Amy Mikkelson
Rhinelander
Summary
Dedicated Member Service Representative with proven skills in customer relationship management, loan processing, and effective communication. Committed to enhancing member satisfaction through attentive service and problem resolution.
Overview
4
4
years of professional experience
Work History
Member Service Representative II
CoVantage Credit Union
Rhinelander
07.2024 - Current
- Assisted members with account inquiries and transactions efficiently.
- Educated clients on credit union services and financial products.
- Processed member applications for loans and credit cards accurately.
- Resolved member issues by providing exceptional customer service support.
- Maintained accurate member records using internal database systems.
- Collaborated with team members to enhance service delivery processes.
- Conducted account maintenance tasks, ensuring compliance with regulations.
- Handled cash transactions securely and maintained balanced cash drawer.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Answered incoming calls regarding membership benefits and services.
- Greeted customers in a friendly and professional manner.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Handled customer complaints in an efficient and courteous manner.
- Presented and explained services and products to meet member needs.
- Answered member questions about products and services.
- Maintained accurate records of member interactions and transactions.
- Monitored compliance with organizational security protocols when interacting with members.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Delivered quality service by assessing, advising and assisting credit union members.
- Participated in team meetings to discuss customer service strategies and goals.
- Assisted colleagues with tasks as needed during peak times of activity.
- Attended training sessions regularly to stay abreast of changes in company policies or procedures.
- Responded promptly to emails from members seeking assistance.
- Reviewed new account applications to verify eligibility of prospective members.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Completed transactions for membership renewals and extensions.
- Researched complex issues related to accounts or services provided by the organization.
- Processed loan applications and documented loan decisions according to policy requirements.
- Referred complex issues to management for resolution.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increased member satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Conferred with Members by telephone or in person to provide information about products or services and take orders.
- Worked Domestic and International wires outgoing.
- Assisted members in Home Equity closings as well as other loan closings.
Member Service Representative
Connexus Credit Union
Ladysmith
06.2022 - 06.2024
- Assisted members with account inquiries and transactions efficiently.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Resolved member concerns through effective communication and problem-solving.
- Answered incoming calls regarding membership benefits and services.
- Educated members on credit union products and services available.
- Greeted customers in a friendly and professional manner.
- Enhanced member relationships by providing excellent service during each interaction.
- Scheduled appointments for financial consultations with specialists efficiently.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Handled customer complaints in an efficient and courteous manner.
- Presented and explained services and products to meet member needs.
- Answered member questions about products and services.
Education
Rhinelander High School
Rhinelander, WI05-1999
Skills
- Loan processing
- Loan Closing
- Transaction processing
- Wires
- Cash handling
- Money handling
- Fraud
- Compliance monitoring
- Financial product knowledge
- Customer relationship management
- Customer education
- Account management
- Attention to detail
- Multitasking and prioritization
- Time management
- Effective communication
- Problem solving
- Team collaboration
Timeline
Member Service Representative II
CoVantage Credit Union
07.2024 - Current
Member Service Representative
Connexus Credit Union
06.2022 - 06.2024
Rhinelander High School