Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
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ROBERT GRANADO

Herndon,Virginia

Summary

Hardworking employee with member service, multitasking and time management abilities. Devoted to giving every member a positive and memorable experience.

Overview

6
6
years of professional experience

Work History

Assistant Manager

Navy Federal Credit Union
Fairfax, VA
07.2023 - Current
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Maintained up-to-date knowledge of company products and services.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Provided satisfactory resolutions for complex member concerns requiring escalation to higher management.
  • Delegated work to staff, setting priorities and goals.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Held quarterly one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Implemented efficient measures to ensure smooth functioning of cash and ATM operations
  • Demonstrated ability to handle numerous responsibilities in both independent and collaborative situations
  • Ensured team adherence, compliance, and regular review of all policies, practices, procedures
  • Aided Manager in overseeing cash operations and self-auditing at the branch to ensure security of credit union assets within set limits

Senior Member Service Representative

Navy Federal Credit Union
Reston, VA
01.2023 - 07.2023
  • Supported staff training, development and evaluation.
  • Managed member conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Mentorship: I have had new team members assigned to me to mentor them and get them on-boarded into the team by making sure that they are familiar with NFCU policy and procedures and help them understand NFCU systems and processes to help them succeed.
  • Answered member questions about products and services.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Presented and explained services and products to meet member needs.
  • Audit/Compliance: Have been making sure that branch complies by making sure signage and all disclosure posted are up to date along with educating team members on where to find and how to update all these disclosures.
  • Cash Operations: As an active vault custodian, I have been preparing cash shipment along with also showing team members how to process shipment in/out
  • Champion roles: Supply and Organization: Make sure that we are top of branch supplies and brochures (making sure they are up to date)
  • Communications and Employee Engagement: Initial responsibilities included encouragement within the team to communicate with each other in a timely and effective manner, along with making that teammates understand the importance of the engagement surveys as a branch and complete them in a timely manner.
  • Onboarding champion: Making sure that are new membership folder, Loan packet are all up to date and in compliance along with keeping track of any changes that may occur that team should know about.
  • IRA/Trust Specialist, Vault Custodian, Key Holder
  • Enhanced leadership abilities through training and hands-on task completion.

Member Service Representative

Navy Federal Credit Union
Reston, VA
08.2021 - 01.2023
  • Answered member questions about products and services.
  • Processed cash and check deposits every day.
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Presented and explained services and products to meet member needs.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Consulted with customers regarding needs and addressed concerns.

Lead Bank Teller

Wells Fargo
11.2019 - 08.2021
  • Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
  • Balanced bank's vault of daily cash for withdrawals and deposits.
  • Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.

Education

Associate - Criminal Justice/Law Criminal

Everest College
01.2012

Skills

  • Fluent in Spanish
  • Skilled in using Microsoft word and Excel
  • Account Management
  • Notary
  • Signature Guarantee

References

REFERENCE: Sabrina McMullen (301) 332-4863 Jason Molina (571) 336-0523 

Languages

  • SpanishSpanish, Fluent in English and Spanish writing & speaking

Timeline

Assistant Manager

Navy Federal Credit Union
07.2023 - Current

Senior Member Service Representative

Navy Federal Credit Union
01.2023 - 07.2023

Member Service Representative

Navy Federal Credit Union
08.2021 - 01.2023

Lead Bank Teller

Wells Fargo
11.2019 - 08.2021

Associate - Criminal Justice/Law Criminal

Everest College

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