Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Melissa Martinez

San Antonio,TX

Summary

Dynamic USAA professional adept in risk management and effective communication, demonstrated through resolving CEO-level complaints and leading team training initiatives. Excelled in cross-functional roles, enhancing member experience and compliance. Showcased flexibility and teamwork, significantly contributing to process improvements and regulatory audit success. Proficient in PEGA and collaborative problem-solving.

Overview

17
17
years of professional experience

Work History

Bank Advocacy Advisor Senior – Deposits, Credit Card, MDS and Real Estate

USAA
San Antonio, USA
06.2020 - Current
  • Handling of CEO complaints to include contacting members on first day of assignment, assuring concerns are addressed in a timely manner
  • Delivers timely, accurate and appropriate resolution to complex consumer and regulatory complaints related to Reg E, Reg CC, FACTA, FCRA, REG Z, HUD’s REG X, FDCPA and UDAAP regarding fraud/security concerns escalated to USAA executives, including but not limited to CEO, the executive management group and board of directors
  • Writing detailed risk-based research with hard deadlines
  • Responsible for analyzing and identifying the root cause of members concerns to provide satisfactory resolutions by collaborating and escalating to the appropriate COSA’s
  • Knowledge of bank policies, laws and regulations and procedures
  • Maintaining good quality metrics while maintaining SLO
  • Selected to help facilitate training for First Contact Resolution Advocates (new hires) and Level 2 Advocates
  • Regularly selected to represent Member Advocacy through Job Shadow with other departments to include Executives
  • Selected to represent Y-Cord with Executive Management Group leaders in 2023
  • Selected to assist in reviewing complaints due to an OCC audit and was able to overturn a members fraud claim while auditing calls
  • Cross Skilled in MDS, Deposits, Credit Card and Real Estate
  • Provided Business Support through workload management for Bank Important Notices
  • Responsible to manage workload amongst teams to ensure its evenly distributed
  • Also responsible to identify workload that required reassignment due to a natural disaster preventing Advocates from being able to work

Bank Member Advocacy 1

USAA
San Antonio, USA
10.2019 - 06.2020
  • Handling of CEO complaints and contacting members on first day of assignment and ensuring concerns are addressed in a timely, professional manner
  • Handling of calls in a professional manner and providing accurate complaint resolutions as well as intake any feedback given to us from our members
  • Knowledge of bank processes and procedures as well as maintaining good quality metrics

Executive Resolution Team

USAA
San Antonio, USA
06.2012 - 10.2019
  • Effectively respond to members call inquiring on the status of their loan application
  • Able to review the notes, review the loan requirements and advise the member of what is needed for the loan
  • Effectively answer any questions the member may have with the processing of their loan
  • Lead a team of over 50 contractors who conducted our 3rd party Verification of Employments (VOE) for fulfillment
  • I was responsible to train our contractors on how to complete a valid (VOE)

Loan Origination

USAA
San Antonio, USA
10.2007 - 06.2012
  • Build rapport with the member and offer advice and solutions through the homebuying and refinance process

Education

High School -

Holmes High School
San Antonio, TX
01.1991

Skills

  • Teamwork
  • Independence
  • Flexibility
  • Feedback Implementation
  • Effective Communication
  • Change Management
  • Detail Orientation
  • Research
  • Industry Best Practices
  • Problem Solving
  • Technological Communication
  • Member Experience Insight
  • Risk Management
  • Compliance
  • Business Decision Communication
  • Workload Management
  • On-the-job Training
  • Fast Learner
  • Windows Office
  • THEA
  • Dispute Command Center
  • ATM Debit Card Maintenance
  • ALS
  • FDR
  • Cadence
  • PEGA
  • Jira
  • Glassbox
  • CACS
  • Collaboration

Affiliations

  • I am an avid reader.
  • I enjoy spending time with my family and friends.

References

References available upon request.

Timeline

Bank Advocacy Advisor Senior – Deposits, Credit Card, MDS and Real Estate

USAA
06.2020 - Current

Bank Member Advocacy 1

USAA
10.2019 - 06.2020

Executive Resolution Team

USAA
06.2012 - 10.2019

Loan Origination

USAA
10.2007 - 06.2012

High School -

Holmes High School

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Melissa Martinez