Caitlyn Moses
Norfolk,VA
Summary
Proven financial service professional with a track record of enhancing customer satisfaction and streamlining account management at Navy Federal Credit Union. Excelled in multitasking and maintaining transaction accuracy, boosting client relations through effective complaint resolution. Skilled in Microsoft Office Suite and adept at clear communication, consistently surpassed service recommendations.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Financial Service Rep
Navy Federal Credit Union
01.2024 - Current
- Helped over 50-60 member via phone or chat every day with positive attitude and focus on customer satisfaction.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Accepted payments and updated accounts with latest information.
- Operated in dynamic, high-volume environments to provide skilled assistance to customers each day.
- Assisted/introduced members with self service functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Demonstrated leadership skills in managing projects from concept to completion
Insurance Customer Service Representative, MOAT
GEICO
02.2023 - 01.2024
- Responded to customer requests for products, services, and company information.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Completed customer applications and updated records to reflect current information.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Set up customer payment plans to cover annual policies and renewals.
- Allowed new customer service representatives to shadow while preforming best practices on policies and procedure
- Assessed customer needs and recommended suitable insurance policies for home or auto insurance.
Teller II
Summit Hampton Roads FCU
06.2021 - 02.2023
- Identified sales opportunities and referred customers to branch partners in financial services.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Educated customers on use of banking website and mobile apps.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Maintained accurate records of customer transactions in line with bank procedures.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Handled various accounting transactions.
- Generated monthly reports on customer activity and customer feedback.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Executed wire transfers, stop payments and account transfers.
- Processed applications for new accounts.
- Established rapport with new clients to increase satisfaction and loyalty.
- Trained new hires on customer service policies and procedures.
- Counted, verified and handled bank deposits and armored car transactions.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Cross-sold credit cards, loans and other bank products.
- Monitored and verified suspicious activity on customer accounts.
- Educated customers on online banking and mobile banking applications.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
Education
High School Diploma -
Norview High School
Norfolk, VA06.2022
Skills
- Payment Acceptance and transaction accuracy
- Account Management
- Service Recommendations
- Detail Oriented
- Organized
- Multitasking
- Strong written and verbal communication
- Database Management
- Customer Relations
- Complaint resolution
- Microsoft Office Suite
- Reading Comprehension
Certification
- CNP - Certified Notary Public
Timeline
Financial Service Rep
Navy Federal Credit Union
01.2024 - Current
Insurance Customer Service Representative, MOAT
GEICO
02.2023 - 01.2024
Teller II
Summit Hampton Roads FCU
06.2021 - 02.2023
High School Diploma -
Norview High School
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