Norda Johnson
Boston,MA
Summary
Experienced with handling member inquiries and delivering comprehensive support. Utilizes excellent communication and problem-solving skills to resolve issues efficiently. Knowledge of fostering positive member relationships and enhancing service satisfaction.
Overview
26
26
years of professional experience
Work History
Member Service Representative
Webster First Federal Credit Union
06.2024 - Current
- Assisted members with account inquiries and transactions, ensuring a positive service experience.
- Executed daily operational tasks in member services, adapting to various member needs efficiently.
- Provided guidance on credit union products and services, enhancing member knowledge and satisfaction.
- Resolved member issues promptly through effective communication and problem-solving skills.
- Maintained accurate records of member interactions, contributing to streamlined service processes.
- Educated members on digital banking tools, promoting user adoption and convenience.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Member Service Representative/Loan Originator
Cambridge Teachers Federal Credit Union
02.2004 - 06.2024
- Assisted members with account inquiries and transactions, ensuring accurate and timely service delivery.
- Educated members on products and services, enhancing understanding and promoting usage of offerings.
- Resolved member issues through effective communication, fostering positive relationships and satisfaction.
- Processed loan applications, ensuring compliance with credit union policies and regulatory requirements.
- Maintained accurate records of member interactions and transactions in internal systems for auditing purposes.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Educated and engaged customers with new bank products and services.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Teller
Bank of America
06.2000 - 05.2003
- Processed customer transactions efficiently using POS systems.
- Maintained accurate cash drawer through diligent reconciliation practices.
- Assisted customers with account inquiries, enhancing service experience.
- Promoted bank products to customers, contributing to sales targets.
- Implemented workflow improvements that streamlined transaction processes.
- Ensured compliance with banking regulations and internal policies consistently.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
Education
High School Diploma -
English High School
Boston, MASkills
- Customer service
- Relationship building
- Financial transactions
- Customer support
Timeline
Member Service Representative
Webster First Federal Credit Union
06.2024 - Current
Member Service Representative/Loan Originator
Cambridge Teachers Federal Credit Union
02.2004 - 06.2024
Teller
Bank of America
06.2000 - 05.2003
High School Diploma -
English High School