Ma. Dolores Ontiveros
503 Cancun Drive
Los Fresnos,TX
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Lead Member Consultant
Security Service Federal Credit Union
01.2019 - Current
- Leverage cross-selling skills by recommending additional services that are relevant to the members’ needs
- Assisted members with inquiries regarding services and products.
- Maintained accurate records of member interactions and service requests.
- Promoted conversion to indirect members through the Indirect Skip Pay Waiver Promotion Campaign to offer Power Protected Checking product and to meet any additional member needs.
- Engaged in training sessions to improve communication skills and service delivery.
- Contributed to team meetings by sharing insights on member satisfaction trends.
- Conducted comprehensive needs assessments through Best Benefit Guide to recommend suitable products and services for members.
- Collaborated with team members to achieve shared goals and improve overall performance.
- Developed knowledge of products and services to address member needs effectively.
- Educated members on the benefits of various membership options, driving informed decision making.
- Provide professional-based sales along with superior member service to guarantee member satisfaction while contributing to branch growth
- Offer valued-add service to customers by providing notary public services
- Proactively analyzed personal and business prospects to determine our best products to fit their specific needs resulting in significant increase in branch margins
- Provided exceptional customer service while assisting loyal members with general account requests, inquiries and maintenance
- Promoted additional services to existing members, increasing revenue opportunities for the organization.
- Created member to member relationships to help achieve goals – built lasting relationships which increased retention and repeat sales and significantly increase revenue goals
- Suggest financial solutions for members to help meet their financial goals
- Developed strong relationships with members, fostering loyalty and trust.
- Exceeded personal quotas to ensure branch reached their monthly targets
- Consistently upselling items in home loan specialists, financial planner, business banking
- Balance cash drawers and ensure consistent accuracy in all monetary transactions
- Handle difficult members complaints and resolve issues to ensure members are satisfied
- Assisted members with various banking issues, i.e. savings and checking accounts, IRA’s and Certificate of Deposit
- Assist members with Mortgage related products, provide rate quotes and enter mortgage applications. NMLS Registered with State of Texas
- Guided members through financial services, enhancing understanding and engagement with products.
- Resolved member inquiries effectively, ensuring high levels of satisfaction and retention.
Branch Manager
Security Service Federal Credit Union
10.2014 - 01.2019
- Developed and implemented strategic initiatives to drive growth and improve profitability.
- Directed branch operations to enhance member experience and streamline services.
- Mentored staff to ensure compliance with regulatory requirements and operational standards.
- Analyzed financial reports to identify trends and adjust branch strategies accordingly.
- Collaborated with cross-functional teams to launch new products and services for members.
- Oversaw budgeting processes, ensuring efficient allocation of resources across the branch.
- Enhanced staff performance through targeted training demos and ongoing support initiatives.
- Cultivated relationships with members, addressing concerns to foster loyalty and retention.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Resolved complex issues promptly, minimizing negative impact on member experience.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Provided coaching, development, training, disciplinary action, and performance evaluations for branch staff and lower-level management at Branch
- Effectively hires, on-boards and meets with Branch employee
- Responsible for meeting established goals, sales and budget for the Branch according to the Strategic Plan. Proven track record in exceeding required goals in multiple branches.
- Write employee performance reviews, resolve member and employee issues
- Responsible for auditing branch to ensure compliance with administrative and operation procedures, policies and business regulations, as well as ensure branch is up to date with document retention and review internal control
- Actively promotes the marketing of SSFCU products and services and ensures compliance with policies and procedures
- Shares knowledge and effective sales practices with employees
- Responsible for the overall operational soundness of the Branch, identifying and driving efficiencies, expense management and audit controls
- Responsible for the overall operation of high volume, high production. This includes cash operations, member service and facility observation and analysis of the branch to proactively manage the branch workflow
- Promotes/represents the organization at various charity/community functions.
- Assist members with Mortgage related products, provide rate quotes and enter mortgage applications. NMLS Registered with State Texas
- Communicate with my co-workers and peers the company's vision and strategic plan
- Responsible for auditing branch to ensure compliance with administrative and operational procedures, policies and business regulations, as well as ensure branch is up to par with document retention and review internal controls
- Document and report audit findings to Asst. branch manager/staff to correct errors
- Maintain monthly expenses for G/L accounts such as Supply Inventory, Building Maintenance, Member Fee Refund accounts, etc.
- Create, maintain, adhered to service center budget to include career path advancement of employees, and overall facilities, equipment, and expenses for branch
- Coach employees for career path advancement and promotion
- Manage daily operations of the branch to include cash ordering/shipping, maintain weekly and monthly performance reports
Assistant Branch Manager
Security Service Federal Credit Union
10.2008 - 10.2014
- Developed and executed strategic initiatives to drive loan growth and increase membership retention.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Supervised daily operations, ensuring compliance with credit union policies and regulations.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Responsible for analyzing and reporting sales data to Area Branch Manager
- Mentored staff on customer service techniques to enhance member satisfaction and retention.
- Collaborated with management in setting and achieving branch goals, driving overall productivity.
- Utilized in-depth knowledge and expertise in managing a yearly budget, monitoring expenses and reviewing monthly invoices, reconciling monthly budgets
- Trained and developed new team members in alignment with branch service standards and objectives.
- Created an environment of service excellence with sense of urgency.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise member satisfaction ratings.
- Recorded transactions, which involved logging checks, preparing transaction reports, and preparing cash deposits
- Reconciling and reporting any discrepancies found in the records
- Coached and developed branch staff by offering constructive feedback and [Type] training opportunities.
- Interviewed job applicants, creating work schedules for 12 team members
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Orientated, evaluated, and trained newly hired members on all aspects of credit union operations, policies, and guidelines
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Supervised team of 12 branch employees and made recommendations regarding performance evaluations.
- Reviewed personnel time sheets for accuracy and submitted them to Corporate Office for processing
- Ensured that the highest standard for maintaining product quality and excellent customer service was implemented
- Major responsibility as a manager was to ensure compliance within the branch with standard operating procedures.
- Initiated marketing strategies to drive branch sales
- Manager/Headquarters Reports/inquiries submitted timely and accurately
- Conducted monthly team meetings focusing on progress updates, goal-setting sessions, best practices sharing and collaborative problem solving.
Loan Processor Supervisor And Lending Underwriter
Valley Federal Credit Union
05.1994 - 10.2008
- Supervised loan processing team, ensuring timely and accurate completion of applications.
- Developed training programs for new staff, enhancing loan processing knowledge and efficiency.
- Implemented process improvements that reduced turnaround times for loan approvals.
- Conducted performance evaluations, providing feedback to improve individual and team productivity.
- Coordinated with underwriting teams to streamline communication and expedite decision-making processes.
- Optimized document management by implementing a centralized filing system for easy access and retrieval of loan files.
- Identified areas for operational improvement through routine audits of department processes.
- Collaborated with underwriters for faster loan approval processes while maintaining high-quality standards in documentation review.
- Successfully managed a high volume of loans by prioritizing tasks effectively to meet deadlines consistently.
- Reduced processing errors by providing thorough training and ongoing support to the loan processor team.
- Increased member satisfaction by ensuring timely communication with members and addressing concerns promptly.
- Fostered a positive work environment that encouraged teamwork, collaboration, and continuous learning among team members.
- Enhanced accuracy in data entry by creating detailed checklists for loan processors to follow during file reviews.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Evaluated loan applications to ensure compliance with credit union policies and risk assessment standards.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
- Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Worked with members in person and via telephone to answer questions, process transactions, and resolve issues.
- Assisted loan officers with origination and closing processes to fastrack procedures and promote teamwork.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
Education
High School Diploma -
Los Fresnos High School
Los Fresnos, TX06.1992
Skills
- Membership processing
- Sales process
- Product and service sales
- Revenue growth
- Decision-making
- Product knowledge
Accomplishments
- Business Continuity Plan Task Force (2014-2018)
- Assisted in Branch Peer Audit Team (South Texas)
- Collaborated with team of 4 in the Leadership Development Presentation on Coaching/Time Management (11/14/12)
Security Service FCU Project Teams:
Certification
National Mortgage Licensing System - NMLS # 1631264
Timeline
Lead Member Consultant
Security Service Federal Credit Union
01.2019 - Current
Branch Manager
Security Service Federal Credit Union
10.2014 - 01.2019
Assistant Branch Manager
Security Service Federal Credit Union
10.2008 - 10.2014
Loan Processor Supervisor And Lending Underwriter
Valley Federal Credit Union
05.1994 - 10.2008
High School Diploma -
Los Fresnos High School