Emily Alaniz Guzman

• Build and coordinate a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

• Drive business results and ensure employees provide appropriate Banking solutions to meet member needs.

• Responsible for adherence to coaching and leadership routines.

• Lead employee development through regular coaching and timely feedback. Selects, develops, and supports employees in fulfillment of USAA’s Mission.

• Perform managerial administrative duties to include performance evaluations, timesheet reviews, salary reviews, performance management, career counseling, and resolution of employee issues.

• Maintain compliance with policies, procedures, and regulations by achieving compliance and risk mitigation goals.

• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

• Assist in identifying, managing, measuring, monitoring, and controlling existing and emerging risks that stem from business activities and the facilitation role.

• Follow and facilitate written risk and compliance policies, standards, and procedures for Service & Delivery and New Member Acquisition Insurance Professionals.

• Facilitate learning discussions, learning activities, coaching and small group interactions.

• Instruct employees on job specific technical and customer service skills in Hybrid, Classroom and Lab environments.

• Support peers, customers, management, Instructional Design and Development on business initiatives, development of curriculum and learning solutions.

• Identify course maintenance, made recommendations, and completed course revisions as appropriate.

• Establish eligibility and issue all major P&C lines of business in contact center environment while prioritizing tasks and multi-tasking multiple business applications using customer relationship management tools.

• Improve processes through collaboration with leadership, peers, and via self-led process mapping and modeling, quality management, problem solving, risk, and controls management.

• Led team meetings using agile management tools and taught others to use them.

• Participate in human centered design sessions with peers and leadership to solve challenges.

• Create and give impactful presentations on insurance, open adherence, best practices, and other topics to new and existing USAA Insurance Professionals to empower them to achieve professional goals.

• Coach Insurance Professionals on insurance regulatory and compliance requirements as subject matter expert.

• Support new and transitioning employee training through walking support and safety net.

• Awarded Made for Excellence award in June 2021.

• Maintain current P&C Insurance Agent License as required by USAA in 51 states including DC.

• Without direct supervision provided service to stakeholders in a face-to-face environment dedicated to delivering simple, real time, friction-less experiences while providing relevant advice regarding personal and commercial products and solutions.
• Develop new hires to perform their duties while exhibiting leadership, mentorship, coaching, and resolution of conflict to assist management with the development and retention of a high-performing team.
• Disseminate critical information through multiple mediums including written, oral, and virtual delivery
• Maintained working knowledge of Patriot Act, Anti-Money Laundering, Regulation CC, OFAC, policies, procedures, regulatory and compliance, and other guidelines associated with Frost products
• Handle escalations for suspected/confirmed fraud issues and incidents impacting account holders.

• Participate in delivery of exceptional customer experience by building relationships through intentional conversation as well as proposing appropriate products and services.
• Develop strong understanding of bank products and services – Develop new hires and peers thru leadership, mentorship, and via facilitation of house calls, team meetings and one on one coaching.
• Collaborate with Federal and local law enforcement authorities to ensure mission accomplishment.

• Under limited supervision, follow established written risk, compliance, and regulatory requirement to process FHA, VA, and Conventional mortgage loans, both purchase and refinance within a service level objective.
• Partner closely with Processors, Underwriters and Closers to deliver on mortgage products within a specified period of time.
• Responded to third-party calls to keep appropriate parties informed of the loan process using advanced oral and written communication skills.
• Provide guidance branch employees about mortgage services and referral conversations to increase opportunities.
• Improve processes through collaboration with leadership, peers, and via self-led process mapping and modeling, quality management, problem solving, risk, and controls management.
• Apply process management standards and policies to adhere to applicable regulations and risk management.

• Under limited supervision, follow established written risk, compliance, and regulatory requirement to process FHA, VA, and Conventional mortgage loans, both purchase and refinance within a service level objective.
• Partner closely with Processors, Underwriters and Closers to deliver on mortgage products within a specified period of time. Responded to third-party calls to keep appropriate parties informed of the loan process using advanced oral and written communication skills.
• Provide guidance to less experienced employees and services as a team lead in the absence of manager.
• Improve processes through collaboration with leadership, peers, and via self-led process mapping and modeling, quality management, problem solving, risk, and controls management.
• Apply process management standards and policies to adhere to applicable regulations and risk management.

• Enhanced business operations by utilizing marketing and outreach strategies to influence specific audiences and individuals for personal and commercial photography needs.
• Instruct employees on job specific technical and customer service skills in photography, editing and customer experience.
• Serve as face of the business - Subject matter expert on products, services and demonstrate high emotional intelligence.
• Design, Build and Maintain website utilizing SEO techniques to optimize traffic, managed online order operating and processing system and ensured timely product delivery.
• Research trends, upcoming innovation, determine competition, ensure competitive pricing - To ensure vitality of business.

• Facilitate the Property and Casualty member experience by answering inbound and or/outbound phone calls, emails, and/or other contacts from members

• Apply expert level knowledge of cross Co-SA product knowledge to assist members with moderate to complex quotes, rating, policy, billing, payment, underwriting, contract coverage provisions, and premium changes for insurance products and services.

• Ensure front-line underwriting of risks associated with business activities effectively identified, measured, monitored, and controlled.

• Coach Insurance Professionals on insurance regulatory and compliance requirements as subject matter expert.

• Support new and transitioning employee training through walking support and safety net.

• Improve processes through collaboration with leadership, peers, and via self-led process mapping and modeling, quality management, problem solving, risk, and controls management.

• Facilitator Rotation – April 2007 to April 2008