CARLEEN MENDEZ
Yuma
Summary
Results-driven Member Service Representative/MLO with a proven track record in customer support, relationship building, and effective communication. Committed to enhancing member satisfaction and resolving escalated issues efficiently.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Member Service Representative III/MLO
NAVY FEDERAL CREDIT UNION UPTOWN
Yuma, AZ
09.2022 - Current
- Managed resolution of member account inquiries, delivering accurate information and support to optimize member experience.
- Analyzed loan applications, confirming documentation integrity and adherence to compliance requirements.
- Delivered comprehensive training to members regarding credit union offerings, enhancing overall financial understanding.
- Partnered with team to enhance service efficiency, contributing to improved member satisfaction.
- Resolved escalated member issues through effective communication and problem-solving skills.
- Maintained up-to-date knowledge of regulatory changes impacting member services operations.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Educated clients on mortgage rates, terms, and repayment options.
- Maintained up-to-date knowledge of industry regulations, changes, and trends to provide accurate advice to clients.
- Explained very technical financial information to applicants in easy to understand language.
Education
High School Diploma -
CALEXICO HIGHSCHOOL
Calexico, CANo Degree - BUSINESS ADMINISTRATION
Imperial Valley College
Imperial, CA02-2015
Skills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Account management
- Escalation handling
- Product recommendations
- Client education
- Service upselling
- Banking
- Document processing
- Payment processing
- Member onboarding
- Teamwork and collaboration
- Calm and professional under pressure
- Microsoft office
- Customer relations
- Understanding customer needs
- Product knowledge
- Administrative and office support
- Work prioritization
- De-escalation techniques
- Brand representation
- Office equipment proficiency
Accomplishments
BECOMING AN MLO & CURRENTLY PURSUING TO BECOME A CERTIFIED NOTARY.
CURRENT CHAMPION ROLES, EMPLOYEED EMPOWERED.
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Member Service Representative III/MLO
NAVY FEDERAL CREDIT UNION UPTOWN
09.2022 - Current
High School Diploma -
CALEXICO HIGHSCHOOL
No Degree - BUSINESS ADMINISTRATION
Imperial Valley College