Summary
Overview
Work History
Education
Skills
Job Title
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Languages
References
Timeline
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Carla Martin

Raleigh

Summary

Efficient and detail-oriented, with a strong ability to manage member accounts, resolve inquiries, and provide exceptional customer service. Dependable and a team player. Demonstrates solid problem-solving skills, ensuring timely and accurate responses to member needs. Proven track record in maintaining organized and systematic workflows, contributing to overall team success. Bringing a conscientious approach and a robust work ethic to the role of Member Service Specialist.

Overview

14
14
years of professional experience

Work History

MEMBER SERVICE SPECIALIST

TowneBank
Raleigh
12.2023 - Current
  • Process account openings, closures, and maintenance requests efficiently.
  • Resolve customer inquiries efficiently, ensuring exceptional service and compliance with company policies.
  • Assist members with account inquiries and transaction requests.
  • Educate members on products and services available at TowneBank.
  • Collaborate with team members to enhance service delivery and member satisfaction.
  • Train new staff on member service protocols and best practices at TowneBank.
  • Research discrepancies on member accounts and resolved issues promptly and accurately.
  • Respond promptly to emails from members requesting assistance with banking products or services.
  • Process transfers, order a new ATM/debit card, and checks.
  • Participate in monthly Branch Operations meetings for updates on new processes.
  • Mentor and train newly hired Member Service Representatives.
  • Assist in the teller and vault for coverage when necessary.
  • Assist the Branch Operations Manager in audits and administrative duties.

MEMBER SERVICE REPRESENTATIVE/VAULT

TowneBank
Raleigh
10.2021 - 11.2023
  • Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
  • Managed cash drawers and balanced daily cash reports.
  • Handled large volumes of currency quickly and accurately with minimal errors.
  • Built and maintained client relationships through quality, personalized interactions.
  • Answered member questions about products and services.
  • Maintained accurate records of member interactions and transactions.
  • Verified identity information on new accounts using established procedures.
  • Attended training sessions regularly to stay abreast of changes in company policies or procedures.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Trained employees on cash drawer operation.
  • Processed wire transfers for customers both domestically and internationally.
  • Maintained and monitored coin and currency levels in bank vault and verified coin and currency sums received from branches, correspondent banks, customers and tellers.

SENIOR BANK TELLER

People First Credit Union
Whitehall
09.2019 - 09.2021
  • Resolved customer inquiries and complaints in a professional manner.
  • Handled large sums of money responsibly while adhering to established security protocols.
  • Maintained up-to-date knowledge of bank products and services to effectively answer customers' inquiries.
  • Identified opportunities for cross selling additional bank products such as savings accounts or investment options.
  • Processed check orders for new accounts as well as reordering checks for existing customers.
  • Managed multiple customer transactions simultaneously in a fast-paced environment.
  • Ensured compliance with applicable laws, regulations and policies governing banking activities.
  • Provided guidance to customers regarding online banking services such as bill payment, balance inquiry, transfer funds between accounts.
  • Demonstrated strong cash handling skills while processing deposits, withdrawals, transfers, and loan payments accurately.
  • Balanced currency, coin, and checks in cash drawers at ends of shifts.

HEALTH CONCIERGE

Aetna Insurance
Allentown
01.2019 - 08.2019
  • Assisted clients in navigating the healthcare system, including scheduling appointments, obtaining referrals and locating specialists.
  • Educated patients about available healthcare options such as insurance coverage, subsidies.
  • Utilized a variety of communication methods such as phone, email, text messaging and video conferencing to maintain contact with clients.
  • Answered phone inquiries from patients regarding their healthcare needs.
  • Assisted patients with insurance information and billing questions.
  • Explained policies, procedures, and services to patients using medical and administrative knowledge.
  • Referred patients to appropriate health care services or resources.
  • Maintained accurate records of all services provided and communicated results to relevant parties as needed.
  • Cultivated strong relationships with clients by listening to their concerns and providing compassionate support.
  • Analyzed data from various sources such as lab results, medical history, lifestyle habits to assess overall health status of clients.

Sales and Service Representative II

First Citizens Bank
Hendersonville
08.2011 - 09.2018
  • Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
  • Managed cash drawers and balanced daily cash reports.
  • Handled large volumes of currency quickly and accurately with minimal errors.
  • Assisted customers with account inquiries and service requests.
  • Promoted bank products and services to enhance customer engagement.
  • Maintained compliance with banking regulations and internal policies.
  • Collaborated with team members to improve service delivery standards.
  • Maintained confidentiality of all customer records and information according to company policies.
  • Verified customers' identification to ensure compliance with laws and regulations.
  • Delivered exceptional service to customers in person or over telephone.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
  • Served as a backup Vault Teller when necessary.
  • Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.

Education

Associate of Arts - Business Administration Certification

Joji Ilagan Career Centre
Cebu City, Philippines
06-1990

Bachelor of Science - Nursing

Cebu Doctor's University
Cebu City, Philippines
01-1989

High School Diploma -

Mandaue Gullas Academy
Mandaue City, Philippines
05-1986

Skills

  • Customer service standards
  • Relationship building
  • Data entry proficiency
  • Account maintenance
  • Teamwork and collaboration
  • Multitasking
  • Attention to detail
  • Organizational skills
  • Adaptability and flexibility
  • Reliability
  • Professionalism
  • Verbal and written communication

Job Title

Relationship Specialist

<Enter your own>

Title: Relationship Specialist

Languages

  • Tagalog, Fluent, Born in the Philippines
  • Cebuano, Fluent, Born in the Philippines

References

  • Vita Schumacher, TowneBank, Manager, (919) 788-7770, Vita.Schumacher@townebank.net
  • Breeann McKinnon, TowneBank, Operations Manager, (919) 788-7770, Breeann.McKinnon@townebank.net
  • Victoria Shelak, People First Federal Credit Union, Asst Head Teller, (610) 797-7440, Victoria.Shelak@peoplefirst.com
  • Shara Stalcup, First Citizens Bank, Financial Sales Manager I, (828) 884-2818

Timeline

MEMBER SERVICE SPECIALIST

TowneBank
12.2023 - Current

MEMBER SERVICE REPRESENTATIVE/VAULT

TowneBank
10.2021 - 11.2023

SENIOR BANK TELLER

People First Credit Union
09.2019 - 09.2021

HEALTH CONCIERGE

Aetna Insurance
01.2019 - 08.2019

Sales and Service Representative II

First Citizens Bank
08.2011 - 09.2018

Associate of Arts - Business Administration Certification

Joji Ilagan Career Centre

Bachelor of Science - Nursing

Cebu Doctor's University

High School Diploma -

Mandaue Gullas Academy

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