ALICIA TORRES
Phoenix,AZ
Summary
Driven to bring value through extended knowledge of financial products, services and branch operations. Goal-oriented individual versed in greeting high-volume of members and recommending products based on individual requirements. Skilled at creating displays to promote higher sales, completing teller transactions and maintaining accurate records of all transactions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Proficient Team Trainer adept at filling any team role and helping employees be efficient and productive. Well-versed in the latest products and procedures. Excellent communication and problem-solving abilities. Quality-driven Team Trainer dedicated to maximizing team effectiveness. Skilled at learning new information quickly and adapting to changing conditions. Open and clear communicator with disciplined execution.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Branch Service Leader
Credit Union West
Scottsdale, AZ
11.2024 - Current
- Managed operational processes within the our partner branches guaranteeing 90% accuracy to align with organizational policies and procedural guidelines.
- Facilitated staff development in member service best practices through targeted training and mentorship initiatives.
- Analyzed existing processes and introduced enhancements to drive operational efficiency and boost member satisfaction.
- Investigated service metrics to uncover trends and recommend actionable strategies for improvement.
- Supervised branch functions, focusing on maintaining superior service quality and enhancing customer satisfaction.
- Engaged with management to develop and execute strategic initiatives aimed at improving member satisfaction.
- Coordinated regular meetings to promote collaboration and maintain focus on shared goals.
- Monitored and regulated branch vault and cash supply to support efficient banking operations.
- Coordinated and optimized schedules to align with regular business requirements and address heightened demand during special occasions.
- Supervised branch readiness activities to facilitate punctual openings and meet member service expectations.
- Developed and implemented training programs for staff to refine procedures and elevate overall performance and profitability.
- Showcased Credit Union West's services at community events to cultivate customer connections and promote new business opportunities.
- Conducted ongoing assessments of branch performance metrics, implementing focused action plans to optimize results.
- Crafted specific service guidelines and performance indicators to optimize member interactions at branch level.
- Developed and implemented training strategies to support new employees, ensuring effective acclimatization and continuous assistance during their branch experience.
Senior Personal Banker
Arizona Financial Credit Union
Scottsdale, AZ
01.2017 - 11.2024
- Designed and implemented tailored banking solutions to improve service efficiency and member satisfaction.
- Evaluated and optimized account opening processes to accelerate service delivery.
- Enhanced member engagement by implementing timely follow-up strategies and maintaining open communication channels.
- Facilitated effective management and resolution of intricate member inquiries to enhance customer satisfaction.
- Elevated branch performance and revenue generation by 90% to support overall business objectives through consistent attainment of sales goals.
- Assisted members with account-related tasks, such as loan applications and service sign-ups, to enhance operational efficiency.
- Facilitated member engagement to collect feedback aimed at enhancing support services.
- Executed strategies to enhance revenue by aligning banking product promotions with member financial objectives.
- Assessed member needs to provide tailored financial product recommendations, supporting loan portfolio growth.
- Orchestrated daily activities with branch manager to optimize branch functionality and foster teamwork.
- Managed daily operations of branch to enhance efficiency and ensure high-quality service for clients.
- Developed and implemented targeted training initiatives aimed at improving operational efficiency and team capabilities.
- Facilitated collaboration with senior management to ensure strategic planning efforts support alignment of branch goals with corporate objectives.
- Oversaw branch operations to maintain high standards of service quality and optimize efficiency.
- Administered branch vault and cash supply to maintain sufficient currency levels for daily transactions.
- Developed and delivered comprehensive training programs to enhance staff proficiency in bank products and sales techniques.
- Managed branch activities to maintain high levels of customer satisfaction and service quality.
Education
High School Diploma -
JM Hanks High School
El Paso, TX05-1994
Skills
- Financial Optimization
- Institutional Policies
- Financial Advisement
- Sales Expertise
- Exercise Strategies
- Client Relationship Management
- Business Development
- Loan Application Advisement
- Branch Operations
- Credit Union Operations
- Team Goals
- Credit Card Applications
- Account Services
Certification
Credit Union West
• MLO
• Notary Certified
Arizona Financial Credit Union 2018
- Notary Certified
- Consultative Sales Training
Through Out My 25 Years of Year Experience
- Servicing Credit Union Members
- Spanish Basic Teller Module
- Washington Award-Business Math Lending, Cross selling to engagement.
- Lincoln Award- Business Math: Share and Deposit Accounts Module, Professional Member Service Module, Security Procedure Protocol Module
- Hamilton Award- Servicing Mortgage Loans Module, Preparing Loan Documents Module, Reconciling Records Module, Maintaining Loan Documents Module
- Jackson Award- Applying Collection Practices Module, Recognizing Emerging Fraudulent Practices,
- Grant Award- Encouraging & Instilling Member Service in Others
- Franklin Award-Aligning CU Strategy, Frontline Basics, Call Center Service Skills,
- McKinley Award-Guiding Members Through Economic Challenges, Your Role in Growing Membership, Bankruptcy Module, Advanced Lending Certificate, Credit Union Sales Module, Money and Negotiable Instruments, Member Services Certificate, Managing Member Accounts
- Personal Development, Coaching, Counseling and appraisal skill
- Business Writing
- Business Agility and Financial Services
Languages
Spanish
Native or Bilingual
Timeline
Branch Service Leader
Credit Union West
11.2024 - Current
Senior Personal Banker
Arizona Financial Credit Union
01.2017 - 11.2024
High School Diploma -
JM Hanks High School