Analyse Younger
Bladensburg,MD
Summary
Personable Member Service Representative offering 10 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
5
5
years of professional experience
Work History
Member Service Representative
United States Senate Federal Credit Union
2019.05 - 2020.07
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Generated account activity reports to identify upgrade and sales opportunities.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Contact Center Representative
Educational Systems Federal Credit Union
2018.02 - 2019.05
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed debit and credit card and electronic check payments.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Produced financial statements and reports to comply with regulations.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
Banking Member Service Representative
Agriculture Federal Credit Union
2017.01 - 2018.01
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
- Educated customers about available services, products and bank resources.
- Answered bank phone lines and directed customers to appropriate department to address concerns.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Reviewed information in customer accounts and made recommendations for new products and services.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Trained and mentored new banking personnel on customer service strategies, supporting group performance goals.
- Monitored transactions for compliance with regulations and identified supervisor of discrepancies.
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
- Cross-sold credit cards, loans and other bank products.
- Trained new hires on customer service policies and procedures.
- Monitored and verified suspicious activity on customer accounts.
- Calculated fees due, interest and change for customer transactions.
- Received loan and utility payments, sending funds to correct destinations.
Teller
Money One Federal Credit Union
2015.05 - 2018.01
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Educated customers on online banking and mobile banking applications.
- Counted, verified and handled bank deposits and armored car transactions.
- Monitored and verified suspicious activity on customer accounts.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Executed wire transfers, stop payments and account transfers.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Processed applications for new accounts.
- Trained new hires on customer service policies and procedures.
- Wrote and distributed customer correspondence.
Education
Bachelor of Science - Business Management
Liberty University
Lynchburg, VA05.2027
High School Diploma -
Bladensburg High School
Bladensburg, MD05.2014
Skills
- Issue Resolution
- Service Upselling
- Product Sales
- Database Management
- Financial Transactions
- Multitasking
- Microsoft Office Suite
- Call Center Experience
- Data Entry
- Telephone etiquette
- Escalation Management
- Documentation Review
Timeline
Member Service Representative
United States Senate Federal Credit Union
2019.05 - 2020.07
Contact Center Representative
Educational Systems Federal Credit Union
2018.02 - 2019.05
Banking Member Service Representative
Agriculture Federal Credit Union
2017.01 - 2018.01
Teller
Money One Federal Credit Union
2015.05 - 2018.01
Bachelor of Science - Business Management
Liberty University
High School Diploma -
Bladensburg High School
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