Jessica Lopez
Pasadena
Summary
Elevated from collections to retail department, facilitating professional development and supporting members in their financial journeys. Cultivated partnerships with University of Houston faculty and students through effective financial literacy programs. Recently promoted to a legacy branch, focusing on increasing member services and employee engagement. Achieved an 88% production increase and enhanced NPS score in just ten months.
Overview
13
13
years of professional experience
Work History
Branch Manager
TDECU
Houston, TX
09.2023 - Current
- Led branch operations to ensure adherence to regulations and policies.
- Implemented strategic plans aimed at enhancing member engagement and satisfaction.
- Fostered team performance through effective staff mentorship and professional development initiatives.
- Identified growth opportunities by analyzing financial reports and recommending strategies.
- Optimized resource utilization through effective management of budget allocations.
- Safeguarded branch assets by overseeing comprehensive risk management initiatives.
- Continuously tracked performance metrics, taking corrective actions to meet objectives.
- Achieved and exceeded sales targets by implementing effective strategies.
Assistant Branch Manager
TDECU
Houston, TX
03.2022 - 09.2023
- Directed daily operations, ensuring compliance with organizational policies while enhancing efficiency.
- Analyzed operational reports to identify trends that informed strategic decisions and resource allocation.
- Trained and developed staff through mentorship and tailored training materials for new hires.
- Coordinated workflow management to optimize branch productivity and maintain service quality standards.
- Resolved customer concerns efficiently, contributing to increased satisfaction ratings through problem-solving strategies.
- Supported Branch Manager in daily tasks, ensuring smooth functioning and effective communication within the team.
- Oversaw internal audits with minimal findings, demonstrating strong adherence to bank regulations.
- Fostered professional development of team members, offering constructive feedback and growth opportunities.
Member Champion 2
TDECU – Your Credit Union University of Houston, Texas
Houston, Texas
02.2014 - 03.2022
- Processed new membership and time deposit accounts, including IRAs and certificates of deposit.
- Conducted thorough interviews with loan applicants for consumer loans and provided tailored product guidance.
- Delivered detailed information regarding deposit accounts, rates, service charges, and restrictions.
- Resolved inquiries concerning account status, debit card fraud issues, and loan adjustments efficiently.
- Educated members about TDECU services while directing them to appropriate specialized departments.
- Cross-sold TDECU products during preparation of documentation for new accounts.
- Verified consumer loans for accuracy and eliminated outdated applications through auditing processes.
- Executed loan application processing and credit scoring to facilitate timely funding of approved loans.
Loan Resolution Counselor
TDECU – Your Credit Union Lake Jackson, Texas
Lake Jackson, Texas
09.2012 - 01.2014
- Confer with clients/debtors by telephone to determine reasons for overdue payments and to review the terms of loans to credit contracts and determine appropriate strategy.
- Generate payment plans for clients/debtors.
- Locate and monitor overdue accounts, using computers and a variety of automated systems.
- Locate and notify clients/debtors of delinquent accounts by mail, telephone, in order to solicit payment.
- Negotiate credit extensions when necessary
- Notify credit departments and/or refer for repossession when clients/debtors fail to respond to collections attempts.
- Perform various administrative functions for assigned accounts, such as recording address changes and purging the records of deceased clients/debtors.
- Persuade clients/debtors to pay amount due on credit accounts, deficiency balances, or non-payable checks.
- Receive payments and post amounts to pay to clients/debtors accounts.
- Record information about financial status of clients/debtors and status of collections efforts.
- Trace delinquent clients/debtors to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors.
- Advise clients/debtors of necessary actions and strategies for debt repayment.
Education
Associate - Accounting
San Jacinto College
Pasadena, TexasSkills
- Credit union experience
- Document management skills
- Organizational and negotiation abilities
- Knowledge of economics and accounting
- Influencing and persuasion techniques
- Written and verbal communication proficiency
- Quick mathematical calculations
- Articulate speaking skills
- Fluent in English and Spanish
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Branch Manager
TDECU
09.2023 - Current
Assistant Branch Manager
TDECU
03.2022 - 09.2023
Member Champion 2
TDECU – Your Credit Union University of Houston, Texas
02.2014 - 03.2022
Loan Resolution Counselor
TDECU – Your Credit Union Lake Jackson, Texas
09.2012 - 01.2014
Associate - Accounting
San Jacinto College