Yolanda Hernandez
Adkins,TX
Summary
A resourceful banker with 15+ experience trained in the resolution of critical issues within a time-sensitive environment with a successful track record of building and maintaining talented teams. A highly organized, energetic, and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
11
11
years of professional experience
Work History
Member Care Supervisor
Firstmark Credit Union
San Antonio, TX
02.2021 - Current
- Conduct monthly Quality Assurance scorecards to ensure professional standards are met
- Perform biweekly check-ins and build rapport with employees/members
- Audit attendance records, review/approve time sheets for employees
- Evaluated staff performance and provided coaching to address inefficiencies.
- Prepare and present disciplinary actions when warranted
- Write and deliver quarterly/annual evaluations
- Assist with phone coverage to ensure all incoming calls are being answered
- Monitor the wallboard and daily call volume to discover trends to effectively achieve an answer rate of 90% or above
- Educate staff on organizational mission and goals to help employees achieve success.
- Boost team performance by developing customer service training materials and conducting service training.
- Create successful work schedules timely to have coverage of the credit unions operating hours and work life balance
- Develop and implement member service policies to enhance satisfaction.
- Decision to approve or deny overdraft fees
- Approve/Deny PTO for employees
- Handle customer complaints, resolved issues, and adjusted policies to meet changing needs.
Member Care Full Fillment
Firstmark Credit Union
San Antonio, TX
05.2019 - 02.2021
- Research and resolve secured messages via Online Banking Platform
- Verification of deposits and loans
- Social Security verification
- Member's request to mail out statements or checks
- Process mail-in payments
- Schedule and conduct Zoom meetings with members
- Maintenance accounts on account wizard closures, adding/removing joints, adding/removing beneficiaries, name change request
- Maintenance of deceased/POA accounts
Financial Center Sr.Member Service Specialist
Firstmark Credit Union
San Antonio, TX
09.2013 - 05.2019
- Provided excellent member service
- Process check-cashing, deposits, withdrawals, loan/credit card payments
- Open new accounts and submit loan applications follow through
- Balance vault, replenish cash machines, complete end-of-day packet
- Open Financial Center, ensure all systems are working, process night deposits
- Close the Financial Center, lock up all negotiable items, and ensure no personal information is left out
- Issue and maintain debit cards, troubleshoot online banking/bill pay issues
- Review ATM holds
- Attend PTA meetings and promote Credit Union
- Educate members on financial well-being
- Review Credit Report to discover cross sell of products
Education
GED -
Burbank High School
San Antonio, TX05-1997
Skills
- Schedule development
- Staff Management
- Process Improvement
- Operations Management
- Business Development
- Data Analytics
- People Skills
- Empathy
- Problem Solving
- Planning
- Delegation
- Motivating
- Decision Making
- Verbal and Written Communication
- Customer Communication
- Fluent in English and Spanish
Professional Objective
- Dedicated and detail-oriented supervisor with over 3 years of experience in overseeing bank operations and ensuring compliance with regulatory standards. Proven track record in managing risk, conducting audits, and leading teams to achieve high levels of performance and member satisfaction. Proficient at developing and implementing policies that enhance operational efficiency and maintain financial integrity. Seeking to lever staff management and contribute to a dynamic financial institution.
Languages
Spanish
Professional
Timeline
Member Care Supervisor
Firstmark Credit Union
02.2021 - Current
Member Care Full Fillment
Firstmark Credit Union
05.2019 - 02.2021
Financial Center Sr.Member Service Specialist
Firstmark Credit Union
09.2013 - 05.2019
GED -
Burbank High School
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