AMY CRUZ
George West,TX
Summary
Professional with strong background in customer service and communication, well-prepared to excel in this role. Known for effectively handling customer inquiries, resolving issues, and adapting to dynamic environments. Skilled in team collaboration, problem-solving, and maintaining high standards of service. Dependable, adaptable, and focused on achieving results while meeting organizational goals.
Overview
9
9
years of professional experience
Work History
Contact Center Representative II
Service Credit Union
11.2023 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Answer general inquiry questions about members accounts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Assist members and potential members with telephone, chat and email correspondence fostering a one call resolution environment.
Loan Service Representative II
Service Credit Union
07.2021 - 09.2023
- Interview loan applicants and provide members with detailed loan information in person and via telephone
- Review loan applications and documents for accuracy and completion
- Interpret European and American Auto documentation and guidelines
- Serve and engage our members from all aspects of their transactions
- Accurately process all member transactions maintaining proper privacy and security while exercising good judgement
- Provide outstanding service, problem resolution and needs-based selling
- Perform other job-related duties as assigned
Administration Assistant/Teller
SouthTrust Bank
01.2020 - 06.2021
- Open and maintain new accounts including DDA, Savings, IRAs and Certificates of Deposit offered by the financial institution
- Provide administrative assistance to loan officer, which includes assembling of loan papers and the closing of loans when needed
- Assist other financial institution staff in waiting on customers, answering telephones and performing other duties as assigned by management
- Provide efficient and courteous customer service, cross-market products and services to generate new business for the financial institution when appropriate
- Cash checks, process deposits/withdrawals, verify cash and endorsements, and issue receipts
- Balances cash drawer at the end of the shift and compares totaled amount to computer generated proof sheet
- Report any discrepancies to the supervisor as necessary
Member Service Call Center Representative
RBFCU
07.2019 - 01.2020
- Provide exceptional service to members, non-members, branches and internal departments through multiple communication channels
- Process a variety of transactions and inquires in accordance with policies, procedures, regulatory laws with supervision
- Identify member needs and conduct all duties in a manner intended to enhance the brand and contribute to the growth of the Credit Union by recommending appropriate products/services and/or solutions to enhance member experience
- Assist and fulfill general member transactions and inquiries on behalf of various departments
- For example, process consumer loan applications for personal, credit card and line of credit, provide debit and credit card usage, and balance inquiries, and complete opening/updating on existing accounts
- Exceeded department goals and objectives through key performance indicators and core values
Teller/Loan Operations Specialist
SouthTrust Bank
02.2016 - 07.2019
- Cash checks, process deposits/withdrawals, verify cash and endorsements, and issue receipts
- Balance cash drawer at the end of the shift and compares totaled amount to computer generated proof sheet
- Report any discrepancies to the supervisor as necessary
- Provided administrative assistance to the loan officers and staff, including updating real estate loan data into the bank's computers, preparing necessary documents and assembling of documentation for commercial/consumer loans
- Ensures that loan files contain documents with proper signatures, dates, and other relevant data
- Maintains new and paid real estate loan files
- Performs variety of clerical duties requiring knowledge of departmental procedures
- Cross-markets bank products and services as appropriate
- Answers telephone inquiries and written inquiries concerning loan processing and information
Education
Licensed Cosmetology -
Coastal Bend College
Beeville, TX08.2015
Skills
- Fiserv- DNA, Precision, Director
- Meridian Link
- Integrated Teller
- Microsoft- Excel, Word, Outlook
- Business Process Manager
- IQQ
- Client Central
- WireXchange
- Portfolio Viewer Onbase
- Base2000
- Workday
- Verifin
Timeline
Contact Center Representative II
Service Credit Union
11.2023 - Current
Loan Service Representative II
Service Credit Union
07.2021 - 09.2023
Administration Assistant/Teller
SouthTrust Bank
01.2020 - 06.2021
Member Service Call Center Representative
RBFCU
07.2019 - 01.2020
Teller/Loan Operations Specialist
SouthTrust Bank
02.2016 - 07.2019
Licensed Cosmetology -
Coastal Bend College
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