Jamie Cobb

Member Service Counselor

Guardian Credit Union

12.2017 - Current

Contributed to a positive work environment by collaborating effectively with colleagues at all levels of the organization.
Supported new members during the onboarding process, providing guidance on navigating account features and services.
Recognized by management for consistently delivering outstanding service to members throughout tenure.
Provided backup support for other Member Service Counselors during periods of high call volume or staff absences.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Collaborated with team members to develop best practices for consistent customer service delivery.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Trained new Customer Service Representatives on company policies, procedures, and best practices.
Cross-trained and provided backup support for organizational leadership.
Managed teller schedules, ensuring adequate staffing levels during peak business hours.
Counted cash drawers and made bank deposits.
Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
Managed high volumes of cash movement accurately, supporting the ongoing operation of the branch effectively.
Balanced staff and vault at end of day and secured monies in accordance with established procedures.
Performed vault, alarm and door duties to facilitate opening and closing of operations.
Maintained accurate cash balances through meticulous record-keeping and regular audits.
Investigated staff out-of-balance conditions and instituted corrective procedures.
Trained new hires on customer service policies and procedures.
Cross-sold credit cards, loans and other bank products.
Evaluated employees' performance and offered recommendations for improvement to enhance operations efficiency.
Interviewed and hired teller candidates to promote adequate staff coverage during operating hours.
Trained new employees in cash handling procedures, bank policies.
Ensured a professional and welcoming atmosphere at all times by maintaining a clean, organized workspace and promoting adherence to dress code standards among staff members.
Established internal audit procedures to validate and improve accuracy of financial reporting.
Cross-trained existing employees to maximize team agility and performance.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Managed new branch as only internal employee when opening in a new county until a new manager could be hired.
Balanced and replenished ITM each week and sending accurate reconciliation forms to Accounting Department.