Andres Garcia
Portland,OR
Summary
Results-driven Customer Service and Operations Professional with over 10 years in financial services, focusing on complaint resolution, case management, and risk assessment. Managed escalated investigations, ensured regulatory compliance, and improved stakeholder communication while optimizing workflows. Utilized Microsoft Teams, Word, Excel, and PowerPoint to streamline processes and enhance collaboration.
Overview
10
10
years of professional experience
Work History
IRA/Roth/Deceased Specialist
First Tech Federal Credit Union
02.2026 - 08.2026
- Encouraged team process improvements to speed complaint resolution.
- Assessed member needs and identified requirements to develop customized financial solutions.
- Reviewed and processed IRA/HSA annual contributions for 2025 and 2026 to support accurate annual contribution handling.
- Verified eligibility through review of court documents, estate affidavits, and testamentary letters to support case processing.
- Managed written email and phone complaint responses to ensure timely resolution.
- Oversaw caseload of 35 active cases to support timely case coordination.
- Served as point of contact for other departments regarding escalated complaints.
- Evaluated case complexity to support correct routing prior to assignment.
- Collaborated with cross-functional teams to implement process improvements, driving operational efficiency across departments.
Operations Specialist II
OnPoint Credit Union
06.2024 - 02.2026
- Recorded and reconciled general ledger outages to support timely accounting review.
- Reviewed outage details and updated monetary outage records for Federal Reserve submission.
- Conducted risk reviews and prepared stakeholder correspondence to support timely, informed decision-making.
- Managed over 30+ customer calls in a efficient manner..
- Reviewed, revised, and documented internal policies and procedures for clarity and compliance.
- Partnered with Legal and QA teams to reduce operational risk.
- Evaluated transactions for approval or decline based on risk indicators. transactions based on risk indicators.
- Collaborated with management to establish performance metrics, aligning team goals with organizational objectives.
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Facilitated regular team meetings to assess project progress and address operational challenges proactively.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Collection Analyst II, Business Analyst II, Research Analyst 3
Wells Fargo Bank
09.2016 - 10.2023
- Handled over 30+ complex customer inquiries regarding account determinations, clarifying issues and resolving call outcomes following policies and procedures.
- Recorded escalation details, followed resolution progress, and facilitated timely resolution for each case.
- Managed end-to-end project oversight across multiple concurrent workstreams to maintain delivery momentum.
- Reviewed consumer report derogatory marks and partnered with credit bureaus to process corrections on consumer reports.
- Reviewed escalated banking concerns and coordinated next steps with branch managers for timely resolution.
- Investigated consumer and business deposit and credit account terms, features, and requirements to support evaluation of account options.
- Coordinated operational credit and compliance risk control activities to ensure adherence to credit and compliance requirements.
- Served in interim team-lead capacity for 4+ years to oversee team operations.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decision by delivering timely and accurate research findings.
Education
Associate Degree - General Studies
Chemeketa Community College
Salem, OR06.2012
High School Diploma -
Silverton High School
Silverton, OR06.2009
Skills
- Developing Relationships and Collaborating with Partners
- Time Management and Execution
- Effective Communicator
- Policy and Procedure Expertise
- Analytical problem-solving
- Fraud Investigation
- Financial Analysis
- Microsoft Office Suite
Timeline
IRA/Roth/Deceased Specialist
First Tech Federal Credit Union
02.2026 - 08.2026
Operations Specialist II
OnPoint Credit Union
06.2024 - 02.2026
Collection Analyst II, Business Analyst II, Research Analyst 3
Wells Fargo Bank
09.2016 - 10.2023
Associate Degree - General Studies
Chemeketa Community College
High School Diploma -
Silverton High School