Kaitlinn Varner
Newville,PA
Summary
Resourceful Member Service Representative known for high productivity and efficient task completion. Specialize in customer service, problem-solving, and communication skills. Excel in interpersonal interactions, adaptability, and conflict resolution to enhance member satisfaction and loyalty.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Member Service Representative
Members 1st FCU
Carlisle , PA
08.2024 - Current
- Greeted members in a friendly and professional manner.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Answered incoming calls regarding membership benefits and services.
- Handled member complaints in an efficient and courteous manner.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Processed loan applications and documented loan decisions according to policy requirements.
- Verified identity information on new accounts using established procedures.
- Provided guidance to members on how best to use products or services offered by the organization.
- Identified opportunities for cross-selling additional products or services based on member needs.
- Responded promptly to emails from members seeking assistance.
- Followed up with members after their interaction with the organization's services.
- Participated in team meetings to discuss customer service strategies and goals.
- Answered member questions about products and services.
- Processed cash and check deposits every day.
- Managed member conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Enhanced member relationships by providing excellent service during each interaction.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Reviewed new account applications to verify eligibility of prospective members.
- Engaged in conversation with members to understand needs, resolve issues and answer product questions.
Teller
Member 1st FCU
Carlisle, PA
11.2021 - 08.2023
- Received and processed member transactions, including deposits, withdrawals, loan payments, and other banking services.
- Verified members identification to ensure compliance with laws and regulations.
- Balanced cash drawers on a daily basis.
- Provided exceptional customer service while accurately processing routine transactions.
- Assisted members in opening new accounts and completing required paperwork.
- Explained account information to members in detail as needed.
- Cross-sold additional bank products when applicable to meet member needs.
- Performed daily reconciliation of teller drawer within established limits.
- Explained the features of various banking products available to members.
- Identified opportunities to refer members to other areas of the bank for additional services.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
Education
High School Diploma -
Big Spring High School
Newville06-2021
Skills
- Service Upselling
- Product Sales
- Member retention
- Member correspondence
- Issue Resolution
- Membership renewals
- Policy understanding
- Sales strategy
- Financial Transactions
- Member account management
- Customer Support
- Point of sale system
- Customer Service
- Product Recommendations
- Strategic Planning
- Policy Enforcement
Certification
- Teller 1 certification
- Teller 2 certification
- Member Service Representative II Certification
- CPR Certification
- Teller Coach Certification
Accomplishments at Members 1st FCU
- Debt Protection score was 100% first quarter in 2024
- Teller coached 4 tellers
- Created a successful branch one note that we use daily
Timeline
Member Service Representative
Members 1st FCU
08.2024 - Current
Teller
Member 1st FCU
11.2021 - 08.2023
- Teller 1 certification
- Teller 2 certification
- Member Service Representative II Certification
- CPR Certification
- Teller Coach Certification
High School Diploma -
Big Spring High School
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