value and retention by diligently assessing client performance to reduce potential financial risks while ensuring adherence to all AML & CIP compliance and audit (internal & external)requirements; provided comprehensive reports to internal and external stakeholders, including clients, sales, service, operations, and product, that detailed portfolio status and any risk or issues Collaborated with key business partners in reviewing customer complaints/issues, identifying the root cause, and implementing sustainable, repeatable solutions to mitigate future repeat occurrences Researched and monitored portfolio revenue trends to ensure internal portfolio data accuracy and provided strategic recommendations to the client to optimize profitability Mentored and trained a new hire on processing different client requests and efficiently delegated portfolio tasks to maximize efficiency and productivity Recognized with the 2020 Annual Achieving Commercial Excellence Award for exceeding company expectations KYC Project Manager July 2017 – June 2018 Drove mission critical projects. Supported the delivery of various small- and large-scale projects that directly impacted the company by designing strategic project plans, defining key priorities, and partnering with several lines of business in eliminating and reducing risks by ensuring the “Know Your Customers” process was completed for all new clients Inherited a complex Account Exception Report with over 4K line items that identified accounts and loans opening without KYC completion; partnered with the DA team and Sr. management to deep dive into date and review the line items to identify false positives and automatically update the report formulas— reduced the total report line items to 67 for daily monitoring Cultivated strategic relationships with key stakeholders and clients to ensure the delivery of project commitments Reviewed internal processes, identified gaps, and integrated innovative solutions to streamline business processes; documented the innovative procedures and built process maps to drive efficiency Principal Loan Operations Coordinator February 2014 – July 2017 Acted as the Team Lead for the Commercial and Industrial Loan Servicing Team and reviewed and approved all team transactions, including payments, advances, rate changes, payoffs, payoff letters, amortization schedules, ACH auto-debit, fee waivers, risk ratings, and research to ensure all deadlines were met Investigated and evaluated escalated situations as a Subject Matter Expert (SME) and made strategic decisions that required exceptions to policy/procures as necessary to resolve complex customer issues while maintaining minimal risk exposure or loss of revenue to the Bank Facilitated training for new hires and system conversions and mentored teams on best practices Lead numerous new process and improvement projects while consistently following up with internal partners to ensure successful execution Communicated cash and position discrepancies with trustee banks to process trades. Validated new loan data and prepared documents for business elections. Reconciled transactions and performed data management of all supporting documentation and processes Areas of Expertise Industry Acumen: Commercial Loan Operations | Retail Banking & Financial Services | Risk Management | Quality Assurance | Due Diligence | Continuous Process Improvement | Root Cause Analysis | Development of Documentation & SOPs | Market Research & Forecasting | Data & Trend Analysis | Regulatory Compliance | Customer Service | Ad Hoc Reports Leadership: Treasury & Portfolio Management | Strategic Business Planning | Program & Project Management | Consulting | Client & Stakeholder Management | Relationship Building | People Management | Mentoring & Coaching Education Bachelor of Science in Business Administration | University of Maryland University College | Adelphi, MD