shaunOperations Policy & Procedure Specialist
Member Care Center
Team Member since 2008

Describe the work you do at the Credit Union.

My position is unique as it allows me to help our members and our team members. My work consists of four components: policy and procedure development, information management, quality assurance and service support.

In my role, I’m responsible for creating and revising existing policies and procedures. I’m committed to providing clear and up-to-date content to help guide the team and ensure they’re following regulatory and operational guidelines. I also help streamline processes to improve our member and team member experience. I assist in maintaining and building communication tools to share information throughout the organization – including developing forms, emails, letters and department training guides.

I also have the pleasure of facilitating training for new team members that join our Member Care Center department. I provide operational training while reinforcing sales and service techniques to set them up for success in their roles.

When needed, I also support my team by taking member calls or answering questions through Secure Chat within Digital Banking.

I love the work I do and the people I get to work alongside each day. It’s incredibly rewarding to have the opportunity to make an impact on our members as well as team members across the organization.

What was your first job?

My first job was at Pier 1 Imports as a Retail Associate. I was assigned to work at the store as part of a Regional Occupation Program (ROP) class at my high school. After my training in the program was complete, they hired me on as an associate. I loved the opportunity to gain experience.

How did you come to be an SCE Credit Union team member?

I was working for Bank of America prior to joining the Credit Union. My friend, who I met through the bank, left to join the SCE Credit Union team. When a position opened at the Credit Union, I immediately applied.

I left Bank of America on a Thursday and started at the Credit Union the following Monday. Fifteen years later, I’m still going strong and feel blessed.

How do you spend your free time?

In my free time I enjoy reading – when I’m reading, I’m completely relaxed and find myself in another world. I also love spending time with my family, friends, and dogs – Tommy and PeeWee (Go Dodgers!). Some of my other favorite ways to spend my free time are going to concerts, riding my beach cruiser, CicLAvia, watching and attending Dodger games, thrifting, shopping, trying new places to eat and traveling.

My top five life goals are:

  1. Become an inspiration to others
  2. Become a thought leader in the credit union and banking industry
  3. Learn to fluently speak a foreign language
  4. Build my dream house
  5. Get promoted to an executive role within the Credit Union

Do you speak any languages, other than English?

I only speak English, however, one of my life goals is to learn and fluently speak a foreign language.

Inspiration from Shaun…

Surrender to what is. Let go of what was. Have faith in what will be. ~ Sonia Ricotti