Jessica Santiago
Emmaus,PA
Summary
Experienced member relations professional with over 20 years in customer service. Expertise in resolving inquiries and educating members on financial products to boost engagement and satisfaction. Committed to streamlining operations and supporting business growth through effective loan processing and member education.
Overview
6
6
years of professional experience
Work History
Member Relations Associate
People First Federal Credit Union
Trexlertown, Pennsylvania
04.2022 - 04.2025
- Resolved member inquiries and processed transactions efficiently.
- Educated members on credit union products and services to enhance engagement.
- Engaged customers in discussions to identify needs and provide tailored solutions.
- Conducted follow-up calls to ensure satisfaction after service interactions.
- Collaborated with team members to elevate overall member service experiences.
- Supported sales team efforts to drive growth through effective member communication.
- Assisted clients with loan applications and documentation requirements.
- Advised customers on the various types of loans available that best meet their individual needs.
- Prepared and submitted loan documents to relevant parties for review and approval.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
Teller
Wells Fargo
Trexlertown, Pennsylvania
09.2019 - 01.2022
- Processed customer transactions with accuracy and efficiency, including deposits and withdrawals.
- Assisted customers with account inquiries and service requests, improving overall satisfaction.
- Maintained cash drawer integrity through daily balancing and regular audits.
- Resolved customer issues promptly, ensuring professionalism and fostering positive relationships.
- Educated customers on banking products and services, enabling informed financial decisions.
- Identified fraudulent activities, reporting concerns immediately to management for action.
- Followed security protocols to safeguard sensitive customer information.
- Updated knowledge of banking policies and regulations to ensure compliance and operational excellence.
Education
GED -
Easton High School
Easton, PA04-1997
Skills
- Member engagement
- Customer service
- Loan processing
- Transaction processing
- Fraud detection
- Compliance adherence
- Sales support
- Analytical skills
- Attention to detail
- Detail orientation
- Time management
- Multitasking
- Problem-solving
- Effective communication
- Professionalism
Languages
Spanish
Professional
Timeline
Member Relations Associate
People First Federal Credit Union
04.2022 - 04.2025
Teller
Wells Fargo
09.2019 - 01.2022
GED -
Easton High School