Senia Fernandez

• Researched and resolved billing discrepancies to enable accurate billing.
• Assisted with billing inquiries and provided timely responses to enhance member satisfaction.
• Assisted Member Relations team with multiple Billing Adjustments and Fee removals on member accounts.
• Analyzed various reports and data to ensure quality of outgoing correspondence.
• Handled the billing processes for each specific cycles.

Created and Processed Service Orders for members.

Processed payments through Smarthub.

Worked with Osi/Oms Systems for outages.

Worked on Billing Adjustments.

Provided excellent Customer Service.

• Answered member calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing member needs and resolving concerns.
• Responded to member requests for service and company information.
• Processed payments in office and worked face to face with members.

• Answered customer questions and explained available services such as deposit accounts, bonds and securities.
• Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
• Provided advice on different bank products and financial options.
• Balanced teller drawers and ATM cash.
• Trained and mentored junior banking staff to maximize performance, efficiency and compliance.