Diego Nunez Email and Phone Number

• Read and interpret legal orders to document requests or restrict and monitor accounts based on findings from cases or escalation requests• Negotiate deliverables and due dates required for Federal, State, Civil, and Criminal legal documents• Partners with banking centers, internal and external attorneys, customers, and Federal, State, and local agencies to document and maintain case files using internal tracking systems

• Managed de-escalation of live calls form credit card underwriters, demonstrating deep understanding of Consumer Card Underwriting regulations, policies, and procedures.• Developed a strong sense of ownership with responsibility to handle difficult conversations confidently & professionally.• Investigated and resolved senior-level executive escalations with a strong customer focused approach while partnering with different internal groups.• Drove results through leadership when a need was identified to move all Account Closure calls to the Escalation Unit based on risk assessed within the front line.• Regarded as a subject matter expert to assist peers de-escalate live phone calls & research complex credit escalations.• Achieved performance rank 5th out of 15 resolution managers, along with 98.72% Execution and 98.48% Experience quality scores for 2023 year-end review.

• Managed high-risk and complex credit applications with independent credit approval authority.• Applied lending philosophy in decisioning Credit Card and Consumer Lending application.• Responsible for optimizing relationship opportunities while maintaining focus on the customer experience and needs, ensuring they are at the forefront of every decision.• Audited for fraudulent activity, financial hardship, and general credit risk.• Ranked 9th out of 106 credit underwriters.• Recognized for having the Top Call for the month of June 2020.

• Researched complex escalated requests from the Consumer Financial Protection Bureau, Office of the Comptroller of the Currency, Better Business Bureau, and public officials.• Delivered timely and individualized resolutions to peacefully settle disputes using multiple systems and tools.• Drove dispute resolutions using effective problem-solving skills and engaging multiple line of business partners.• Managed 20+ individualized cases efficiently, providing exemplary customer service and support.• Delivered exemplary customer service by remaining poised in most stressful situations.• Received Officer title on year-end review based on outstanding performance and ability to make an immediate impact on pipeline volume.

• Handled client escalation calls transferred from Credit Analyst III's and developed the ability to resolve complex issues with a strong client focus• Worked under strict deadlines and responded to referrals from senior level leader executives regarding escalated underwriting complaints in which they’ve been directly emailed• Completed an email summary of action, resolution, and possible improvement opportunities in policy or procedures for executive’s review• Ranked #5 out of 20 associate for the year 2017• Ranked as the Top Performer for 1st Quarter 2017

• Provided underwriting for Global Wealth Management, Preferred clients and fellow associates in acquisition and existing credit card relationships with a lending authority of $125,000• Possessed the highest level of non-management credit approval authority• Made sound judgmental credit decisions efficiently while mitigating risk• Audited for fraudulent activity, financial hardship, and general credit risk• Acted as a liaison between private client advisors and wealth management representatives• Excelled in all line of business productivity and quality standards

• Trained newly hired employees and taught the Bank of America lending philosophy by explaining job responsibilities and overseeing task prioritization• Mentor employees to prepare for lending certification test, worked with thirty individuals which were broken up into groups of five to get appropriate training for the job functions• Recognized by management for having all employees pass certification test

• Provided underwriting for existing client's credit card relationships with lending authority up to $75,000.00• Utilized clear understanding of underwriting guidelines to keep judgmental decisions in line with government regulations and company requirements• Assisted teammates with sign off requirements or questions when manager coverage wasn't available• Recognized as a Top Performer for 2013 and chosen to be a credit trainer