Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst

Danielle Ramirez

North Highlands,CA.

Summary

I am an experienced leader with proven success and expertise in customer and financial service. I have a strong background with complex positions and leadership roles. I have an ongoing commitment to quality service, first point of contact resolution, and customer satisfaction.

Overview

18
18
years of professional experience

Work History

Regional Team Lead

Patelco Credit Union
Sacramento, California
04.2020 - Current
  • Focus on members financial well-being, acting in the best interest of the membership.
  • Travels to assigned branches on a frequent basis for an undetermined length of time.
  • Collaborates effectively with branch leadership to execute initiatives while building and nurturing strong team member relationships.
  • Confidently identifies solutions for new and existing members based on their short- term and long-term needs.
  • Conducts basic and complex transactions: Accounts Servicing, IRA's, Specialized Accounts and HELOCS.
  • Communicates effectively and confidently while engaging all members and team members.
  • Strong critical thinking and problem-solving skills.
  • Updating and creating new procedures.
  • Assists with testing for new processes or systems.
  • Support in coaching, training, and developing team members and new hires on delivering exceptional member service.
  • Supports the Retail Performance Manager and Retail Director to ensure strategic alignment and execution of organizational strategies and initiatives.
  • Ensure adherence to policies and procedures and that regulatory compliance standards are met by all team members.
  • Complete required branch internal audits as needed.
  • Review and maintain knowledge of product guides, fees, and policies to stay current on offerings for product suggestions
  • Efficiently manage time and capacity.
  • Skilled with de-escalation and account retention methods.

Member Solutions Specialist

Patelco Credit Union
Folsom, California
04.2016 - 04.2020
  • Consulted with members in order to assess their known and unknown needs and identify the appropriate products, solutions and services; such as Consumer Loans, Wealth Management, Home Loans, Digital Services, and Insurance.
  • Initiated, prepared for funding or funded loans, such as: credit cards, personal, lines of credit, auto loans, home loans and HELOCS
  • Worked with other departments or vendors for best practices and learning opportunities.
  • Exercised informed judgement as appropriate to accommodate members and team members.
  • Promoted member and team adoption of new technology, campaigns, promotions and digital products.
  • Understood and complied with all applicable Federal and State laws and banking regulations, policies and procedures.
  • Assisted members with technical support for online banking, browser issues, and applications.
  • Offered best in class service to our members through prompt, efficient, courteous, and professional interactions.
  • Acted as a Subject Matter Expert for audits, products & service offerings.
  • Supported community relationships and partnered with businesses within the community.
  • Assisted members with complex financial transactions and accounts and ensure their needs are met through proactive follow up and resolution.
  • Advised our members in the areas of debt management, credit advancement, mortgages, and overall financial well-being.
  • Connected our members with experts in Financial Services (investments), Home Loans, and Insurance to assess known and unknown needs that will help our members achieve financial freedom.
  • Was a resource to train new and existing team members as needed.


Quality Assurance Specialist

Patelco Credit Union
Sacramento, CA
04.2016 - 04.2018
  • Completed 250+ team member evaluations monthly; including MSS, Team Leads, Loan Representatives and Digital Email Specialists.
  • Reported immediate member impact situations.
  • Wrote, scored and coached team members per the completed evaluation; which included but was not limited to: Policy & Procedure Knowledge, One Contact Resolution, Adherence to State/Federal Compliance Regulations, Professional Manner and Cross Sell opportunities.
  • Analyzed and documented call statistics for trends tracking, which included but was not limited to: call type, patterns, authentication adherence for individual team members, teams and call center.
  • Wrote new and updated old procedures.
  • Communicated to the call center, team member or leadership for implementation and adherence to policy changes.
  • Created, maintained and reported annual, daily, and monthly data analysis to Leadership and Risk Management for call center statistics and fraudulent activity.
  • Completed zoom and in person training for individual and teams.
  • Assisted in member email correspondence, and escalations as needed.

Digital Branch Support Lead

Golden 1 Credit Union
Sacramento, California
04.2011 - 01.2016
  • Digital Branch Support lead for MCC and branch team member and member email and telephone correspondence.
  • Subject Matter Expert for policy, procedure, online, internal systems and Bill Pay claim cases.
  • Complied with State and Federal regulations.
  • Handled, tracked and documented escalations.
  • Completed Quality Assurance evaluations for the email support team.
  • Technical support for Online Banking and Bill Pay.
  • Submitted Bill Pay claims, tracked and reported claim data to leadership, assigned cases and completed case follow up.
  • Complex card servicing; which included setting up suppressions and travel rules in VisaCats.
  • Report daily service level for individual and team email performance.
  • Created and maintained data reports for Trend Tracking.
  • Basic and complex banking transactions.
  • Submitted loan applications for mortgage and consumer loans.
  • Funded credit cards.
  • New account and loan application audits.
  • Sold insurance policies and submitted claims for GAP, ADD and Debt Protection.
  • Trained new hires for MCC support, and Digital Team Support.

Benefits Specialist

Delta Dental
11.2010 - 04.2011
  • Complied with HIPPA guidelines for authentication and release of medical information.
  • Completed extensive dental procedure code training.
  • Assisted subscribers with information related to benefit coverage, availability and costs.
  • Submission and status updates for insurance claims.
  • Partnered with Dental Providers for benefit coverage, availability, cost, claims and payment update.

Sr. Internal Digital Support Specialist

Freedom Financial Network, LLC
04.2007 - 11.2010
  • Assisted with member and creditor questions in relation to enrollment in the Freedom Financial Debt Reduction program, while providing the highest level of Customer Service.
  • Client telephone and email correspondence for accounts servicing, including: policy and procedure, verification of deposits, draft changes, payments, basic banking transactions, program questions, and escalations.
  • Partnered with the Legal team, Negotiators and external creditors on behalf of the customer for resolution of debt and adherence of the Fair Collection Practices Act.
  • Processed Internal Support requests for enrollment, account modifications and escalations.
  • Managed database records and draft status reports.
  • Exercised discretion and independent judgment with respect to matters of significance.
  • New hire trainer for Quality Assurance.


Office Manager

Staffing Network LLC
01.2000 - 01.2001
  • Hired new employees for daily, temporary and long term job assignments.
  • Managed external employee timesheets and cut checks for daily and weekly payroll.
  • Monitored job sites and evaluated employee production.
  • Sales - cold call appointment setting and in person business development.
  • Reported to upper management for daily, weekly and monthly production.
  • Data entry and maintenance of employee tax documents and employee files.
  • Hired and managed internal employees for daily functions including: production, sales and time management.
  • Completed one on one evaluations and set up employee progress plans.


Education

High School Diploma -

Grant High School
Sacramento, CA

Skills

    Excel Certification I & II

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Timeline

Regional Team Lead

Patelco Credit Union
04.2020 - Current

Member Solutions Specialist

Patelco Credit Union
04.2016 - 04.2020

Quality Assurance Specialist

Patelco Credit Union
04.2016 - 04.2018

Digital Branch Support Lead

Golden 1 Credit Union
04.2011 - 01.2016

Benefits Specialist

Delta Dental
11.2010 - 04.2011

Sr. Internal Digital Support Specialist

Freedom Financial Network, LLC
04.2007 - 11.2010

Office Manager

Staffing Network LLC
01.2000 - 01.2001

High School Diploma -

Grant High School

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