Marco Santillan
Summary
Seeking a supervisor position where I can use my strong organizational and communication skills to effectively manage projects and ensure timely delivery. Committed to empowering and developing team members through coaching and mentorship, I am determined to fostering a collaborative environment that encourages growth, innovation, and high performance while aligning team efforts with organizational objectives.
Overview
24
24
years of professional experience
Work History
Member Care Escalations Representative
Golden 1 Credit Union
10.2022 - Current
- Strong interpersonal skills in maintaining positive relations with members, departments, and branches
- Training frontline team members and less experienced team members with Asset Management processes and provide technical guidance
- Able to provide departmental oversight in the absence of the manager or supervisor.
- Strong negotiation skills to generate acceptable repayment plans and resolve delinquent accounts.
- Extensive knowledge in Member Care Department specialties such as negative shares, repossessions, suits, foreclosures, and bankruptcies.
- Proficient in processing repossession reinstatement and redemption requests.
- Thorough understanding of charge off accounts and related expulsion process.
- Up-to-date knowledge of state and federal laws, including bank secrecy and anti-money laundering regulations.
- Detail-oriented in reviewing and documenting account summaries for escalated Member Care efforts.
- Experienced in maintaining records for restricted delinquent and negative accounts.
- Familiarity with other Credit Union products, procedures, and systems.
- Capable of assisting with escalated calls and supporting the Manager/Supervisor as needed.
- Skilled in researching and responding to inquiries on delinquent loans and account issues.
- Monitor compliance with credit union policies and Fair Debt Collection Practices.
- Flexible to help in various areas of the Collection Department.
- Consistently meet performance standards to support department goals.
Consumer Loan Servicing
Golden 1 Credit Union
11.2019 - 10.2022
- Tech I&II
- Golden 1 Credit Union, Promoted within two years for exceeding departments expectations
- Processing and perfecting titles
- Working with DMV and processing transactions
- Proved successful working within tight deadlines and a fast-paced environment.
- Explaining DMV policies to Members, branches, and consumer loan fulfillment team
- Review DMV reports to identify outstanding titles and contact Members, dealers or other financial institutions to perfect titles
- Research and resolve disputes in all aspects of servicing of loan
- Assist with training frontline team members and less experienced team members with consumer loan processes and provide technical guidance
- Manage large amount of inbound calls in a timely matter
- Working directly with insurance companies to process letters of guarantee
- Assisting members with out of state title transfers
- Posting checks to pay off loans.
Restaurant General Manager
Kentucky Fried Chicken
04.2001 - 11.2019
- Hire, supervise, and as necessary terminate employees
- Purchase supplies and inventory from approved distributors for the restaurant as deemed necessary to optimize profits and minimize waste
- Organize reports and invoices
- Organize, plan, and direct all daily work activities including, but not limited to, product preparation,customer service, property maintenance, and cleaning
- Analyze financial reports and make sales projections to optimize costs
- Create performance standards for employees and give periodic employee evaluations
- Count money and make bank deposits
- Investigate and resolve complaints regarding food quality, service, or accommodations
- Schedule staff hours and assign duties
- Maintain food and equipment inventories, and keep inventory records
- Review work procedures and operational problems to determine ways to improve service, performance,or safety
- Recognizing talent, developing, and promoting employees.
Education
Visions in Education
Sacramento, CA2003
Skills
- Risk Management
- Adaptability
- Problem Solving
- Communication to effectively convey project goals
- Complaint resolution
- Recordkeeping strengths
- Staff education and training
- Service recommendations
- Schedule Management
- Active Listening
- Document oversight
- Product development
Languages
Spanish
Native or Bilingual
Accomplishments
- 2010 Superior Manager award
- 2014 Top Ten Manager Award
- 2015 Top Ten Manager Award
- 2016 Top Ten Manager Award
- 2017 Top Ten Manager Award
- 2017 Harmans Hall Of Fame
- 2018 Superior Manager Award
Timeline
Member Care Escalations Representative
Golden 1 Credit Union
10.2022 - Current
Consumer Loan Servicing
Golden 1 Credit Union
11.2019 - 10.2022
Restaurant General Manager
Kentucky Fried Chicken
04.2001 - 11.2019
Visions in Education
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