Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Ingrid Troncoso

Des Plaines,Illinois

Summary

Seeking a position to leverage quick learning abilities, professional development skills, and thrive in a dynamic and ever-evolving work environment.

Overview

24
24
years of professional experience

Work History

Online Member Experience Consultant

Alliant Credit Union
06.2015 - 08.2024
  • Responded to member inquiries coming through digital channels such as online banking, mobile banking, and chat.
  • Informed members of policies and procedures.
  • Submitted ideas and feedback for process and system improvement initiatives.
  • De-escalated and resolved member complaints with punctual, polite and professional service.
  • Collaborate with back offices to ensure accurate and timely responses to members in order to resolve their concerns.
  • Assisted members with a variety of financial transactions such as debit, ACH, loan, credit cards, and IRA’s.

Loan Servicing Representative

Alliant Credit Union
01.2015 - 06.2015
  • Servicing of consumer loan products after funding
  • Respond to members and internal partners via email in a timely matter
  • Research and respond to member escalated issues
  • Properly handle titles such as releasing to member or 3rd party, lien adds, re-registers
  • Outbound calls to members with missing titles
  • Handle cancellation requests of ancillary products
  • Respond to member credit disputes via eOscar or written correspondence
  • Billing and reconciliation of ancillary products.

Member Benefits Specialist

Alliant Credit Union
01.2011 - 01.2015
  • Provide high quality member service
  • Open membership accounts and process all financial transactions
  • Evaluate member financial needs and recommend products fit for the member
  • Handle escalated member related issues and find resolution
  • Contact other departments when assistance is needed
  • Cross sell products in the members’ best interest
  • Refer loans and credit cards to our lending specialist
  • Make outbound calls to our new members
  • Utilize call lists to promote credit card and loan offers to members
  • Audit and scan daily work
  • Assist branch manager with monthly and quarterly audits
  • Identify opportunities to refer our members to our investment partners
  • Keep up to date with new procedures and share any valuable information
  • Send out weekly schedule
  • Assist in training new employees.

Branch Loan Officer

Alliant Credit Union
01.2002 - 01.2011
  • Process loan applications in a face to face environment by gathering member financial information
  • Council members regarding loan products, services, and financial improvement
  • Analyze credit report and recommend additional products when appropriate to attain goal and cross sales
  • Process branch audits
  • Make outbound calls to new members and identify cross sales opportunities
  • Send out thank you notes.

Member Service Representative

Alliant Credit Union
01.2000 - 01.2002
  • Perform financial transactions in an inbound call setting
  • Meet daily goals of 125 calls per day

Education

General Courses -

Wilbur Wright College
Chicago, Illinois
01.1998

Skills

  • Relationship Building
  • Positive Attitude
  • Ensuring customer satisfaction
  • Industry Expertise
  • Critical Thinking
  • Clear Communication
  • Polite communication skills
  • Problem-solving skills
  • Customer service and care

Languages

English
Native or Bilingual
Spanish
Professional Working

Timeline

Online Member Experience Consultant

Alliant Credit Union
06.2015 - 08.2024

Loan Servicing Representative

Alliant Credit Union
01.2015 - 06.2015

Member Benefits Specialist

Alliant Credit Union
01.2011 - 01.2015

Branch Loan Officer

Alliant Credit Union
01.2002 - 01.2011

Member Service Representative

Alliant Credit Union
01.2000 - 01.2002

General Courses -

Wilbur Wright College

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Ingrid Troncoso