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, Illinois01.1998
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