CESAR VASQUEZ
Connexus Credit Union
San Antonio,TX
2
Languages
17
years of professional experience
Lead Consultant guiding consultants in high-volume member service across accounts, transactions, products, and complex concerns. Handles 50+ inbound member calls per day while documenting outcomes accurately and protecting confidential information, with account review, discrepancy research, and escalation management. Coaches team members on service quality, problem resolution, and online banking support for English- and Spanish-speaking members.
Work History
Lead Consultant
5 Years 1 Month- Resolve 12 account cases weekly by verifying member details, reviewing records, and escalating complex issues when needed.
- Handle 50 inbound calls weekly while supporting members with account, product, and service questions.
- Lead consultants through accurate service delivery, coaching on procedures, communication, and problem resolution.
- Research member accounts across multiple systems to clarify discrepancies and determine the next best action.
- Document interactions, resolutions, and follow-up steps with strong attention to confidentiality and record accuracy.
- Support members with online banking access, troubleshooting, and navigation to reduce friction during routine service requests.
Customer Care Representative
8 Months- Handled 7 customer cases weekly across inbound calls and email follow-up, keeping responses timely and organized.
- Resolved account questions through detailed review of balances, history, and discrepancies, then escalated complex risks to management.
- Maintained accurate records and documentation while following banking policies, procedures, and regulatory requirements.
- Handled sensitive financial information with care and completed required product and process training to support service quality.
Member Consultant
1 Year 1 Month- Assisted members with online banking access and technical issues using multiple-system navigation.
- Documented interactions accurately and maintained records in line with policy and regulatory compliance.
- Built member relationships through active listening, clear communication, and personalized service.
Collector
1 Year 9 Months- Completed more than 200 outbound calls per day in a high-volume financial services collections environment.
- Verified account details, discussed outstanding balances, and collected payments across third-party financing accounts.
- Evaluated customer circumstances to recommend appropriate payment solutions and resolve account concerns.
- Maintained detailed records and followed collection procedures, policy requirements, and compliance standards.
Home Mortgage Advisor
1 Year 10 Months- Interviewed borrowers to assess financial circumstances and servicing needs with a clear, customer-focused approach.
- Researched loan details across multiple systems and explained status, requirements, deadlines, and next steps.
- Maintained accurate records, identified missing information, and documented borrower requirements while handling sensitive financial data.
Administrative Assistant
7 Years 2 Months- Maintained organized files and databases, entering and updating information accurately in computer systems.
- Reviewed documents for completeness and proper routing, helping reduce errors before submission or distribution.
- Handled confidential information with discretion while supporting daily department operations and administrative requests.
Education
San Antonio College
Coursework Completed
High School Diploma
Skills
Applicant & customer verification
Account research & review
High-volume call handling
Customer dispute resolution
Coaching & team support
Call quality monitoring
Performance feedback
Workforce scheduling
Documentation & recordkeeping
Policy & regulatory compliance
Risk awareness & escalation
Escalation management
Multiple-system navigation
Financial services operations
Root cause analysis
Fraud detection
Contact center metrics
Service level management
Regulatory reporting
Quality assurance reviews
LANGUAGES
English: Fluent
Spanish: Native
Native or Bilingual
Timeline
Lead Consultant
Connexus Credit Union
08.2021 - 09.2026Read More
Customer Care Representative
TBK Bank
12.2020 - 08.2021Read More
Member Consultant
Connexus Credit Union
10.2019 - 11.2020Read More
Collector
Aqua Finance, Inc.
12.2017 - 09.2019Read More
Home Mortgage Advisor
Wells Fargo
11.2017 - 09.2019Read More
Administrative Assistant
Bexar County Sheriff’s Office
06.2009 - 08.2016Read More
Highlands High School
High School Diploma
Read More
San Antonio College
San Antonio College
Read More