Isaah Monreal
WinShape Camps
Sunland Park,NM
2
Languages
8
years of professional experience
Compassionate and results-driven professional with over 7 years of experience in customer-facing roles, transitioning from financial services into counseling. Skilled in building trust, active listening, and problem-solving, with a proven record of delivering exceptional support, managing sensitive information, and guiding individuals toward achieving personal and financial well-being. Dedicated to fostering a supportive environment that empowers individuals to overcome challenges and reach their goals.
Work History
Camp Counselor
2 Months- Worked in cooperation with the Group Leader to ensure a meaningful and positive experience for all campers in every aspect of camp.
- Led and guided boys in understanding camp rules, policies, traditions, activities, spiritual life, health and safety, cleaning procedures, and adapting to camp life and cabinmates.
- Created an atmosphere of community and fun among campers and fellow staff members.
- Fostered community and enjoyment among campers and staff members, enhancing overall camp experience.
- Served as Skill Instructor with assigned Skill
- Assisted in communication with parents/guardians of campers as needed
- Assisted in communication with parents/guardians of campers.
- Supported development of staff unity through collaborative activities and team-building efforts.
- Completed Incident Forms.
- Engaged in performance reviews with my Group Leader.
- Agreed and complied with all policies, rules, standards, and directives and fulfilled the duties as outlined in the Staff Manual
Member Service Representative
4 Months- Demonstrated a robust understanding of the principles and practices of effectively marketing financial products and services.
- Maintained appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information.
- Initiated and led conversations to identify and assess member needs, enhancing overall member satisfaction.
- Demonstrated the ability to give sound advice considering our members’ best interests and assist members with any questions and help them understand complex or intimidating topics.
- Experienced in member service operations, including a comprehensive understanding of member needs, in order to exceed their financial goals.
- Skilled in setting up, servicing, unlocking and troubleshooting for Online/Mobile banking issues and Personal Audio Teller.
- Established new membership, maintenance accounts, open Checking Accounts, IRAs, Business Accounts, Certificate of Deposit, and Special Accounts.
- Proactively retained accounts and ensured the effective closure of all accounts.
- Handled member interaction and transactions at the branch such as but not limited to large deposits, cash advances, wires, and saving bonds.
- Processed incoming mail and return mail.
- Processed corporate checks, on-us checks, temporary checks, line-of-credit advances, account transfers, payoffs, and all negotiable instruments.
- Fulfilled member service requests and conducted thorough research to promptly resolve any discrepancies.
- Collaborated with the consumer loan department in taking application and facilitating loan closings.
- Processed loan maintenance, due date changes, release of liens, vehicle shipments letters, CPI (Insurtrak), and replacing of collateral.
- Proactively cross-selled and maintained GAP, DPW, Warranties, and Credit Life/Credit Disability.
- Maintained interpersonal and communication skills, including the ability to positively interact with team, management, vendors, and members; proficiency in effective verbal and written communication.
- Held the ability to multi-task, effectively organize, plan, and manage time while applying critical thinking and problem-solving skills.
- Knowledgeable of functions relating to cash and ATM operations and assist in placing travel notes, disputes, fraud cases and general account maintenance. Issued and activated debit cards as well as assist in training member to use ATMs and ITM.
- Resolved complex situations and diffused escalated interactions, ensuring positive experiences for members through audio and video interactions.
- Assisted in auditing signature cards.
- Reviewed and processed required form for power-of-attorney, also offered notary services.
- Attended required trainings and demonstrated a willingness to keep learning.
- Completed with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP).
- Attended required annual BSA training and required compliance trainings.
- Assisted with other duties as assigned or identified.
Teller Center Representative
3 Years 1 Month- Completed member service transactions in line with GECU service standards, including posting withdrawals, loan payments, deposits, and balance drawer and ITM reconciliation at shift's end.
- Creates memorable member experiences through exceptional member interactions which include enthusiastic greetings and closing phrases.
- Created opportunities to cross-sell credit union products and services, helping members identify financial needs and meet individual and credit union goals.
- Ensures that members’ accounts are handled accurately.
- Good understanding of check negotiation and placement of check holds to mitigate check fraud losses.
- Educated members on using remote services, including real-time ATMs, ITMs, and mobile banking, enhancing their access to banking services.
- Educates members in the use of our remote services to include and not limited to real-time taking ATMs, ITMs, Mobile, and the convenience our neighborhood branches bring to our community.
- Makes judgment decisions regarding tickler lockouts, warning information, altered items, and stale-dated checks after gaining sufficient experience.
- Acquires knowledge of audit items/questions to include security procedures to comply with Credit Union security and safety procedures. This includes participating in branch audits periodically.
- Exercises professionalism and good judgment with members and coworkers.
- Maintain and understand compliance to ensure that work complies with GECU’s established policies, procedures, and applicable regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC).
Member Service Representative
3 Years 2 Months- Processes various transactions at the member service representative window, including posting withdrawals, loan payments, deposits, and line of credit advances.
- Ensures that all cash transactions are performed accurately.
- Ensure that members’ accounts are credited properly.
- Balanced member service representative drawer daily, contributing to accurate financial reporting and accountability.
- Assists Member Service Supervisors with the balancing of vaults and TCD.
- Assists with ITM and posting depository transactions.
- Ensured accuracy of all cash transactions, maintaining financial integrity and trust with members.
- Cross-sold credit union services to enhance member engagement and increase product awareness.
- Knowledge of all credit union procedures and policies applying to the Member Service Representative position.
- Maintain and understand compliance to ensure that work complies with GECU's established policies, procedures, and applicable regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC).
- Performed VOE duties with gained experience.
- Makes judgment decisions regarding tickler lockouts, warning information, altered items, and post-stale-dated checks after gaining sufficient experience.
- Runs partial bank deposits.
- Assists MSS counter as needed with gained experience.
- Assists with heavy lifting when needed.
- Performs VOE duties when needed with gained experience.
- Basic skills such as typing, using calculators or adding machines, obtaining status, and posting on computer terminals.
- Awareness of security when dealing with cash, keys, and other areas of GECU.
- Providing quality service is the primary responsibility of this position.
- Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook.
- Even temperament and the ability to work well under pressure.
- Good judgment and tact in dealing with the membership.
VOE (Vocational Office Educational Student Trainee)
1 Year- Distributed all incoming mail from USPS.
- Opened and distributed incoming mail/ bags from all GECU neighborhood branches.
- Opened and distributed incoming mail and bags from all GECU neighborhood branches to ensure timely delivery to departments.
- Collected mail from UPS, USPS, FedEx, and other incoming companies.
- Distributed outgoing mail to every trunk going out to GECU neighborhood branches.
- Closed every trunk with the proper key given by the supervisor.
- Made copies of all incoming mail.
- Collected mail from UPS, USPS, FedEx, and other sources to maintain a comprehensive mail flow for the organization.
- Properly put away copies of mail for further documentation.
- Placed mail-in assigned cubbies for specific departments.
- Ensured proper recipient signed for all copies of mail to maintain accurate documentation and accountability.
- Updated the inventory on Aestiva computer-based application.
- Completed various tasks assigned by managers and supervisors.
- Conducted duties professionally.
- Reported to work punctually as scheduled.
- A V.O.E.’s purpose is not only to progress and gain experience through their Co-op class by applying skills to their job, but also to learn, make mistakes, and learn from them to be prepared for the ‘real’ world.
Education
Bachelor of Science - Counseling and Community Psychology
Associate of Arts - Psychology
High School Diploma
Skills
Customer Service
Active Listening
Problem Solving
Team Collaboration
Adaptability
Relationship Building
LANGUAGES
English
Native or Bilingual
Spanish
Full Professional
INTERNSHIP EXPERIENCE
CCP Student Research Internship
New Mexico State University - Las Cruces, NM
01.2024 - 05.2024
- Organized research articles by main idea, enhancing accessibility for future reference.
- Developed bibliographies summarizing abstract synopses of each research article, facilitating streamlined research.
- Searched for peer-reviewed journal articles in school database, contributing to comprehensive literature review.
- Organized research articles by the main idea of each article in alphabetical order. Constructed a measure on types of self-care.
CCP Student Clinical Internship
New Mexico State University - Las Cruces, NM
08.2023 - 12.2023
- Acquired knowledge of New Mexico graduation requirements, focusing on attendance and credit attainment.
- Became familiar with roles and expectations as a School Counselor Intern.
- Became familiar with ACA and School Counselor’s code of ethics.
- Performed outreach to RGPI students regarding attendance, graduation, and dual credit concerns.
- Conducted outreach to RGPI students to address attendance, graduation, and dual credit issues.
- Developed professional competencies in the counseling field.
- Developed individual and group communication and presentation skills.
- Developed organizational and case management skills.
- Maintained professional and regular communication with the on-site supervisor during the semester.
- Maintained professional appearance, responsiveness, and participation with research faculty and team members including timely completion of activities and responsibilities.
- Provided completion and documentation of the goals and objectives outlined in conjunction with the on-site supervisor.
- Ensured consistent communication with on-site supervisor throughout the semester.
- Attended all required training and meetings as the on-site supervisor specified.
- Respected site’s rules, procedures, and policies.
- Established and worked regular hours as outlined in the original internship agreement.
- Became familiar with New Mexico graduation requirements including attendance maintenance and credit attainment.
Timeline
Camp Counselor
WinShape Camps
05.2026 - 07.2026Read More
Member Service Representative
Raiz Federal Credit Union
11.2025 - 03.2026Read More
Teller Center Representative
GECU
09.2022 - 10.2025Read More
Member Service Representative
GECU
07.2019 - 09.2022Read More
VOE (Vocational Office Educational Student Trainee)
GECU
07.2018 - 07.2019Read More
Canutillo High School
High School Diploma
Read More
El Paso Community College
Associate of Arts from Psychology
Read More
New Mexico State University
Bachelor of Science from Counseling and Community Psychology
Read More