Valerie Serrano
Mountain America Credit Union
American Fork,UT
1
Language
1
Certification
7
years of professional experience
Detail-oriented financial services professional skilled in loan processing, member service, and compliance. Expertise in reviewing loan applications, verifying documentation, and balancing financial transactions to ensure regulatory adherence. Communicates effectively with members and internal teams to resolve discrepancies and deliver timely service in high-volume environments.
Work History
Assistant Manager
1 Year 6 Months- Maintain compliance standards and prepare for internal and external audits by monitoring operational accuracy and identifying potential risks.
- Resolve escalated member concerns and provide timely follow-up to ensure exceptional member service.
- Implement process and system changes while training staff on new procedures and compliance updates.
- Utilize strong time management and organizational skills to achieve individual and branch performance goals.
- Balance branch operations, identify outages, and maintain accurate financial records and controls.
- Conduct MVRs to ensure accuracy on loan applications and review member financial situations.
Financial Services Representative
1 Year 10 Months- Processed consumer loan applications and gathered documentation necessary for loan approval and funding.
- Verified income and supporting financial documents, including tax returns, to ensure accuracy and completeness before submission.
- Communicated with members through phone, email, text, and in-person interactions to obtain missing information and resolve application issues.
- Assisted in coaching team members and supporting branch sales and service goals.
Member Service Representative
9 Months- Utilized available resources to efficiently research and resolve member requests.
- Cross-trained to support teller and loan officer functions, enhancing service flexibility and broadening lending expertise.
- Trained and mentored new tellers as a Trail Guide, supporting onboarding and operational excellence.
Teller
2 Years 9 Months- Managed multiple systems to process financial transactions, ensuring accuracy and efficiency in operations.
- Assisted customers with loan applications, gathering documentation to support timely approval and funding.
- Managed cash flow, balanced vault, and maintained accountability for company funds.
Skills
Loan Processing & Funding
Loan Documentation Review
Loan processing
Time management
Loan underwriting
Problem Resolution
Team leadership
Decision-making
Accomplishments
Received Summit Award for branch success in 2025.
Received multiple 3 peaks in Compliance and Member Service.
Nominated and attending ALDP August 2026.
Hit TOTM and exceeds in both MSR and FSR role.
Certification
Certified coach, Notary, and Medallion
Languages
Spanish
Native or Bilingual
Timeline
Assistant Manager
Mountain America Credit Union
02.2025 - CurrentRead More
Financial Services Representative
Mountain America Credit Union
04.2023 - 02.2025Read More
Member Service Representative
Mountain America Credit Union
07.2022 - 04.2023Read More
Teller
Check City
10.2019 - 07.2022Read More