Jose Cortez
Westminster,CA
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent Member relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to impact the department's success positively. Dedicated to applying training and monitoring abilities to enhance the team's engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Sr. Member Care Representative
SchoolsFirst Federal Credit Union
01.2016 - Current
- Use strong analytical skill to identify trends and interpret regulatory changes
- Act as department resource for complex issues and non-routine inquires
- Provide training and development to other departments and branches
- Lead onboarding of new Member Care Representatives and creation of job aids
- Assist with high-touch escalated Members situations as needed for account exceptions.
- Offer coaching to team members during call observations and VOM situations to enhance the team's development.
- Collaborate with other departments to resolve trends or issues quickly and effectively
Member Service Representative III
SchoolsFirst Federal Credit Union
01.2012 - 01.2016
- Coach new team members to utilize their consultative service skills
- Work closely with management to train, lead, and supervise other team members
- Assist every Member with excellent personalized service
- Advise Members on products and services
- Provide support to all areas of the branch.
Lead Teller
JPMorgan Chase
01.2006 - 01.2011
- Ensure daily transactions are in balance and completion of reports are done in a timely matter
- Coach and supervise tellers in providing excellent customer service
- Work closely with branch team in implementing branch efficiency and sense of urgency
- Ensure compliance and audit standards are up to date
- Resolve customer issues accurately and efficiently
- Serve as a mentor to staff including Tellers, Personal Bankers and Management.
Education
Business Analysis Certificate -
University of California, Irvine
Irvine, CA06.2024
Associates Degree -
Orange Coast college
Costa mesa, CA01.2011
Skills
- Team Player
- Capable problem solver
- Excellent ability to adapt to difficult situations
- Detail Oriented
- Bilingual-Spanish
- Leadership Skills
- Excellent organizational skills
- Problem Resolution
- Employee Coaching
- Data Management
References
Available upon request
Timeline
Sr. Member Care Representative
SchoolsFirst Federal Credit Union
01.2016 - Current
Member Service Representative III
SchoolsFirst Federal Credit Union
01.2012 - 01.2016
Lead Teller
JPMorgan Chase
01.2006 - 01.2011
Business Analysis Certificate -
University of California, Irvine
Associates Degree -
Orange Coast college