KIARASELIS ROJAS
Orlando,FL
Summary
Results-driven professional with experience managing branch operations and leading teams. Optimize workflows to improve productivity and customer/member satisfaction. Execute strategic initiatives to achieve measurable operational goals.
Overview
7
7
years of professional experience
Work History
Assistant Branch Manager
VyStar Credit Union
Orlando, FL
04.2024 - 08.2026
- Lead daily branch operations while ensuring compliance with internal policies, banking regulations, and operational procedures in a high-volume environment.
- Resolved complex member account issues, and escalated high-risk activity to management, ensuring prompt attention and compliance with regulations.
- Collaborated with operations, lending, and support teams to resolve account discrepancies, enhancing overall workflow efficiency.
- Monitored branch operational practices and implemented process improvements that strengthened operational integrity, and mitigated risk.
- Coach and develop staff on compliance expectations, system procedures, and member account handling best practices.
- Review member documentation and account activity to maintain accuracy, security, and adherence to compliance standards.
- Assisted in opening and developing a new branch location that achieved Rookie of the Year recognition.
Member Service Manager
Fairwinds Credit Union
Orlando, FL
09.2021 - 03.2024
- Managed daily branch operations while ensuring compliance with banking
- Procedures, operational policies, and security standards.
- Oversaw account servicing, member escalations, and complex transaction
- Resolution with a focus on accuracy and risk awareness.
- Reviewed member documentation and account information to ensure
- Procedural compliance and proper account maintenance.
- Lead Member Service Representative
- Member Service Representative I & II
- Assisted with resolving account discrepancies and escalated higher-risk
- Concerns to appropriate leadership channels.
- Trained and coached staff on operational procedures, account handling
- Compliance expectations, and service standards.
- Supported onboarding and development of new hires, including systems and
- Compliance training.
- Served as manager on duty, handling sensitive member situations and
- Operational escalations.
Lead MSR
Fairwinds Credit Union
Orlando, FL
05.2021 - 09.2021
- Supported daily member service operations, and assisted leadership with workflow coordination and issue resolution.
- Assisted with onboarding and training team members on systems, account procedures, and compliance requirements.
- Reviewed transactions and account servicing activities for operational accuracy and consistency.
- Provided real-time coaching and support to ensure adherence to internal procedures, and service standards.
Member Service Representative I & II
Fairwinds Credit Union
Orlando, FL
06.2019 - 05.2021
- Assisted members with account maintenance, transactions, and product education while ensuring compliance with internal procedures.
- Performed detailed account servicing and handled complex member requests with accuracy and professionalism.
- Verified member information and documentation during account-related interactions and onboarding processes.
- Developed a strong foundational knowledge of banking operations, account procedures, and compliance standards.
Education
Bachelor of Arts (B.A.) - Integrated Studies
University of Central Florida
Orlando, FLAssociate of Arts - Accounting
Valencia State College
Orlando, FLSkills
- Bilingual (English and Spanish)
- Core Banking Systems (FIS Atlas, Fiserv DNA, Symitar, Synapsis, Meridian Link, CRM Systems)
- Regulatory compliance
- Risk Mitigation
- Business Development
- Operational Auditing and Accuracy
- Staff Training and Development
- Proficient in MS Office
- Branch Operations Management
- Notary Public
Timeline
Assistant Branch Manager
VyStar Credit Union
04.2024 - 08.2026
Member Service Manager
Fairwinds Credit Union
09.2021 - 03.2024
Lead MSR
Fairwinds Credit Union
05.2021 - 09.2021
Member Service Representative I & II
Fairwinds Credit Union
06.2019 - 05.2021
Bachelor of Arts (B.A.) - Integrated Studies
University of Central Florida
Associate of Arts - Accounting
Valencia State College