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
- 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
- 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
- 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
- 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
- Hire, train, and retain employees to limit turnover
- Coach employees for career path advancement and promotion
- Manage daily operations of the service center to include cash ordering/shipping, maintain weekly and monthly performance reports
- Write employee performance reviews, resolve member and employee issues
- Audited loans, traveler’s cheques, money orders, alarms, cash, and other documents
- Constructed schedule for service center
- Performed all vault operations
- Acted as an OJT coach
- Acted as manager in their absence
- Assisted members with various banking issues, i.e. savings and checking accounts, loans, etc.
Assistant Branch Manager
Security Service Federal Credit Union
10.2008 - 10.2014
- 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 urgency
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Reconciling cash drawers
- 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
- Audited loans, traveler’s cheques, money orders, alarms, cash, and other documents
- Constructed schedule for service center
- Performed all vault operations
- Acted as an OJT coach
- Acted as branch manager in their absence
Loan Processor Supervisor And Lending Underwriter
Valley Federal Credit Union
05.1994 - 10.2008
- Assessing loan applicants’ eligibility and analyzing their credit standings.
- Finalizing loan contracts and ensuring compliance with regulations.
- Communicating with clients and cultivating referral networks.
- Preparing loan files and submitting them to banks or mortgage lenders for approval.
- Verifying information and coordinating with various parties to collect necessary documentation
- Maintain database by entering new and updated customers and account information.
- Maintain customer information confidential.
- Verify customer and account information accuracy and make necessary corrections.
- Maintain logs of processed, paid out and charged off loans.
- Daily reconcilement of assigned general ledgers.
- Train new and existing employees in the lending process.
- Review and determine if a borrower’s loan application is an acceptable risk within the approval limit.
- Make quality judgment and interpret loan documentation received in files.
- Accurately input data into system as needed.
- Meet timelines of necessary disclosures.
- Ensure compliance standards are met.
- Ensure all information on loan process is correct.
- Participate in the effectiveness, efficiency and workflow of the team
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
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