Self-motivated banking professional offering strong communication and quick thinking skills. Works effectively in a fast-paced production environment. Maintains a high level of professionalism, patience and efficiency to increase customer satisfaction and strengthen customer loyalty.
Consistently provides back office support in the Accounting ACH/Wires Department to coworkers and members of the credit union. This is demonstrated through identifying and resolving problems in an efficient and timely manner. Consistently provides commitment to service excellence.
Processes all ACH originations for the credit union including online banking and payroll companies. Ensures all accounting vouchers are processed correctly on a daily basis. Processes incoming and outgoing wire transfers and completes member requests on time. Keeps procedures up to date for ACH and Wires for auditor. Adheres to Northwest Federal's security and audit procedures. Orders all cash and ATM money for branches. Currently a member of the Core Conversion project team. Assists as necessary with various tasks including new Core training and data validation.
Demonstrated mastery of customer service call script within specified time frames. Addressed customer service inquiries in a timely and accurate fashion. Opened new customer accounts, including checking, savings and loan products. Processed sales referrals and promoted bank services and products, resulting in a referral bonus for any Northwest Financial services members obtained. Researched and resolved customer issues on personal savings, checking and lines of credit accounts. Developed effective relationships with all credit union departments through clear communication.
Created and booked reservations per United's reservation standards and disclosed any and all ticket, baggage, security rules and regulations. Adhered to Call Center policies, procedures and quality assurance measures. Demonstrated mastery of customer service call script within specified timeframes. Lead a team of 40 sales associates as their Call Quality Sales Coach. Provided the team additional training/coaching as needed. Provided feedback on performance and how call quality could be improved within United's sales and service goals. Assisted in Training Department and held temporary assignments as Administrative Assistant to Sales Manager.
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