Emily Sayre
Erie,PA
Summary
Customer 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.
Overview
17
17
years of professional experience
Work History
Member Solutions Specialist
Erie Federal Credit Union
10.2022 - Current
- Responsible for the control of late and/or delinquent loan accounts and pending late payments reminders
- Make outgoing telephone calls on delinquent loan and share accounts and maintain accurate records on all accounts
- Facilitate in decreasing delinquencies and losses for the Credit Union while balancing the goodwill of members with the overall business interests of the credit union
- Monitor payments for late and/or delinquency status
- Follow up on delinquent, high-balance, and overdue credit balance accounts by phone, letter, and/or e-mail
- Locate and contact delinquent members by telephone, mail, and e-mail to determine the reasons for balance or delinquency
- Explain available options and assist them in developing plans to bring accounts to a current status
- Negotiate workout plans and collect on overdue account wherever possible
- Understand and educate members on account terms and alternate payment programs and methods
- Interprets and explains loan contracts, payment histories, and credit union policies to members
- Notify co-signers regarding status of delinquent accounts
- Secure credit bureau reports
- Skip trace on loan accounts
- Maintain accurate data for repossession log, bankruptcy files, charge-off list, and more
- Update files and system accounts via the credit union's delinquent loan recovery system
- Work all assigned queues and return all member messages in a timely manner
- Transfer monies at the members request or when necessary for a delinquent payment
- Maintain a schedule of transfers to aid members in getting and staying in compliance with their payments
- Process Magic Writer payment requests
- Contact members concerning insurance coverage on credit union collateral
- Submit and Track Insurance coverage on credit union collateral
- Force place collateral insurance when necessary and refund insurance premium when insurance is verified
- Determine when loan modifications and extensions are warranted
- Gather necessary information and make referrals to the loan department
- Communicate with Credit Union staff and members regarding collection and courtesy pay procedures
- Understand and follow all applicable Federal and State laws and regulations, including but not limited to, FDCPA and Federal Bankruptcy Act
- Maintain knowledge of Credit Union products and services
- Maintain current knowledge of and compliance with all Credit Union policies and procedures, including compliance with the Bank Secrecy Act and all federal laws and regulations as set forth by the NCUA and other regulatory agencies
- Attend conference, seminars, and training courses related to areas of responsibility
- Assist members in inquires on loan and share accounts, performing the necessary research to resolve the problem.
Member Service Representative
Erie Federal Credit Union
10.2020 - 10.2022
- Serve as a liaison between the member and the credit union
- Responsible for providing account information by phone or in person, opening new accounts, and providing information on the full range of credit union products and services
- Resolve members' issues and professionally handle the members' daily credit union needs
- Provide a variety of transactional services to members
- Observe and monitor facility security, including perimeter, via interior and exterior surveillance systems as provided
- Greet and welcome members and visitors to the credit union in a professional manner
- Represent credit union to members in a courteous manner following the credit union's Member Service Standards and provide prompt, efficient, and accurate service during each member interaction
- Respond to and resolve members' requests, discrepancies, problems, and complaints
- This may involve research and communication with other employees from other departments
- Meet with existing and new members, both personal and business, to discuss; cross-sell; and/or open the full range of products and services offered by the Credit Union according to Credit Union policy and procedures
- Send adverse action notice for denied accounts
- Provide information about the various products and services to new members, existing members and potential members
- Process requests from members for transfers of shares, check withdrawals, address changes, statement copies and other requests received from members
- Assist members in reconciling their accounts
- Accept and process stop payment requests
- Gather information for ATM/Debit Card and ACH fraud
- Complete reports and send to appropriated departments for processing
- Assist members on matters involving direct deposit, payroll deduction, and electronic transaction; complete required forms and forward to proper department
- Process new and renewal of certificates of deposits (CDs) and Individual Retirement Accounts (IRAs) according to credit union policy and procedures
- Process IRA withdrawals, deposits, change requests, etc
- According to credit union policy and procedures
- Close accounts per member's request
- Process Savings Bonds and Foreign currency orders/redemptions
- Sell Gift Cards and Travel Cards, event tickets (maintaining and balancing the ticket and candy supply and funds.) Process outgoing and incoming wire transaction requests
- Answer phones and assist members with transactions and questions
- Initiate and complete necessary processing on accounts for deceased members
- Float to other branches as MSR when needed as well as assist Support Center when necessary
- Use Synapsys for functions and procedures set by the credit union
- Maintain current knowledge of and compliance with all Credit Union policies and procedures, including compliance with the Bank Secrecy Act and all federal laws and regulations as set forth by the NCUA and other regulatory agencies
- Observe and monitor facility security via interior and exterior surveillance systems and report any suspicious activity to Branch Manager and/or Branch Operations immediately
- Maintain proper log of all visitors to facility according to Erie Federal Credit Union Physical Security Guidelines Policy
- Sort and/or deliver all mail and packages delivered to facility
- Other Tasks as assigned by management.
Teller
Erie Federal Credit Union
04.2018 - 10.2020
- Serves as Credit Union liaison responsible for providing Teller services to members
- Perform routine member transactions, including but not limited to deposits, withdrawals, loan payments, transfers and check cashing
- Provide routine information on Credit Union services and policies, including eligibility for membership, types of accounts, rates, and office hours
- Respond to members' requests, problems, and complaints, and/or direct them to the proper person for specific information and assistance
- Explain member services available at the Credit Union
- Process mail and night deposit transactions
- Provide members with account status, including current balances and loan pay-offs
- Keep up on all Credit Union procedures and services
- Deposit members' funds into CD and IRA accounts
- Issue cashier checks and money orders
- Balance drawer at end of day
- Provide members with the forms necessary to transact business at the Credit Union
- Cross-sell products and services offered by the Credit Union
- Other tasks as assigned by management.
Cashier
Walmart
10.2017 - 12.2017
- Run register, help stock shelves and also help as management asked.
Cashier
Dollar Tree
08.2017 - 10.2017
- Run register, help stock shelves and also help as management asked.
Sales/Customer Service Representative
Bluestem Brands (Blair/Orchard Brands)
08.2015 - 01.2017
- Customer service: Answer calls, input orders, up sell items, and help customers choose items
- Take customer concerns; help with expediting a resolution, track orders
- Other tasks as assigned by management.
Sales Associate
Valu Home Center
03.2014 - 08.2015
- Run register, help stock shelves, make sale signs for displays, and also help as management asked.
Assistant Store Manager
Things Remembered
11.2013 - 09.2014
- Helping the store manager with daily responsibilities, maintain and surpass sales goals, manage teammates and work one-on-one to help with teammate sales dialogue
- Make sure special orders are confirmed in the POS, if not refax to the warehouse
- Taking customer issues/resolving customer issues
- Stock the sales floor
- Follow the company display guide to set new sale changes
- Help customers find the perfect gift and personalize it for that occasion
- Explain to customers how to fill out work orders
- Run the cash register; help coworkers learn how to run register when needed
- Engrave items as customer requests
- Help teach other coworkers how to engrave, when needed
- Sell rewards club memberships and our special promotions to help our store reach its goals
- Track, watch and place special orders that need to come from other stores or the fulfillment center for specific orders
- Call customers when orders arrive in or when asked to by management
- Answer phone and assist customers on phone
- Sign for deliveries
- Help organize store, so day to day operations are easier for management and other co-workers
- Open and Close store according to procedure
- Make bank deposits, and get change from the bank
- Come into work early if needed by other management or co-workers
- Show customer's final products at pick up
- Filing work orders and other paper work as needed
- Cover co-workers shifts if they are unable to go into work.
Sales Associate
Dakota Watch Co.
08.2013 - 03.2014
- Helping customers find a watch they will love! Customer service; running register, putting stock away, entering data/inventory into computer, minor watch repair
- Also Opening and Closing the Kiosk, and other duties as assigned by my managers.
Sales Associate & Engraver
Things Remembered
05.2013 - 11.2013
- Helping customers find the perfect gift and personalize it for that occasion
- Explain to customers how to fill out work orders
- Run the cash register; help co-workers learn how to run register when needed
- Engrave items as customer requests
- Help teach other co-workers how to engrave, when needed
- Sell rewards club memberships and our special promotions to help our store reach its goals
- Help the managers with special projects as needed
- Track, watch and place special orders that need to come from other stores or the fulfillment center for specific orders
- Call customers when orders arrive in or when asked to by management
- Answer phone and assist customers on phone
- Sign for deliveries
- Help organize store, so day to day operations are easier for management and other co-workers
- Open and Close store according to procedure
- Come into work early if needed by management
- Show customer's final products at pick up
- Filing work orders and other paper work as needed.
UC Intake Interviewer
PA Department of Labor & Industry
01.2009 - 07.2012
- Taking calls, answering questions about claims, taking new claim information.
- Explaining unemployment law.
- Data entry, paperwork as needed .
- Following instruction as needed from supervisors, and filing paperwork as needed.
Cashier/Delivery Clerk
Frontier Pharmacy
07.2007 - 01.2009
- Helping customers find items in the store
- Using the cash register to ring the items up
- Finding prescriptions for pick up
- Answering phones
- Setting up prescriptions for delivery
- Cleaning the store front when necessary
- Stocking shelves when needed
- Other tasks as assigned by supervisors when needed.
Education
Strong Vincent High School
06.2008
Skills
- Financial Acumen
- Exceptional Communication
- Interpersonal skills
- Empathy and understanding
- Active listening
- Attention to detail
- Customer Service
- Calm and Professional Under Pressure
- Critical thinking
- Problem-solving abilities
- Customer service orientation
- Adaptability and flexibility
References
Available upon request
Timeline
Member Solutions Specialist
Erie Federal Credit Union
10.2022 - Current
Member Service Representative
Erie Federal Credit Union
10.2020 - 10.2022
Teller
Erie Federal Credit Union
04.2018 - 10.2020
Cashier
Walmart
10.2017 - 12.2017
Cashier
Dollar Tree
08.2017 - 10.2017
Sales/Customer Service Representative
Bluestem Brands (Blair/Orchard Brands)
08.2015 - 01.2017
Sales Associate
Valu Home Center
03.2014 - 08.2015
Assistant Store Manager
Things Remembered
11.2013 - 09.2014
Sales Associate
Dakota Watch Co.
08.2013 - 03.2014
Sales Associate & Engraver
Things Remembered
05.2013 - 11.2013
UC Intake Interviewer
PA Department of Labor & Industry
01.2009 - 07.2012
Cashier/Delivery Clerk
Frontier Pharmacy
07.2007 - 01.2009
Strong Vincent High School
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