Mocha Jade Yates
Chula Vista
Summary
Focused professional with a passion for creating seamless and engaging member experiences. Proven track record in improving business models that enhance member retention and drive employee growth. Expertise in developing strategies that align member satisfaction with organizational goals. Committed to fostering environments that promote both member and employee retention.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Digital Member Service Officer
Bay Federal Credit Union
05.2025 - Current
- Primary contact for new and existing members ensuring smooth onboarding process including assisting with online account opening and digital enrollment
- Proactively upsell and cross sell credit union products based on members needs and financial goals
- Develop understanding of credit unions products and services in order to connect with member needs
- Maintain accurate member interaction records and sales in the CRM system
- Collaborate with cross functional teams to deliver coordinated member outreach
- Partner with relationship managers to deepen member engagement
- Identify trends and member feedback to suggest process improvement
Digital Banking Specialist
Citizens Private Bank
Menlo Park
08.2024 - 04.2025
- Partner with all channels of the organization to present relevant products and services to prospective clients.
- Prepare and present live demonstrations of all available banking platforms
- Facilitate the digital onboarding & treasury process for all new clients including training sessions
- Provide ongoing support as needed, working directly with clients with trouble shooting.
- Work closely with product managers to improve upon offered products and services and inform future road maps
Branch/Digital Banking Manager
Stanford Federal Credit Union
Palo Alto
04.2022 - 07.2024
- Manage the Digital Banking Team to deliver superior end-to-end member experiences that maximize the credit union's investment in the digital channels with a continuous improvement mindset.
- Collaborate with senior management across multiple lines of business and support groups within the credit union to ensure the digital channels are delivering on the business objectives of each area.
- Partner with Relationship Managers to ensure deposit growth is being achieved
- Ensure quality assurance is done monthly and quarterly goals are met for the Digital Teams
- Work with multiple third-party vendors to ensure all requests are handled within the allotted service agreement.
- Manage the Digital Banking team setting clear targets, providing coaching and training, and monitoring performance to ensure achievement of sales goals.
- Supervise, manage, coach, and develop staff.
- Work with other managers or directors on their team’s knowledge of Online Account Opening
- Train staff on Admin use of all digital / treasury platforms
- Manage and respond to member feedback and implement strategies for any identified opportunities.
- Document processes accurately and maintain compliance with applicable banking laws and regulations.
Operations Officer II
Montecito Bank & Trust
Ventura
09.2021 - 04.2022
- Developed efficiency enhancing workflow & process improvements that made it possible to accommodate increasing responsibilities necessitated on a daily basis
- Remain up to date with bank products and services
- Hired, trained, and on-boarded new employees, providing initial support to expedite staff assimilation
- Help develop and execute business plans
- Oversee the daily operations & schedules of over 15 employees
- Assist with overall responsibility and accountability for branch sales & service along with audit inspections
Assistant Branch Manager, Operations
Premier America Credit Union
Ventura
11.2019 - 09.2021
- Responsible for assisting in the direction and administration of branch operations
- Ensures that established policies and procedures are followed
- Trains, directs, and assist in supervising branch staff
- Accountable for all aspects of performance including deposit/loan growth, member service, business development and operations for member service representatives
- Ensures members are promptly and professionally served
- Acts as Branch Manager as necessary
- Assumes responsibility of all branch audits, make sure the branch stays in compliance.
Office Manager
Mark S. Varshawsky & Associates
Camarillo
12.2018 - 11.2019
- Maintains & organize daily office operations including processing payroll for all staff members
- Provide correspondence in response to the franchise tax board and the IRS
- Prepare annual budget, scheduling expenditures
- Maintains & schedule calendar appointments & travel itineraries for partners of the firm
- Prepare tax extensions for all Individuals and Business returns
- Process billing and generate invoices for all partners of the firm
- Record and maintain employee & client information with strict adherence to privacy policies
Operations Officer II
Montecito Bank & Trust
Carpinteria
10.2015 - 12.2018
- Developed efficiency enhancing workflow & process improvements that made it possible to accommodate increasing responsibilities necessitated on a daily basis
- Remain up to date with bank products and services
- Hired, trained, and on-boarded new employees, providing initial support to expedite staff assimilation
- Help develop and execute business plans
- Oversee the daily operations & schedules of over 15 employees
- Assist with overall responsibility and accountability for branch sales & service along with audit inspections
Member Service Specialist
Auto Club of Southern California
Thousand Oaks
08.2015 - 10.2015
- Fulfilling members request relating to planning & booking trips, maps and notary services
- Responsible for daily cash balancing & bookkeeping of company records
- Process various types of DMV transactions involving vehicle registration, transfer of title and license plates
- Maximized revenue by proactively building and managing key customer relationships to further illustrate communication and problem-solving abilities
Lead Float Customer Service Representative
First Bank
Ventura
05.2015 - 08.2015
- Reviewed & processed daily financial transactions
- Referral of large withdrawals or close out for retention efforts
- Initiating and identifying possible fraud transactions to protect client’s financial privacy and company reputation
Lead Teller
Citi Bank
Port Hueneme
04.2012 - 05.2015
- Performed accounting functions including cash reconciliation along with domestic & international wire transfers
- Partner with Bankers to enhance, coach and motivate tellers to build a proactive relationship between team members
- Provided approvals in accordance with bank's policies and procedures for certain transactions
Member Service Representative
Navy Federal Credit Union
Port Hueneme
07.2011 - 03.2012
- Executed financial transactions according to bank policies and procedures
- Assessed needs of customers, suggesting products and services accordingly
- Researched and resolved service-related problems
- Processing loan applications for clients to best meet their needs
Personal Banker
U.S. Bank
Ventura
07.2010 - 06.2011
- Expanded customer relationships by maintaining a regular follow-up process and building a strong rapport with clients
- Maximized on sales behaviors to increase individual consumer, business, and revenue
- Trained and supported other sales associates and cross trained tellers
Teller
Wachovia Bank
Port Hueneme
05.2008 - 07.2010
- Assumed a leadership role in the absence of the supervisor to maintain banks normal operations & procedures
- Verify customer identification, signature and balance information
- Process loan payments; and open/close accounts.
Teller
Washington Mutual Bank
Port Hueneme
12.2006 - 05.2008
- Processed 35+ customer transactions with extreme attention to details
- Respond to customer account inquiries totaling 130+ weekly accounts
- Adhered to strict safe deposit box operations & guidelines
Education
Some College (No Degree) -
Oxnard College
Oxnard, CASkills
- Meticulous attention to detail
- Excellent communication in public relations
- Excellent writing skills
- Ability to work well under pressure
- Executive management support
- Excellent supervisory abilities
- Excellent training abilities
- Proficient in cash management
- Thoroughly knowledgeable in banking procedures
- Thoroughly knowledgeable in banking products
- Proficient in branch auditing
- Highly skilled in database administration
Certification
- Notary Public, 03/31/26
- NMLS, 607111
References
Reference available upon request
Leadership Experience
- 2017, Customer service award recipient
- 2017, Ranked highest Audit score for Operations Officer Position
- 2018, Ranked highest Audit score for Operations Officer Position
- 2020 Champion Core conversion
- 2023 Outstanding Digital Audit award
Timeline
Digital Member Service Officer
Bay Federal Credit Union
05.2025 - Current
Digital Banking Specialist
Citizens Private Bank
08.2024 - 04.2025
Branch/Digital Banking Manager
Stanford Federal Credit Union
04.2022 - 07.2024
Operations Officer II
Montecito Bank & Trust
09.2021 - 04.2022
Assistant Branch Manager, Operations
Premier America Credit Union
11.2019 - 09.2021
Office Manager
Mark S. Varshawsky & Associates
12.2018 - 11.2019
Operations Officer II
Montecito Bank & Trust
10.2015 - 12.2018
Member Service Specialist
Auto Club of Southern California
08.2015 - 10.2015
Lead Float Customer Service Representative
First Bank
05.2015 - 08.2015
Lead Teller
Citi Bank
04.2012 - 05.2015
Member Service Representative
Navy Federal Credit Union
07.2011 - 03.2012
Personal Banker
U.S. Bank
07.2010 - 06.2011
Teller
Wachovia Bank
05.2008 - 07.2010
Teller
Washington Mutual Bank
12.2006 - 05.2008
Some College (No Degree) -
Oxnard College