Experience

Security Service Federal Credit Union

• United States
• Financial Services
• 700 & Above Employee

• Branch Manager

  • Apr 2020 - Present

  San Antonio, Texas, United States

• Assistant Branch Manager

  • Feb 2019 - Apr 2020

  San Antonio, Texas Responsible for the administration and efficient daily operation of a branch, including operations, product sales, member service, security and safety in accordance with the SSFCU's strategic objectives. Provides leadership in partnership with the Branch Manager and other management team members, training and supervision for Branch. Responsible for meeting established Branch goals according to the Strategic Plan. Develops new business and deepens member relationships, provides a superior level… Show more Responsible for the administration and efficient daily operation of a branch, including operations, product sales, member service, security and safety in accordance with the SSFCU's strategic objectives. Provides leadership in partnership with the Branch Manager and other management team members, training and supervision for Branch. Responsible for meeting established Branch goals according to the Strategic Plan. Develops new business and deepens member relationships, provides a superior level of member service, and promotes the service culture through coaching, guidance and staff motivation.

• Lead Member Relationship Officer

  • Dec 2018 - Feb 2019

  San Antonio, TX, United States Assists Branch Management in the day-to-day operation of the branch. Supports Security Service Federal Credit Union in becoming “America’s Best” by providing superior service, educating the member on how to reach their financial goals and supporting a team environment at the branch. Promotes and sells new member accounts while ensuring members and potential members receive appropriate products and services to meet their needs. Provides solutions to member inquiries at point of contact and takes… Show more Assists Branch Management in the day-to-day operation of the branch. Supports Security Service Federal Credit Union in becoming “America’s Best” by providing superior service, educating the member on how to reach their financial goals and supporting a team environment at the branch. Promotes and sells new member accounts while ensuring members and potential members receive appropriate products and services to meet their needs. Provides solutions to member inquiries at point of contact and takes ownership in the overall operation of the branch. Coaches and guides branch employees.

• Sr. Member Relationship Officer

  • Sep 2017 - Dec 2018

  San Antonio, Texas Area Supports and leads SSFCU's sales efforts by meeting all established goals, possessing thorough knowledge of SSFCU products and services, proactively identifying, creating and closing cross-sell and up-sell opportunities and educating members on self-service options to expand member relationships. Assists internal/external members in an enthusiastic, courteous and professional manner by providing and coaching on offering solutions, effectively resolving issues, following up with members… Show more Supports and leads SSFCU's sales efforts by meeting all established goals, possessing thorough knowledge of SSFCU products and services, proactively identifying, creating and closing cross-sell and up-sell opportunities and educating members on self-service options to expand member relationships. Assists internal/external members in an enthusiastic, courteous and professional manner by providing and coaching on offering solutions, effectively resolving issues, following up with members to create a positive member and employee experience. Processes member requests in a proficient, timely and accurate manner. Compliments and adds value to the management team by providing suggestions for improvement of branch operations and performing leadership functions. Shares knowledge and expertise with co-workers by providing support and guidance. Ensures SSFCU procedures and policies are followed by proficiently performing and coaching on all cross-functional responsibilities to include auditing. Responsible for performing all functions within the branch, to include member service, teller and vault operations. Responsbile for auditing branch documenation, and independently ensures all vault functions are completed, including opening and closing procedures according to SSFCU procedures.



Global Credit Union

• United States
• Financial Services
• 300 - 400 Employee

• Branch Manager

  • Sep 2014 - Jun 2017

  Vicenza Area, Italy Worked to create a collaborative team environment with the purpose of growing dreams, members and the community while demonstrating “Core Values”. Ensured that the Global Credit Union policy and products were understood by all Member Services Representatives and communicated to staff procedural changes and polices that affected and improved branch efficiency. Was responsible for the quality of member service performed by staff members. Operated and maintained coordination of the… Show more Worked to create a collaborative team environment with the purpose of growing dreams, members and the community while demonstrating “Core Values”. Ensured that the Global Credit Union policy and products were understood by all Member Services Representatives and communicated to staff procedural changes and polices that affected and improved branch efficiency. Was responsible for the quality of member service performed by staff members. Operated and maintained coordination of the Automated Teller Machines (ATM). This activity included coordinating maintenance actions, transfer/loading, accountability of funds and transaction reporting. Assisted members in resolving account difficulties and provided financial counseling as required. Aggressively promoted the Credit Union and its services to the community. Initiated staffing actions to include recruitment, interviewing and recommending for hiring of prospective employees. Developed and implemented employee training programs to ensure that staff members were fully aware of their areas of responsibility and Credit Union policies. Evaluated and counseled employees on performance and recommended changes as required. Ensured the protection of assigned funds and resources to include the maintaining and accountability of petty cash fund. Was responsible for all fund transfers and the accuracy of transactions to include daily balancing by all staff members.

• Branch Operations Supervisor

  • Jul 2014 - Sep 2014

  Vicenza, Italy Assisted in the daily operation of the branch. Assumed full responsibility for the operation of the branch during absence of the Branch Manager. Supported operations of the branch to include scheduling staff, training, answering questions on products and services, policies and procedures, and ensured branch compliance with company policy and regulatory procedures. Ensured that Global Credit Union policy and products were understood by all Member Services Representatives and promoted… Show more Assisted in the daily operation of the branch. Assumed full responsibility for the operation of the branch during absence of the Branch Manager. Supported operations of the branch to include scheduling staff, training, answering questions on products and services, policies and procedures, and ensured branch compliance with company policy and regulatory procedures. Ensured that Global Credit Union policy and products were understood by all Member Services Representatives and promoted pro-active cross-selling and sales culture in the branch. Managed the operation and maintenance coordination of the Automated Teller Machine (ATM) at the branch. Engaged in coordinating maintenance actions, transfer/loading, accountability of funds and transaction reporting. Assisted members and staff in answering questions on products, services, policies, procedures, rules, regulations and solved account difficulties. Assisted the Branch Manager with the branch security at all levels to include open/close of the facility and vault. Functioned as a Member Services Representative, filling in as needed. Evaluated and counseled employees on performance and recommended changes as required.



Chase

• United States
• Financial Services
• 700 & Above Employee

• Customer Assistance Specialist

  • Jul 2011 - May 2014

  Fayetteville, North Carolina Area Conducted face to face meetings with customers in default or at high risk for delinquency; evaluated their financial ability, intent, willingness, reason/risk for default, and applied the appropriate retention or liquidation solutions. Provided training on updates to policies and procedures to ensure compliance by all staff. Assisted with in-person and call escalations in manager’s absence to ensure proper de-escalation. Attended management weekly meetings with AVP’s and VP, to… Show more Conducted face to face meetings with customers in default or at high risk for delinquency; evaluated their financial ability, intent, willingness, reason/risk for default, and applied the appropriate retention or liquidation solutions. Provided training on updates to policies and procedures to ensure compliance by all staff. Assisted with in-person and call escalations in manager’s absence to ensure proper de-escalation. Attended management weekly meetings with AVP’s and VP, to discuss objectives, staff performance and strategies to improve current standings in Manager's absence. Distributed and delegated weekly reports to staff; assisted in making corrections and recommended avenues to mitigate future inaccuracies. Met with non-profit agencies, loan officers, bank personnel and other referring agencies to identify potential customers in need of advisory services. Made outbound calls to potential customers who needed advisory services. Recommended and initiated loss mitigation workouts that were appropriate to the situation according to the Net Present Value (NPV) or Profit and Loss (P&L) results that were within internal guidelines and policies. Negotiated and formalized repayment arrangements with customers when appropriate. Coordinated and facilitated loss mitigation efforts with associated departments, foreclosure counsel, investors, agencies, master servicing, default and real estate vendors and mortgage insurance companies. Ensured the execution of modifications/repayment documents. Initiated and monitored research on accounts as required. Show less



Consumer Credit Counseling Service of Fayetteville North Carolina

• Financial & Housing Counselor

  • Jul 2009 - Jul 2011

  Provided financial counseling and housing advice to individuals in debt. Provided foreclosure prevention, mortgage default and bankruptcy counseling. Conferred with clients to identify financial goals and ascertain income availability to meet credit obligations and maintain homeownership. Established payment priorities to assist clients with overcoming financial indebtedness and determine workout options to resolve delinquency. Established payment plans through Debt Management… Show more Provided financial counseling and housing advice to individuals in debt. Provided foreclosure prevention, mortgage default and bankruptcy counseling. Conferred with clients to identify financial goals and ascertain income availability to meet credit obligations and maintain homeownership. Established payment priorities to assist clients with overcoming financial indebtedness and determine workout options to resolve delinquency. Established payment plans through Debt Management Plans or via Self- Administration to pay off debt. Assisted clients in contacting lenders to reinstate delinquent accounts through loan modifications, repayment plans or liquidation such as short sales. Developed and revised personal action plans of clients. Provided follow-up and case management to clients, creditors and lenders. Show less



Bank of America

• United States
• Banking
• 700 & Above Employee

• Senior Collector II

  • Mar 2008 - May 2009

  Engaged in loss mitigation and recovery activities. Negotiated payment arrangements to cure delinquent accounts.