Jennifer Smith
Clarksville,TN
Summary
Accomplished Senior Member Service Representative with a proven track record at Navy Federal Credit Union, enhancing member satisfaction and fostering strong relationships through exceptional communication and customer service expertise. Skilled in financial transactions and mentoring, consistently exceeding performance targets. Demonstrated adaptability and a strong work ethic, contributing significantly to business growth and compliance.
Overview
11
11
years of professional experience
Work History
Senior Member Service Representative
Navy Federal Credit Union
Oak Grove, KY
06.2013 - 10.2020
- Developed rapport with members through active listening and empathetic responses to their concerns.
- Improved member satisfaction by promptly addressing concerns and providing efficient solutions.
- Fostered a positive working environment through regular feedback sessions and encouragement of open communication among team members.
- Trained new hires in company policies and procedures, ensuring consistent quality of service across the team.
- Strengthened relationships with members through personalized interactions and attentive service.
- Ensured compliance with federal regulations by staying updated on industry changes, applying necessary adjustments to internal processes accordingly.
- Identified opportunities for upselling products and services, contributing to business growth goals.
- Streamlined service delivery for enhanced customer experience by consistently updating knowledge of company policies and procedures.
- Demonstrated commitment to excellence in member service by consistently meeting or exceeding performance targets.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Assisted with daily cash and ATM balancing.
- Conducted cash and key audits for controls and compliance.
- Vault Teller/Key and Combo Holder. I opened and close bank daily operations. Balanced opening and closing of branch.
- Preformed daily branch audit on automated teller machines, performed audits and balanced teller cash recycler weekly.
- Opened and mantained Membership savings, checking accounts daily.
- Senior Loan Officer I processed and disbursed personal loans,consolidation loans, vehicle loans, home improvement loans,and secured loans daily.
- Mortgage Loans Officer I daily helped educated members on home loan process. Assisted members with applying for home loans.
Senior Teller
Bank of America
Clarksville, TN
03.2010 - 06.2013
- Resolved complex customer issues promptly and professionally, maintaining a focus on achieving positive outcomes for both the client and the bank.
- Delivered exceptional service while managing high-volume cash transactions during peak business hours without compromising accuracy or efficiency levels.
- Conducted thorough audits of teller cash drawers, vaults, and ATMs, contributing to branch compliance with internal controls and regulatory standards.
- Enhanced customer satisfaction by efficiently processing transactions, addressing inquiries, and providing tailored financial advice.
- Answered inquiries regarding checking and savings accounts and other related products.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Educated customers on online banking and mobile banking applications.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Executed wire transfers, stop payments and account transfers.
- Monitored and verified suspicious activity on customer accounts.
- Counted, verified and handled bank deposits and armored car transactions.
- Performed general teller duties for drive-thru line.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Identified fraudulent activities through diligent observation and adherence to established policies, safeguarding both clients'' assets and the bank''s reputation.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Education
High School Diploma -
Muncie Central High School
Muncie, IN05.1994
Skills
- Customer service expertise
- Exceptional communication
- Training and mentoring
- Financial Transactions
- Account Management
- Service Recommendations
- Product Recommendations
- Problem-solving skills
- Calm and Professional Under Pressure
- Reliability
- Adaptability and Flexibility
- Relationship Building
- Policies and Procedures Adherence
- Money handling abilities
- Account, balancing and auditing
- Mentorship
- Strong work ethic
- Cash handling proficiency
Timeline
Senior Member Service Representative
Navy Federal Credit Union
06.2013 - 10.2020
Senior Teller
Bank of America
03.2010 - 06.2013
High School Diploma -
Muncie Central High School