Jack Wise
Scappoose
Summary
Member service supervisor with over five and a half years of experience in a financial institution. Skilled in retaining and de-escalating members, with a knack for mentoring. Able to perform well in high-stress scenarios while also being a dependable team player. Communicates effectively and is geared towards uplifting and empowering others.
Overview
7
7
years of professional experience
Work History
Member Service Representative II
Rivermark Community Credit Union
Oregon City
07.2022 - Current
- Advising Member Service Representatives on the internal helpline. Including, but not limited to, clarification of policy and procedures, assisting with complex requests, and taking escalations.
- Assisting with membership approvals and overrides. Providing approvals on items such as Zelle limit increases, fee waivers, and certain stop code requests.
- Calling back members on complex PSCU overflow requests.
- Monitoring Member Service Centers' call volumes and jumping into the member-facing queues when needed.
- Mentoring new hires, reviewing new hire calls, and coaching them on their performance.
- Leading side projects that benefited the organization. Such as the contact center newsletter and revamping new hires' first 120 days of on-the-job training material.
- Pre-merger: Assisted our chat team when needed. This included maintaining incoming chats and secured emails.
- Pre-merger: Facilitated incoming faxes. Responding to and delegating items such as verification of deposit requests and loan payoffs.
- Pre-merger: Worked returned mail processing.
Member Service Representative I
Rivermark Community Credit Union
Oregon City
11.2019 - 07.2022
- Intake of member-facing calls. Requests varied from basic account inquiries to complex requests. Requests including, but not limited to, IRA maintenance, wire transfer processing, and merchant disputes.
- Advocating member needs to management.
- Working with the back-office department to resolve member requests.
- De-escalating members by maintaining low average handle times on the phone. While providing accurate information with a professional disposition.
- Retention of vast amounts of policies and procedures.
- Meeting sales and service goals.
Stock Lead
Express
Portland
05.2018 - 11.2019
- Responsible for the performance of back-of-house employees.
- Oversaw the processing of apparel.
- Maintained incoming and outgoing shipments.
- Ensured the upkeep of the processing and overstock rooms.
- Assisted with the front of house when needed, with sales and service.
Education
Bachelor of Science - Political Science
Portland State University
Portland, OR12-2023
Associate of Science - Political Science
Portland Community College
Portland, OR06-2021
Skills
- Policy interpretation
- Escalation handling
- Member retention
- Conflict resolution
- Problem solving
- Member advocacy
Timeline
Member Service Representative II
Rivermark Community Credit Union
07.2022 - Current
Member Service Representative I
Rivermark Community Credit Union
11.2019 - 07.2022
Stock Lead
Express
05.2018 - 11.2019
Bachelor of Science - Political Science
Portland State University
Associate of Science - Political Science
Portland Community College
Similar Profiles
Kieyalyn McleanKieyalyn Mclean
Assistant Manager MSC at Rivermark Community Credit UnionAssistant Manager MSC at Rivermark Community Credit Union
Aben HillAben Hill
Chief Lending Officer at Rivermark Community Credit UnionChief Lending Officer at Rivermark Community Credit Union
TONYA BUTLERTONYA BUTLER
Floating Operations Manager (2017) at Rivermark Community Credit UnionFloating Operations Manager (2017) at Rivermark Community Credit Union
Gaby SantosGaby Santos
Catering Supervisor at AramarkCatering Supervisor at Aramark
Emily MenefeeEmily Menefee
Lead Certified Veterinary Technician at Bethany Family Pet ClinicLead Certified Veterinary Technician at Bethany Family Pet Clinic