April Whitehead
Titusville
Summary
Dedicated Member Service Representative with proven expertise in delivering exceptional member experiences and resolving complex inquiries. Skilled in financial product education and compliance, leveraging strong problem-solving abilities to enhance service efficiency. Adept at identifying member needs and providing tailored solutions, resulting in increased satisfaction and retention. Passionate about fostering a collaborative team environment while maintaining rigorous adherence to regulatory standards.
Overview
4
4
years of professional experience
Work History
Member Service Representative III
Launch Credit Union
04.2025 - Current
- Delivered exceptional member service by addressing inquiries and resolving account issues efficiently.
- Facilitated new member onboarding, ensuring smooth integration into credit union services and products.
- Managed member transactions accurately, including deposits, withdrawals, and loan payments.
- Educated members on financial products, enhancing awareness and promoting informed decision-making.
- Maintained up-to-date knowledge of current products
- Assisted members in achieving financial goals by recommending suitable products and services based on their needs.
- Increased cross-selling success by proactively identifying member needs and suggesting appropriate financial solutions.
- Resolved member complaints and disputes to maintain satisfaction and loyalty.
- Collaborated with branch team members to improve overall performance and achieve goals consistently.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environments
- Reviewed and processed consumer loan applications, ensuring compliance with lending policies.
- Guided members through the loan process, providing expert advice on suitable financing options.
- Assisted members in selecting appropriate loan products based on their financial needs and goals.
- Increased customer satisfaction levels through prompt, accurate, and friendly service in the loan process.
Member Service Representative II
05.2024 - Current
- Provided exceptional member service by handling transactions, resolving inquiries, and educating members on financial products and services
- Processed deposits, withdrawals, loan payments, and account transfers while maintaining cash drawer accuracy
- Opened and maintained various accounts, including business, checking, savings, certificates of deposit, and IRAs
- Assisted members with account maintenance such as updating personal information, ordering checks, and troubleshooting online banking issues
- Advised members on financial products, ensuring they chose the best options for their needs
- Ensured compliance with credit union policies and regulations to mitigate risks
- Demonstrated problem-solving skills by handling member disputes and resolving account issues efficiently
- Collaborated with team members and management to streamline operations and enhance member experience
Member Service Representative I
06.2021 - Current
- Provided exceptional member service by assisting with transactions, inquiries, and account management
- Processed deposits, withdrawals, loan payments, and other financial transactions accurately and efficiently
- Educated members on credit union products and services, including checking and savings accounts, loans, and online banking
- Assisted members with account maintenance, such as address updates, debit card issues, and direct deposits
- Researched and resolved member concerns, ensuring a positive banking experience
- Promoted financial literacy by explaining account benefits and helping members make informed financial decisions
- Maintained compliance with credit union policies, procedures, and federal regulations, including confidentiality and security standards
- Collaborated with team members to meet branch goals and enhance overall service delivery
- Managed cash drawer with accuracy, balancing daily transactions to maintain financial integrity
Education
Paramedic - Paramedic
Brevard Community College
Palm Bay, Florida01.2009
Emergency Medical Technician - Emergency Medical Technician
Brevard Community College
Cocoa, FL01.2003
Skills
- Problem solving
- Conflict resolution
- Identifying member needs
- Finding tailored solutions
- Effective communication
- Member education
- Regulations
- Compliance
- Adaptability
- Flexibility
- Teamwork
- Collaboration
Accomplishments
Mortgage Master Qtr 2 2025
ADDITIONAL INFORMATION
- Rising Star Program graduate
- Multiple 5 star google reviews
- Active participant in Launch's community outreach initiatives, including volunteer events
Timeline
Member Service Representative III
Launch Credit Union
04.2025 - Current
Member Service Representative II
05.2024 - Current
Member Service Representative I
06.2021 - Current
Paramedic - Paramedic
Brevard Community College
Emergency Medical Technician - Emergency Medical Technician
Brevard Community College
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