Isabel Velasco
Morristown,TN
Summary
Bilingual Financial Services Officer with expertise in enhancing customer experiences and resolving complex inquiries. Proven ability to build trust and improve satisfaction through effective communication and collaboration. Proficient in financial software and committed to continuous improvement.
Overview
5
5
years of professional experience
Work History
Financial Services Officer - Bilingual
ORNL Federal Credit Union
Morristown, TN
01.2025 - Current
- Assisted members in navigating financial products, enhancing overall customer experience.
- Conducted loan application to ensure compliance with credit union policies and regulations.
- Collaborated with team members to improve workflow efficiency and service delivery processes.
- Educated members on financial literacy topics, promoting informed decision-making regarding their finances.
- Improved customer satisfaction with timely resolution of account inquiries and issues.
- Ensured smooth transactions by accurately processing loan applications, account openings, and various banking services requests.
- Built trusted relationships with clients to foster loyalty and promote referrals within the community.
- Handled escalated client concerns diplomatically, finding satisfactory resolutions while adhering to company policies.
- Processed loan applications for various financial products including auto loans, personal loans, credit cards, RVs, motorcycles, and boats. Assisted clients in understanding application requirements and documentation needed.
- Achieved timely processing of member applications, resulting in improved onboarding experiences. Enhanced accuracy of applicant information through diligent verification processes. Contributed to increased member satisfaction by optimizing application workflows.
Teller
ORNL Federal Credit Union
Morristown, TN
06.2023 - 01.2025
- Maintained compliance with credit union policies and federal regulations in all financial transactions.
- Established trust with members by maintaining confidentiality and protecting sensitive financial information.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless member experience.
- Answered member inquiries regarding account balances, transaction history, services charges, and interest rates.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Educated customers on use of banking website and mobile apps.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Executed cash handling procedures to ensure accurate financial transactions.
Call Center Representative
SYKES
Morristown, TN
10.2022 - 06.2023
- Managed high-volume inbound calls, resolving customer inquiries and issues efficiently.
- Provided product information and support, enhancing customer satisfaction through effective communication.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Assistant Team Leader
Dollywood Theme Park
Pigeon Forge, TN
05.2021 - 10.2022
- Assisted in training new employees on operational procedures and customer service standards.
- Monitored daily operations to ensure compliance with safety protocols and guest satisfaction.
- Developed strategies for improving guest experiences based on feedback and observations.
- Monitored team productivity and provided regular progress reports to senior management.
- Monitored inventory levels and assisted in supply management for operational needs.
Education
High School Diploma -
Hamblen West High School
Morristown, TN05-2021
Skills
- Financial software proficiency
- Loan applications
- Team collaboration
- Team building
- Adaptability and flexibility
- Member relationship development
- Continuous improvement
- Excellent communication
- Willing to learn
- Professionalism and courtesy
Languages
Spanish
Native or Bilingual
Timeline
Financial Services Officer - Bilingual
ORNL Federal Credit Union
01.2025 - Current
Teller
ORNL Federal Credit Union
06.2023 - 01.2025
Call Center Representative
SYKES
10.2022 - 06.2023
Assistant Team Leader
Dollywood Theme Park
05.2021 - 10.2022
High School Diploma -
Hamblen West High School