Samantha Britz
Newark,DE
Summary
Driven by a results-focused approach, I excelled at Dover Federal Credit Union, enhancing member satisfaction through credit analysis and interpersonal communication. My leadership in cross-selling loan products and resolving financial concerns showcases my blend of analytical and soft skills, significantly contributing to our team's success.
Overview
5
5
years of professional experience
Work History
Member Experience Officer
Dover Federal Credit Union
09.2023 - Current
- Assists members in selecting appropriate loan products for their needs, resulting in higher member satisfaction.
- Delivers exceptional member service by promptly addressing member concerns and resolving issues as they arose during the lending process.
- Educates potential members on various loan options, guiding them towards informed decisions that fit their financial goals.
- Performs credit score analysis' to identify solutions for members experiencing credit issues and concerns
- Identifies opportunities to cross-sell and upsell loan products to members.
Member Experience Specialist
Dover Federal Credit Union
01.2023 - 09.2023
- Performed account openings for both personal and business members.
- Assisted members with with card disputes, wire transfers, and stop payments.
- Assisted members through secured message portal through online banking.
- Assist in performing monthly branch audits and marketing supply orders for the branch.
- Volunteers for community outreach for Dover Federal Credit Union such as; New hire orientations for business partners, chamber of commerce events, etc.
- Engage in team bonding and help facilitate activities in the branch.
Member Experience Representative
Dover Federal Credit Union
06.2021 - 01.2023
- Providing members with a high level of customer experience.
- Handle member requests quickly and efficiently, including but not limited to cash deposit and withdraws, check deposit and withdraws, and cash advances.
- Referring products to members such as credit cards, personal loans, auto loans, home equity lines of credit, certificates of deposit, etc.
- Prepare cash and coin shipment to the Federal Reserve
- Perform daily work scanning for the branch
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
Hostess
Iron Hill Brewery
06.2020 - 06.2021
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, updating reservation logs simultaneously, and fulfilling to-go orders.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
Hostess
Bob Evans Restaurant
11.2019 - 05.2020
- Greet and escort customers to their tables and provide them with specials and information on the menu.
- Assemble to-go orders and send them off to customers in a timely manner.
- Monitored dining room and guest flow to maximize table usage and minimize customer wait times during busy hours.
- Answer phone calls, book reservations, and resolve customer concerns.
- Operate a cash register and perform cash/credit card transactions.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Rearranged tables and chairs for large parties and retrieved high chairs for children.
Education
High School Diploma -
Newark Charter High School
Newark, DE05.2019
Skills
- Work Coordination
- Documentation Review
- Credit analysis
- Customer service-focused
- Cash Handling
- Interpersonal Communication skills
- Leadership skills
- Organizational skills
Timeline
Member Experience Officer
Dover Federal Credit Union
09.2023 - Current
Member Experience Specialist
Dover Federal Credit Union
01.2023 - 09.2023
Member Experience Representative
Dover Federal Credit Union
06.2021 - 01.2023
Hostess
Iron Hill Brewery
06.2020 - 06.2021
Hostess
Bob Evans Restaurant
11.2019 - 05.2020
High School Diploma -
Newark Charter High School
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