Rafael Gonzalez
Chino,CA
Summary
Enthusiastic Member Service Supervisor with many years' experience. Adept at building customer loyalty with knowledgeable, authoritative service. Effective team leader and problem solver.
Overview
13
13
years of professional experience
Work History
Member Service Supervisor -MLO
San Diego County Credit Union
Costa Mesa, California
01.2020 - Current
- Demonstrate excellent customer service, and communication at all times
- Supervised branch employees by reviewing limit sign offs, providing recommendations, managing cash drop offs from Loomis, overseeing branch reports, ensuring accurate closing procedures, balancing branch totals daily, and effectively de-escalating negative member encounters.
- Trained staff on credit union policies and best practices for member service to enhance team performance.
- Executed opening of memberships, loans, mortgage applications, and credit cards while ensuring operational integrity.
- Follow up online applications for Memberships and loans by setting up appointments and making sure applicants are eligible for services.
- Audit new memberships/loans opened by other employees
- Exercise fraud mitigation, monitor large cash deposits and activity. Report any suspicious activity and file CTR when applicable. Follow OFAC guidelines and file questionable activity reports as needed. Filed Adult Protective Services referrals upon suspicion of financial abuse.
- Utilized various software systems including Xperience, Symitar, and Microsoft Teams to streamline operations and enhance team collaboration.
Member Service Representative III
Orange County's Credit Union
Fountain Valley, CA
05.2016 - 01.2020
- Opened memberships, car loans, personal loans, credit cards, CD accounts, checking, and savings
- Supported all OCCU branches and back office by fulfilling requests.
- Prepared sales reports for OCCU which reflected whether branches were not meeting, meeting, or exceeding sales. Analyzed data. Utilized most functions on excel sheets such as, pivot tables and v-lookup.
- Supervised the teller line by making sure teller are meeting sales goals, going to lunch in a timely manner, training new tellers, assisting with any questions and approving checks for deposits
- Collaborated with management to prepare morning huddle discussions for team engagement
- Worked in Fountain Valley, CA branch
Traveling Member Service Representative
K-Force
Costa Mesa, CA
01.2016 - 05.2016
- Traveled to assist 10 different branches within OCCU.
- Processed teller transactions efficiently while acquiring cross-selling techniques to enhance member engagement
- Operated credit union software such as Episys, L360, and Synapsis to manage member data and verify loan and membership authenticity
- Costa Mesa, CA
Merchant Teller
Bank of America
Orange Hills, CA
05.2013 - 12.2015
- Accumulated banker referrals, contributing to increased branch sales
- Delivered excellent customer service and accrued positive survey feedback from customers
- Handled cash from merchant line and balanced ATMs while assisting customers with safe box access
- Delivered excellent customer service and accrued positive survey feedback from customers
- Worked in Orange Hills, CA
Education
Bachelor of Science - Business Administration Concentration Accounting
California State University, Dominguez Hills
Carson, CAAssociate of Arts - Business Administration
Golden West College
Huntington Beach, CASkills
- Loan processing
- Fraud mitigation
- Financial management
- Operational oversight
- Account maintenance
- Cash handling
- Employee training
- Leadership development
- Delegation
- Office 365
- Problem solving
- Fluent in Spanish
Skills And Awards
- Fluent in Spanish
- 1-MLO NMLS #2160887
- Computer literate; knowledge with Office 365
Collegiate Experience
CSUDH Accounting Society, Carson, CA, 09/19, 12/20, Help expand my knowledge on a wide variety of accounting environments which can help evaluate the right path, Attend Accounting Society meetings where we can share ideas that can help acquire knowledge for opportunities, Processed techniques related to auditing and accounting practices
Timeline
Member Service Supervisor -MLO
San Diego County Credit Union
01.2020 - Current
Member Service Representative III
Orange County's Credit Union
05.2016 - 01.2020
Traveling Member Service Representative
K-Force
01.2016 - 05.2016
Merchant Teller
Bank of America
05.2013 - 12.2015
Bachelor of Science - Business Administration Concentration Accounting
California State University, Dominguez Hills
Associate of Arts - Business Administration
Golden West College