Brandy Jimenez
San Antonio,USA
Summary
Accomplished financial services professional with 13+ years of experience in banking, fraud prevention, trust services, deposits, credit cards, and retirement accounts. Skilled in account reconciliation, call resolution, coaching, mentoring, and quality assurance. Proven expertise in process improvement, efficiency, and delivering accurate results in compliance-driven environments. Strong track record of building lasting member relationships while providing tailored financial solutions and supporting team success.
Overview
14
14
years of professional experience
Work History
Bank Senior Sales & Service / Assistant Manager
USAA Federal Savings Bank
San Antonio, TX
07.2025 - 10.2025
- Managed daily transaction processing and servicing to meet productivity and member service goals.
- Led and coached a remote/hybrid team of 20.
- Conducted call audits to ensure compliance and operational accuracy.
- Served as assistant/acting manager when needed, supporting operational decisions and team leadership.
- Ensured full compliance with all applicable banking regulations.
- Conducted audits across deposits, credit cards, wires, fraud, disputes, trust, and retirement accounts.
- Developed, documented, and trained team members on new and revised policies and procedures.
- Handled escalations and resolved complex member issues.
- Identified and mitigated risks in alignment with compliance standards.
Sales Associate
Express
11.2011 - 08.2012
Preferred Banking Senior Sales & Service Advisor
USAA Federal Savings Bank
San Antonio, TX
11.2015 - 07.2025
- Applied expert knowledge of federal regulations and USAA processes.
- Supported members with deposits, credit cards, acquisitions, MRT, wires, trust services, FDIC, fraud, disputes, and retirement accounts.
- Conducted call audits to ensure regulatory and operational compliance.
- Assisted managers and served in an acting manager capacity as a senior team member.
- Delivered tailored financial solutions to enhance member loyalty and retention.
- Trained MSRs and provided supplemental management support for the district.
- Served as the primary escalation point for complex member issues.
- Partnered with BPO teams on risk mitigation initiatives.
- Monitored GL accounts for IRA deposits and CDs.
Wealth Management Advisor I
USAA Federal Savings Bank
San Antonio, TX
08.2014 - 11.2015
- Served as subject matter expert for business products and services.
- Administered routine personal trust accounts in accordance with the terms specified in the trust instrument.
- Provided personal account reviews to ensure members were adequately protected in their assets, estate plans, and life events affecting their finances.
- Scheduled appointments for Wealth Managers for advising and consulting with members.
- Proactively contacted members for research, account registrations, and follow-up.
- Assisted members with deposits, credit cards, acquisitions, MRT, wires, trust services, FDIC, fraud, disputes, and IRA accounts.
- Resolved escalations with professionalism and compliance adherence.
- Monitored GL accounts for IRA, CD, and deposit accuracy.
- Collaborated with stakeholders to mitigate operational risks.
Deposits Specialist
USAA Federal Savings Bank
San Antonio, TX
08.2012 - 08.2014
- Assisted members with deposit accounts, including account openings, maintenance, and inquiries.
- Provided excellent member service while ensuring compliance with banking regulations.
- Supported members with account management, fraud prevention, and dispute resolution.
- Trained and coached team members on policies, procedures, and operational best practices.
- Monitored account activity for accuracy and regulatory compliance.
Education
High School Diploma - undefined
Edgewood Fine Arts Academy
06.2008
Skills
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Salesforce CRM
- General Computer & Systems Proficiency
- Customer Service & Member Experience
- Fraud Prevention & Detection
- Compliance & Regulatory Knowledge
- Multi-Tasking & Time Management
- Leadership & Team Development
- Policy & Procedure Training
- Complex Problem Resolution
- Decision-Making & Prioritization
- Planning & Organizing
- Adaptability & Dependability
- Excellent Communication Skills
- Ability to Work Independently or in a Team
Timeline
Bank Senior Sales & Service / Assistant Manager
USAA Federal Savings Bank
07.2025 - 10.2025
Preferred Banking Senior Sales & Service Advisor
USAA Federal Savings Bank
11.2015 - 07.2025
Wealth Management Advisor I
USAA Federal Savings Bank
08.2014 - 11.2015
Deposits Specialist
USAA Federal Savings Bank
08.2012 - 08.2014
Sales Associate
Express
11.2011 - 08.2012
High School Diploma - undefined
Edgewood Fine Arts Academy