Maria Moran
Las Vegas,NV
Summary
Professional representative with extensive experience in customer support and relationship management. Expertise in addressing client concerns and implementing solutions that enhance member loyalty. Leverages collaboration and adaptability to meet team goals and drive results, displaying strong communication and organizational skills.
Overview
19
19
years of professional experience
Work History
Contact Center Senior Rep
Clark County Credit Union
02.2025 - Current
- Resolved issues through careful research and follow-up with members.
- Provided detailed performance reports for management review, facilitating data-driven decision making.
- Strengthened client relationships through excellent communication skills and consistent followup.
- Developed strong product knowledge to provide informed recommendations based on individual members needs.
Financial Service Associate
One Nevada Credit Union
02.2006 - 04.2024
- Interview, review, generate and process loan applications for consumer loans
- Responsible for maintaining credit union regulations under BSA, Reg P, SAR, OFAC,
- File CTRs as required under Bank Secrecy Act
- Train, mentor and coach new Financial Service Representative
- Serve as Contact Center Relief Program for overflow calls
- Approve check holds, overrides and fee waivers within established limits
- Complete monthly branch security audits
- Sell Insurance products such as Debt Cancellation,GAP and MMP
- Processes HELOC and 2nd Mortgages MLA Licensed
- Monitor and make recommendations to improve moral and productivity
- Screen members concerns and complaints to avoid escalation
- Open and close IRA
- Provide quality control for new accounts and loans
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
Contact Center Representative II
One Nevada Credit Union
01.2006 - 01.2011
- Follow security features to discuss members account information, password reset and other sensitive member information
- Troubleshoot problems and walk members through upgrades, site navigations and any computer related questions
- Assist E-Branch department by responding to members emails
- Worked directly with Contact Center Director, Team Leaders and Quality Assurance/Monitoring Specialist on projects to meet credit union goals
- Assisted three Call Center Queues; Spanish Queue, Loans by Phone and Member Services Queue
- Received awards for most calls received in a month/year.
- Attained 100% Mystery Shop
Skills
- Attain Credit Union Goals
- Spanish Speaking
- Problem Solving
- Leadership
- Customer Service
- Call Center Assistant
- Teamwork / Collaboration
- Cross Sell
- Product Knowledge
- Multi-Tasking
- Building Effective Relationships
Timeline
Contact Center Senior Rep
Clark County Credit Union
02.2025 - Current
Financial Service Associate
One Nevada Credit Union
02.2006 - 04.2024
Contact Center Representative II
One Nevada Credit Union
01.2006 - 01.2011
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