Norma Fajardo
Member Service Associate
Romeoville,IL
Summary
Knowledgeable and dedicated customer service professional with over 20 years of experience and extensive knowledge experience in the banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Member Service Associate
GreenState Credit Union
Naperville , IL
2022.01 - Current
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Learning internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Resolved concerns with products or services to help with retention and drive sales.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Helped customers every day with positive attitude and focus on customer satisfaction.
- Learning and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Delivered exceptional customer service to every member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with members and staff.
Bank Teller Supervisor
Oxford Bank And Trust
Naperville , IL
2020.03 - 2021.12
- Promoted bank's products and services by consistently cross-selling to customers.
- Examined tellers' reports of daily transactions for accuracy.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Complied with established internal controls and policies.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Supported financial director with special projects and additional job duties.
- Cash shipments for the branch.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Perform Teller audits on a monthly basis or when necessary.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Assisted manager with recruiting, interviewing and hiring employees.
- Implemented mentoring programs to promote positive feedback and engagement from the staff.
- Continued with bankers duties to help customers and assisted staff to increase knowledge.
- Assisted with staff schedules and time cards on ADP.
Personal Banker
Oxford Bank And Trust
Addison , IL
1999.05 - 2020.03
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Promoted financial products by maintaining excellent service offering knowledge.
- Achieved consistent recognition as top sales performer.
- Conducted detailed financial reviews for business clients to sell appropriate products to fit clients needs.
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Presented new and additional products and services to existing customers.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Answered customer questions and explained available services such as deposit accounts and bonds.
- Assisted the Hispanic community with all sorts of financial needs as well as translations from other departments out of my expertise.
- Certified NMLS and Notary public for the State of Illinois.
Bank Teller
Oxford Bank And Trust
Addison , IL
1998.08 - 1999.05
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed customer transactions promptly, minimizing wait times.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Reconciled cash drawer and resolved discrepancies.
Education
Bachelor of Science - Business Administration
Instituto Tecnologico De Morelia
Morelia, Michoacan Mexico02.1998
Skills
- Understanding Customer Needs
- Creative Problem Solving
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Team-Oriented and Cooperative
- Microsoft Office Suite
- Patient and Empathetic
- Establishing and Maintaining Customer Relationships
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
Timeline
Member Service Associate
GreenState Credit Union
2022.01 - Current
Bank Teller Supervisor
Oxford Bank And Trust
2020.03 - 2021.12
Personal Banker
Oxford Bank And Trust
1999.05 - 2020.03
Bank Teller
Oxford Bank And Trust
1998.08 - 1999.05
Bachelor of Science - Business Administration
Instituto Tecnologico De Morelia