Ken Gonzalez

Operations and Financial Services Professional with experience supporting banking and credit union operations, digital banking platforms, system administration, quality control testing, and member service initiatives. Proven ability to analyze operational issues, improve workflows, manage system enhancements, and collaborate with cross-functional teams to deliver efficient customer-focused solutions. Skilled in electronic banking support, transaction processing, reporting, testing, and operational compliance within highly regulated financial environments.

Strong analytical, technical, and communication skills with a positive, service-oriented approach. Fluent in Spanish.

Financial Planning Associate - Fidelity Investments

(2025-09)

• Guide active and inactive 401(k) participants through retirement and investment options while delivering exceptional customer service and financial support.
• Build strong client relationships by identifying financial needs and providing tailored solutions to help clients achieve long-term financial goals.
• Maintain compliance with company policies, financial regulations, and privacy standards while handling sensitive customer information.

Associate, Digital Transformation - Santander Bank

(2022-02 - 2024-08)

• Partnered with Subject Matter Experts to develop and execute user acceptance testing for critical operational and digital banking initiatives, ensuring successful implementation and system functionality.
• Created and executed end-to-end test scenarios validating customer journeys between Back Office and Customer Service platforms within Openbank and Appian systems.
• Gathered and prioritized operational requirements, epics, and testing scenarios supporting large-scale digital transformation initiatives.
• Led digitization projects from planning through production deployment by coordinating leadership teams, establishing milestones, and managing implementation activities.
• Assisted in identifying operational process improvements that enhanced efficiency, user experience, and system performance.
• Collaborated with business and technical teams to troubleshoot system issues, resolve operational concerns, and ensure smooth production support.

Mortgage Operations Specialist - Digital Federal Credit Union

(2021-06 - 2022-01)

• Managed the administration, configuration, and maintenance of operational systems, ensuring optimal functionality and user support.
• Administered user roles, system access, fee adjustments, document updates, and operational settings to improve system efficiency and compliance.
• Collaborated with vendors and internal departments on system implementations, enhancements, testing activities, and successful production deployments.
• Served as a key resource for onboarding and training new mortgage operations employees, improving productivity and reducing ramp-up time.
• Developed and maintained operational reports to support leadership decision-making and departmental performance tracking.
• Partnered with Information Systems teams to troubleshoot and resolve technology-related operational issues.

Data Analyst - Citizens Bank

(2019-02 - 2020-10)

• Performed quality control testing and operational reviews for Home Equity Lines of Credit transitioning from draw periods to repayment status.
• Investigated account exceptions, identified operational patterns, and validated system issues against contractual requirements and compliance standards.
• Reviewed transaction-related attributes including rates, fees, payment calculations, auto debits, disbursements, and maturity dates to ensure accurate processing.
• Designed and implemented new operational control tests and escalation procedures to improve issue identification and resolution efficiency.
• Collaborated with Loan Servicing, Risk, and Loan Origination departments to support operational controls and quality assurance initiatives.

Business Controls Analyst - Santander Bank

(2016-09 - 2019-01)

• Analyzed loan decision referrals, reviewed supporting documentation, and ensured timely updates within FICO Origination Manager systems.
• Investigated and resolved operational issues involving underwriting queues, system exceptions, and application workflow discrepancies.
• Developed reporting tools to assist underwriting teams in prioritizing pending and appealed applications, improving workflow organization and operational efficiency.
• Collaborated with cross-functional departments to identify process improvements and strengthen operational controls.
• Maintained high standards of accuracy, compliance, and customer service while handling sensitive financial information.

Account Specialist - Santander Bank

(2014-10 - 2016-09)

• Managed customer transitions to Santander while supporting the full lifecycle of deposit and loan products.
• Assisted customers with direct deposit transfers, ACH setup, online banking enrollment, and bill payment services.
• Delivered strong customer service by resolving account issues and educating customers on banking products and electronic services.

Sales Representative - Santander Bank

(2014-02 - 2014-10)

• Assisted customers with consumer lending products including HELOCs and personal lines of credit.
• Built customer relationships through proactive service, product education, and financial guidance.

B.S. - Economics - Worcester State University Worcester, MA