LiveCareer-Resume

member service representative resume example with 11+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

Personable and dedicated Customer Service Representative with extensive experience in the financial industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Skills
  • Account management
  • Database maintenance
  • Customer support
  • Call center experience
  • Credit card payment processing
  • Customer relations
Experience
Member Service Representative, 03/2019 - 12/2019
First Flight Federal Credit Union New Bern, NC,
  • Offered exceptional customer service to differentiate and promote company brand.
  • Assisted in maintaining accurate records by verifying and updating member account information.
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
  • Handled approximately 50-60 calls each day, including new sign-ups, service cancellations and cross-selling opportunities.
  • Processed customer account changes including but not limited to closing accounts, update personal information such as phone number, address etc.
  • Cross-trained in different internal databases and service positions to help team members meet coverage demands. Cross trained in processing fraud claims.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Platinum Customer Care Representative, 11/2017 - 02/2019
Pacific Western Bank Los Angeles, CA,
  • Provide quality customer care service to clients
  • Kept customer and system account information accurate and current to support timely resolutions for all concerns.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Applied payments to clients account, Set up fraud cases on behalf of client, Set up dispute cases on clients behalf. Crossed trained in fraud and dispute.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Processed customer account changes including but not limited to adding additional card holders on clients account
  • Enhanced customer satisfaction ratings by effectively resolving issues.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Resolved billing and service issues for Platinum Card Holders
Bank Teller, 08/2014 - 01/2017
Pacific Western Bank Carlsbad, CA,
  • Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
  • Met or exceeded sales goals by promoting bank products and services in every interaction.
  • Verified amounts and integrity of every check or funds transfer.
  • Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Processed customer transactions, including loan payments, safe deposit boxes and check-cashing.
  • Warmly welcomed customers and offered pleasant service during entire transaction.
  • Identified and reported suspicious behavior to security personnel as appropriate.
  • Explained bank services, financial products and applicable fees to customers.
  • Prepared official checks for customer and internal bank needs.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Received cash and checks for deposit, including verifying amounts and endorsements and examining cash to prohibit acceptance of counterfeit bills.
  • Reconciled cash and checks against computer records at end of shift.
  • Cashed customer checks, including verifying identification and checking account balances in accordance with bank policy.
  • Counted and Verified ATM incoming funds and outgoing funds
  • Counted, verified and balanced Main vault and personal cash draw daily
Bank Teller, 03/2006 - 09/2013
Wells Fargo Bank City, STATE,
  • Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
  • Met or exceeded sales goals by promoting bank products and services in every interaction.
  • Verified amounts and integrity of every check or funds transfer.
  • Maintained optimal financial controls by securing funds and making accurate transactions.
  • Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Warmly welcomed customers and offered pleasant service during entire transaction.
  • Identified and reported suspicious behavior to security personnel as appropriate.
  • Explained bank services, financial products and applicable fees to customers.
  • Prepared official checks for customer and internal bank needs.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Entered transactions into computer and issued customer receipts.
  • Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
  • Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
  • Assisted customers in bank operations, including opening accounts, accessing safe deposit boxes and ATM operations.
  • Recommended bank products and services to current and prospective customers.
  • Received cash and checks for deposit, including verifying amounts and endorsements and examining cash to prohibit acceptance of counterfeit bills.
  • Reconciled cash and checks against computer records at end of shift.
  • Cashed customer checks, including verifying identification and checking account balances in accordance with bank policy.
Education and Training
High School Diploma: , Expected in 06/2003
-
Piper High School - Sunrise, FL,
GPA:
Status -

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Resume Overview

School Attended

  • Piper High School

Job Titles Held:

  • Member Service Representative
  • Platinum Customer Care Representative
  • Bank Teller
  • Bank Teller

Degrees

  • High School Diploma

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