Joshua Baylon
San Antonio,TX
Summary
Dynamic and results-oriented professional with extensive experience at Credit Human F.C.U., specializing in relationship management and regulatory compliance. Spearheaded initiatives that enhanced member engagement and retention, achieving 100% audit compliance. Excelled in mentoring teams and leading strategic financial planning, demonstrating advanced communication and problem-solving skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Member Relationship Specialist
Credit Human F.C.U.
San Antonio, TX
10.2019 - Current
- Played a foundational role in the University Heights Financial Health Center (FHC), serving as one of the inaugural specialists on the team during its launch, and returned to the division to expand its mission.
- Serve as one of the inaugural Specialist on the FHC Support Team.
- Delivered financial education to members, offering personalized guidance on budgeting, savings plans, and debt reduction strategies to improve financial literacy.
- Consulted with members to assess their financial health, recommending tailored products such as loans, credit cards, and IRAs to align with their financial goals.
- Investigated and resolved fraud cases, ensuring account security and reducing financial risks to both members and the credit union
- Managed escalated member complaints with empathetic and effective solutions, fostering loyalty and maintaining high satisfaction levels
- Processed high-value financial transactions with precision, adhering to regulatory standards and internal compliance policies
- Promoted credit union products and services at community events, fostering goodwill and strengthening member engagement
- Partnered with branch leadership to enhance onboarding processes, streamlining account setup and improving member experience
- Mentored junior team members, sharing best practices to boost service delivery and operational efficiency
- Collaborated with local organizations to promote financial inclusion through tailored programs, expanding the credit union's reach to underserved communities
- Contributed to member retention initiatives by conducting proactive outreach to at-risk members, enhancing satisfaction and sustained engagement
- Consistently recognized for delivering high satisfaction ratings, earning commendations for top-tier member service and performance
eServices Business Operations Analyst
Credit Human F.C.U.
San Antonio, TX
10.2021 - 09.2023
- Spearheaded departmental communications, aligning cross-functional teams for operational success
- Led recurring meetings with internal stakeholders, fostering collaboration and ensuring alignment on strategic goals
- Served as an administrator for the eServices department, overseeing operational tasks and providing key support for organizational initiatives
- Assisted in the development of training programs for frontline staff, enhancing their proficiency with new digital banking tools and services
- Provided direct support to members, employees, and Board of Directors by addressing inquiries about the new digital banking platform
- Presented in FHC Core Training, educating teams on the products and services offered by the eServices department
- Assisted with the approval of invoice breakdowns and approvals for the eServices division, ensuring accuracy and fiscal responsibility
- Performed account reconciliations for internal eServices corporate accounts, maintaining financial accuracy and compliance
- Coordinated the deployment of digital banking tools, enhancing user satisfaction and engagement
- Managed Tier III Issue Support, resolving technical challenges and maintaining service continuity
- Collaborated with vendors to integrate systems effectively, ensuring high service quality
Senior Teller/Account Service Representative Specialist
Credit Human F.C.U.
San Antonio, TX
05.2017 - 10.2019
- Coached and mentored junior tellers on best practices for customer service and processing transactions.
- Balanced bank's vault of daily cash for withdrawals and deposits.
- Oversaw cash management operations, ensuring accuracy and compliance with security protocols
- Performed periodic audits on teller operations to ensure compliance with bank policies and procedures.
- Processed customer transactions accurately and efficiently, including deposits, withdrawals, transfers and loan payments.
- Balanced cash drawer daily and ensured accuracy of all transactions.
Education
Master of Science - Business Management
Tarleton State University, Texas A&M System
Stephenville, TX12.2024
Bachelor of Arts - English & Research
University of Texas at San Antonio
San Antonio, TX05.2019
Associate of Arts - English & Research
San Antonio College
San Antonio, TX05.2017
Skills
- Relationship Management
- Regulatory Compliance
- Financial Analysis and Strategic Planning
- Workflow Management
- Member Engagement and Retention
- Training and Mentorship
- Advanced Communication and Problem-Solving Skills
Certification
- Certified Credit Union Financial Counselor, C.U.N.A., 2027
- State of Texas Notary Certification, 2027
Projects and Achievements
- University Heights FHC Launch, Played a key role in establishing the University Heights Financial Health Center (FHC). Served as one of the first specialists on the FHC Support Team, setting the foundation for its successful operations and member impact.
- FHC Program Development, Established the foundation for the Financial Health Center Program to develop the Knowledge, Skills, Abilities, and Other Characteristics (KSAOs) of Member Relationship Specialists (MRSs). The program is approved and currently being implemented by the Operations Managers.
- Digital Banking Platform Implementation, Acted as a key player in the successful lift of the digital banking platform, creating frontline staff guides for new features and services. Coordinated frontline communications to ensure staff readiness and smooth implementation of changes impacting members.
- Call Center Augmentation Project, Cross-trained to assist members over the phone during the COVID-19 pandemic, supporting the Call Center Augmentation Project to manage increased call volumes and ensure member satisfaction.
- Voice of Member Project, Served on the founding team of the Voice of Member Project, representing the eServices Team and Member Service and Deposits Division at the L2 Level, providing insights to improve member experience.
- MeridianLink In-Branch Pilot, Currently piloting the development of MeridianLink In-Branch, a project aimed at transitioning account openings from Symitar to enhance efficiency and member experience.
- 2025 Budget Preparation, Contributed to the 2025 budget preparation for the 211 Potranco and Houston FHCs by conducting research, projecting figures, and providing forecasts. Justified budgetary recommendations through detailed explanations, ensuring alignment with operational goals.
- Universal Scheduling Development, Designed a universal schedule for Andrew’s regions, fostering uniformity and transparency between leadership and employees, and improving operational coordination.
Timeline
eServices Business Operations Analyst
Credit Human F.C.U.
10.2021 - 09.2023
Member Relationship Specialist
Credit Human F.C.U.
10.2019 - Current
Senior Teller/Account Service Representative Specialist
Credit Human F.C.U.
05.2017 - 10.2019
- Certified Credit Union Financial Counselor, C.U.N.A., 2027
- State of Texas Notary Certification, 2027
Master of Science - Business Management
Tarleton State University, Texas A&M System
Bachelor of Arts - English & Research
University of Texas at San Antonio
Associate of Arts - English & Research
San Antonio College
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