Summary
Overview
Work History
Education
Skills
References
Timeline
BusinessAnalyst

Kellie Ortiz

Syracuse,UT

Summary

Dear Hiring Manager,

I am writing to express my interest in the Commercial Loan Servicing Specialist II at America First Credit Union with great enthusiasm and would like to put myself forward as a candidate for your consideration. With a proven track record in successfully managing projects from initiation to completion, I am confident in my abilities to contribute effectively to your team. As a highly skilled Supervisor, my experience aligns well with the qualifications you are seeking at America First Credit Union. With my friendly demeanor and attention to detail, I am an ideal candidate for this position, and I will make a valuable addition to your organization.

My ability to adapt to changing project requirements along with strong problem-solving skills, have been instrumental in achieving project objectives within scope, time, and budget constraints.

As a Supervisor, I am well-versed in drafting and reviewing critical financial documents and maintaining a high degree of confidentiality to comply with state and federal. Additionally, my interpersonal skills led to strong member relationships where they have peace of mind that they can trust me with their financial needs. It has also provided opportunities for me to frequently lead interdepartmental projects and drive new programs within our branches that grow our business.

I am drawn to America First Credit Union because of its commitment to innovation and excellence in our community. I welcome the opportunity to contribute my skills and passion to your ongoing growth and success at America First Credit Union.

Enclosed is my resume, which provides further details about my professional background and achievements and look forward to discussing how my skills and experience align with the needs of America First Credit Union.

Thank you for your time and consideration.

Sincerely,

Kellie Ortiz

Overview

17
17
years of professional experience

Work History

Supervisor/Member Service Representative II/Business Development

Northrop Grumman Federal Credit Union
02.2022 - Current
  • As a supervisor, I play a crucial role in managing daily branch operations, leading a team, and delivering exceptional member service
  • My role is vital in ensuring that the credit union operates efficiently, provides excellent member service, and adheres to all industry standards and regulations
  • Initiated a program to effectively monitor and analyze Net Promotor Scores (NPS), creating actionable plans to meet goals, and detailing best practices to better serve our membership based on member feedback
  • This program will now be enacted throughout the region
  • Implemented a streamlined member onboarding process, reducing account setup time by 20%
  • Spearheaded a successful credit analysis project, resulting in improved risk assessment and more informed lending decisions
  • Led training sessions for team members on updated financial regulations, ensuring compliance and enhancing staff knowledge
  • Developed and executed a targeted marketing campaign that increased membership by 15% within six months
  • Collaborated with cross-functional teams to launch a mobile banking app, enhancing member experience and engagement
  • Achieved a 10% reduction in delinquency rates through proactive collection strategies and member outreach
  • Customer Relationship Management: Established and maintained strong relationships with key vendors, negotiating favorable terms that contributed to cost savings
  • Played a pivotal role in the successful migration to a new core banking system, ensuring minimal disruption to member services.

Member Service Representative II

SchoolsFirst Federal Credit Union
07.2018 - 02.2022
  • As a Member Service Representative, my key role was to provide excellent member service and maintain a strong relationship within the organization to assist our members with their financial needs
  • Provide consultative services to members regarding credit union products and services by assessing the member's needs, addressing their concerns, and gaining agreement, leading to new memberships, consumer loan requests, and general consumer loan funding
  • Oversaw the writing and distribution of the credit union's monthly newsletter detailing the latest news, helpful financial tips for members, etc
  • Perform file maintenance including processing requests for a change of address, check orders, ordering ATM/Debit cards, and maintaining the branch's cash and negotiables
  • Implemented cost-saving measures in operational processes, resulting in a 15% decrease in departmental expenses.

CUDL Specialist II Member Service Representative II

Mocse Federal Credit Union
10.2006 - 06.2018
  • Provided comprehensive assistance and support to local dealerships through our Credit Union Direct Lending program to enhance the relationship between dealer and lender resulting in the overall success and reputation of the credit union
  • Processed on average 130 Credit Union Direct Lending 'CUDL' applications, generating $5 million per month
  • Maintained contact with all dealership finance managers to establish a strong working relationship and increase loan referrals
  • Researched and updated all required rate comparison spreadsheets needed for competitive rate pricing
  • Received and completed Home Equity and online consumer applications
  • Completed demands and reconveyances
  • Oversaw the Winter and Summer Skip-A-Payment program
  • Processed approximately 2400 Skip-A-Payments per year
  • Worked closely with the Director of Marketing on business development with local dealerships
  • Knowledge of DMV documentation, including private-party sales, and lease buyouts.

Education

High School Diploma -

Oak Grove High School
San Jose, CA
06.1988

Skills

  • Operations Management
  • Business Development
  • Inventory Control
  • Strategic Planning
  • Schedule Development
  • Process Improvement
  • Staff Management
  • Policy Enforcement
  • Training and Mentoring
  • Goal-Oriented
  • Staff Development
  • Process Monitoring and Improvement

References

References available upon request.

Timeline

Supervisor/Member Service Representative II/Business Development

Northrop Grumman Federal Credit Union
02.2022 - Current

Member Service Representative II

SchoolsFirst Federal Credit Union
07.2018 - 02.2022

CUDL Specialist II Member Service Representative II

Mocse Federal Credit Union
10.2006 - 06.2018

High School Diploma -

Oak Grove High School
Kellie Ortiz