Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mary Kernak

Kenai

Summary

Results-driven professional with extensive experience in member services. Known for resolving issues promptly and improving service processes, ensuring high member satisfaction. Collaborative team player with focus on achieving results and adapting to evolving needs. Proficient in customer relations and conflict resolution, offering reliability and flexibility.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Sr. Member Service Representative

Credit Union1
07.2023 - 07.2025
  • Delivered high-quality support to members via phone, email, and secure messaging platforms.
  • Resolved complex account issues with strong authority and sound judgment, including overrides, adjustments, and exceptions.
  • Educated members on a range of digital services including DocuSign, Mobile Wallet, Online Access, and Mobile Deposit.
  • Reviewed suspicious transactions to mitigate fraud while operating within established security procedures.
  • Supported escalated member issues and demonstrated leadership across team service metrics and departmental goals.
  • Maintained accurate documentation and contributed to a consistent, secure member experience.

Financial Services Representative II

Alaska USA FCU
04.2022 - 02.2023
  • Strengthened member relationships through education on credit union products, personalized outreach, and service excellence.
  • Accurately completed transactions and service requests while meeting performance standards.
  • Supported community engagement through events and promotions.
  • Delivered notary services upon request and facilitated internal business referrals.

Branch Manager

Wells Fargo
03.2021 - 03.2022
  • Managed daily operations and led a team of direct and indirect reports to achieve business goals.
  • Mentored team members and executed decisions that enhanced the customer experience.
  • Ensured compliance with regulations and risk-control processes.
  • Collaborated across divisions to align operational strategies.

Personal Banker

Wells Fargo
08.2017 - 03.2021
  • Provided account support, credit application assistance, and teller services.
  • Trained and coached new hires in real-time customer interactions.
  • Maintained security and compliance in daily branch operations.

Lead Teller

Wells Fargo
02.2015 - 08.2017
  • Conducted teller transactions and educated customers on digital banking, banking services and referred customers according to their financial needs.
  • Served as a liaison between customers and bankers, escalating concerns as needed.
  • Helped foster lasting relationships in a culturally diverse community.

Education

General Business

Bethel Regional High School
Bethel, AK
05-2027

Rural Alaska Honors Institute -

University of Alaska Fairbanks
Fairbanks, AK
05-2014

Skills

  • Client relationship building
  • Call center experience
  • Team management
  • Excellent communication
  • Strong leadership
  • Attention to detail

Certification

  • Notary Public, State of Alaska - Exp. 10/01/2026

Timeline

Sr. Member Service Representative

Credit Union1
07.2023 - 07.2025

Financial Services Representative II

Alaska USA FCU
04.2022 - 02.2023

Branch Manager

Wells Fargo
03.2021 - 03.2022

Personal Banker

Wells Fargo
08.2017 - 03.2021

Lead Teller

Wells Fargo
02.2015 - 08.2017

General Business

Bethel Regional High School

Rural Alaska Honors Institute -

University of Alaska Fairbanks

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