Marsha Freeland
Burton,MI
Summary
Knowledgeable and dedicated customer service professional with over 10 years experience in Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Financial Service Representative/ Remote Delivery
(Headquarters) Security Credit Union
10.2023 - Current
- Provided prompt and courteous service to all internal/ external customers over the phones
- Maintained the security of all codes, procedures, and other items related to office security
- Maintained working knowledge of; lending policy, loan approval guidelines, and other related laws and/ or regulations; NADA values/resources; and HMDA
- Maintained thorough knowledge and understanding of credit union policies/procedures that are necessary for performing job duties, including but not limited to Negotiable Instrument Reference & Guidelines, and OFAC
- Maintained functional knowledge of online systems and all software used in the department, including the process to follow if the system goes down
- Processing loans
- ITM(Interactive Teller Machine); Processed customer deposits and withdrawals, Entered transactions into computer and issued customer receipts
- Increased client satisfaction by providing tailored financial advice and investment recommendations.
- Identified opportunities to cross-sell products, resulting in increased revenue for the credit union
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
Business Office Administrator
Edward Jones
03.2023 - 08.2023
- Interacted professionally with clients and inside personnel, answering questions and responding to phones and emails inquiries.
- Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays upon FA's request.
- Create memos, letters and other documents, fostering internal and external communication
- Prepared tax documents to be processed upon FA's request.
- Replenished office supplies, placed new orders for restocking to maintain inventory
- Provide Input on branch goals/ Business planning
- Processed daily wires, deposits, EFT's
- Marketing Operations
- Open accounts and process Trades/ Transfers at FA's direction
- Assisted in the creation of business plans, strategies, and proposals that led to increased revenue growth for the company.
- Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
- Maintained electronic and paper filing systems for easy retrieval of information.
FSR/Communication Center Representative
Security Credit Union
04.2017 - 12.2022
- Processed new account applications efficiently while verifying all required documents were received.
- Cross-sold additional products or services as appropriate based on customer needs.
- Answered incoming phone calls from customers seeking assistance with their accounts.
- Maintained working knowledge of; lending policy, loan approval guidelines.
- Identified potential fraud cases and escalated them according to policies and procedures.
- Supported sales team members to drive growth and development.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Balanced cash drawers on a daily basis.
Teller
Security Credit Union
12.2016 - 04.2017
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Performed cash handling duties including counting currency, coins and checks.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Welcomed customers and offered pleasant service during entire transaction.
- Explained bank services, financial products and applicable fees to customers.
- Entered transactions into computer and issued customer receipts.
Teller
Wells Fargo
01.2011 - 11.2016
- Performed all teller related duties, including, but not limited to; balance cash drawer, checks received, TCD's, and other miscellaneous items; process payments, deposits, withdrawal, etc
- Provided exceptional customer service while accurately processing routine transactions.
- Answered customer inquiries regarding bank products and services.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Performed daily reconciliation of teller drawer within established limits.
- Adhered to financial services security and audit procedures.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Won multiple "Top Sales Contributions" awards
Cashier/Brand Ambassador
Macys Department Store
02.2007 - 01.2011
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Cash Handling experience
- Ensure selling floor presentations are maintained and quickly restock them when necessary
- Supervised front desk operations, cash handling, transactions and customer service tasks.
- Operated cash registers to receive payments from patrons.
Education
High School Diploma -
Piper High School
Sunrise, FL05-2007
Skills
- Strong clerical and Mathematical skills
- Knowledgeable of Microsoft Office- Word, Excel, PowerPoint, Outlook
- Ability to work Cooperatively and/ or independently
- Excellent customer service skills
- Exceptional problem-solving skills
- Outstanding verbal and written communications skills
- Cross-selling abilities
- Adaptability
- Problem-solving abilities
Certification
Licensed Resident Producer
Accomplishments
- Top Sales Contributor
- Top Customer Service Awards
- New Hire Trainer
Timeline
Financial Service Representative/ Remote Delivery
(Headquarters) Security Credit Union
10.2023 - Current
Business Office Administrator
Edward Jones
03.2023 - 08.2023
FSR/Communication Center Representative
Security Credit Union
04.2017 - 12.2022
Teller
Security Credit Union
12.2016 - 04.2017
Teller
Wells Fargo
01.2011 - 11.2016
Cashier/Brand Ambassador
Macys Department Store
02.2007 - 01.2011
High School Diploma -
Piper High School
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