Celina Gutierrez

• Lead audits of branch operations to ensure compliance with internal policies and federal regulations.
• Partner with the Assistant Vice President, Branch Managers, and frontline employees to deliver feedback and develop error mitigation strategies.
• Conduct monthly team huddles and present during Operations calls to align teams on procedures and goals.
• Analyze audit trends and communicate findings to leadership, supporting continuous improvement initiatives.
• Oversee the error resolution process, ensuring timely and accurate completion of escalated tasks and management.
• Communicate with the Assistant Vice President for third attempts on errors not completed.
• Present an Unsatisfactory Branch Audit to the Assistant Vice President and managers.

• Reviewed and approved/denied consumer loan applications, including autos, RVs, credit cards, and personal loans.
• Maintained strict adherence to federal lending regulations and SSFCU policies.
• Assisted members and employees with escalated or denied loan applications, delivering clear and empathetic communication.
• Achieved and exceeded departmental production and quality metrics consistently.

*Employee of the Month

• Process consumer loan applications efficiently and accurately.
• Review applicant documentation for completeness and compliance.
• Communicate with clients to clarify loan details and requirements.
• Collaborate with underwriting team to assess risk factors.
• Maintain accurate loan records in the processing system.
• Ensure timely follow-up on outstanding loan documentation requests.
• Assist in resolving member inquiries regarding loan status promptly.
• Assist in resolving member inquiries regarding loan status promptly.
• Train new processors on company policies and procedures effectively.
• Provided guidance and assistance to less experienced team members when needed.
• Verified member identity and collected required documentation prior to approving loan application.

• Handled high-volume inbound member calls, resolving inquiries related to accounts, loans, payments, and more.
• Delivered personalized and efficient service, improving member satisfaction and retention.
• Collaborated with departments across the organization to resolve complex issues and streamline processes.
• Shared best practices with team members to enhance overall call center performance.
• Multi-task the different incoming calls, a fast learner, and a team player.