Idalia Franco
Ulysses,KS
Summary
Trustworthy professional with strong leadership abilities and focus on achieving results and adapting to changing needs. Analytical problem-solving, as well as excellent customer relations aptitude and relationship-building skills. Proficient in independent decision-making and using sound judgment to positively impact company success.
Overview
25
25
years of professional experience
Work History
Assistant Vice President, Branch Services
Golden Plains Credit Union
12.2020 - Current
- Aid Vice President with leadership and help direct the day-to-day operations within the branch
- Support staff by mentoring to enhance service and performance results
- Foster an environment for employee empowerment
- Provide quick turnaround and professional responses to complex and sensitive service issues
- Use sound judgment when investigating and resolving service matters, while striving to obtain an equitable resolution and assure a high degree of member satisfaction
- Coordinate with VP for performance evaluations, recommend promotion, salary increases and development action plans
- Attend and participate in required meetings
- Represent the Credit Union in a positive and professional manner
- Adhere to guidelines regarding financial and customer data to avoid breaches and information misuse
- Maintain updated financial knowledge and training through online and in-house training
- Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions
Loan Officer
Golden Plains Credit Union
03.2006 - Current
- Maintain strict confidentiality of bank records and client information
- Deliver exceptional customer service by promptly addressing client concerns and resolving issues as they arise during the lending process
- Review credit reports thoroughly before making lending decisions, ensuring that all relevant information was considered when assessing risk levels associated with a specific borrower profile
- Reduce loan delinquency rates with thorough credit analysis and risk assessment for potential borrowers
- Educate customers on a variety of credit options available credit to promote valuable decision-making regarding consumer, commercial, and HELOC lending products
- Analyze applicants' financial needs, status, credit, property evaluation, employment history and references to determine feasibility of granting a loan
- Consumer, Indirect, and Commercial loan underwriting/servicing
- Execute loan origination process, including ordering credit reports, county appraisals, title work, and insurance
Member Service Representative
Golden Plains Credit Union
01.2000 - 03.2006
- Offered exceptional customer service
- Assisted in maintaining accurate records by verifying and updating member account information
- Helped members resolve account problems and navigate internal systems to manage routine needs
- Maintained strong knowledgebase of product options and promotions to better serve every member
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints
- Communicated information to customers about product quality and value
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions
- Verified amounts and integrity of every check or funds transfer
- Helped members open and close accounts
- Conducted special service and account transactions for members, including ordering checks and placing stop payment orders
- Processed customer transactions, including deposits, withdrawals, loan payments, cashed customer checks, including verifying identification and checking account balances in accordance with credit union policy
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees
Education
Seward CCC Outreach, General Studies
Liberal, KS05-1998
Skills
- Strong work ethic
- Exceptional service-focused
- Excellent communication and interpersonal skills
- Bi-lingual
Timeline
Assistant Vice President, Branch Services
Golden Plains Credit Union
12.2020 - Current
Loan Officer
Golden Plains Credit Union
03.2006 - Current
Member Service Representative
Golden Plains Credit Union
01.2000 - 03.2006
Seward CCC Outreach, General Studies
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