Summary
Overview
Work History
Skills
Timeline
Generic

Dalynn Pinkerton

Georgia

Summary

Highly motivated employee with strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Personable and dedicated customer service representative with extensive industry experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Overview

15
15
years of professional experience

Work History

Senior Member Service Representative

Navy Federal Credit Union
McDonough, GA
11.2019 - Current
  • Provided excellent customer service to members, both in person and over the phone.
  • Resolved complex member inquiries and escalated issues as appropriate.
  • Process deposits, withdrawals, loan payments, transfers, and other transactions accurately.
  • Assist members with account opening and maintenance activities.
  • Develop a robust understanding of all credit union policies, procedures, products, and services.
  • Regularly examine team members' transactions, documentation, and notes to verify compliance.
  • Managed daily operations including balancing cash drawers, reconciling accounts, filing documents and maintaining security protocols.
  • Demonstrated ability to remain composed under pressure while utilizing internal resources to create effective problem resolutions.
  • Leads and trains a team of tellers, enforcing compliance with all banking policies and procedures.
  • Ensured accurate daily monitoring of cash levels in the vault while identifying and resolving discrepancies.
  • Provides ongoing coaching and feedback to tellers on their job performance.
  • Performed daily balancing of the cash drawer as well as other assigned duties such as ATM monitoring or check cashing.
  • Ensured adherence to all applicable laws and regulations related to banking operations.
  • Identifies potential fraud risks or suspicious activities within the branch's financial accounts.
  • Developed captivating presentations to enhance learning about the Bank Secrecy Act, Anti-Money Laundering, Structuring, and various other rules and regulations.
  • Serve as a point of contact for escalated member inquiries from other branches.
  • Conduct regular audits of operational processes to identify areas for improvement.
  • Conduct research on new banking products, services, and trends to ensure up-to-date training materials.
  • Explained various types of IRAs to customers including Traditional, Roth, SEP, SIMPLE plans.
  • Assist in the processing of IRA contributions, transfers, and distributions.
  • Process applications for new IRA accounts in accordance with established procedures.
  • Maintain updated knowledge through continuing education and advanced training.

Vault Custodian/Member Service Representative

Navy Federal Credit Union
Stockbridge, GA
02.2014 - 11.2019
  • Performed daily inspections of the vault to ensure it is secure from unauthorized access.
  • Assisted with inventorying, organizing, and cataloging material stored in the vault.
  • Maintained a clean and orderly work environment within the vault.
  • Greeted customers and provided assistance with inquiries regarding products, services, and account information.
  • Processed customer deposits, withdrawals, loan payments, transfers, and check cashing.
  • Provided guidance to customers on utilizing online banking tools for managing their accounts.
  • Verified identity of customers through driver's license or other documentation as required by law.
  • Completed documents such as loan applications, credit cards applications and renewal forms accurately.
  • Educated customers on the features of various banking products and services available at the institution.
  • Answered emails from current clients regarding account balances, transaction details.
  • Adhered to strict compliance regulations when handling confidential data or personal information.
  • Assisted with training new employees on proper banking procedures and policies.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Identified transaction errors when debits and credits did not balance.
  • Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
  • Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.

Deposit Services Representative

Navy Federal Credit Union
Pensacola, FL
11.2009 - 11.2014
  • Answered customer inquiries regarding account balances, transactions, fees and other related banking services.
  • Assisted customers with opening new accounts, transferring funds between accounts, closing existing accounts and making loan payments.
  • Adhered to bank policies and regulations when processing transactions for customers.
  • Processed wire transfers for both domestic and international accounts according to established guidelines.
  • Promoted additional banking products such as savings plans, credit cards, to increase profitability.
  • Researched complex customer requests utilizing available resources efficiently.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Processed loan applications and verified documentation for accuracy.
  • Received telephone calls from customers regarding their accounts or services provided by the bank.
  • Conducted research into customer questions or problems using available resources.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Developed effective working relationships with team members across multiple departments.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service-related issues.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Navigated through computer systems to review information and respond appropriately to callers.

Skills

  • Training and mentoring
  • Compliance understanding & training
  • Customer service expertise
  • Operational Soundness Champion
  • Member retention
  • Customer Support
  • Service Recommendations
  • Financial Transactions
  • Analytical Skills
  • Dispute Resolution
  • Familiarity with BSA, Patriot Act, OFAC
  • High Call Volume
  • Critical Thinking
  • Detail-Oriented

Timeline

Senior Member Service Representative

Navy Federal Credit Union
11.2019 - Current

Vault Custodian/Member Service Representative

Navy Federal Credit Union
02.2014 - 11.2019

Deposit Services Representative

Navy Federal Credit Union
11.2009 - 11.2014

Similar Profiles

CREATE PROFILE
Dalynn Pinkerton