Member Representative II Resume Example

• Delivered World Class face-to-face service to Members requesting account assistance
• Processed new memberships, additional share accounts, savings services, consumer loan requests and general consumer loan funding as requested by Members
• Provide consultative services to Members regarding credit union products and services by assessing Member's needs, addressing their concerns and gaining agreement
• Complete documentation for accounts and loans according to credit union procedures
• Tech Ambassador
• Pilot Branch Coordinator
• Find solutions, create efficiency, and work with help desk to find solutions as one Team
• Created job aids for fellow pilot branches

• Supported management through risk identification, control testing and process improvement procedures
• Established operational objectives and work plans and delegated assignments to subordinate managers
• Provided direction and leadership to all employees to maximize productivity and bottom-line
  customer relations
• Oversaw a branch team consisting of three customer service representatives and four personal bankers
• Managed branch operations and made continuous improvements in each area
• Assessed clients' financial situations to develop strategic financial planning solutions
• Originated, reviewed, processed, closed and administered customer loan proposals
• Acting Branch Manager

• Received calls and personal inquiries regarding questions and problems associated with usage of basic to advance FedEx office online software
• Maintained a system for documenting help desk and repair request calls. Made compile lists of
  questions and solutions to computer and software related problems, indexed in such a way
  that it facilitates consistent response by other Technicians and users
• Instructed users in one-on-one situations, either in person or by telephone or other media, on the use of common business and educational software such as learning tools, word processing, spreadsheet, databases, and graphics
• Developed and maintained up-to-date documentation supporting assigned and related areas of
  responsibility
• Maintained activity records for production, troubleshooting, and changes
• Contacted third party vendors for warranty repairs. Collected information on computer and technology related problems. Determined active warranties. Arranged with vendors for visitations, and dispatched non-warranty repairs to on-site technicians
• Operated peripheral data processing and other related equipment such as printers, terminals, and sorting equipment according to established procedures or instructions
• Provided basic troubleshooting of user problems accessing databases, network, and email
• Respond to requests and inquiries from system users. Provides training in data processing systems and report/data generation procedures and steps
• Demonstrate consultative behaviors to ensure friendly, polite, and expert service is delivered to all customers
• Grew revenue through customer education of business solutions and product offerings
• Implement onsite marketing programs
• Maintain and regularly update customer data base and other systems and reports
• Perform administrative duties, including ordering supplies and inventory controls
• Created and review financial reports including daily sales, close-outs, and bank deposits

Business Advocate

• Researched clients' business issues and goals to offer appropriate solutions
• Created alternative business plans to improve customer relationships
• Uncovered and qualified prospects and sales opportunities in targeted markets using external resources
• Collaborated with account executives to penetrate new accounts, identify potential customers and coordinate product demonstrations
• Networked and interacted with local, national associations to optimize industry connections
• Evaluated current service needs and product satisfaction levels with established customers

Personal Banker

• Troubleshooted any technical issues with computers, printers, network, and software
• Provided frontline branch level IT support before it was escalated
• Assisted Technical Support with Epson RFB scanners and windows software
• Received superior customer service satisfaction scores for numerous consecutive quarters
• Submitted loan applications directly to underwriter for verification and recommendations
• Assessed clients' financial situations to develop strategic financial planning solutions
• Processed monthly vault and ATM audits with zero error rate
• Answered phone inquiries on banking products and services
• Created innovative financial solutions to meet customer needs and provide competitive edge
• Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue

Customer Service and Sales Representative

• Executed customer transactions, deposits, withdrawals, money orders and checks
• Rapidly and efficiently prepared customer and ATM cash and change orders
• Coordinated daily cash reconciliation at a high-volume location
• Executed wire transfers, stop payments and account transfers
• Maintained friendly and professional customer interactions
• Opened new accounts including checking, savings, credit cards, and line of credit
• Resolved customer relations issues effectively