Joshua Mills Baylon
Member Relationship Specialist
San Antonio
Summary
Knowledgeable and dedicated member service professional with extensive experience in the banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain member satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Member Relationship Specialist
Credit Human F.C.U.
9 2023 - Current
- Led member relationship management initiatives, successfully opening and managing various account types, including General Membership, I.R.A.s, secured/unsecured loans, credit cards, and business accounts
- Resolved complex member complaints by employing active listening and empathetic communication, ensuring high levels of member satisfaction
- Developed and proposed tailored financial strategies to address and improve members' financial situations, aiding members in achieving short-term financial goals
- Executed high-level financial transactions with an disbursal limit of $200,000 per request, processing transactions and negotiating competitive CD rates for member retention
- Presented members with various product and service options to meet individual demands.
- Facilitated successful loan application processes by guiding members through each step while adhering to compliance regulations set forth by the credit union.
- Improved member experience by quickly addressing concerns, ensuring positive resolution of issues raised during interactions.
- Participated in community events to promote credit union services, fostering goodwill within the local market.
- Supported branch leadership in the execution of marketing campaigns and promotions aimed at attracting new members and increasing product adoption rates among existing clientele.
- Conducted specialized member procedures, resolving fraud cases and filing S.A.R.s, contributing to a reduction in fraudulent activities
- Assisted members with online banking issues, fraud disputes, and account/loan issues, enhancing digital banking satisfaction
- Enhanced member onboarding efficiency by running O.F.A.C reports, pulling credit reports, and reviewing ChexSystem alerts
- Acted as a back-up advisor on I.T.M.s, processing transactions with high accuracy, ensuring seamless service during peak hours
- Assisted with invoice approvals and annual budget reviews, approving expenses, and ensuring fiscal responsibility and timely payment processing
- Enhanced team proficiency by leading training sessions for new staff members, resulting in improved service delivery and product knowledge
- Maintained compliance standards, successfully passing internal audits with zero discrepancies and improving member retention through targeted initiatives
- Developed and implemented operational procedures, improving branch efficiency and ensuring compliance with all regulatory standards
- Managed branch operations, overseeing budgets and training new staff members, leading to increased operational efficiency
- Developed one-year financial plans for members, helping them achieve financial stability and reduce debt.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Facilitated successful loan application processes by guiding members through each step while adhering to compliance regulations set forth by the credit union
EServices Business Operations Analyst
Credit Human F.C.U.
10.2021 - 09.2023
- Spearheaded departmental communications, streamlining information flow across cross-functional teams and senior leadership to ensure alignment and timely updates
- Managed the preparation and analysis of the department's annual budget, ensuring financial targets were met and promoting fiscal responsibility
- Coordinated the implementation of new processes, leading training sessions to ensure frontline staff adapted effectively to procedural changes, enhancing operational efficiency
- Led Tier III Issue Support, resolving complex technical issues and ensuring minimal disruption to services, maintaining high levels of operational continuity
- Developed and maintained comprehensive business process documentation, enhancing operational transparency and supporting compliance with regulatory standards
- Played a key role in launching the online and mobile banking app, contributing to improved digital services and an enhanced member experience
- Acted as a liaison between the department and external vendors, fostering strong relationships and ensuring high standards of service excellence
- Conducted presentations to senior leadership, providing insights on project status, operational improvements, and strategic initiatives, influencing key decision-making processes.
- Managed cross-functional projects to ensure timely delivery of high-quality results.
- Created new procedures to streamline operations by minimizing average completion times and reducing failure rates.
- Supported leadership team and peers by making informed decisions based on accurate data analysis and insightful recommendations.
- Contributed to annual budget preparation by providing variance reporting and analysis.
- Participated in special and emergent projects, adapting quickly to shifting financial realities to produce exceptional outcomes.
- Spearheaded risk assessment initiatives, proactively addressing potential issues before they escalated into larger problems.
- Coordinated with internal stakeholders during system upgrades, ensuring minimal disruption to daily operations.
- Streamlined business operations by identifying inefficiencies and implementing process improvements.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Created an internal knowledge-sharing platform where employees could share best practices and collaborate on projects more effectively.
- Collaborated with cross-functional teams to identify skill gaps and develop targeted training initiatives.
- Enhanced employee performance by developing and implementing comprehensive training materials.
Member Relationship Specialist
Credit Human F.C.U.
10.2019 - 10.2021
- Led member relationship management initiatives, successfully opening and managing various account types, including General Membership, I.R.A.s, secured/unsecured loans, credit cards, and business accounts
- Resolved complex member complaints by employing active listening and empathetic communication, ensuring high levels of member satisfaction
- Developed and proposed tailored financial strategies to address and improve members' financial situations, aiding members in achieving short-term financial goals
- Executed high-level financial transactions with a disbursal limit of $100,000 per request, processing transactions and negotiating competitive CD rates for member retention
- Presented members with various product and service options to meet individual demands.
- Facilitated successful loan application processes by guiding members through each step while adhering to compliance regulations set forth by the credit union.
- Improved member experience by quickly addressing concerns, ensuring positive resolution of issues raised during interactions.
- Participated in community events to promote credit union services, fostering goodwill within the local market.
- Supported branch leadership in the execution of marketing campaigns and promotions aimed at attracting new members and increasing product adoption rates among existing clientele.
- Conducted specialized member procedures, resolving fraud cases and filing S.A.R.s, contributing to a reduction in fraudulent activities
- Assisted members with online banking issues, fraud disputes, and account/loan issues, enhancing digital banking satisfaction
- Enhanced member onboarding efficiency by running O.F.A.C reports, pulling credit reports, and reviewing ChexSystem alerts
- Acted as a back-up teller on I.T.M.s, processing transactions with high accuracy, ensuring seamless service during peak hours
- Assisted with invoice approvals and annual budget reviews, approving expenses, and ensuring fiscal responsibility and timely payment processing
- Enhanced team proficiency by leading training sessions for new staff members, resulting in improved service delivery and product knowledge
- Maintained compliance standards, successfully passing internal audits with zero discrepancies and improving member retention through targeted initiatives
- Developed and implemented operational procedures, improving branch efficiency and ensuring compliance with all regulatory standards
- Managed branch operations, overseeing budgets and training new staff members, leading to increased operational efficiency
- Developed one-year financial plans for members, helping them achieve financial stability and reduce debt.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
Senior Teller/Account Service Representative Specialist
Credit Human F.C.U.
05.2017 - 10.2019
- Trained and mentored new Tellers and ASRs, equipping them with the skills and knowledge necessary to excel in their roles
- Developed and implemented training programs that improved performance and ensured strict adherence to company policies
- Managed day-to-day operations of teller lines, ensuring efficient service delivery, compliance with financial regulations, and smooth branch operations
- Resolved complex member issues, including fraud investigations and account discrepancies, effectively maintaining high levels of member trust and satisfaction
- Oversaw branch cash management, ensuring the accuracy of cash drawer balancing, the security of vault operations, and strict compliance with security protocols
- Provided leadership during branch audits, contributing to successful compliance with regulatory standards and enhancing the branch's operational integrity
- Facilitated the implementation of new processes and procedures, ensuring smooth transitions and staff readiness, leading to improved operational efficiency.
Education
Master of Science - Business Management
Tarleton State University - Texas A&M System
Stephenville, TX 12.2024 -
Bachelor of Arts - English & Research
The University of Texas At San Antonio
San Antonio, TX 05.2001 - 2019.05
Associate of Arts: English & Research - undefined
San Antonio College
High School Diploma - undefined
Roosevelt High School: Engineering & Technology Academy
Skills
Exceptional communication
Process Improvement
Report Preparation
Analytical Thinking
Workflow Management
Data entry proficiency
Member Engagement & Service
Financial Acumen
Product Knowledge
Exceptional communication
Credit Human Trainings:
- Teller Training
- Account Service Representative Training
- Senior Teller Training
- FHC Core Training
- Dynamic Inquiry Training
- Self-Knowledge
- Leadership Framework Training
- MeridianLink Loan Pilot Training
Accomplishments
Projects & Key Accomplishments
- Master's Course Training and Development: Developed a comprehensive mock Financial Health Center Program as part of a master's course project. - Completed in 2024.
- Master's Class Fundraiser: Managed the Purple Pantry Food Shelter project, resulting in significant community engagement and support. - Completed in 2023.
- Debit Card Contactless Project: Assisted with testing and frontline communications, leading to a successful launch and increased member adoption. Completed in March 2024.
- Product Library & Guide Creations for eServices Sharepoint site . - Completed 2023-2024.
- Debit Card Cashback Rewards Project: Conducted testing for the project, contributing to its successful rollout and positive member feedback. Completed in 2024.
- New F.H.C Opening: Coordinated the opening and management of a new Financial Health Center (F.H.C) for Credit Human Federal Union, ensuring smooth operations from day one. Completed 2022.
- Online and Mobile Banking App Deployment: Assisted with deployment and training frontline staff, leading to a successful launch with high adoption rates. Launched September 2022.
- Member Financial Stories: Captured over 200 member stories on financial health and current financial situations, providing valuable insights for member engagement strategies. - Ongoing
- Presented Member Story to the Credit Human Board of Directors:
- Presented a member story to the Credit Human Board of Directors, influencing decision-making on member-focused initiatives. Completed - August 2021.
- MeridianLink In-Branch Project for Membership and Lending Application: Serving as the primary point of contact, ensuring smooth project execution and ongoing improvements. Ongoing.
- 2025 Budget Input for 211 Potranco FHC: Primary point of contact for budget input, contributing to accurate and effective budget planning. Ongoing.
- Back-Up Point of Contact for Houston FHC 2025 Budget: Supported the financial planning and budgeting process for the upcoming Houston Financial Health Center, ensuring thorough preparation and successful execution. Ongoing.
- FHC Community Milestones: SA Hope: Transitioned relationship from prospecting to engagement by presenting financial health presentations, leading to increased community involvement. Ongoing as of August 2024.
Certifications
- Certified Credit Union Financial Counselor – C.U.N.A. (Commission expires 2027)
- State of Texas Notary Certification (Commission valid until 2027)
References
- Marilyn Crisp, Quality Assurance Specialist, 210-983-9509
- Serena Aina, Lead Loan Processor, 210-912-2196
- Angelica Martinez, Compliance & Quality Assurance Analyst, 210-983-9509
- Roxane Alvarez , Member Relationship Specialist
Timeline
Master of Science - Business Management
Tarleton State University - Texas A&M System
12.2024 -
EServices Business Operations Analyst
Credit Human F.C.U.
10.2021 - 09.2023
Member Relationship Specialist
Credit Human F.C.U.
10.2019 - 10.2021
Senior Teller/Account Service Representative Specialist
Credit Human F.C.U.
05.2017 - 10.2019
Bachelor of Arts - English & Research
The University of Texas At San Antonio
05.2001 - 2019.05
Member Relationship Specialist
Credit Human F.C.U.
9 2023 - Current
Associate of Arts: English & Research - undefined
San Antonio College
High School Diploma - undefined
Roosevelt High School: Engineering & Technology Academy
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