Christine Joiner
Kankakee,IL
Summary
Experienced Senior Member Services Representative skilled in customer service protocols, conflict resolution, and relationship building. Delivered improvements in member satisfaction and operational efficiency through effective problem-solving and quality focus. Interpersonal communication skills foster positive relationships with members and colleagues.
Overview
36
36
years of professional experience
Work History
Senior Member Service Representative
FieldstoneCredit Union
Bradley, IL
07.2016 - 09.2026
- Provided an overview of member service operations.
- Supervised daily operations of member service area, ensuring efficient and accurate service delivery while maintaining high quality standards. Provide guidance and support to Member Service Representatives, resolve complex member issues, and maintain compliance with financial regulations. Perform service-oriented team environment.
- Supervise and support Member Service Representatives by scheduling staff, assigning work, answering questions, and resolving operational and member-related issues.
- Coached and mentored employees to enhance performance and foster a motivated, well-trained team.
- Ensure staff are trained and cross-trained in all products, services, and operational procedures.
- Maintain compliance with state and federal regulations, including the Bank Secrecy Act and Patriot Act.
- Perform daily teller functions with a high degree of accuracy and attention to detail.
- Act as vault teller, including cash ordering, verification, distribution, balancing, and security.
- Investigated discrepancies and implemented corrective actions, enhancing operational integrity and compliance.
- Assist in policy development and ensure adherence to procedures and regulatory changes.
- Serve as primary contact for ATM operations and external service providers.
- Process daily financial reports, including Positive Pay and internal operational reports.
- Review and process membership applications, certificates, and account-related documentation.
- Oversee facility appearance and maintenance, including drive-thru operations and exterior grounds.
- Coordinate staff schedules, including lunch coverage and weekend supervision.
- Reports to: Member Service Representative Supervisor
- Executive Leadership: Executive Vice President, President
- Train and onboard new employees.
- Assist with hiring and interviewing candidates.
- Approve time-off requests in supervisor's absence.
- Handle escalated member issues and operational challenges.
- Process deceased member accounts and verification requests.
- Serve as Notary Public.
- Support board reporting and membership committee documentation.
Supervisor, Customer Service, Department Manager
Super Kmart
Bradley, IL
05.1990 - 05.2016
Education
High School Diploma -
Skills
- Customer service & relationship management
- Problem solving & conflict resolution
- Communication and interpersonal skills
- Team leadership & employee development
- Cash handling & financial transactions
- Regulatory compliance (BSA, Patriot Act)
- Attention to detail & accuracy
- Microsoft Word & Excel
Timeline
Senior Member Service Representative
FieldstoneCredit Union
07.2016 - 09.2026
Supervisor, Customer Service, Department Manager
Super Kmart
05.1990 - 05.2016