Jennifer Robinson
GOLDEN 1 BUSINESS MEMBER SUPPORT
Sacramento,CA
1
Language
1
Certification
16
years of professional experience
Experienced banking professional with a proven track record in business member account onboarding, CIP compliance, account servicing, loan and deposit support, and process improvement. Committed to providing exceptional member service, maintaining operational excellence, and supporting business members in achieving their financial goals.
Work History
Business Account Servicing Specialist
11 Months- CRE Project: Verified addresses, collateral addresses, maturity dates and verifying balances.
- CRE Audit: Audited CRE Property and Liability Insurance. Also reviewed Appraisals for coverage.
- Facilitated initial audit setup for 3rd party vendor by confirming accurate contact information, ensuring compliance for Golden 1 and mitigating risk with the bank.
- Mitigated risk and potential loss for Golden 1 by ensuring commercial properties maintained proper insurance coverage.
- Amount Account Opening Audit: Verifying accuracy of documentation.
- Executed multiple business account openings with Amount, streamlining the onboarding process for new clients.
- Assisted a colleague by observing their first account opening procedures.
- Took on updating the Onboarding Spreadsheet for the team.
- Project from management to help members save money by providing new Treasury changes and options.
- Acquired skills to add authorized signers to accounts.
- Positive experience beginning from new account origination through finalization and funding.
- Gained extensive knowledge of verifying the business's organizational documents, including articles of incorporation, partnership agreements, or other relevant documents based on the business structure.
- Conducted member calls to correct Customer Identification Program (CIP) Issues with the audit process.
- Performed DBA maintenance by adding new DBAs to the system.
- Maintain effective communication with all Credit Union employees to ensure coordination and exchange of information for proper execution of goals.
Business Account and Loan Servicing Representative
6 Months- Executed inbound and outbound welcome calls to assist members with online banking setup and provide guidance on business deposit and lending products.
- Processed Adobe e-sign forms for account maintenance requests. Assisted in enrolling members and adding authorized users as necessary.
- Facilitated procedural updates to enhance alignment with current processes and operational clarity.
- Executed exceptional member service by actively listening, efficiently gathering information, and resolving concerns with empathy and precision.
- Enhanced member satisfaction and loyalty through targeted inquiries and customized solutions.
- Facilitated member education on tools and resources to enhance financial success and optimize product utilization.
- Met daily production deadlines while maintaining high standards of quality and quantity in a fast-paced environment.
- Organized, prioritized, and executed multiple tasks simultaneously with strong attention to detail, ensuring compliance with regulations and internal policies.
Small Business Coaching Queue
2 Years 6 Months- Coach and mentor phone bankers to meet defined productivity and quality metrics.
- Train staff on the concurrent use of different systems to support customers efficiently.
- Traveled to San Antonio, TX, to lead small business expansion for both English and Spanish departments in 2023.
- Lead international virtual training to support small business expansion in Manila, Philippines, (Class of 2024).
- Organized and led meetings to identify service level performance improvements and explore opportunities.
- Coordinated with site leadership to achieve team objectives.
Consumer and Small Business Banking Operations Contact Center Banker (Spanish & English)
3 Years 2 Months- Delivering a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
- Answered customer inquiries promptly across multiple channels, enhancing customer engagement and satisfaction.
- Resolving routine and complex customer inquiries in a friendly, courteous manner.
- Thrived in fast-paced, collaborative environment, maintaining accuracy and effective communication while managing multiple tasks.
- Analyzed customer portfolios to recommend tailored banking products and services, improving clients' financial outcomes.
- Ensure compliance with applicable laws and regulations governing small business lending practices.
- Provided customers with payment assistance and servicing for commercial loans, including Small Business Administration, business real estate financing, Equipment Express, and PPP loans.
- Assisted customers with wire research and case inquiries, offering detailed ACH information.
- Initiated investigations for digital financial transactions.
Representative (Spanish & English) (Part Time)
14 Years 11 Months- Educated families on financial strategies to improve their financial literacy
- Helping families prepare for future life events
- Prepared customized debt resolution plans to assist families in achieving financial stability
- Explained the rule of 72 to families for investment growth
- Developed retirement savings strategies
- Assisted families in establishing college funds
- Advised clients on short-term savings options
- Provided guidance on long-term savings plans
- Recruited, trained, and developed new hires to enhance team capabilities
Office Manager (Spanish & English) (Part Time)
3 Years 3 Months- Manage Regional Vice President’s schedules, calendars and appointments
- Organize office operations and procedures
- Ensure filing systems are maintained and current
- Organize and schedule weekly meetings
- Coordinate schedules, appointments and bookings
- Coordinate travel for annual company conferences for Regional Vice President
- Managed relationships with service providers and landlord, ensuring timely invoicing and payments
- Recruiting staff for the office and providing orientation and training to new recruits
- Ensure that results are measured against standards, while making necessary changes along the way for federal and state audits
- Ensuring office financial objectives are met by preparing annual budget for the office
- Partner with Home Office compliance office to maintain state and federal compliance
- Designed and implemented office policies and procedures to enhance operational effectiveness
- Oversee adherence to office policies and procedures
- Analyze and monitor internal processes
- Implement procedural and policy changes to improve operational efficiency
- Prepare operational reports and schedules to ensure efficiency
- Participate actively in the planning and execution of office and company events
- Ensured security, integrity, and confidentiality of sensitive data across office operations
Instructor (Spanish & English)
4 Years 9 Months- Planning, preparing and delivering lessons to all students in the class
- Teaching according to the educational needs, abilities and achievement of the individual students and groups of students
- Making use of audiovisual and other technological devices during the delivery of the lessons
- Assessed, recorded, and reported on student development, progress, and attainment to inform instructional strategies
- Communicated and collaborated with other instructors to enhance teaching practices and student outcomes
- Advised and collaborated with teachers to develop courses of study, teaching materials, and assessments, ensuring alignment with educational standards
Office Assistant (Spanish & English) (Part time)
2 Years 3 Months- Facilitated orientation and training for new recruits to ensure smooth onboarding
- Participate actively in the planning and execution of office and company events
- Schedule licensing tests for recruits
- Coordinate travel for annual company conferences for Regional Vice President
- Coordinated travel arrangements for invited speakers to enhance conference experiences
- Monitor course completions for recruits
- Coordinate weekly staff meetings
Education
Diploma
Skills
Bilingual communication
Call handling
Knowledge of computer systems: Excel
Communication skills
Knowledge of computer systems: PowerPoint
Detail-oriented organization
Knowledge of computer systems: Zoom
Customer interaction
Data management
Proposal development
Problem resolution
Fast-paced multitasking
Ability to multitask in fast-paced environment
Effective time management
Strong attention to detail and organizational skills
Strong written and verbal communication
Certification
CA Life-Only License, 0G96747, 2010-Present
Languages
Spanish
Native or Bilingual
Timeline
Business Account Servicing Specialist
GOLDEN 1 BUSINESS MEMBER SUPPORT
09.2025 - CurrentRead More
Business Account and Loan Servicing Representative
GOLDEN 1 BUSINESS MEMBER SUPPORT
03.2025 - 09.2025Read More
Small Business Coaching Queue
Wells Fargo
09.2022 - 03.2025Read More
Consumer and Small Business Banking Operations Contact Center Banker (Spanish & English)
Wells Fargo
01.2022 - 03.2025Read More
Office Manager (Spanish & English) (Part Time)
Primerica Financial Services
12.2018 - 03.2022Read More
Instructor (Spanish & English)
State of CA Life Only Licensing
06.2017 - 03.2022Read More
Office Assistant (Spanish & English) (Part time)
Primerica Financial Services
02.2012 - 05.2014Read More
Representative (Spanish & English) (Part Time)
Primerica Financial Services
04.2010 - 03.2025Read More
Theodore Roosevelt High School
Diploma
Read More
Referrals
Upon request
References
References available upon request.
Q1 2026 Cheerleader Award
Recipient of the Q1 2026 Cheerleader Award for exemplifying leadership through encouragement, collaboration, and inclusivity. Dedicated to building strong relationships across teams and ensuring every colleague, from new hires to seasoned professionals, feels supported, respected, and positioned for success.