Christopher Urquieta Email & Phone Number

Glendale, Arizona, United States

Phoenix, Arizona, United States

Responsible for a team growth, collaboration and efficiency. Provide support with driving the day-to day strategic direction, development, and overall performance of staff as it relates to member experience, advisory services, and overall department performance. Responsible for creating an environment that aligns with the credit unions organization’s Mission, Vision, and Values while promoting goals of creating a culture of performance for the department to succeed. Provided assistance with escalations for Deceased, Trust, Estate, Court Ordered Restricted Accounts and Online Banking Share Maintenance Requested. Worked with internal Legal Counsel on escalations regarding these processes. Collaborated with other lines of business to ensure processing is efficient and runs smoothly. Update processes and procedures as needed for efficiency and effectiveness. Provide communication for changes within the organization and department. Change Agent for big changes within the credit union and in Operations.

Phoenix, Arizona, United States

Responsible for all items as a Lead including approving time off requests and entering into timecard system. Ensure Staffing on phones and processes are met. Provided Monthly Quality Assurance on departmental calls (outbound and inbound calls) by providing feedback to department specialists.

Responsible for new employee onboarding. Included training on primary functions within the Deposit Legal Support / Deposit Services Teams including – Garnishment, Levies, Seizure Warrants, Subpoena Processing and Deceased, Estate, Trusts, and Court Ordered Restricted Accounts Maintenance and processing, Death Notification Entries and Reclamation Processing. Reviewed, updated and enhanced Department and Frontline processed and procedures. Worked with other lines of business to collaborate and to find efficiencies within our processes. Work with internal Legal Counsel on escalated situations. Provide feedback to Department Management on member escalations when needed. Provide coaching when needed. Ensured processes and tasks are completed within a timely manner.

Provide over the phone assistance to all Internal Employees on procedures, products and items for the Credit Union. guided internal callers on internal processes and procedures, walked through the procedure and provided where to locate to provide a first call resolution. Updated internal procedures and resource pages to ensure understanding or clarity. Directed internal callers to the appropriate departments when calls needed to be redirected if the team was unable to provide the assistance they are requesting (i.e. exceptions or overrides).

Responsible for helping members build long lasting relationships that will lead to more financial results. Always making sure that with every single member you are complying with secret shop requirements. Providing outstanding service to gain more trust and earn more referral business. Always having a positive attitude and performing tasks in a timely manner. Setting personal sales goals aside from the branch goals to always perform at a higher level. Working together as a team with my coworkers to come out with outstanding results that will help the branch be unique from other branches. Contribute and helped reach branch CMNH goals by going an extra mile and placing the branch in first place. Achieved Gold Level in Incentive numerous months through the last five years within the Credit Union.