Amber Mankowski
Stevensville,MI
Summary
Experienced professional with expertise in multichannel communication and a proven track record of delivering exceptional customer support. Adept at resolving inquiries efficiently while demonstrating strong problem-solving and organizational skills. Excellent written and verbal communication abilities foster positive relationships with members and colleagues alike. Committed to leveraging these skills to enhance member satisfaction and drive operational excellence.
Overview
14
14
years of professional experience
Work History
Contact Center Member Specialist
Honor Credit Union
Berrien Springs, MI
08.2022 - Current
- Handled customer questions consistently across various platforms.
- Addressed customer concerns and needs in a professional manner.
- Reviewed applications for membership and opened new accounts.
- Mitigated fraud by identifying red flags and fraud trends.
- Instructed colleagues on interpreting credit reports.
- Monitored and refined AI chatbot Macy to enhance user experience.
- Helped set up new accounts and processed loans for recently hired staff.
- Assisted members with HSA and IRA needs.
- Facilitated processing of balance transfer requests submitted online.
- Created and maintained procedures for the department.
- Maintained the department's OneNote page and developed standardized email templates for new member communication.
- Consistently surpassed all assigned targets, KPIs, and member service standards.
- Attained perfect ratings across evaluations in 2024.
Customer Care Advocate- Disability
Metlife
Stevensville, MI
09.2021 - 08.2022
- Provided assistance and guidance to claimants regarding the completion of paperwork and forms related to their claim.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Conducted interviews with claimants, employers, physicians, witnesses, and other third parties to obtain information relevant to a claimant's disability claim.
- Reviewed and analyzed disability claims to determine eligibility for benefits.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Efficiently responded to numerous calls each day while maintaining exceptional organization skills.
- Consistently met targets and established benchmarks.
Customer Service Representative
Horizon Bank
New Buffalo, MI
09.2019 - 09.2021
- Facilitated opening of consumer and business accounts.
- Reviewed and processed new consumer loan applications, home equity loans, and loan modifications.
- Supported team efforts by fostering customer connections and establishing new relationships.
- Collaborated frequently with the Business Manager to build business relationships.
- Enhanced customer satisfaction by addressing issues with expertise and friendliness.
- Assisted the Branch Manager with interviewing and training new employees.
- Supported teller operations, as needed.
- Executed vault responsibilities and ensured accurate balancing of ATMs.
- Managed all responsibilities related to daily branch openings and closings.
- Executed quarterly self-audits for branch operations.
- Monitored and organized records to meet retention requirements.
Assistant Branch Manager
United Federal Credit Union
Benton Harbor, MI
09.2010 - 07.2019
- Monitored daily operations of the branch, including staff management, customer service and security protocols.
- Performed quarterly self-audits to assess branch operational compliance.
- Supervised tellers during peak hours of operation, providing assistance when needed.
- Assisted customers with banking transactions, such as deposits, withdrawals and loan applications.
- Conducted interviews for prospective hires.
- Provided training to new hires on banking processes and procedures.
- Verified accuracy of customer information and documents to ensure compliance with bank regulations.
- Participated in community outreach activities to promote brand awareness.
- Maintained communication with other departments regarding changes in policies or procedures.
- Conducted regular meetings with employees to discuss performance goals and objectives.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Presented detailed analysis of sales performance in weekly management meetings.
Education
High School Diploma -
Eau Claire High School
Eau Claire, MI 05-2004
Some College (No Degree) - Early Childhood Education
Lake Michigan College
Benton Harbor, MISkills
- Expert in Multichannel Coordination
- Strong Organizational Abilities
- Proficient Problem Solver
- Strong Verbal and Written Communication
- Strong Time Management
- Supportive Team Member
Timeline
Contact Center Member Specialist
Honor Credit Union
08.2022 - Current
Customer Care Advocate- Disability
Metlife
09.2021 - 08.2022
Customer Service Representative
Horizon Bank
09.2019 - 09.2021
Assistant Branch Manager
United Federal Credit Union
09.2010 - 07.2019
High School Diploma -
Eau Claire High School
Some College (No Degree) - Early Childhood Education
Lake Michigan College
Similar Profiles
Bonnie FerrierBonnie Ferrier
Team Lead at Honor Credit UnionTeam Lead at Honor Credit Union
Jamie ArmattiJamie Armatti
Member Center Manager at Honor Credit UnionMember Center Manager at Honor Credit Union
Natalie DyeNatalie Dye
Member Center Manager at Honor Credit UnionMember Center Manager at Honor Credit Union
Allie FrybackAllie Fryback
Waitress at NiskersWaitress at Niskers
Gregory EllisGregory Ellis
Golf Course Superintendent at Lost Dunes Golf ClubGolf Course Superintendent at Lost Dunes Golf Club