Accomplished Member Service Representative with over twenty years of experience increasing client satisfaction, retention, and referrals. Collaborative in attainment of challenging objectives, working with team members and managers to ensure timely and superior handling of customer requests within financial sectors.
Customer and client relations
Financial history reviews
Multi-line telephone systems
Strong banking ethics
Cash Deposits and Receipts
Superior organization skills
General Office Duties
Financial analysis aptitude
Account management, General Office Duties
Business Administration, Multi-line telephone
Cash Deposits and Receipts, Negotiation
Oral Communication, Organization skills
Client relations, Project Management
Customer satisfaction, Proposals
Financial analysis, Shipping
Financial statements, Telephone
Forms, Written Communication
06/2005 to Current
Member Service RepresentativeRiver Valley Credit Union – Dayton, United States
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
Recommended specific products and services in alignment with individual needs, requirements, and specifications.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
Entered customer interaction details in CU Answers to track requests, document problems and record solutions offered.
Assisted senior-level credit officers with complex loan applications.
Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
Originated, reviewed, processed, closed and administered customer loan proposals.
Recommended loan approvals and denials based on customer loan application reviews.
Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Awarded Employee of the Year service award after closing $1,000,000 in new business.
Continued education on current banking products and services through BVS program.
Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
03/2000 to 05/2005
Customer Service RepresentativeC & E Sales, Inc – Washington Township, Ohio
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Assisted customers with setting appointments, shipping and special-order requests, and arranging merchandise pick-up at other locations.
Coordinated travel accommodations for staff and out-of-town visitors, including vouchers, agendas and transportation.
Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
Establish and maintain relationships with individual and business customers; assist with problems and inquiries as needed.
Meet with clients to obtain information for loan applications and to answer questions about the process.
Explain to customers the different types of loans and credit options available, as well as terms of services.
Network within the community to find and attract new business; develop prospects from current commercial clients, referral leads, and/or trade meetings.
Monitor customer preferences to determine focus of sales efforts; determine customers' financial services needs and prepare proposals to sell services that address those needs.
Review business trends to advise clients regarding expected fluctuations; evaluate costs and revenue of agreements to determine continued profitability; maintain a monthly average in sales of products and services Management & Administration Stay abreast of new types of loans and other financial services and products to better meet customers' needs.
Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting loans.
Review loan agreements to ensure they are complete and accurate according to policy.
Cultivated customer loyalty, promoted repeat customers and improved sales.
03/1996 to 05/2000
TellerFifth Third Bank – Dayton, United States
Master's Degree: Business Administration Indiana Wesleyan University
Bachelors: Science Management and Leadership Indiana Wesleyan University