Lori Raibon
Spring Branch,TX
Summary
Senior Member Service Representative at Randolph Brooks Federal Credit Union, known for driving revenue growth through effective cross-selling and financial analysis. Demonstrated success in enhancing customer satisfaction while maintaining regulatory compliance. Skilled in team training and complex issue resolution, promoting a culture of excellence in service delivery.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Member Service Representative
Randolph Brooks Federal Credit Union
Universal City, Texas
09.2008 - Current
- Served as primary liaison for management, sales team, and employees, ensuring effective communication and problem resolution.
- Increased revenue by identifying member needs and recommending targeted lending options, achieving top 10% in cross-selling products.
- Managed teller operations, ensuring compliance with security protocols and improving team efficiency through effective scheduling and supervision.
- Provided excellent customer service to members, both in person and over the phone.
- Trained new employees on job duties related to Member Service Representative position.
- Conducted financial analysis of members' accounts to identify opportunities for additional services or products.
- Developed a strong working knowledge of all credit union policies, procedures, products and services.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
Teller Manager
Randolph Brooks Federal Credit Union
Universal City, Texas
09.2008 - Current
- Ensured compliance with applicable laws and regulations related to banking operations.
- Tracked customer satisfaction levels through periodic surveys and focus groups.
- Developed and implemented a customer service training program for new tellers.
- Worked closely with corporate banking teams on special projects related to product launches or campaigns.
- Coordinated with other departments such as marketing, IT, compliance, operations. to ensure successful implementation of initiatives.
- Created reports detailing transactions, deposits, withdrawals, and other banking activities for management review.
- Maintained relationships with customers through ongoing communication about products and services available.
- Conducted monthly meetings with staff to review performance, discuss challenges, and provide support.
- Analyzed customer data and trends from various sources including surveys and financial records.
- Assisted in the development of strategies to increase sales within the branch network.
Education
Associate of Arts - English Literature
Mira Costa College
Oceanside, CA05-1990
High School Diploma -
Carlsbad High School
Carlsbad, CA05-1988
Skills
- Customer service
- Regulatory compliance
- Financial analysis
- Cross-selling
- Transaction processing
- Data reporting
Certification
- Medallion Stamp Certification
- Notary Public Certification
Accomplishments
- Certificate of Achievement Award November 2023
- Circle of Excellence Member XP and Product Sales June 2024
- Circle of Excellence Product Sales June 2023
Timeline
Senior Member Service Representative
Randolph Brooks Federal Credit Union
09.2008 - Current
Teller Manager
Randolph Brooks Federal Credit Union
09.2008 - Current
Associate of Arts - English Literature
Mira Costa College
High School Diploma -
Carlsbad High School
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