Cherise Gayton

***** ********** ** ****** ** ****1

Phone 626-***-****

adyyqd@r.postjobfree.com

Objectives: To accomplish and fulfill my desire to be happy in an environment where I can offer my experiences. To learn as I grow within a company who is willing to give me a chance to improve the skills I already possess, as well as new skills I will obtain. Education:

09/2010-12/2010 Citrus college, Glendora Ca

Administration of Justice

05/2002-02/2003 Northwest College West Covina Ca

Medical Insurance billing

09/1998-7/2001 Charter Oak High School, Covina Ca

General Education

Work Experience:

7/2022-Current

Yolo Federal Credit Union- Woodland CA

interpret and explain bank regulations, policies and procedures and instructions. Watch for Patterns of activity in account fraud or abuse by reviewing account history and staying up to date and current on account fraud activity information. Use multiple automated systems to reference and input account information for checking accounts, savings, Retirement accounts, HSA, Mortgages, Trust accounts. Update and or correct member records.

Handle challenging situations and use proper and or appropriate interpersonal and customer service soft skills. Use resources and training available to remain knowledgeable of new or revised information pertaining to federal and industrial related regulations and financial products and services. Credit union policies and internal policies and procedures, security updates and fraud alerts, new product and services as well as system updates/ changes.

10/2021-2/2021

Alta Vista Credit Union- Redlands CA

Member Service Representative/Account Executive

Provides World Class Member service to Members and or potential members visiting branch/service center. Provide detailed information about accounts/memberships, promotes credit union products and services to build relationships. Ability to handle complex hostile situations with the utmost respect and calm demeanor, while making use of soft customer service skills. Able to work independently and as part of a team. Use sound judgement, logic, integrity and show initiative. update and or correct member records as needed. Process transactions in areas of checking. savings, consumer loans, and other auxiliary credit union services. Ability to handle complex situations in specialty areas of expertise. Able to act as leader among peers to assist branch management in every day functions of branch. Provides suggestions for streamlining department and credit union operations. Assists with completing projects and reports related to the department. Performs other related duties as assigned or requested. Delivers World Class face-to-face service to Members requesting account assistance. Provides consultative services to Members regarding credit union products and services by assessing the Member's needs, addressing their concerns and gaining agreement. Assists the branch with training to keep up to date with policy/procedure updates. Acts as department resource for more complex issues including ATM card issues, EFT transactions, transactions regarding deposit accounts / loan problems. Provides Members with assistance on trusts, deceased, legal, and more sensitive account issues. Thorough knowledge of complex savings products and processes including trust, deceased and legal. Basic knowledge of Real Estate loan process. Safe act certified. Able to assist branch team members with face-to-face discussions regarding disputed loan decisions as needed. Assist team and Members with complex loan requests and transactions. Able to analyze and interpret members financial and credit data. Ability to approve or deny membership/ loan accounts based on FIS, OFAC, fraud alerts ect.. Analyzes consumer loan applications and pertinent information. Thorough knowledge of consumer loan processes and what is needed. Process new Memberships, trust account specialist, ability to open additional share accounts, savings services, loan requests and loan fundings as requested by Member. Knowledge,Skills and abilities

● Ability to read and understand financial reporting data including consumer credit report, business financials, Bank statements, Ability to read and run risk based reports and chargeback reports. NMLS Safe act certified, trust account expert. Knowledgeable in cash handling, vault procedures, branch opening and closing, balancing ATM. Ability to follow up in a timely manner with members and potential leads for new membership/loans. Team player. 06/2016- 06/2021

Navy Federal Credit- Union San Diego CA

-Member Service Representative III- MLO

Working in a fast-paced environment, counting the main vault, cash handling, balancing the branch daily upon opening and closing of the branch, mastering cash orders for daily operations. ATM deposits, reconciliation and balancing. interpret and explain bank regulations, policies and procedures and instructions. Watch for patterns of activity in account fraud or abuse by reviewing account history and staying current on account fraud activity updates. Use multiple automated systems to reference and input account information for checking accounts, savings accounts, debit cards, credit cards, personal and automobile loans as well as Mortgage loans. (SAFE ACT Certified) NMLS ID# 1524290. Ability to handle complex hostile situations with the utmost respect and calm demeanor, update and or correct member records as needed. Handle challenging situations while using proper/appropriate interpersonal and customer service soft skills. Use resources and training available to remain knowledgeable on new or revised information pertaining to federal and industrial related regulations and financial products and services. Credit union policies, Navy federal policies and procedures, security updates and fraud alerts, new product and services as well as system updates/ changes. Able to work independently and as part of a team. Use sound judgement, logic, integrity and show initiative. Mentor new employees, from the onboarding process, hands on training, up until the 90-day review period. 10/2015-06/2016, Vienna Va

Navy Federal Credit Union

Call Center member service representative

interpret and explain bank regulations, policies and procedures and instructions. Watch for Patterns of activity in account fraud or abuse by reviewing account history and staying up to date and current on account fraud activity information. Use multiple automated systems to reference and input account information for checking accounts, savings accounts, debit cards. For all other services within Navy Federal transfer to appropriate departments for servicing. Update and or correct member records. Handle challenging situations and use proper and or approiate interpersonal and customer service soft skills. Use resources and training available to remain knowledgeable of new or revised information pertaining to federal and industrial related regulations and financial products and services. Credit union policies and Navy federal policies and procedures, security updates and fraud alerts, new product and services as well as system updates/ changes.

01/2013-07/2015, Melville Ny

Evo Payments International

Credit Analyst/Risk Analyst

● Review merchant applications and supporting documents for completeness. Analyze credit data financial statements and Merchant Alert To Control High-Risk (MATCH) reports to determine credit worthiness of merchants. Research merchant integrity using online search engines. Compile, sort and complete merchant application file folder, including credit analyses and summaries of contingent requests, and submit to next level management if needed. Retrieve merchant applications. Obtain Consumer Credit Reports. Obtain MasterCard (MATCH) reports. Approve or reject merchant applications within the guidelines of the credit policy and seek next level management if needed. Provide written feedback on higher risk merchants that articulate the degree of risk involved. Evaluate the nature of the merchants business and recommend additional terms to the merchant processing agreement that mitigates risk. Assume post merchant application approval quality process. Record daily statistics for departmental metrics. Keep up to date with issues that affect merchant application decisions. Retrieve applications and data enter as needed. Run Risk Based Reports, Chargeback Reports, High Risk Review Knowledge,Skills and abilities

● Ability to read and understand financial reporting data including consumer credit report, business financials, Bank statements, Ability to read and run risk based reports and chargeback reports. 06/2006-06/2012 Bank Of America, Brea Ca

Escalations Manager Personal Checking And Savings 10/2011-06/2012

● Assisted Customer service Representatives with escalated issues; employed solid negotiation skills to save accounts, and de-escalate issues regarding checking and savings accounts in an inbound call center.

Small Business Credit Card Specialist and Solutions Representative 01/2007-10/2011

● Servicing small business/Line of Credit accounts, as well as Large Corporate Accounts. Provide customer solutions to moderately complex or escalated issues by providing seamless world class service, sales and/or fulfillment requests by answering calls in an inbound call center. I have knowledge of multiple products and have the ability to deepen or retain relationships through service and sales. Perform routine account related transactions/ maintenance. Problem solving skills that include gathering information, maintain and track all outstanding service requests. Personal Credit Cards Customer Service Specialist 09/2006-01/2007

● Service personal credit card accounts, collect payments on current/ delinquent accounts. Responsible for personal/ team stats. Find solutions pertaining to customers needs, responsible for researching/inquiries/ach/balance transfer requests, handle escalations/ de-escalate customer situations, research and resolutions pertaining to customer issues. Personal Checking and Savings Customer Service Specialist 06/2006-09/2006

● problem solving, customer satisfaction, de-escalating situations, finding suitable resolutions for the customer, explaining the terms of the checking and savings accounts giving the correct balance on the accounts, setting up overdraft protection.

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