Tania A Rodriguez Solis
Fullerton,CA
Summary
Customer service professional 16yrs+ experience working in a credit union setting with strong background in delivering exceptional support and member satisfaction in high-volume environments such as caller center, branch and lending department. Known for excellent communication skills and ability to resolve issues promptly. Highly reliable, collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
16
16
years of professional experience
Work History
Consumer Loan Processor
Orange County's Credit Union
08.2010 - 09.2022
- Worked with members via telephone and email to answer questions, process transactions and resolve issues.
- Ensured accuracy of member information, by verifying data collected during the application process and updated loan application as needed.
- Received, verified and reviewed loan stipulations and documents for completeness, identified missing documentation and generated condition lists for applicants.
- Assisted member in understanding complex loan documents required for completing their loan application successfully.
- Increased member satisfaction with timely responses to inquiries and providing thorough explanations of loan processes and products.
- Educated members and first-time car buyers regarding various car loan options available, enabling them to make informed financial decisions.
- Strengthened relationships with members through consistent follow-up calls and personalized attention to their needs.
- Identified opportunities to cross-sell and upsell loan products to members.
- Provided quick turnaround times to maintain fast-past schedule.
- Managed multiple loans simultaneously ensuring timely completion of each task assigned without compromising on compliance or quality standards.
- Collaborated with other departments including underwriting, funding, outside lenders and dealerships for seamless coordination during the entire loan process.
- Contributed to departmental goals by meeting or exceeding monthly quotas for loan approvals and funding.
- Monitored pipelines to track and log status of loans.
- Trained and mentored new hires as they navigated our systems and protocols, fostering teamwork.
IRA Specialist / Call Center Representative
Visterra Credit Union
06.2006 - 08.2010
- Managed high volumes of accounts, ensuring timely processing of contributions, distributions, and rollovers.
- Played an integral role in annual audits by gathering necessary documentation and responding promptly to requests.
- Developed and maintained strong relationships with members through excellent communication and personalized service.
- Managed high call volumes while providing exceptional member support and maintaining professional composure.
- Enhanced member satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring member satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for members.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to members.
- Delivered exceptional member service to every member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Identified upselling opportunities to increase revenue generation.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Education
Bachelor of Arts - Liberal Arts
Cal State Long Beach
Long Beach, CA05.2015
Associate of Arts - Liberal Arts And General Studies
Fullerton College
Fullerton, CA05.2006
Skills
- Teamwork and Collaboration
- Attention to Detail
- Dedicated Work Ethic
- Member Service-focused
- Active Listening and Learning
- Multitasking Efficiency
- Bilingual English/Spanish
Timeline
Consumer Loan Processor
Orange County's Credit Union
08.2010 - 09.2022
IRA Specialist / Call Center Representative
Visterra Credit Union
06.2006 - 08.2010
Bachelor of Arts - Liberal Arts
Cal State Long Beach
Associate of Arts - Liberal Arts And General Studies
Fullerton College