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
Pasadena, CA
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
Upland, CA
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
Rancho Cucamonga, CA
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
Redlands, CA
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
Rialto, CA
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
Banning, CA
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