• Guides, plans, and executes solutions for customer accounts servicing over 55,000 members with company assets exceeding $2 billion throughout the U.S.• Corroborates with 12 geographically separated management and credit union centers in the sustainment of day-to-day operations which include records management, information systems, regulatory compliance, and account management.• Accomplishes 800+ monthly account management actions via automated systems comprising of opening accounts, issuing debit/credit cards, online banking access resets, stop payment requests, domestic wire transfers, bill pay and 200+ monthly transaction disputes.• Expertly secured fraudulent account seizures and associated fraudulent transactions ensuring prompt return of member’s finances.• Advise members on trust accounts, IRA’s, certificate of deposit products and other associated financial services to include budgeting, investment, estate, insurance, and tax planning to improve financial outcomes.• Exceeds federal compliance standards by consistently completing required training ahead of schedule which encompasses: Truth in Lending Act, Bank Secrecy Act, Military Lending Act and Office of Foreign Asset Control.• Consistently recognized as top 15% of remote bank representatives in daily volume of accounts managed directly contributing to the credit union meeting annual member satisfaction goal.

• Provided members with professional, efficient, and accurate support regarding accounts and financial security servicing Texas’ largest credit union with $16.86 billion in assets. • Liaised with newly implemented 100% virtual training team as part of new COVID protocols accomplishing all required courses providing coverage during local branch closures.• Assisted members with online technical support managing online portals. Opened/closed accounts, as well as, provided information on investment accounts.• Seamlessly transferred funds with minimal delay between financial institutions via Automatic Clearing House and domestic wires.• Researched fraudulent transactions, set up stop payments.• Processing loan applications and payments, setting up recurring or automated payments.• Scheduling appointments and transferring members to appropriate departments when required.

• Lead bank teller fulfilling dual role for both in-person and drive-thru customer service lines with minimal supervision while maintaining transactional accuracy.• Refined bank teller training program: ensured new tellers met all certification & regulatory requirements. • Received cash deliveries from parent bank services.• Entrusted as vault entry control point security member.• Streamlined business practices to reduce costs, increase efficiency and enhance member experience.• Front Desk Receptionist: Handled file management tasks, data entry, office correspondence & directing customers to appropriate service desks.• Call-in Customer Service Representative: Handled customer inquiries, promoted bank services & loans.

• Expertly managed various financial transactions to include bonds, CD’s, cashier’s checks, money market accounts, loan accounts, checking/savings accounts, and youth accounts.• Cash balancing (vault and personal drawer).• Proficient in data entry, customer/member relations, overseeing confidential records and Microsoft Office.• Providing tailored financial guidance and support to enhance the member’s experience.• Excelled in promoting sales and services consistently meeting individual representative goals.• Maintained certification and regulatory requirements.