DONITA EARLE

• Opening new membership, checking, savings, and certificate accounts.
• Processing consumer loan applications (auto, personal, credit cards, and home line of credit).
• Explaining credit union products and services, including loans, credit cards, online banking, and investments.
• Verifying member identity, income, employment, assets, and credit history while ensuring compliance with federal regulations (such as the Bank Secrecy Act and anti-money laundering requirements).
• Acting as Head Teller when needed, ensuring the teller line runs efficiently.
• Balancing the branch vault, ATM, and cash drawers.

03/2024-Current

Vault Teller/ Back up head teller

• Responsible for all head teller-related duties including maintaining and balancing cash recyclers, ensuring checks are scanned in a timely manner, daily branch balancing, and all operational opening and closing processes are followed as stated in procedures.

• Ensure daily accuracy of the vault and cash totals; promptly researching and resolving discrepancies to ensure that the branch is in balance at the end of the day.
• Assisted customers with transactions and inquiries to enhance satisfaction. Processed deposits, withdrawals, and account transfers accurately. Supported team efforts to maintain efficient service delivery.

• Balance customer resolution with business efficiency by achieving resolution rate of 91% or higher, leading in performance and productivity year over year.
• Currently provides customer service through processing high volume of inbound calls answered calls per day by addressing customer inquiries, solving problems, and providing new product information.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
• Creates, develops, and provides implementation of work processes, planning to maximize department proficiency and achieve desired results on a regular basis.
• Reconciles any customer related issues with billing including locating applicable billing information, determining appropriate bills and credits, requesting copies of partially paid invoices, and contacting sales representatives when necessary.
• Utilizes negotiation and persuasion tactics to provide win-win solutions that work for customers and company.

• Trained, mentored, and coach 7 new personnel perusing the “Deliver the Promise Call Flow” module which resulted in several employees being selected in the Top 20 of the Call Center in June 2017.
• Used an scheduling system called Exception Management tool to schedule new hire coaching and update daily schedules.
• Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
• Provided side-by-side support, role plays and skill assessment drills in training peers.

• Provided assistance and followed up with escalated issues involving customers and supervisors.
• Acted as a point of contact to customer service support teams in the absence of team leaders and management.
• Supported Call Center's Upper Management with escalated customer and client situations in efforts to resolve issues, coach colleagues/team members, and improve overall techniques and overall customer service experience.
• Assisted the call center with developing representative's behaviors that negatively affect call drivers , created custom solutions for escalated customers while complying with the sender budget and business practices.

• Balance customer resolution with business efficiency by achieving resolution rate of 91% or higher, leading in performance and productivity year over year.
• Currently provides customer service through processing high volume of inbound calls answered calls per day by addressing customer inquiries, solving problems, and providing new product information.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
• Creates, develops, and provides implementation of work processes, planning to maximize department proficiency and achieve desired results on a regular basis.
• Reconciles any customer related issues with billing including locating applicable billing information, determining appropriate bills and credits, requesting copies of partially paid invoices, and contacting sales representatives when necessary.
• Utilizes negotiation and persuasion tactics to provide win-win solutions that work for customers and company.