Kourtney Ford
Detroit
Summary
Credit union member service professional with experience in both teller operations and contact center member support, seeking advancement into a Cards Specialist role. Strong background in card servicing, transaction research, fraud monitoring, and resolving member issues efficiently and accurately. Proven ability to handle complex inquiries while maintaining compliance and delivering excellent member service.
Overview
12
12
years of professional experience
Work History
Contact Center Representative
Advantage One Credit Union
Brownstown, MI
07.2021 - Current
- Deliver exceptional member service by assisting members with a variety of banking needs through inbound phone calls.
- Resolve debit and credit card issues, including card activation, replacements, travel notifications, transaction inquiries, and card maintenance.
- Research and resolve member concerns related to declined transactions, fraud alerts, disputes, and unauthorized activity.
- Perform account maintenance, including updating member information, processing account requests, and ensuring accuracy and compliance.
- Educate members on our offered products, services, online banking, and mobile banking features to improve their overall banking experience.
- Troubleshoot digital banking issues, including password resets, login assistance, and online account access.
- Navigate multiple systems simultaneously to efficiently research accounts and provide timely, accurate solutions.
- Maintain confidentiality of sensitive member information while adhering to regulatory and company compliance standards.
- Collaborate with internal departments to ensure member issues are resolved promptly and accurately.
Teller
Advantage One Credit Union
12.2016 - 07.2021
- Here at Advantage One I provide account services to our members by completing deposits and loan payments. I also take care of mail payments and deposits, selling cashiers checks/ money orders, answering questions in person or via phone for our members.
Customer Service Representative
Planet Fitness
01.2015 - 12.2016
- At Planet Fitness I was in charge of the front desk duties. I greeted the members when they walked in and assisted them with checking in. Other responsibilities included taking potential members on tours of the gym, signing them up for memberships, answering phone calls, stocking inventory and dealing with member issues.
Education
Diploma -
John F Kennedy High School
06.2012
Skills
- Attention to detail
- Strong communication skills
- Analytical skills
- Time management
- Debit/credit inquiries, activation, replacements
- Fraud detection and transaction review
- Dispute processing and chargeback assistance
- Conflict resolution and de-escalation of escalated member issues
- Account research and transaction analysis
- Teller operations experience (cash handling, deposits, withdrawals, balancing)
- Multi-system navigation
- Problem-solving in fast-paced, deadline-driven environments
- Microsoft Office (Word, Outlook, basic Excel)
Timeline
Contact Center Representative
Advantage One Credit Union
07.2021 - Current
Teller
Advantage One Credit Union
12.2016 - 07.2021
Customer Service Representative
Planet Fitness
01.2015 - 12.2016
Diploma -
John F Kennedy High School