Justin Holmes
Avondale,AZ
Summary
Personable and dedicated Customer Service Representative with extensive experience in the financial industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
Goodyear, AZ
02.2010 - Current
- Collected deposits or payments and arranged for billing.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Participated in team meetings to discuss customer service strategies and goals.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Enhanced member relationships by providing excellent service during each interaction.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Supported sales team members to drive growth and development.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Answered member questions about products and services.
- Prevented key account losses by researching discrepancies and correcting problems.
- Processed cash and check deposits every day.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Leveraged software and systems to research and resolve member inquiries.
- Processed loan applications and documented loan decisions according to policy requirements.
- Identified opportunities for cross-selling additional products or services based on member needs.
- Presented and explained services and products to meet member needs.
- Mentored junior team members and managed employee relationships.
- Monitored compliance with organizational security protocols when interacting with members.
- Handled customer complaints in an efficient and courteous manner.
- Provided top quality control and eliminated downtime to maximize revenue.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Delivered quality service by assessing, advising and assisting credit union members.
- Provided guidance to members on how best to use products or services offered by the organization.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Greeted customers in a friendly and professional manner.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Planned and completed group projects, working smoothly with others.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Understood and followed oral and written directions.
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
High School Diploma -
Grayslake Central High School
Grayslake, IL05-2009
Skills
- Service Upselling
- Issue Resolution
- Member Retention
- Account Management
- Customer Service
- Product Recommendations
- Customer Support
- Account Updates
- Policies and Procedures Adherence
- Product and Service Knowledge
- Inbound and Outbound Calling
- Business Development Understanding
- Report Preparation
- High-Energy Attitude
- Customer Service Excellence
- Product Knowledge
- Data Entry
- Microsoft Office
- Transaction Processing
- Customer Relationship Management (CRM)
- Computer Skills
- MS Office
- Customer Relations
Accomplishments
- SSP (Sustained Superior Performance) in 2017 and 2020
- COBB Award for Best Member Service in 2016
Timeline
Member Service Representative
Navy Federal Credit Union
02.2010 - Current
High School Diploma -
Grayslake Central High School
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