Experience

UNCLE Credit Union

• United States
• Financial Services
• 1 - 100 Employee

• Operations Specialist

  • Mar 2020 - Present

  • • Responsible for the promotion and delivery of quality internal and external customer service • Processed and performed maintenance on ACH transactions, wire transfers (inbound/Outbound) • Investigated and maintained records relating to forgeries, levies, and garnishments. • Performed back-office functions related to dispute resolution. • Responsible for returned deposit checks, stop payments, automatic transfers, along with other deposit functions. • Performed verification of deposit, check order auditing, and review internal account opening documents.



Fremont Bank

• United States
• Banking
• 700 & Above Employee

• Account Services Manager

  • Jan 2017 - Oct 2019

  - Oversee department duties to include (but not limited to) Check Fraud Prevention, Loss Prevention, Suspect Kiting, Return Deposit Items, Exception and Non Post Items, Fee Refunds, Cash Vault, Escheat, New Accounts Documentation review and any additional branch centralization initiatives - Update, maintain, develop and implement departmental procedures; ensure that procedures are up to date and all processes are aligned with procedures - Cross train, develop and coach department associates - Conduct annual and semiannual associates’ reviews, monitor and provide feedback on annual goals progress



Kaiser Permanente

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Senior Case Manager

  • Nov 2015 - Dec 2016

  • Participated in handling the grievances, appeals/ denials process. • Investigated all issues, including collection of appropriate data, preparation and presentation of documents to decision makers. • Collaborated with internal staff, other departments, managers and physicians to seek resolution on issues and cases. • Mentored others in preparation for positions of increased responsibility. • Participated in departmental meetings, trainings and audits as requested. Answer questions and manages members on existing / open cases. • Prioritized work and ensured all compliance elements are met. • Use sound judgment and to handle complex issues independently, but with the knowledge and ability to escalate and ask for help when needed.



Union Bank

• United States
• Banking
• 700 & Above Employee

• Branch Service Manager

  • Jun 2012 - Jun 2015

  • Trained and supported risk mitigation activities. • Effectively resolve problems, exceptions, and account adjustments. • Approve or disapprove transactions within assigned authority limits • Led, and coached branch employees to deliver a consistent positive customer experience. • Acted as liaison with other support areas of the Bank to resolve customer issues. • Assisted in creating and managing strong sales, service and operations culture, fostering an environment in which all branch employees excel and achieve scorecard goals. • Provided cross-training opportunities and direction for the career growth and development of employees. • Partnered with Branch Manager in the hiring and performance management of staff. • Coached tellers to effectively identify quality referral opportunities and refer appropriately. • Manage customer retention program and conduct retention calls and visits regularly. • Represent the Bank by participating in local community activities. • Assumed overall responsibility for the branch in the absence of the Branch Manager. Perform miscellaneous duties as assigned.



Citi

• United States
• Financial Services
• 700 & Above Employee

• Financial Center Operations Manager

  • Mar 2003 - Jun 2012

  • I was chosen to be the Assistant Branch Manager for the new Fremont Warm Springs branch based on my long experience and outstanding performance record.• Manage the branch operations’ staff and staff scheduling• Assisted the branch manager with the branch daily sales activities and acted as back up in the absence of the Branch Manager • Delegate tasks to tellers on daily basis • Effectively identify and respond to client’s needs and requests• Provide training to new and existing Assistant Branch Managers • Process clients’ transactions, and maintain corresponding records in an organized way and timely manner• Add Value to client interactions by delivering on the Citibank Experience• Assist my Associates in following fraud prevention and security procedures• Train my Associates in maximizing referral opportunities and new accounts• Support the quality initiative by reducing transactions’ defects and cycle time• Achieve highest scores on the yearly audits of my branch

• Financial Associate/ Customer Service Representative

  • Jul 2000 - Mar 2003

  • Processed clients’ transactions including deposits, withdrawals, transfers and loan payments • Cross-sold banking products and services while handling their transactions• Suggested new products and services of the bank to existing clients• Followed the bank’s policy and procedures on security and currency transaction reporting



Bank of the West

• United States
• Banking
• 700 & Above Employee

• Financial Associate

  • Dec 1999 - Jul 2000

  • Establish new client relationships to achieve sales goals • Retain and deepen existing client relationships by providing quality customer service • Opened deposit accounts and processed loan applications • Responded to clients’ inquiries, resolved issues, recognized and referred cross-selling opportunities • Actively participated in all sales promotions • Establish new client relationships to achieve sales goals • Retain and deepen existing client relationships by providing quality customer service • Opened deposit accounts and processed loan applications • Responded to clients’ inquiries, resolved issues, recognized and referred cross-selling opportunities • Actively participated in all sales promotions