Stephanie Matthews
Cameron Park,CA
Summary
Motivated and forward-thinking professional seeking to rejoin SAFE Credit Union, bringing a strong foundation in communication, problem-solving, and member-focused service. Committed to delivering exceptional experiences, fostering an inclusive environment, and contributing innovative ideas to support the organization’s mission and values.
Overview
2026
2026
years of professional experience
Work History
Assistant Branch Manager
First US Community Credit Union
2024 - Current
- Support the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Monitor daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Enhance member satisfaction by providing exceptional service and addressing concerns promptly.
- Assist in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Collaborated with other departments within the institution to resolve complex issues efficiently, ensuring seamless service delivery to members.
- Successful completion of daily/weekly/monthly reports, and internal audits with minimal findings, demonstrating strong adherence to Credit Union policies and regulations.
Resolution & Support Specialist
SAFE Credit Union
2019 - 2024
- As a Resolution and Support Specialist I provided coaching and guidance to Safe’s Contact Center Representatives.
- I assisted the representatives with any questions or concerns they may have had while assisting our members.
- I walked them through step by step on how to navigate Safe’s core systems and get them the answers they need.
- When the member escalates, I deescalated, resolved the member’s needs, issues, and or complaints.
- I strived to lead by example by taking inbound calls with confidence and achieving my sales goals.
- Operationally Strong/Detail Oriented
- Excellent Member Service Skills
- Effective Communicator
- Adaptable
- Excels in all of Safe’s Core systems.
- Wire Trained
- Special point of contact
Loan Servicing CORE intern
SAFE Credit Union
2021 - 2022
- During Safe’s CORE conversion I was able to assist with all loan payoffs, demands, and letter of guarantees for Loan Servicing, while also helping the DMV team with additional documentation related tasks.
Call Center Service Representative I & II
SAFE Credit Union
2016 - 2019
- During my time as a Call Center Service Representative, I assisted members in a prompt and professional manner while providing the best possible member service.
- I resolved various questions and concerns while uncovering additional needs to strengthen our members financial well-being.
- Maintained up-to-date knowledge of product and service changes.
- Facilitated timely resolution of member complaints by collaborating with team members and other departments as needed to reach a satisfactory outcome.
- Fostered a positive work atmosphere by actively participating in team meetings, offering constructive feedback, and supporting colleagues whenever needed.
Education
High School Diploma -
Heritage Peak Charter
01.2009
Skills
- Operationally strong
- Detail oriented
- Excellent member service
- Effective communication skills
- Adaptable
- Team development/collaboration
- Experienced in conflict resolution
Timeline
High School Diploma -
Heritage Peak Charter
Assistant Branch Manager
First US Community Credit Union
2024 - Current
Resolution & Support Specialist
SAFE Credit Union
2019 - 2024
Loan Servicing CORE intern
SAFE Credit Union
2021 - 2022
Call Center Service Representative I & II
SAFE Credit Union
2016 - 2019
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