Barbara Marcus
Bunnell,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in banking industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Hybird Member Service Rep
Launch Credit Union
Ormond Beach , Florida
11.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Delivered prompt service to prioritize customer needs.
- Reconciled cash drawer and resolved discrepancies.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Counted, verified and handled bank deposits and armored car transactions.
- Executed wire transfers, stop payments and account transfers.
CSR II
PNC Bank Ormond Beach, Florida
04.2017 - 11.2020
- Assessed customer needs and upsold products and services to maximize sales.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Upheld privacy and security requirements established by regulatory agencies.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
CSR II
TD Bank - Port Orange Florida
12.2010 - 03.2017
- Improved customer satisfaction by finding creative solutions to problems.
- Opened new customer accounts, including checking, savings, credit cards and lines of credit as well as personal loans and home loans for U.S. and Canadian customers
- Experience with closing of personal and HELOC loans, continued to build strong pipeline
- Research and resolved customer issues on personal savings, checking and lines of credit accounts for both U.S. and Canadian Customers
- Cross-trained as a teller, able to balance cash draw at the end of each day
- Exceeded SR Goals each quarter
- Overall Performance rating was Quality Solid
- All training up to date
Credit and Collection Manager
Horticultural Printers, Port Orange Florida
09.1998 - 12.2010
- Completed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
- Updated customer accounts with interactions, payments and personal information.
- Researched, evaluated and resolved discrepancies and customer concerns.
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
- Collaborated with legal resources and recovery teams to manage default issues.
- Attended training in topics such as credit management and civil court practices to maintain up-to-date knowledge.
- Renegotiated payment terms with dozens of suppliers.
- Opened and assigned new client accounts.
- Rectified escalated accounts payable issues from employees and vendors.
- Conducted month-end balance sheet reviews and reconciled any variances.
Education
Business Administration
Utica School of Commerce
Utica, NYSkills
- Adaptive team player
- Strong sense of banking ethics
- Excellent communication skills
- Strong work ethic
- Reliable
- Team player
- Upselling Products and Services
- Customer Data Confidentiality
- Creative Problem Solving
- Calm and Professional Under Pressure
Timeline
Hybird Member Service Rep
Launch Credit Union
11.2020 - Current
CSR II
PNC Bank Ormond Beach, Florida
04.2017 - 11.2020
CSR II
TD Bank - Port Orange Florida
12.2010 - 03.2017
Credit and Collection Manager
Horticultural Printers, Port Orange Florida
09.1998 - 12.2010
Business Administration
Utica School of Commerce