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Manager Customer Service

Covina, California, United States
November 10, 2018

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Moses Rodriguez



Twenty five plus years in the financial industry as a strategic and results-driven relationship manager, who has excellent interpersonal and communication skills. Known as an innovator who is willing and able to establish and maintain a high standard of excellence in financial planning and lending. Skilled in developing and preserving long-standing client relationships, while adhering to strong ethical banking practices.

Recent Achievement:

Top performer for 2nd & 3rd Quarter of 2015 Deposit Growth in Personal /Business and Business Loans and Lines.

Top performing Branch for Q 1, Q 2 & Q3 2015 Deposit Growth

Enhancing our Communities achievement Award

Top performing Branch for 2014 Deposit Growth Personal and Business


Tarkus Capital, Calabasas CA

As a commercial lending advisor my primary objective is to seek out companies that are looking for lending opportunities that will allow growth within their footprint.

At Tarkus Capital we evaluate risk and cash flow to meet debt obligation.

This will create profitable to Tarkus Capital portfolio.

Create additional lending opportunities off of existing portfolio.

One West Bank, Santa Monica, CA 2010 - 2017

Premier Banker/Relationship Manager AVP

Develop banking relationships with affluent and high net worth clients who maintain a minimum balance of 250 thousand dollars and have a net worth of 5 million dollars or greater.

Develop and deepen new and existing client relationships with emphasizing clients deposit and lending needs.

Pre-qualified potential business prospect for lending opportunity and new and existing clients to commercial lending group mortgage lending specialists for residential mortgage opportunities.

Developed new business relationships with clients who need business lines of credit and/or loans for business operating capital.

Collaborated with the Wealth Management and Retail Banking lines of business.

Handled complex customer service issues independently.

US Bank, Malibu, CA 2007 - 2010

Branch Manager, Associate Vice President

Established and met budget goals to grow the business using sound cost analysis techniques to control costs while maintaining high quality performance.

Managed branch staff, including supervising employees and making decisions regarding employee compensation, promotion, discipline, and termination.

Communicated business goals, objectives, and company performance results.

Assigned work goals and set performance expectations, provided performance feedback and developmental coaching and recognition of performance results.

Developed and retained a customer base by effectively marketing programs, developing business and involving community.

Developed a customer service oriented team who consistently attained branch sales goals.

Maintained in-depth knowledge of products and services to encourage the increased usage by customers.

Ensured compliance with all banking laws and regulations.

Ensured all documentation and reporting of all applicable transactions were within accepted quality standards of completeness and accuracy.

Union Bank of California, Santa Monica, CA

Branch Manager, Associate Vice President 2005-2007

Responsible for the administration and supervision of branch staff and bank facility.

Managed the branch as a profit center by developing sales and revenue generating programs which included creating the branch sales plan, developed branch staff and sales activities to achieve branch sales and profitability goals.

Maintained branch at approved expenditure levels; reviewed controlled and reported on general ledger activity.

Extended credit within lending authority to individuals or business through commercial or consumer loans. Analyzed all necessary personal and financial data, checked credit standing and made loan decision within established policy

Along with the Customer Service Manager, supervised operation of the branch including but not limited to general branch audits, field service audits, and compliance issues.

Provided platform services for special customers or prospects, and assist at times of heavy business volume.

Administered bank personnel policy and programs. Conducted recruiting activities fro branch. Assisted in the development and training of personnel, including performance reviews, giving constructive feedback and administering correction action processes.

Made assigned calls, typically those of more-than-average importance on prospects and customers. Performed function of branch safety and security officer. Ensured that the office was operating in a safe and effective manner

Financial Services Manager, Associate Vice President 2001-2005

Administered and supervised branch staff and the bank facility.

Managed the branch by developing sales and revenue by generating programs, which included creating the branch sales plan, growing branch staff skills and sales activities to ensure branch sales and profitability goals were met.

Maintained branch at authorized expenditure levels; reviewed, controlled and reported on general ledger activity.

Performed analysis on loan applicant personal and credit history.

Extended credit within consumer or commercial loan lending authority limits to individuals or businesses.

Shared supervisory responsibilities with the customer service manager on branch operations, including branch and field service audits and compliance.

Administered bank personnel policy and programs.

Conducted branch recruiting activities.

Assisted in the development and training of personnel, conducted performance reviews, and administered corrective actions.

Performed as branch safety and security officer to ensure that the branch operated safely and effectively.

Union Bank of California, Santa Monica, CA 2001 -2005

Financial Services Manager, Associate Vice President

Supervised a sales team in achieving branch goals and objectives.

Monitored sales activities to ensure sales growth.

Performed peer coaching to ensure a strong understanding of relationship building; motivated and trained sales staff.

Provided cross sales training for all tellers.

Implemented business plans for local market areas.

Attended city networking groups for continued business development.

EXPERIENCE continued…

California Federal Bank, Riverside, CA 1997 -2001

Financial Services Manager – Business Development

Assisted in the coordination of platform sales and services.

Supported management in daily branch operations.

Profiled and pre-qualified potential clients for business development

Exceeded monthly branch goals, fee income, and business and consumer loans, including investment fee income.

Coordinated and developed telemarketing and profile programs for branch staff.


Small Business Underwriting, BBI Professional Corp, Anaheim 2010

Management Training Program, Union Bank of California, Santa Monica, CA, 2002

Associate of Specialized Business, California Federal Bank, Riverside, CA, 1997

Associate of Specialized Business, National Education Center, Anaheim, CA, 1987

L&D License, Citrus College, Glendora, CA, 1985

Public Notary License, Citrus College, Glendora, CA 1985


San Bernardino Sheriff’s Volunteer Search and Rescue Team

Santa Monica Chamber of Commerce

Santa Monica Business Group

Kiwanis Club of Malibu – Performing Secretary, 2007 – 2008

Team Referral Network of Santa Monica, Treasure, 2010

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