MICHAELLA MATTSON
Las Vegas,NV
Summary
Driven Member Services Representative experienced in fast-paced customer service environments. Achieved member satisfaction through effective resolution of concerns and strong relationship-building skills. Focused on contributing to team success and enhancing overall member experience.
Overview
12
12
years of professional experience
Work History
Member Engagement Advisor
Andrews Federal Credit Union
Suitland, Maryland
10.2024 - Current
- Equipped with efficiently handling a remote role and maintaining accuracy and self sufficiency
- Recommend tailored financial products and services by actively listening to member needs, successfully matching them with optimal credit cards, loan products, and high-yield accounts.
- Streamline loan payment setupsand financial transfers by guiding members through automated payment options to improve account retention and reduce missed payments.
- Process complex loan transactions, including balance transfers and direct payments for auto and personal loans, ensuring 100% accuracy and strict adherence to credit union compliance standards.
- Execute stop-payment requests on checks and pre-authorized ACH transfers securely while educating members on associated fees and processing timelines.
- Educate members on digital banking tools, empowering them to independently utilize self-service features such as remote deposit capture, bill pay, and e-statements.
- Troubleshoot online banking platforms and mobile applications for members, resolving login, synchronization, and digital transaction issues with patience and clarity.
- Handled high call volume in a fast-paced contact center, responding to member inquiries with efficiency.
- De-escalated member concerns with professionalism and patience, actively identifying solutions with precision and clarity.
Member Service Representative
Clark County Credit Union
Las Vegas, NV
02.2022 - 09.2024
- Answered incoming calls regarding membership benefits and services.
- Facilitated opening of new accounts and processed account maintenance requests to enhance member satisfaction.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Guided members in utilizing products or services effectively to maximize their benefits.
- Researched complex issues related to accounts or services provided by the organization.
- Maintained accurate records of member interactions and transactions.
- Attended training sessions regularly to stay updated within changes in company policies or procedures.
- Supported members with account inquiries, transaction processing, and issue resolution to ensure seamless service experience.
Teller
Check City
Las Vegas, NV
04.2018 - 02.2022
- Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
- Balanced currency, coin, and checks in cash drawers at end of shifts, ensuring accurate daily transaction records.
- Enter customers' transactions into computers to record transactions and issue computer-generated receipts.
- Prepare and verify cashier's checks.
- Promoted and sold products and services, including travelers' checks and savings bonds, using customer data to provide tailored recommendations.
- Facilitated special customer services, including ordering bank cards and checks, to enhance customer satisfaction.
- Organized and categorized deposit slips and checks for efficient retrieval.
- Process and maintain records of customer loans.
Hostess
IHOP
Henderson, NV
05.2016 - 03.2018
- Greet guests and seat them at tables or in waiting areas.
- Maintain contact with kitchen staff, management, serving staff, and customers to ensure that dining details are handled properly and customers' concerns are addressed.
- Maintained communication with kitchen staff, management, serving staff, and customers to ensure smooth dining operations and address customer concerns promptly.
- Inspected dining and serving areas for cleanliness and proper setup, contributing to a welcoming environment.
- Recorded patrons' dining reservations in the booking system.
- Inspected restrooms for cleanliness and availability of supplies and cleaned restrooms.
- Take and prepare to-go orders.
- Operate cash registers to accept payments for food and beverages.
- Assisted in food and beverage preparation and service, enhancing overall dining experience for guests.
In-store
Papa Johns
Las Vegas, NV
03.2015 - 05.2016
- Maintained clean food preparation areas, cooking surfaces, and utensils to ensure safe and hygienic food handling.
- Verified prepared food met quality and quantity standards to maintain customer satisfaction.
- Measured ingredients accurately to ensure proper recipe execution. required for specific food items being prepared.
- Wash, cut, and prepare foods designated for cooking.
- Washed, cut, and prepared designated foods to support efficient meal preparation.
- Ordered supplies and coordinated delivery schedules for timely restocking..
- Ordered supplies and coordinated delivery to ensure stock availability.
Education
High School Diploma -
Silverado High School
Las Vegas, NVSkills
- Digital Literacy
- Communication Skills
- Active Listening
- Problem Solver
- Critical Thinking Skills
- Attentive to Detail
- Time Management
- Teamwork
- Leadership
- Initiative
- Works under pressure
- People Skills
Timeline
Member Engagement Advisor
Andrews Federal Credit Union
10.2024 - Current
Member Service Representative
Clark County Credit Union
02.2022 - 09.2024
Teller
Check City
04.2018 - 02.2022
Hostess
IHOP
05.2016 - 03.2018
In-store
Papa Johns
03.2015 - 05.2016
High School Diploma -
Silverado High School