Looking for a job

Maria Nica Valenzuela

@marianicavalenzuela

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I streamline executive, banking, mortgage, and client operations in remote teams.

Philippines

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What I'm looking for

I'm looking for a remote role where I can support executives or operations teams, improve workflows, maintain high-quality client service, and continue growing in administrative, client success, or quality-focused work.

I've supported banking, mortgage, and client operations across BMO Genpact, JVM Lending, and Citibank, helping teams deliver accurate, compliant, and responsive service in remote environments.

At BMO Genpact, I progressed from Account Specialist to Subject Matter Expert and Quality Analyst. I audited customer interactions, identified performance trends, coached agents, prepared quality reports, and supported onboarding and daily workflow management.

At JVM Lending, I managed administrative support for mortgage loan processing by reviewing loan files, coordinating with borrowers and vendors, tracking loan progress, and maintaining accurate client records and follow-ups.

I've also investigated fraud and dispute claims for U.S. banking customers at Citibank, balancing financial-risk controls with empathetic escalation support. I bring experience in executive and administrative support, quality assurance, training, data management, and client communication.

Experience

Work history, roles, and key accomplishments

Quality Analyst

Bank of Montreal (BMO) Genpact LLC

Mar 2024 - Jun 2026 (2 years 3 months)

Evaluated customer interactions for compliance and quality, conducted audits, identified performance trends, and assisted in onboarding and training new employees.

Quality Assurance Audit Compliance Coaching Training Reporting Workflow Management

Subject Matter Expert

Bank of Montreal (BMO) Genpact LLC

Mar 2023 - Mar 2024 (1 year)

Served as primary resource for process-related questions and escalations, delivered real-time coaching, and assisted team leaders in maintaining operational efficiency.

Process Improvement Escalation Management Coaching Team Leadership Operational Efficiency

General Virtual Assistant / Loan Processing Assistant

JVM Lending

Apr 2022 - Feb 2024 (1 year 10 months)

Managed administrative support for mortgage loan processing, reviewed loan files, coordinated with borrowers and vendors, and maintained accurate client records.

Loan Processing Mortgage Documentation Data Entry Email Management Database Management Client Communication

Account Specialist

Bank of Montreal (BMO) Genpact LLC

Sep 2022 - Mar 2023 (6 months)

Resolved complex customer concerns while meeting quality and compliance standards, and maintained accurate documentation of customer interactions.

Customer Service Compliance Documentation Problem Solving

Fraud & Disputes Specialist

Citibank

Mar 2021 - Mar 2022 (1 year)

Assisted U.S. banking customers via phone and email, investigated fraudulent transactions, and documented dispute claims in compliance with banking regulations.

Fraud Investigation Dispute Resolution Customer Support Banking Regulations Risk Mitigation

Service Crew

McDonald's

Mar 2019 - Feb 2021 (1 year 11 months)

Delivered excellent customer service in a high-volume environment, managed cash transactions accurately, and maintained food safety and cleanliness standards.

Customer Service Cash Handling Food Safety Teamwork Multitasking

Education

Degrees, certifications, and relevant coursework

Bataan Peninsula State University

Bachelor of Science, Architecture

2015 - 2021

Activities and societies: Top 9 Best Architectural Thesis Batch 2021

Bachelor of Science in Architecture from Bataan Peninsula State University, completed in 2021. Thesis ranked Top 9 Best Architectural Thesis for the Bataan Tourism and Cultural Complex.