Carmen Gonzales
Summary
Experienced and purpose-driven professional offering a solid background in consumer loan processing, high productivity, and attention to detail. Demonstrates strength in adaptability, working under pressure, and evaluation of information. Knowledgeable in operations, best practices, and regulatory requirements.
Overview
20
20
years of professional experience
Work History
Consumer Funding Specialist I
San Diego County Credit Union
San Diego
08.2021 - Current
- Evaluated borrower loan files to ensure accuracy and compliance with lending guidelines.
- Collaborated with underwriters to facilitate loan approval/funding processes and address concerns.
- Other department representatives shadowed and observed job duties while processes were communicated to future job role prospects
- Conducted detailed reviews on application loan files through to completion.
- Worked with dealership vendors to address and clear loan funding delays and stipulations.
- Analyzed financial statements, tax returns, paystubs, and other documents to determine incomes toward application approvals
- Participated in ongoing professional development opportunities related to consumer lending, and underwriting.
- Maintained current knowledge of applicable regulations, policies, procedures, programs, product services and pricing structures related to consumer lending activities.
- Collaborated closely with internal teams such as Underwriting, DMV, Direct Lending to ensure detailed evaluation and accuracy of applications.
- Creative recommendations shared with management to improve efficiency of lending/application process.
Call Center Specialist I/Live Chat Specialist
San Diego County Credit Union
San Diego
02.2020 - 08.2021
- Managed taking extraordinarily high call volume during a pandemic while providing exemplary member service using strong emotional intelligence and interpersonal skills.
- Answered incoming calls promptly, professionally, while concluding call resolution in a timely manner.
- Adhered to strong performance metrics such as average handling time per call, abandoned calls rate and other key indicators to ensure quality of service for department.
- Answered, screened, and adhered strictly to company policies regarding privacy of client information during member calls
- Demonstrated ability to remain calm, collected and applied strong listening skills during challenging member calls.
- Enhanced productivity and customer service levels by anticipating needs, resulting in sales performance goals being met or exceeded.
- Trained new hires/call center representatives while guiding, and building that individual to be the next representative with promise of longevity, to contribute and be a strong asset to company
Teller/Universal Banker
US Bank
La Jolla
11.2014 - 03.2018
- Delivered exceptional customer service while refining sales skills to achieve new levels of performance.
- Performed daily delegated duties to uphold compliance with regulations and standards.
- Maintained comprehensive client profiles to deepen and foster preeminent banking relationships.
- Responded promptly and effectively to daily inquiries from clients regarding their accounts or other issues, and followed up on leads.
- Collaborated with cross-functional teams, such as underwriting, wealth management, real estate, and Operations to streamline banking processes and achieve goal objectives.
Call Center Representative
US Bank
Denver
11.2012 - 11.2014
- Answered incoming, high-volume calls while delivering outstanding professionalism.
- Identified verbal and account queues to deliver product knowledge suited to client needs and unforeseen needs resulting in achieving quarterly sales goals
- Answered, screened, and processed calls with systems and internal web-based communications.
- Proactively navigated computer systems to review information in order to remain current with financial products, procedures, and regulations.
- Maintained strong call control, using critical thinking while guiding clients to address problems, recommend solutions to prevent future inconveniences, resulting in resolution for the purpose of the call.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
Teller/Customer Service & Sales Rep
Wells Fargo Bank
Denver
04.2011 - 08.2012
- Performed transactional, operational, and client support tasks through continual knowledge of evolving financial products and procedures.
- Achieved recognition as a top sales performer through consistency, resulting in fulfilling targets defined by leadership.
- Applied critical thinking skills to identify appropriate solutions for clients.
- Provided training to new tellers on operational procedures and customer service standards.
- Provided exemplary customer service to enhance the client experience.
- Collaborated with other teams to streamline processes to ensure proper financial products were provided to result in client satisfaction.
Vault Teller/Graveyard/Swing shift Teller
Moneytree
Las Vegas
09.2006 - 03.2011
- Monitored vault cash levels and operations, and coordinated cash ordering processes.
- Conducted daily audits to ensure documentation compliance in accordance with regulations.
- Trained new team members in fraud prevention techniques and provided continual support.
- Distributed payday loans to customers based on eligibility.
- Executed cross-selling strategies to promote additional products.
Education
General Education -
Community College of Denver
Denver, CO07-2011
High School Diploma -
Alamosa High School
Alamosa, CO05.2005
Skills
- Regulatory compliance
- Problem solving
- Analyzing data
- Multi-department collaboration
- Attention to detail
- Lending Software Systems
- Quality of work
- Adaptability
- Task prioritization
- Effective communication
References
- Available upon request
Timeline
Consumer Funding Specialist I
San Diego County Credit Union
08.2021 - Current
Call Center Specialist I/Live Chat Specialist
San Diego County Credit Union
02.2020 - 08.2021
Teller/Universal Banker
US Bank
11.2014 - 03.2018
Call Center Representative
US Bank
11.2012 - 11.2014
Teller/Customer Service & Sales Rep
Wells Fargo Bank
04.2011 - 08.2012
Vault Teller/Graveyard/Swing shift Teller
Moneytree
09.2006 - 03.2011
General Education -
Community College of Denver
High School Diploma -
Alamosa High School