Jasmin Reyes
Gravette,AR
Summary
Personable and dedicated Members Service Specialist with extensive experience in the financial industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with members. Motivated to maintain member satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Member Service Specialist
UNIFY Financial Credit Union
Rogers, AR
11.2022 - Current
- Contacted customers about potential service upgrades, new promotions, products and services as well as account changes.
- Prevented key account losses by researching discrepancies and correcting problems.
- Prepared and evaluated reports to identify problems and areas for improvement.
- Surpassed sales goals through implementation of successful marketing strategies.
- Provided top quality control and eliminated downtime to maximize revenue.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Strengthened customer retention by offering discount options.
- Improved product knowledge on continuous basis to provide optimal service
- Promoted available products and services to customers during service, account management and order calls.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collected deposits or payments
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries through MES forms
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Developed relationships with members to increase loyalty and satisfaction through personal contact, follow-up calls, and outreach activities.
- Provided exceptional customer service to members and guests by answering inquiries, resolving complaints, and providing information in a timely manner.
- Assisted members with account opening processes, loan applications, and other financial services.
- Trained new employees on bank policies and procedures related to member services roles.
- Processed cash withdrawals and deposits including checks for accuracy before posting them into the system.
- Conducted periodic reviews of existing accounts for potential upgrades or changes.
- Provided technical support related to online banking systems as needed.
- Handled incoming phone calls from members regarding account balances or transactions.
- Maintained accurate records of all transactions according to established procedures.
- Researched discrepancies on member accounts and resolved issues promptly and accurately.
- Cross-sold products such as credit cards, loans, accounts, investments, insurance policies and other financial services.
- Used marketing materials for promotional campaigns aimed at increasing membership numbers.
- Responded promptly to emails from members requesting assistance with products or services.
- Explained various types of accounts available to customers or members in order to meet their individual needs.
- Maintained high levels of professionalism as well as product knowledge
- Participated in community events promoting the branch's services to potential members
- Performed daily audits of teller drawers to ensure compliance with security regulations.
- Monitored trends in customer feedback in order to identify areas needing improvement within the branch
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Provided customer service to clients, including answering questions and resolving issues.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Conducted account openings and closings for clients.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Followed operational standards, promoting security, risk management and compliance.
- Developed relationships with customers by providing exceptional service in order to increase sales opportunities.
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Assisted and advised customers on using online and mobile banking systems.
- Cross-sold products such as credit cards, loans and investments.
- Identified potential fraud risks on accounts and reported suspicious activities to management.
- Greeted customers upon entering the bank and directed them to appropriate personnel or services.
- Facilitated resolution of customer disputes in a fair manner while protecting the interests of the credit union.
- Performed daily balancing of cash drawer and reconciled discrepancies when necessary.
- Provided guidance on how best to utilize online banking tools for maximum benefit.
- Participated in training sessions regarding new products or services.
- Recognized opportunities for cross-selling additional products or services.
- Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
- Met with customers to analyze financial needs and maximize sales opportunities.
- Responded promptly to customer emails, phone calls and requests for information.
- Maintained position of trust and responsibility by keeping customer business confidential.
- Examined checks for endorsements to verify legality of documents.
Bank Teller/Customer Service Representative
Grand Savings Bank
Gravette, AR
05.2021 - 11.2022
- I was hired as a Float Teller and was trained in the frontline
- Trained to be a CSR which takes care of opening and closing accounts as well as learning the products
- Trained in processing loan applications and making sure all documentation is correct and ready to send to processors to review
- I know how to sell money to the Fed and receive it and every step after that to ensure everything is in the hands of who it belongs
- I take on several hats around the branch and on a daily basis help where is necessary or when managers or supervisors are out of office
- I am usually always assigned to train others when newer employees are hired
- I am very good at adapting to change as we have changed systems twice while I have been here
- I have established very good relationships within all the branches and chain of command
- I am bilingual and help in translating for the entire bank when needed.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Performed cash handling duties including counting currency, coins and checks.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Maintained confidentiality of bank records, transactions and customer information.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Welcomed customers and offered pleasant service during entire transaction.
- Balanced teller drawers regularly throughout the day according to established procedures.
- Explained bank services, financial products and applicable fees to customers.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Resolved customer disputes promptly in accordance with bank policies and procedures.
- Entered transactions into computer and issued customer receipts.
- Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
- Provided assistance to other tellers during peak business hours as needed.
- Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Responded and assisted customers with account inquiries and updates.
- Educated customers about different types of banking services available at the branch.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Followed strict compliance guidelines when completing financial transactions for customers.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Researched customer inquires regarding their accounts using internal banking systems.
- Assisted customers with basic technical issues related to digital banking platforms.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Took on additional shifts during busy periods to minimize staffing shortages.
- Opened new checking, savings and lines of credit for customer accounts.
- Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
- Processed loan payments by verifying funds availability prior to disbursing funds.
- Reconciled daily sales sheets with actual physical money received from customers or deposited into ATM machines.
- Cross-sold bank products such as savings accounts and credit cards to existing clients.
- Built and maintained client relationships through quality, personalized interactions.
- Maintained confidentiality of bank records and client information.
- Delivered exceptional service to customers in person or over telephone.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Adhered to financial services security and audit procedures.
- Directed specific questions to appropriate branch personnel.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
- Trained employees on cash drawer operation.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
Teller
Arkansas Federal Credit Union
Rogers, AR
12.2018 - 12.2020
- Monitored vault cash levels and ordered currency from the Federal Reserve Bank as needed.
- Maintained confidentiality of member accounts by adhering to security procedures.
- Assisted in training new tellers on operational procedures, policies, and regulations.
- Served large number of members during high volume shifts and remained composed and professional in stressful situations.
- Performed basic administrative tasks regarding banking products by handling phone calls, inquiries and emails.
- Maintained optimal financial controls by securing funds and making accurate transactions.
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
- Assisted members in setting up online banking accounts for secure access to their funds.
- Provided customer service by responding to inquiries and resolving complaints.
- Helped members open and close accounts, apply for loans and make sound financial decisions.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Reconciled daily transactions with the general ledger system using specialized software programs.
- Ensured proper handling of cash drawer limits according to credit union policy.
- Completed monthly audits and managed overdraft reports.
- Welcomed members and offered pleasant service during entire transaction.
- Kept teller window areas clean, organized, and fully stocked.
- Verified amounts and integrity of every check or funds transfer.
- Greeted and assisted customers with professional, knowledgeable support for diverse banking needs.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Performed currency transaction reports for foreign currency.
- Took on additional shifts during busy periods to minimize staffing shortages.
- Developed strategies to improve efficiency in processing transactions.
- Reduced errors by double checking transactions.
- Analyzed customer data to identify potential fraud cases.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Received and counted daily inventories of cash, drafts and checks.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
Hostess/ Server/ Busser/ To-go/ Catering/ Expo/ Food Runner/ Management
Mojitos Modern Mexican Grill
Rogers, AR
01.2016 - 01.2019
- Mojitos was my first job since I turned 14, and I am grateful for them
- The restaurant environment is very fast paced and under pressure all the time
- Serving was my favorite because I loved interacting with everyone who walked in to have a meal but left with not just that but also friendship
- All of what I know that has made me a strong worker has been from that job
- Greeted guests warmly upon arrival, seating them promptly.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Created an enjoyable atmosphere by engaging in friendly conversation with guests.
- Managed the waiting list, ensuring that all parties were seated in a timely manner.
- Built positive relationships with other front-of-house and kitchen staff.
- Maintained a clean and organized dining area.
- Demonstrated strong interpersonal skills when interacting with customers.
- Stayed attentive to server availability and table turnover to quickly seat guests.
- Provided excellent customer service by addressing customer needs promptly.
- Answered telephone to provide dining information and take reservations.
- Assisted servers in bussing tables when needed during busy periods.
- Maintained cleanliness of lobby area, including wiping down tables and chairs.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
- Managed incoming calls during busy shifts.
- Assisted in preparing the restaurant for opening and closing shifts.
- Handled cash payments and reconciled daily transactions accurately.
- Oversaw inventory in buffet and reported replacement needs to kitchen management.
- Asked customers about meals to assess satisfaction and collect vital feedback.
- Made friendly conversation with customers to provide enjoyable bar experience.
- Stocked service stations with ice, napkins and straws.
Cashier/ Customer Service Associate
Walmart
Rogers, AR
01.2017 - 11.2018
- I got hired as a cashier but shortly after was moved to the customer service desk
- This job taught me lots of patience, to be able to remain calm and be able to handle upset customers or employees
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Collected payments and provided accurate change.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Stocked shelves with merchandise when needed.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Issued receipts, refunds, credits or change due to customers.
- Answered customer questions and provided store information.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Learned roles of other departments to provide coverage and keep store operational.
- Followed company security procedures for handling large sums of money.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Conducted price checks for special orders or discounts as requested by customers.
- Verified customer age requirement for alcohol or tobacco purchases.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
Education
High School Diploma -
Rogers High School
Rogers, AR05-2019
Skills
- Customer Service
- Transaction Processing
- Regulatory Compliance
- Banking
- Attention to Detail
- Loan Application Expertise
- Teller Support
- Financial Advising
- Account Management
- Cash Vault Audit
- Cash Handling
- Branch Operations
- Customer Satisfaction
- Sales Growth
- Positive Attitude
- Loan Processing
- Service Sales
- Outbound Calls
- Account Maintenance
- Relationship Building
- Complaint Handling
- Member Relations
- Customer Support Services
- Member Support
- Cross-Selling and Upselling
- Translation (BILINGUAL-Spanish)
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Member Service Specialist
UNIFY Financial Credit Union
11.2022 - Current
Bank Teller/Customer Service Representative
Grand Savings Bank
05.2021 - 11.2022
Teller
Arkansas Federal Credit Union
12.2018 - 12.2020
Cashier/ Customer Service Associate
Walmart
01.2017 - 11.2018
Hostess/ Server/ Busser/ To-go/ Catering/ Expo/ Food Runner/ Management
Mojitos Modern Mexican Grill
01.2016 - 01.2019
High School Diploma -
Rogers High School