Jennifer Malin
Howell,MI
Summary
Dedicated Member Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships with members to drive overall business metrics.
Overview
12
12
years of professional experience
Work History
Member Experience Virtual Teller Team
Lake Trust Credit Union
Brighton, MI
05.2019 - Current
- Delivers an exceptional experience to every member by assisting with cash/check deposits and withdrawals, transfers, and debit card and online banking related issues.
- Resolves members concerns in a timely manner.
- Recommends appropriate products and services to members, thoroughly explaining details.
- Offers advice and assistance to members, paying attention to special needs or wants.
- Seeks ways to recommend VTM Procedure changes when appropriate.
- Adheres to call quality standards consistently at 90% and higher.
- Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
MEA Call Center
Lake Trust Credit Union
Brighton, Michigan
02.2016 - 05.2019
- Adhered to telephone script consistently to ensure policies and procedures were accurately followed.
- Answered a high volume of calls per day.
- Learned and maintained in-depth understanding of product knowledge to respond to diverse questions from members.
- Assisted members with general account information, Bill Pay, Transfers (both internal and external) and wire transfers, and trouble shooting member debit card issues.
- Loan origination, processing and loan closings.
- Resolved member concerns with products or services by actively listening and problem solving.
- Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Branch Manager
Check N Go
Howell And Brighton, MI
08.2009 - 12.2015
- Maintained friendly and professional customer interactions.
- Engaged employees in business processes by team building and offering incentives.
- Interviewed and hired individuals with strengths and talents that improved overall organizational talent and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
- Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Capitalized on community business opportunities by effective community networking,
- Conducted monthly branch audits on loan packets, debit card inventory, debt collection, computer equipment, and alarms and security equipment.
Education
No Degree - Business Administration
Cleary University
Howell MiNo Degree - Business Administration
Eastern Michigan University
Ypsilanti, MIMedical Assistant - Medical
Ross Medical Education Center
Brighton, MI01.1998
High School Diploma -
Brighton High School
Brighton MI06.1995
Skills
- Multitasking and Prioritization
- Creative Problem Solving
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Proactive Self-Starter
- Time Management
- Efficient and Detail-Oriented
Timeline
Member Experience Virtual Teller Team
Lake Trust Credit Union
05.2019 - Current
MEA Call Center
Lake Trust Credit Union
02.2016 - 05.2019
Branch Manager
Check N Go
08.2009 - 12.2015
No Degree - Business Administration
Cleary University
No Degree - Business Administration
Eastern Michigan University
Medical Assistant - Medical
Ross Medical Education Center
High School Diploma -
Brighton High School