Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Personable Member Advocate offering 6+ years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Financial Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
28
28
years of professional experience
Work History
Member Advocate
Publix Employees Federal Credit Union
05.2017 - Current
Worked effectively with staff from all departments to coordinate resolutions.
Entered details into computer systems and managed database of information.
Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Performed various administrative tasks by filing, copying and faxing documents.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Responded to customer calls and emails to answer questions about products and services.
Handled complaints with prompt, courteous service to uphold professional reputation.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Verified customer identification and documentation for compliant transactions.
Maintained and managed customer files and databases.
Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
Opened customer accounts and provided deposit and withdrawal receipts.
Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
Educated and engaged customers with new bank products and services.
Resolved customer issues through thorough dispute investigation.
Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
Cross-sold bank services and products to uplift customer investments.
Generated account activity reports to identify upgrade and sales opportunities.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Investigated and resolved customer inquiries and complaints quickly.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Maintained up-to-date knowledge of product and service changes.
Responded proactively and positively to rapid change.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Educated customers about billing, payment processing and support policies and procedures.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Trained new personnel regarding company operations, policies and services.
Trained staff on operating procedures and company services.
Developed strong relationships with customers through high levels of customer service.
Assisted customers in understanding loan terms and conditions to make informed decisions.
Originated, reviewed, processed, closed, and administered customer loan proposals.
Submitted loan applications to underwriter for verification and recommendations.
Maintained strict confidentiality of bank records and client information.
Collaborated with other departments to promptly process loan applications.
Monitored performance of existing loan portfolios to identify and address any issues.
Compiled database of loan applicants' credit histories, financial statements and other financial information.
Utilized risk management strategies to attain high loan approval rates.
Recommended loan approvals and denials based on customer loan application reviews.
Processed loan applications and monitored progress from start to finish.
Evaluated loan requests and documents to verify accuracy and completeness.
Assisted customers with completing loan applications and other paperwork.
Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
Negotiated loan terms and conditions with customers to secure best deal.
Proactively identified solutions for customers experiencing credit issues.
Explained very technical financial information to applicants in easy to understand language.
Approved loan applications based on customer creditworthiness and provided detailed financial advice.
Analyzed potential risks and evaluated loan products to identify suitable options for customers.
Monitored pipelines to track and log status of loans.
Assessed loan portfolios for compliance with underwriting policies.
Identified opportunities to cross-sell and upsell loan products to customers.
Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
Teller
Georgia's Own Credit Union
01.2015 - 05.2017
Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.