Jenna Rutherford
Saint Paul,MN
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
12
12
years of professional experience
Work History
Operations Support Specialist
United Bankers Bank
Richfield, MN
07.2026 - Current
- Manage online banking support and troubleshot client issues to improve user experience.
- Execute data entry and processed reconciliations while assisting with customer inquiries and responding to incoming calls.
- Perform UNET.web/UNETexchange processing, research, and reconciliation of ACH/LDRIN/check adjustments and cash letters, and prepared entries to DDA accounts.
- Upload and verify file transfers to and from various sources.
Revenue Collections Officer 2
State Of Minnesota
Saint Paul, MN
11.2025 - 06.2026
- Negotiate payment plans with clients, enhancing customer satisfaction and recovery rates.
- Manage the collections process, ensuring timely follow-up on outstanding accounts.
- Achieve successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Build rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Provide exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Process payments and apply them to customer balances.
- Maintain a high volume of calls and meet demands of a busy and productive group.
- Achieved successful debt collection results by utilizing negotiation skills and developing tailored payment plans.
- Self-motivated, with a strong sense of personal responsibility.
- Use critical thinking to break down problems, evaluate solutions, and make decisions.
- Enter client details and notes into the system for interdepartmental access and review.
- Managed compliance with state regulations and policies, ensuring operational integrity across departments.
Member Experience Representative
Blaze Credit Union
Saint Paul, MN
12.2024 - 10.2025
- Perform 30-50 telephone calls and electronic messages in a professional manner while ensuring the highest quality member service.
- First call resolution environment that offers a wide variety of responsibilities including processing transactions, researching and resolving member questions and disputes, along with providing technical support for our automated services.
- Educate members about available resources and benefits associated with their memberships, maximizing utilization rates across various services provided by the organization.
- Provided ongoing support to members by promptly answering inquiries and offering tailored assistance.
- Maintain accurate records of all member communications and transactions, ensuring seamless coordination between departments involved in servicing accounts.
- Establish strong relationships with members through proactive communication efforts, building trust and loyalty over time.
Operations Specialist
Drake Bank
Saint Paul, MN
02.2019 - 12.2024
- Provide backup to 3 other deposit operations specialists, including Cash Management.
- Executed deposit operations including wire transfers, stop payments, account transfers, ACH, Chargebacks, reconciliation, incoming returns, EIM non-posts, discrepancies, and related processes.
- Managed customer communications and investigated complex account issues.
- Monitor and verify suspicious activity on customer accounts.
- Optimize workflow processes through continuous evaluation of existing procedures, identifying areas for improvement based on data analysis.
- Supported audits, and created comprehensive procedures to improve efficiency.
- 3 years of experience preparing vendor invoices and processing timely payments.
Retail Banker/Teller
Drake Bank
Saint Paul, MN
04.2014 - 02.2019
- Strengthened client portfolio by identifying needs and recommending suitable financial products or services.
- Assisted customers with banking needs and inquiries.
- Addressed 40 customer inquiries over the phone and in person about checking, savings, loans, credit options, and troubleshoot online banking issues.
- Follow through on risk and compliance processes and policies to safeguard customer assets, maintain privacy and act in best interest.
- Maintain high levels of cash handling accuracy, ensuring proper documentation and adherence to compliance requirements.
- Develop customer relationships to understand financial needs and provide tailored banking solutions.
- Facilitate account openings, ensuring compliance with regulatory requirements and internal policies.
Education
No Degree - Communication
University of Alaska Fairbanks
Fairbanks, AKNo Degree - General Studies
Century College
White Bear Lake, MNSkills
- Customer Service and Contact Center
- Critical thinking and Problem solving
- Banking Operations
- Data Entry and Documentation
- Cash handling
- Collections
- Account Resolution and Reconciliation
- Compliance, Regulations
- Active listening and empathy
- Fraud Support
- Microsoft Office, Fiserv, Jack Henry, GenTax, UNET Exchange, ACCESS, ZELLE
- Documentation
Accomplishments
Recognized and honored for outstanding customer service by going above and beyond to help serve clients.
Recognized for being detailed orientated in handling complex client conflicts with empathy and staying calm while under pressure.
Accomplished utmost confidentiality in assisting in fraud cases and documentation to help prevent bank losses.
Continued training on quarterly and annual basis fulfilling Regulatory and Compliance standards, while meeting deadlines.
Timeline
Operations Support Specialist
United Bankers Bank
07.2026 - Current
Revenue Collections Officer 2
State Of Minnesota
11.2025 - 06.2026
Member Experience Representative
Blaze Credit Union
12.2024 - 10.2025
Operations Specialist
Drake Bank
02.2019 - 12.2024
Retail Banker/Teller
Drake Bank
04.2014 - 02.2019
No Degree - General Studies
Century College
No Degree - Communication
University of Alaska Fairbanks
Volunteer Work
Long-term volunteer leadership supporting schools, food shelf, youth hockey, fundraising, and community service initiatives.