Nataliya Inselman
Grafton,NH
Summary
Personable and dedicated Customer Service Representative with extensive experience 17 years in the industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Member Service
Mass Bay Credit Union
South Boston, MA
07.2022 - 06.2024
- Provided excellent customer service to members and guests.
- Assisted with resolving member inquiries or concerns in a timely manner.
- Conducted membership orientations for new members.
- Performed cash handling duties accurately and efficiently.
- Processed membership applications and payments, including cancellations and refunds.
- Maintained accurate records of all transactions related to membership activities.
- Responded promptly to phone calls from members regarding their accounts.
- Performed data entry into the computer system for member information updates or changes.
- Ensured compliance with relevant laws, regulations, policies, and procedures associated with member services operations.
- Researched best practices in the industry related to member services operations and made recommendations accordingly.
- Participated in staff meetings to discuss strategies for improving customer satisfaction levels.
- Greeted members upon arrival at the facility, checked-in visitors, answered questions about available services and programs.
- Facilitated communication between members and management team by relaying messages back-and-forth in a timely fashion.
- Monitored inventory levels of supplies needed for member services operations.
- Served as point of contact when issues arose that required escalation beyond normal operational scope.
- Answered member questions about products and services.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Consulted with customers regarding needs and addressed concerns.
- Enhanced member relationships by providing excellent service during each interaction.
- Processed cash and check deposits every day.
- Presented and explained services and products to meet member needs.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Offered exceptional customer service to differentiate and promote company brand.
- Completed transactions for membership renewals and extensions.
- Reviewed new account applications to verify eligibility of prospective members.
- Audited customer account information to identify issues and develop solutions.
- Leveraged software and systems to research and resolve member inquiries.
- Delivered quality service by assessing, advising and assisting credit union members.
- Profiled members to uncover opportunities for additional business.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Mentored junior team members and managed employee relationships.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Strengthened customer retention by offering discount options.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Took special orders in person and over telephone, generating additional revenue every month.
- Provided top quality control and eliminated downtime to maximize revenue.
- Contacted customers about potential service upgrades, new product services and account changes.
Customer Service Representative
Triangle Credit Union
Manchester, NH
11.2013 - 04.2018
- Processed daily loan applications by pulling credit files for various types of loans such as (personal, auto, RV, snowmobiles and boats)
- Provided excellent suggestions to customers on improving their credit
- Gathered information for closing on loans
- Opened new accounts and educated customers on products and services
- Sold GAP and extended warranties to all customers for auto/motor loans
- Was recognized as the top seller of GAP insurance in the company
- Prepared title applications
- Provided training to new employees
- Provided excellent team work
- Responded in timely manner to voice mails
- Processed teller transactions when needed
- Accurately balanced cash drawer
- Assisted branch with balancing ATM
- Performed security officer responsibilities
- Performed daily set up of products and services brochures
- Assisted employees with company policies and procedures
- Participated in setting branch/company goals and various campaigns to increase the revenue
- Advised Wealth Management to customers by helping them reach their retirement goals
- Held notary public
- Utilized Excel spreadsheet by managing daily goal setting
- Provided feedback to Senior Lending team on loan processing/closing decisions
Head Teller
TDBank
Bedford, NH
11.2003 - 11.2013
- Identified customer needs and provided appropriate banking services.
- Verified cash withdrawals and deposits.
- Balanced daily transactions to ensure accuracy of account information.
- Cross-sold bank products and services to customers.
- Assisted in training new tellers on operational procedures, policies, and regulations.
- Provided customer service by responding to inquiries and resolving complaints.
- Maintained confidentiality of customer accounts by adhering to security procedures.
- Processed credit card applications, and other related documents.
- Monitored vault cash levels and ordered currency from the Federal Reserve Bank as needed.
- Researched discrepancies between customer balances and bank records for resolution.
- Created reports on sales activities and customer feedback for management review.
- Reconciled daily transactions with the general ledger system using specialized software programs.
- Performed financial analysis to determine customer eligibility for loans or other services.
- Analyzed customer data to identify potential fraud cases.
- Conducted periodic audits of branch operations to ensure compliance with established policies.
- Managed day-to-day operations of the teller line including scheduling staff members.
- Developed strategies to improve efficiency in processing transactions.
- Worked closely with branch managers on marketing initiatives designed to increase sales volume.
- Ensured proper handling of cash drawer limits according to bank policy.
- Updated automated systems with current information regarding customer accounts.
- Assisted customers in setting up online banking accounts for secure access to their funds.
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
- Balanced bank's vault of daily cash for withdrawals and deposits.
- Performed basic administrative tasks regarding banking products by handling phone calls, inquiries and emails.
- Welcomed customers and offered pleasant service during entire transaction.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Greeted and assisted customers with professional, knowledgeable support for diverse banking needs.
- Completed monthly audits and managed overdraft reports.
- Handled daily team scheduling and properly staffed shifts.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Verified amounts and integrity of every check or funds transfer.
- Kept teller window areas clean, organized and fully stocked.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Performed currency transaction reports for foreign currency.
- Maintained optimal financial controls by securing funds and making accurate transactions.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Reduced errors by double checking transactions.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Resolved problems or discrepancies concerning customers' accounts.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Identified transaction errors when debits and credits did not balance.
- Received and counted daily inventories of cash, drafts and checks.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Performed special services for customers, ordering bank cards and checks.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Prepared official checks for customer and internal bank needs.
- Reported daily averages and shortages to operations department.
- Leveraged customer service and sales abilities to consistently meet performance goals.
- Transmitted orders to supply cash to meet daily needs.
- Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
- Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
- Composed, typed and mailed statements and correspondence related to discrepancies and outstanding unpaid debts.
- Processed HELOC/mortgage applications
- Coached tellers
- Was key holder for closing and opening the branch
Education
High School Diploma -
Manchester Central High School
Manchester, NH06-2000
Skills
- Strong leadership
- Financial Acumen
- Team Management
- Member retention
Languages
Russian
Native/ Bilingual
Ukrainian
Native/ Bilingual
Timeline
Member Service
Mass Bay Credit Union
07.2022 - 06.2024
Customer Service Representative
Triangle Credit Union
11.2013 - 04.2018
Head Teller
TDBank
11.2003 - 11.2013
High School Diploma -
Manchester Central High School