Courtney Rogers
Jacksonville
Summary
Dynamic Digital Services Specialist with a proven track record at VyStar Credit Union, excelling in technical support and operational efficiency. Expert in troubleshooting and root cause analysis, I effectively resolved complex issues while enhancing customer satisfaction through strong communication and problem-solving skills. Committed to delivering exceptional service and innovative solutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Digital Services Specialist
VyStar Credit Union
Jacksonville
10.2022 - Current
- Analyzed challenges and efficiently reestablished operations.
- Provided operational and technical support for e-service issues via telephone, electronic communication and desk-side services.
- Provided technical support for customers using digital services products.
- Identified root cause of technical issues and developed solutions.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Relationship Specialist
VyStar Credit Union
Jacksonville
05.2021 - 10.2022
- Processed loan applications and verified documentation for accuracy.
- Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
- Handled cash deposits and withdrawals accurately according to established procedures.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Informed customers about new products or services available through the bank.
- Checked customers' identification when necessary in compliance with anti-money laundering regulations.
- Processed wire transfers in accordance with established policies and procedures.
Recovery Agent
Prince Parker & Associates Inc.
Jacksonville
09.2019 - 05.2021
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Resolved complex issues that arose during the collections process.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
Customer Service Representative
Convergys
Hickory
04.2018 - 05.2019
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Assisted with customer requests and answered questions to improve satisfaction.
- Demonstrated advanced product knowledge to solve customer issues.
- Supported customers with online billing, access, and account issues.
- Served as first point of contact for incoming technical service calls and emails.
Education
High School Diploma -
Lincolnton High School
Lincolnton, NC06-2016
Skills
- Technical support
- Troubleshooting techniques
- Root cause analysis
- Operational efficiency
- E-service management
- Customer relationship management
- Problem solving
- Effective communication
- Attention to detail
- Critical thinking
- Active listening
Certification
- Comp Tia A+
Timeline
Digital Services Specialist
VyStar Credit Union
10.2022 - Current
Relationship Specialist
VyStar Credit Union
05.2021 - 10.2022
Recovery Agent
Prince Parker & Associates Inc.
09.2019 - 05.2021
Customer Service Representative
Convergys
04.2018 - 05.2019
High School Diploma -
Lincolnton High School
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