Cecilia Baca Email & Phone Number

Colorado Springs, Colorado

• Receive a high volume of incoming and outbound calls, average 120 calls a day.• Make outbound calls to students for document acquisition for the processing of financial aid.• Act as a liaison between the students and third parties, such as loan servicers and the department education; facilitate a timely resolution for at-risk borrowers.• Dealt with student objections by identifying resources and offering solutions.• Diffused escalated situations using active listening and empathy.

Colorado Springs, Colorado

• Received a high volume of incoming call, averaged 86 calls a day.• Assisted customers with their account inquiries and research requests using telephone banking, online banking, secure messaging, and web chats. • Maintain customer's accounts, which included stop payments, transfers, address changes, and check orders. • Dealt with debit/ATM card disputes and closed accounts.• Handled return mail and provided support to other call center representatives.

Lakewood, Co

• Processed member transactions including deposits, withdrawals, address changes, and loan payments ensuring thoroughness and accuracy. • High volumes teller line with at least 80 transactions and had an excellent balancing record.

Pueblo, Co

• Processed member transactions; opened new accounts and products to members and non- members.• Responsible for cross-selling products that would benefit the members.• Balanced the ATM every week and helped with the vault when needed.• Assisted with loan closings and was appointed the title clerk for the branch.

Pueblo, Colorado

• Processed customer transactions including deposits, withdrawals, loan payments, and cross selling.• Opened new accounts and products, and maintain accounts.• Responsible for all negotiable instruments, safe deposit boxes, and balanced the ATM.• Assisted with the scheduling of the other tellers and worked at least one Saturday a month on the supervisor rotation.