Louis Gonzalez
Rialto
Summary
Friendly, member-focused financial services professional with experience assisting members in-branch and remotely. Inspired by Golden 1 Credit Union’s mission to “deliver financial solutions with value, convenience, and exceptional service to members,” I am eager to join the team and contribute by guiding members to the right financial solutions while supporting colleagues and achieving team goals. Known for strong communication, collaboration, and problem-solving skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Remote Branch Specialist
Wescom Financial
01.2025 - 06.2025
- Facilitated member transactions in a high-volume remote call center, ensuring accuracy and compliance with financial regulations.
- Provided expert-level support across digital and remote channels, including processing loan applications, opening new accounts, IRAs, CDs, and submitting wire transfers.
- Ordered checks and replacement debit/credit cards efficiently and accurately.
- Advised members on financial products, delivering tailored solutions to enhance satisfaction and engagement.
- Referred members to investment, mortgage, and auto lending services, including MBI/GAP insurance and Autoland, to align with financial goals.
- Assisted with account takeovers, fraud claims, and supported fraud prevention efforts.
- Educated members on digital banking tools (Online Banking, Mobile App, Zelle) to improve security, convenience, and overall engagement.
Virtual Branch Representative
Chaffey Federal Credit Union
12.2022 - 01.2025
- Earned the Credit Union Financial Counselor (FiCEP) Certification from America’s Credit Unions.
- Member of the “Spirit Squad” marketing team, supporting member engagement and promotional initiatives.
- Taught ‘Bite of Reality’ seminars and led financial literacy classes at local high schools to educate youth on financial responsibility.
- Facilitated accurate and efficient member transactions over the phone and in-branch, including account openings, loan applications, wire transfers, and check/card orders.
- Opened Summer Savers accounts for School District employees and provided guidance on account options.
- Educated members on credit union products and services, enhancing understanding, engagement, and satisfaction.
- Cross-sold MBI (Mechanical Breakdown Insurance) and GAP insurance to increase loan protection and member value.
- Referred members to investment representatives, mortgage specialists, and Autoland for tailored financial solutions aligned with their goals.
Patient Access Representative
Pacific Eye Institute
12.2021 - 12.2022
- Facilitated patient registration and appointment scheduling using electronic health record systems.
- Ensured accurate collection of insurance information and verification of benefits for patients.
- Delivered empathetic, solution-focused support to patients while managing high call volume.
- Followed up on doctor referrals to ensure continuity of care.
Call Center Representative III
Alta Vista Credit Union
09.2014 - 12.2021
- Served as a Lead Call Center Representative, onboarding, training, and mentoring new staff in account servicing, cross-selling, and fraud prevention, boosting overall team performance and service quality.
- Managed high volumes of inbound member calls, delivering fast, accurate support and resolving issues through strong communication, problem-solving, and de-escalation skills.
- Opened new accounts and guided members in selecting Credit Union products and services aligned with their financial goals.
- Supported credit union growth by representing the organization at Chamber of Commerce meetings and community events, enhancing visibility and community relationships.
Member Service Representative III
Arrowhead Credit Union
05.2008 - 09.2014
- Provided exceptional member service, addressing member inquiries and resolving issues efficiently.
- Processed account transactions accurately, ensuring compliance with financial regulations and policies.
- Opened new accounts, certificates of deposit (CDs) and IRA accounts for members.
- Processed consumer loan applications, ensuring accuracy and compliance.
- Cross-trained in both operations and platform roles, providing end-to-end support.
- Exceeded monthly goals through expert product knowledge and relationship-building.
Personal Banker
Bank of America
01.2003 - 05.2008
- Promoted from Teller to Teller Coordinator and then Personal Banker in recognition of strong performance and leadership.
- Facilitated account openings for personal and business clients, including CDs and IRAs, and guided clients in choosing appropriate financial products.
- Assisted clients with lending, credit, and investment solutions, driving consistent sales growth.
- Contributed to business development efforts by identifying opportunities and building long-term client relationships.
- Collaborated with management to develop marketing strategies for new banking services.
Education
Bachelor of Arts - Business Management
University of Redlands
Redlands, CA04-2016
A.S. - Business Administration
Mt. San Jacinto College
San Jacinto, CA05-2007
High School Diploma -
Glenview High School
Beaumont, CA06-2001
Skills
- Certified Credit Union Financial Counselor
- Banking & credit union operations Call center & branch operations
- Account opening, new member onboarding, and loan processing (consumer & indirect lending)
- Financial product sales, cross-selling, and business development
- Cash handling, accounts receivable, and compliance/regulatory awareness
- Relationship building, teamwork, coaching, mentoring, and staff development
- Strong verbal & written communication Microsoft Office (Word, Excel, Outlook, OneNote, Teams)
- Tech-savvy with experience in core systems (Symitar/Episys)
- Community service, engagement, and training & development initiatives
- Excellent work ethic and professional integrity
Certification
Certified Credit Union Financial Counselor (CCUFC) - America's Credit Unions, 2024
Timeline
Remote Branch Specialist
Wescom Financial
01.2025 - 06.2025
Virtual Branch Representative
Chaffey Federal Credit Union
12.2022 - 01.2025
Patient Access Representative
Pacific Eye Institute
12.2021 - 12.2022
Call Center Representative III
Alta Vista Credit Union
09.2014 - 12.2021
Member Service Representative III
Arrowhead Credit Union
05.2008 - 09.2014
Personal Banker
Bank of America
01.2003 - 05.2008
Bachelor of Arts - Business Management
University of Redlands
A.S. - Business Administration
Mt. San Jacinto College
High School Diploma -
Glenview High School