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Member Service Representative Resume Example

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MEMBER SERVICE REPRESENTATIVE
Summary

Quality focused professional with 12 years of customer service experience, committed to approaching administrative tasks with tenacity, integrity and attention to detail.

Skills
  • Data Entry
  • POS systems expert
  • Bilingual in English/Spanish
  • People-Oriented
  • Multi-task
  • 10-key
  • Exceptional communication skills
  • MS Windows proficient
  • History research
  • Payment processing
  • Teamwork
  • Call center experience
Work History
Member Service Representative, 12/2019 to 02/2020
Company Name – City, State
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Recommended specific products and services in alignment with individual needs, requirements, and specifications.
  • Followed up with customers regularly via phone and email to obtain payments and schedule services.
  • Maintained clean, organized and well-stocked member service area.
  • Part of our Virtual Staff: helped members via ITM's, reviewed ATM, Mobile deposits, approved Remote Capture Deposit requests, helped members sign up for Online Banking, processed the Pay Traces, Back Office Operations
  • Recommended specific products and services in alignment with individual needs, requirements and specifications.
  • Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Kept administrative records current and accurate to promote efficiency and team effectiveness in all interactions.
Lead Teller, 04/2014 to 02/2019
Company Name – City, State
  • Executed customer transactions thoroughly, including in branch deposits, withdrawals, money orders/ certified checks, CoinStar machine vouchers, wire transfers, stop payments, cash advances on VISA cards, processed mail/night drop deposits & loan payments, opened new member accounts, input loan applications, collected paperwork for disputes on members accounts
  • Developed reputation as an efficient service provider with high levels of accuracy while providing great customer service
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
  • Earned management trust by serving as key holder
  • Answered an average of calls per day by addressing customer inquiries, solving problems and providing new product information
  • Helped train new tellers & call center representatives
  • Packaged & shipped currency to Federal Reserves, received incoming currency/ coin
  • Helped distribute employee notices and mail to the corresponding department inbox's, processed outgoing mail (certified mail)
  • Organized, stocked and maintained the teller window area
  • Assisted in creating Member Services Procedures, copied, logged, scanned supporting documentation and verified adhoc reports.Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services
  • Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft
    Monitored customer behaviors and upheld strict protocols to prevent theft of assets
  • Promoted products or services to each customer to consistently achieve sales targets
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
  • Checked amount details and fraud markers for transaction papers such as checks and money orders
  • Upheld strict financial controls by keeping funds secure and accurately transferring money
  • Coordinated daily cash reconciliation in high-volume location
  • Identified sales opportunities and referred customers to branch partners in financial services
  • Executed customer transactions, including deposits, withdrawals, money orders and checks
  • Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit, payments
  • Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse
Customer Service Representative, 04/2010 to 04/2014
Company Name – City, State
  • Educated customers about the brand to incite excitement about the company's mission and values
  • Actively pursued personal learning and development opportunities
  • Answered customer telephone calls promptly and in an appropriate manner
  • Determined customer needs by asking relevant questions and listening actively to the responses
  • Effectively communicated with and supported sales, marketing and administrative teams on a daily basis
  • Perform sample collection, scheduled deliveries, pick-ups, including special and or emergency requests for customers and other locations
  • Carefully reviewed test results for accuracy
  • Created worksheets and logged samples correctly into the computerized tracking system
  • Properly calibrated and adjusted malfunctioning equipment to ensure precise test results
  • Ordered supplies, obtained pricing and quotes, prepared purchase requests and maintained an organized expense log
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Responded to customer requests for products, services and company information
  • Communicated with vendors regarding back order availability, future inventory and special orders
  • Provided primary customer support to internal and external customers in fast-paced environment
  • Educated customers on promotions to enhance sales
  • Answered customer telephone calls promptly and in appropriate manner
Education
High School Diploma: 2004
Marshall Fundamental School - City, State

Graduated with a 3.8 GPA

in Progress: General StudiesCalifornia State University- Los Angeles - City, State
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Resume Overview

School Attended

  • Marshall Fundamental School
  • California State University- Los Angeles

Job Titles Held:

  • Member Service Representative
  • Lead Teller
  • Customer Service Representative

Degrees

  • High School Diploma : 2004
    in Progress : General Studies

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