Ember Cedergreen
McKinleyville,CA
Summary
Team lead with experience in member relations, complaint resolution, and policy enforcement. Proficient in clear communication, employee training, and calm problem-solving in fast-paced support settings.
Overview
7
7
years of professional experience
Work History
Member Support Center Team Lead
Coast Central Credit Union
McKinleyville, California
09.2024 - Current
- Coached employees on Coast Central Credit Union policies and service standards, enhancing their understanding and application in member interactions.
- Resolved member issues with clear communication and careful follow-up
- Led team members in prioritizing tasks and meeting deadlines, maintaining high service quality standards.
- Resolved customer complaints or queries promptly and efficiently.
- Reviewed compliance requirements and reinforced secure handling of member information
- Trained new staff in relevant processes and procedures.
- Supported staff during peak workload periods, ensuring seamless service delivery to members.
Member Support Center Representative II
Coast Central Credit Union
12.2021 - 09.2024
- Assisted members with Online Banking.
- Assisted Coast Central Credit Union members with account services and daily inquiries.
- Processed deposits, withdrawals over the phone.
- Verified identification and followed credit union policies for secure transactions.
- Accurately completed account verifications requested by government institutions
- Promoted online banking and mobile services to Coast Central Credit Union members.
Member Services Specialist
Coast Central Credit Union
05.2019 - 12.2021
- Completed day-to-day duties accurately and efficiently.
- Processed cash, check, and transfer transactions in credit union systems.
- Identified members using credit union verification and security standards.
- Balanced cash drawer and verified daily cash counts with branch procedures.
- Assisted members with deposits, withdrawals, loan payments, and account inquiries.
- Provided coverage for back office and member facing offices.
Skills
- Member relations
- Complaint resolution
- Escalation management
- Policy enforcement
- Quality assurance
- Employee training
- Team leadership
- Problem solving
- Effective communication
Timeline
Member Support Center Team Lead
Coast Central Credit Union
09.2024 - Current
Member Support Center Representative II
Coast Central Credit Union
12.2021 - 09.2024
Member Services Specialist
Coast Central Credit Union
05.2019 - 12.2021