Michelle Hulsart
Pemberton,NJ
Summary
Results-driven Member Service Representative III bringing 8 years of exceptional banking customer service. Demonstrated expertise in explaining financial products, addressing customer inquiries, and resolving issues effectively. Repeatedly recognized for going above and beyond to help members and improve service delivery. Excellent multitasker and independent problem-solver.
Overview
8
8
years of professional experience
Work History
Member Service Representative III
Navy Federal Credit Union
10.2021 - Current
- Has effectively caught $150,000+ in fraudulent checks through attention to detail, and cues.
- Lead my branch's success with RealtyPlus goals by consistently teaching team member's how to spot ques for referral opportunity and gained 10+ leads.
- Accounted for 11.2% of branch cash line transaction, averaging between 3,500-4,000 transactions per month
- Successfully performed without error around 300-500 platform transactions per month.
- Has obtained 3 extremely happy Yelp reviews based on my unique member service.
- Works in team environments through holding meetings and collaborating to create bonding exercises with team members and teaching them more about credit, member engagement and our online resources.
- Demonstrates consistent accuracy with member transactions and assigned tasks by looking at the bank's internal internet source for the most accurate and up to date policies.
- Profiled new and current members and cross-sold products and services to meet member needs.
- Able to transition easily between cash, platform, and/or other needed functions depending on traffic flow.
- Volunteered with a group of co-associates to decorate Fisher House VA Hospital guest housing for 4th of July to demonstrate Navy Federal’s mission: Our Members.
- Familiar with automated lending systems.
- Organized a new way to schedule lunches for our 20+ members team that created a more cohesive and effective lunch schedule.
Medical Receptionist
Sportscare Physical And Aquatic Therapy
12.2019 - 07.2020
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability
- Checked patient insurance, demographic and health history to keep information current
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Transcribed phone messages and relayed to appropriate personnel
- Completed patient referrals to other medical specialists
- Responded to correspondence from insurance companies to verify patient's coverage
- Maintained current and accurate medical records for patients
- Supported office staff and operational requirements with administrative tasks
- Managed multi-line phone system and pleasantly greeted patients.
Bank Teller
Fulton Bank Of New Jersey
02.2018 - 11.2019
- Educated customers on use of banking website and mobile apps
- Placed orders for customer checks and verified starting numbers
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills
- Assisted customers with compromised debit cards and issued new credentials
- Sold and cross-sold bank products to new and existing customers
- Provided customer records, account statements and copies of checks
- Reconciled cash drawer and resolved discrepancies
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
- Audited fellow teller currency to contribute to dual-control procedures
- Stocked supplies for customers and personal teller station
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
Financial Services Representative
New York Community Bank
01.2016 - 03.2018
- Followed through on all critical inter-departmental escalations to increase customer retention rates
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns
- Answered average of 30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
- Maintained up-to-date knowledge of product and service changes
- Educated customers about billing, payment processing and support policies and procedures
- Successfully made a million-dollar sale in collaboration with our financial department that resulted in the biggest investment that quarter for the branch
Education
High School Diploma -
Barnegat High School
Barnegat, NJ08.2014
Skills
- Advanced skills in performing mathematical calculations and working accurately with numbers
- Advanced skills in researching, analyzing, and problem solving
- Advanced skills in interpreting and applying instructions
- Ability to work independently and in team environments
- Advanced skills in organizing, planning and keeping time management to produced timely results and achieve goals
- Ability to own mistakes and take constructive criticism
Accomplishments
- Created and orchestrated a team building exercise along with a credit knowledge worksheet to keep the team engaged.
- Created and collaborated with a team of 3 to create a stand within our branch to commemorate our deployed soldiers, that consisted of cookies, drinks, and signs that show case all our military branches and heart felt prayers to protect them
- Volunteered with 4 other team members on our off time for 4th of July to decorate the Fisher House VA guest house to make those who fall in hard times more at home, and make sure the veteran community knows how much Navy Federal cares.
- For my member engagement champion role, I created a simplified sheet that MSR’s get graded on that every teller station has hanging up to ensure we consistently give each member the same impeccable service.
Additional Information
Currently has an active military ID card to gain access on McGuire AFB without issues.
Timeline
Member Service Representative III
Navy Federal Credit Union
10.2021 - Current
Medical Receptionist
Sportscare Physical And Aquatic Therapy
12.2019 - 07.2020
Bank Teller
Fulton Bank Of New Jersey
02.2018 - 11.2019
Financial Services Representative
New York Community Bank
01.2016 - 03.2018
High School Diploma -
Barnegat High School
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