Summary
Overview
Work History
Education
Skills
References
Languages
Languages
Certification
References
Timeline
Generic

RAYMOND GARZA

San Antonio

Summary

Dedicated professional with a strong focus on customer service, compliance reporting, and attention to detail. Proven ability to resolve issues efficiently and implement effective procedures to enhance member satisfaction.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Member Relationship Specialist

Credit Human Federal Credit Union
San Antonio
01.2024 - Current
  • Assisted members with account inquiries and transactions at Credit Human Federal Credit Union.
  • Provided support in resolving member issues and concerns effectively and efficiently.
  • Educated members on credit union products and services to enhance their understanding.
  • Maintained accurate records of member interactions and transactions for future reference.
  • Collaborated with team members to ensure a positive member experience consistently.
  • Utilized software tools to manage member accounts and track service requests efficiently.
  • Conducted follow-up calls to ensure member satisfaction with services received.
  • Addressed inquiries from clients and department team members.
  • Collaborated with various departments to improve communication and deliver individualized customer solutions.
  • Acted with minimal direction in self-directed capacities to resolve issues and implement strategies.
  • Ensured that all complaints were investigated promptly and resolved satisfactorily within established guidelines.
  • Provided technical assistance to members on the use of online resources such as web portals and mobile apps.
  • Conducted outreach activities to promote membership programs at local events and venues or through cold calls or emails.
  • Kept abreast of special savings, sales, promotions and other customer-centered events to give each customer current and accurate information.
  • Utilized problem solving skills to resolve customer issues in a timely manner.
  • Built relationships with members through face-to-face meetings or telephone conversations.
  • Researched and responded to inquiries from members regarding products, services, account information, billing issues, and other related topics.
  • Coordinated with other departments to ensure a smooth flow of operations related to member management.
  • Processed new membership applications by verifying personal information, collecting fees and issuing membership cards.
  • Advised customers on product features and benefits relevant to their needs.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Compliance Analyst

RBFCU
San Antonio
10.2012 - 11.2023
  • Developed and implemented effective procedures to ensure compliance with all applicable laws, regulations, and standards.
  • Identified areas where improvements could be made in existing methods used for managing risks associated with regulatory compliance.
  • Evaluated current processes for identifying areas of non-compliance within the organization.
  • Provided training to staff members on relevant policies and procedures related to compliance.
  • Educated staff members on current compliance requirements through training sessions or workshops.
  • Provided guidance on best practices for meeting standards and maintaining compliance.

Loan Processing Manager

RBFCU
San Antonio
10.2012 - 11.2023
  • Monitored daily workflow to ensure timely completion of loans in accordance with established standards.
  • Trained new employees on loan processing procedures, systems, and best practices.
  • Successfully managed the loan processing team to ensure a high level of customer satisfaction by meeting deadlines and maintaining accuracy.
  • Investigated customer complaints regarding loan processing services and took corrective action when necessary.
  • Conducted regular meetings with staff to discuss departmental goals and objectives, as well as review performance metrics.
  • Ensured compliance with applicable laws such as RESPA, TILA, HMDA.
  • Handled customer complaints and took appropriate action to resolve them.

Loan Officer

RBFCU
San Antonio
10.2012 - 11.2023
  • Built strong relationships with customers by providing exceptional service throughout the entire loan process.
  • Answered customer inquiries involving rates, products and loan application status to provide quality customer service.
  • Analyzed credit reports and other documents necessary for loan processing.
  • Analyzed applicants' financial status and credit and property evaluations to determine feasibility of granting loans.
  • Demonstrated success in overseeing loan applications from start to finish.
  • Submitted loan applications to underwriter for verification and recommendations.
  • Analyzed credit report and financial scenarios, determining appropriate loan products for customers.
  • Resolved file problems, bottlenecks and qualified issues throughout production and underwriting process.
  • Assessed and evaluated customer needs to offer appropriate loan products.
  • Assisted in training new employees on loan origination systems used by the organization.
  • Conducted in-depth interviews with clients to gain an understanding of their financial needs and objectives.
  • Maintained up-to-date knowledge of federal, state, and local regulations pertaining to lending practices.
  • Conferred with underwriters to aid in resolving mortgage application problems.
  • Utilized advanced problem-solving skills to resolve complex customer inquiries related to loan applications.
  • Provided guidance and support to new Loan Officers regarding industry best practices.
  • Met with applicants to obtain information for loan applications and to answer questions about process.

Education

High School Diploma -

Pearsall High School
Pearsall, TX
05.1978

Some College (No Degree) -

UTSA
San Antonio, TX

Skills

  • Consumer-Related Reporting
  • Due Diligence
  • Adobe Acrobat
  • Community Reinvestment Act
  • Compliance Protocols
  • Compliance Reporting
  • Compliance Understanding
  • Home Mortgage Disclosure Act
  • Regulatory compliance
  • Attention to detail
  • Complaint investigation
  • Teamwork and collaboration
  • Communication skills
  • Information gathering
  • Problem-solving
  • Calm and professional under pressure
  • Business ethics
  • Complaints management
  • Complaint handling
  • Client services quality
  • Exceptional communication
  • FLUENT IN SPANISH
  • Relationship building
  • Risk assessment

References

  • Kevin Longmire, Supervisor, (210) 637-4290, klongmire@domainmortgage.com
  • Kim Boring, Coworker, (210) 488-6677, Kboring@domainmortgage.com

Languages

Spanish, Bilingual

Languages

Spanish
Professional

Certification

  • NMLS LIcensed & State Licensed Mortgage Originator
  • Texas General Lines - Property and Casualty License
  • Texas Life Insurance Agent License

References

References available upon request.

Timeline

Member Relationship Specialist

Credit Human Federal Credit Union
01.2024 - Current

Compliance Analyst

RBFCU
10.2012 - 11.2023

Loan Processing Manager

RBFCU
10.2012 - 11.2023

Loan Officer

RBFCU
10.2012 - 11.2023

High School Diploma -

Pearsall High School

Some College (No Degree) -

UTSA

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