Deborah Melendez

California, MD ***** 240-***-**** adz8lh@r.postjobfree.com

Insightful, positive professional with 25+ years of experience in the financial industry as consultant on Debt Protection matters, credit union operations, financial services, collateral protection and support service matters. Thrive when faced with challenges, showcasing initiative while executing processes to streamline procedures. Utilize motivational methods to improve and coach the team to success. Lead my team by example, supporting them fully to achieve their goals successfully. Provides individual support to employees that need assistance completing their documentation and assistance in claim processing. Use systems to the best of my ability, pay close attention to details and understand the small intricacies that impact the business. Maintains awareness of current/upcoming compliance requirements and works with the business owners to create an action plan to ensure solutions and processes are compliant. Professional Experience

Cedar Point Federal Credit Union Lexington Park, MD Support Service Manager June 2015 to Present

● Oversee 6 departments at once, IRA Services, Card Services, Proofing, Contact Center, Death Claims, Collateral Titles and Debt Protection Insurance, consisting of 11 members of staff

● Streamlined support process by transitioning from a few cubicles to an off-site Support Service Center accountable for managing 400+calls per day for the credit union

● Took charge of administering Debt Protection/GAP insurance claims and processing payments through website for over 15 years, facilitating proper handling of all confidential data

● Hires, trains, develops, evaluates, and disciplines and terminates personnel or makes authoritative recommendations in such matters

● Develops, implements and maintains policies and procedures, providing relevant information to staff.

● Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems.

● Compose well written and organized requirement documents; business case, business requirement documents, change controls, etc.

● Prioritize tasks and track backlog items to ensure resolution of all tasks.

● Provides guidance and recommendations to support the optimal use of the system as well as providing technical support to team members using simple language that they understand.

● Leveraged subject-matter expertise as top information resource in the absence of the Compliance Vice President

● Established a cohesive, fair, and inviting environment by encouraging staff to share ideas to improve productivity and enable organization to meet short and long-term goals

● Maintains records related to work group performance, attendance, payroll, and expenditures. Prepares or assists in the preparation of related reports.

● Setting goals and standards of performance for the team, using team building tools and methods to monitor and help each team member achieve their goals.

● Daily team building activities to raise morale, promote new products or service and recapping training methods periodically

● Ensuring and advising compliance with credit union processes for federal and state regulations when required.

● Promotes clear concise communication with the team for an all inclusive transparency for potential changes or vital information that could affect the department. Cedar Point Federal Credit Union Lexington Park, MD Member Service Representative February 2000 to June 2015

● Coordinated seamless opening of hundreds of individual and business accounts, CDs and IRAs

● Improved member satisfaction by 85%, promptly resolving issues and providing a high level of service to 15+members per day

● Created IRA procedure handbook utilized by over 7 branches as a step-by-step desk guide for processing IRA paperwork and inputting data into company’s financial record system

● Prepared 5+ in-depth reports per month, monitoring generic social security numbers and permanent holds on money market and youth accounts

● Scrutinized credit reports to determine credit worthiness, annual percentage rates, and loan terms Core Competencies

Compliance Analysis, Insurance Claims Processing, General Ledger Balancing, Process Improvement, Operational Assessment, Team Leadership & Mentoring, Staff Development and Training, Retirement Regulations Knowledge, Data Analysis, Credit Union Operations and Regulations, Card Services Protocol & Procedures, Court Subpoena Research, IRA Compliance & Reporting, Microsoft Office (Excel, Teams, Word) Education

High School Diploma, Great Mills High School

Professional Development

Annual Bank Secrecy Act Training

Debit Card and ACH Regulation E Training & Annual Regulation D Training IRA Compliance & Reporting Training

CARES Act IRA Conference

CUNA: Coaching eSchool; Essential Management Skills eSchool; IRA Fundamentals eSchool Management Skills Managing Employees Performance Level 1 Certification Difficult Human Resources Issues Certification

References

Toby Plummer, Retired

adz8lh@r.postjobfree.com

240-***-****

Annie Turner

adz8lh@r.postjobfree.com

301-***-**** ext. 236 Work

Tammy Howard

adz8lh@r.postjobfree.com

240-***-****