Jessica Gonzales
Oswego,IL
Summary
Experienced professional with a strong background in research, investigation, and managing escalations. Adept at ensuring cases are thoroughly documented, accurately represented, and resolved based on severity. Skilled in peer-to-peer coaching, guiding specialists on case handling, and providing actionable feedback to enhance performance. Proficient in coordinating cross-functional efforts to address high-profile issues and ensure timely responses. Strong communicator with a customer-first approach, experienced in initiating outreach to resolve and de-escalate issues while providing actionable feedback and appropriate compensation. Recognized for providing subject matter expertise, escalation support, and guidance to teams and partners to drive resolution and improve processes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Member Service Consultant
Alliant Credit Union
01.2019 - 08.2024
- Responded to customer inquiries promptly and professionally via email and chat platforms
- Provided accurate information and assistance regarding products, services, and policies
- Resolved customer issues efficiently, ensuring high levels of customer satisfaction
- Handled a high volume of customer interactions daily, maintaining a positive and helpful attitude
- Utilized CRM software to document interactions and track resolutions
- Collaborated with other team members and departments to escalate and resolve complex issues
- Contributed to the development and improvement of customer service protocols and procedures
- Monitored customer feedback and reported recurring issues to management for continuous improvement
- Maintained up-to-date knowledge of company offerings and industry trends to provide informed assistance
- Achieved and exceeded performance targets, including response time, resolution time, and customer satisfaction ratings
Branch Loan Consultant
Alliant Credit Union
04.2013 - 01.2019
- Originated, reviewed, processed, closed and administered customer loan proposals
- Developed and maintained relationships with local dealerships and members
- Submitted loan applications to the underwriter for verification and recommendations
- Developed prospects for new loans by conducting120 cold calls weekly
- Successfully closed an average of $900,000 loans per month
- Reviewed and edited loan agreements to ensure accuracy
- Complied with regulatory requirements, including the Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act
Branch Member Service Consultant
Alliant Credit Union
06.2010 - 04.2013
- Identify and evaluate member's financial needs from members within the sales tracking and referral system and recommend the appropriate product solutions and services using needs-based sales techniques
- Independently handles routine and more complex member inquiries with a goal of first-point-of-contact resolution and limited escalation
- Processes financial transactions on member's accounts: deposits, withdrawals, wire transfers, payments, cash-advances, and product and service maintenance
- Act as a member advocate at all times and consistently meets or exceeds individual member satisfaction targets within the branch
- Make consumer loan, Visa, mortgage, and investment referrals to internal business partners that result in increased balance growth
- Participates in targeted product campaigns and achieves individual product sales targets for deposit accounts and VISA originations
- Facilitates member outbound calling, including new member welcome calls and other targeted campaigns and promotions
- Build positive relationships with members, assess member requirements, and recommend financial solutions
- Strong leadership skills
- Received 'Star' service award
- Maintained friendly and professional customer interactions
- Displays strong leadership skills
Customer Service Representative
Valley National Bank
06.2008 - 12.2010
- Review new accounts to ensure employees are adhering to Bank AML/CIP policy
- Ensure Bank policies and procedures are complied with by branch staff
- Problem resolution
- Coach teller staff on products and services as well as cross sell opportunities
- Create Business Development strategies
- Open new consumer and business accounts – checking, savings, Home Equity Loans, Lines of credit
- Refer customers to appropriate lines of business- Merchant Services, Mortgages, and Investments
- Train staff on delivering superior customer service
- Assist clients with inquires
Education
Associate of Science - undefined
College of DuPage
Glen Ellyn, ILSkills
- Positive and friendly
- People-oriented
- Detail-oriented
- Self-motivated
- Exceptional time management skills
- Excellent work ethic
- Team building expertise
- Strong interpersonal skills
- Strong conflict resolution skills
- Goal-oriented
- Creative problem solver
- Exceptional communication skills
- Strategic sales knowledge
- Leadership Skills
- Highly competitive
- Collaboration
Certification
- CNA Certified
- CPR Certified
Timeline
Member Service Consultant
Alliant Credit Union
01.2019 - 08.2024
Branch Loan Consultant
Alliant Credit Union
04.2013 - 01.2019
Branch Member Service Consultant
Alliant Credit Union
06.2010 - 04.2013
Customer Service Representative
Valley National Bank
06.2008 - 12.2010
Associate of Science - undefined
College of DuPage
- CNA Certified
- CPR Certified
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