Sandra Gallardo

• Led daily operations to enhance team performance and efficiency.
• Developed training programs for new staff to ensure consistent service quality.
• Oversaw customer service interactions to maintain satisfaction and loyalty.
• Fostered team collaboration through regular meetings and feedback sessions.
• Monitored sales performance against budget targets and took corrective action when needed.
• Reviewed employee performance evaluations on a regular basis and provided feedback accordingly.

• Created/implemented policy and procedures on closing for the first for-profit national shared appreciation down payment program
• Collected, tracked, and underwrote customer documentation
• Coordinated with stakeholders (lender, agent, title co.) to satisfy program requirements
• Supported 1,100 homebuyers (over 80M in home sales) in the purchase of their home
• Contributed in the development of post-closing servicing department
• Processed post close transactions including subordination, partial and full program exits
• Participated in promotional projects

• Review initial mortgage application and set up new files in Encompass lending platform
• Examine and evaluate initial documentation provided by borrowers
• Analyze income (perform income calculation), assets and credit
• Send request to borrowers for any additional documentation needed (determined by underwriting)
• Review/audit loan file before sending to underwriting for full approval

• Ensures operations are conducted in accordance with CU polices, legal and regulatory requirements and audit standards
• Ensures branch security by opening and closing branch daily. Conducts quarterly security equipment testing
• Promotes branch business development and seeks to broaden member base by effectively cross selling products and services
• Train, coach and monitor staff to ensure quality member service
• Coach and develop employees to strengthen skills and identify areas of opportunities
• Assists other branches/departments as needed
• Compose and deliver annual employee performance appraisals
• Involved in innovative organizational projects
• Assists members with mortgages, consumer loans, and new accounts

Gathered necessary documentation from borrowers and clarified details for loan processing.

• Evaluated credit reports and financial statements to determine borrower eligibility.
• Coordinated with underwriters to expedite mortgage approval processes.
• Managed loan files, ensuring accurate data entry and document organization.
• Conducted quality control reviews on closed loans before final delivery.
• Ordered all appraisals, credit reports, and title reports for loan files.
• Performed follow-up actions to achieve conditional approval within time frames.
• Communicated loan status updates to all relevant parties.

• Act in a variety of roles including teller operations, reception, new accounts, mortgages and consumer loans
• Help in mentoring and training fellow advocates
• Perform additional duties as assigned (audits, filing, orders, etc.)
• Collaborate with other team members, branches, and departments to best serve our members.
• Meet/exceed expectations in superior member service and accuracy

• Open and close branch daily
• Ensures operations are conducted in accordance to policies and regulations
• Assist in creating/changing policies and procedures
• Responsible for hiring, scheduling, training, and coaching of department staff
• Responsible for the administration of all cash operations including vault, ATM, and cash drawers
• Provide assistant in member transactions (deposits, withdrawals, IRA, wires, loan payments, etc.)
• Processes mortgage closings and releasing liens
• Performs weekly/monthly audits
• Maintains safe deposit boxes
• Effectively cross sell additional products, and motivates staff to do the same
• Assist members with complex transaction or inquiries in person, over the phone, and by email