Serena Sandidge
Richmond,VA
Summary
Detail-oriented professional with expertise in communication and negotiating. Committed to providing superior quality customer service, driving customer loyalty, retention, and revenue. Seeking a challenging position with an ambitious company.
Overview
6
6
years of professional experience
Work History
Membership Officer
03.2023 - 06.2024
- Promoted to assist another colleague with new role, while maintaining initial position.
- Acted as the main point of contact for members and prospective members, providing excellent service and answering questions about membership.
- Analyze and report on membership evolution and the state of membership.
- Maintained relationships with current members by providing regular updates on new developments in the organization's services or benefits packages.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
Member Experience Officer
Educational Systems Federal Credit Union
Remote
03.2021 - 06.2024
- Managed transactions on members' accounts, such as wires, transfers, deposits, and withdrawals.
- Troubleshoot members online and app access.
- Cross-sale products and services that meet each member's specific needs.
- Update member account profiles with the appropriate information, such as phone numbers, address, updated IDs, etc.
- Comply with all governing regulations, specifically the Bank Secrecy Act, OFAC, and the Patriot Act requirements.
- Assisted customers with dispute resolution, providing explanations of the process, account information and answers to inquiries.
Senior Consumer Loan Officer
01.2023 - 05.2023
- Assisted the lending department as a bonus assignment.
- Hit target numbers each month in revenue and the number of loans produced.
- Responsible for reviewing, analyzing, and underwriting personal loans, lines of credit, unsecured loans, credit cards, recreational vehicle loans, and direct and indirect auto loans.
- Decision loans, while delivering the highest level of service, in an efficient and courteous manner.
- Build collaborative working relationships with members and affiliated automobile dealerships.
- Ensuring compliance with all Federal, State, NCUA, and other regulatory agencies' rules and regulations.
Credit Card Collections
Bank of America
Hybrid
10.2019 - 06.2020
- Actively collect on 5, 30, and 60-day accounts to retrieve funds and determine the reason for delinquency on active and inactive loans.
- Document all updates and acquired information on accounts.
- Maintain a database of returned checks, collection procedures, and promises to pay.
- Submit extension requests, recover applications, and educate bank customers on alternate payment programs and methods.
- Verified accuracy of customer account information including address changes and contact information.
Inside Sales Consultant
Michael & Son Services
Richmond, VA
04.2018 - 01.2019
- Respond and communicate to requests in a timely manner.
- Analyzed customer needs and identified solutions to meet their requirements.
- Generated leads through cold-calling, networking, referrals, email campaigns, and other methods.
- Created new accounts and updated current customer accounts.
- Responsibilities included customer service sales calls, technical assistance, and support of outside sales HVAC, electrical, and plumbing quotes.
- Provided timely follow-up on inquiries, estimates, and proposals from potential customers via phone and email.
Education
Elaine Sterling Institute
01.2021
Varina Highschool
01.2016
Skills
- Analytical
- Detail-oriented
- Communication
- Negotiating
- Customer service
- Relationship management
- Problem solving
- Account Servicing
- Financial Acumen
- Revenue Generation
Timeline
Membership Officer
03.2023 - 06.2024
Senior Consumer Loan Officer
01.2023 - 05.2023
Member Experience Officer
Educational Systems Federal Credit Union
03.2021 - 06.2024
Credit Card Collections
Bank of America
10.2019 - 06.2020
Inside Sales Consultant
Michael & Son Services
04.2018 - 01.2019
Elaine Sterling Institute
Varina Highschool