Michelle Chaplin
Springfield ,OR
Summary
At Pentagon Federal Credit Union, I excelled as a Credit Card Representative II and Member Service Representative, leveraging my problem-solving skills and compliance awareness to enhance customer satisfaction and uphold regulatory standards. Demonstrated proficiency in multitasking and dispute resolution, significantly contributing to team productivity and customer service excellence.
Overview
10
10
years of professional experience
Work History
Credit Card Representative II
Pentagon Federal Credit Union
11.2017 - 08.2024
- Recommended products and services to meet customers' credit card and banking needs.
- Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations.
- Monitored existing customer accounts for continued creditworthiness based on analysis of past performance and current information.
- Trouble Shooting on why a card is being decline
- Adding/Removing users on cards
- Ordering Cards for members
- Answering a Multi-line phone
- Working Closely with Supervisors and Managers daily
- Calculating members statements when there balances are incorrect on statements
- Typing 35-41 words per min
- Working in a command base system ((DOS) Disk Operating System)
- knowledge on word,excel and outlook email
Member Service Representative
Pentagon Federal Credit Union
03.2014 - 11.2017
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Maintained up-to-date knowledge of product and service changes.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Verified customer identification and documentation for compliant transactions.
- Educated and engaged customers with new bank products and services.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Answering multi line phone
- Taking applications for members over the phone
Education
Bachelor of Arts - Business And Management/ HR Management Combination
University of Phoenix
Tempe, AZ06-2016
Skills
- Patience and Persistence
- Stress Tolerance
- Compliance Awareness
- Dispute Resolution
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking Abilities
- Reliability
Timeline
Credit Card Representative II
Pentagon Federal Credit Union
11.2017 - 08.2024
Member Service Representative
Pentagon Federal Credit Union
03.2014 - 11.2017
Bachelor of Arts - Business And Management/ HR Management Combination
University of Phoenix
Similar Profiles
James KlutheJames Kluthe
Mortgage Loan Originator at Pentagon Federal Credit UnionMortgage Loan Originator at Pentagon Federal Credit Union
Sundina SidmoreSundina Sidmore
Sr. Manager, Corr Technology at Pentagon Federal Credit UnionSr. Manager, Corr Technology at Pentagon Federal Credit Union
Kristen Gurka-AnzuetoKristen Gurka-Anzueto
Mortgage Loan Officer at Pentagon Federal Credit UnionMortgage Loan Officer at Pentagon Federal Credit Union