Joanne Santos
Stockton,California
Summary
Accomplished Member Support Specialist with a successful history at Central State Credit Union, driving member satisfaction through adept complaint resolution and compliance management. Strong skills in payment processing and teamwork, with a talent for problem-solving and optimizing digital banking experiences. Aims to ensure operational efficiency and cultivate trust among members.
Overview
29
29
years of professional experience
Work History
Member Support Specialist
Central State Credit Union
12.2004 - Current
- Improved member satisfaction through timely resolution of inquiries and concerns.
- Addressed complaints with efficient, polite service to sustain professional reputation.
- Manage daily ACH files, returns, disputes and exception handling.
- Ensure compliance with NACHA regulations and internal controls
- Process incoming and outgoing domestic and international wires
- Assist with internal and external audits
- Coordinated with other departments to address and solve complex members issues.
- Balance GL reports on a monthly basis
- Manage and analyze Mobile and ATM check deposits on a daily basis
- Process share posting, returns and disputes
- Reset passwords for online services to enhance security and user access.
Approved or declined online access requests based on established criteria. - Responded to member email inquiries promptly, ensuring clear communication.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Investigated bill payment discrepancies, providing effective solutions to users.
Supported resolution of browser access issues for improved user experience.
Customer Service Cashier
Cottage Bakery
06.1996 - 11.2000
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coordinated placement of food and cake orders
- Manages weekly processing of bank deposits
- Opening/ Closing of business
Education
High School Diploma -
AA STAGG HIGH SCHOOL
Stockton, CASkills
- Call center operations
- Banking expertise
- Complaint resolution
- Account reconciliation
- Payment processing
- Member communication
- Team collaboration
- Problem-solving skills
- Computer proficiency
Timeline
Member Support Specialist
Central State Credit Union
12.2004 - Current
Customer Service Cashier
Cottage Bakery
06.1996 - 11.2000
High School Diploma -
AA STAGG HIGH SCHOOL
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