Josephine Cruz
Ammon,ID
Summary
Customer service professional delivering high productivity and timely task completion. Skilled in conflict resolution, accurate data entry, and bank operations management. Resolved member and bank inquiries and corrected product issues quickly.
Overview
8
8
years of professional experience
Work History
Member Resolution Representative
Westmark Credit Union
Idaho Falls, Idaho
04.2026 - Current
- Resolved customer complaints by demonstrating empathy and providing tailored solutions to address concerns.
- Collaborated with colleagues across departments to ensure timely and effective resolution of customer needs.
- Facilitated payment arrangements and reviewed options such as skip payments, adhering to procedures while supporting resolution of past-due accounts.
- Verified member identity and protected confidential account details.
Customer Service Representative/ Returns Desk (Remote)
Citizens Community Bank (formerly Bank of Idaho)
Idaho Falls, ID
04.2022 - 11.2025
- - Helped improve customer satisfaction by resolving issues with knowledgeable, friendly service.
- - Assisted customers with setting up online banking, debit card, and bill payment services in a user-friendly manner.
- - Asked probing questions to identify service needs and entered information accurately into electronic systems.
- - Reviewed daily reports to support fraud prevention efforts and improve service quality.
- - Reviewed and processed deposits and payments into customer accounts, including rejecting non-compliant transactions.
- Prepared wire transfers, ACH requests, and stop payment forms for processing.
- Developed strong customer relationships to encourage repeat business.
Bank Teller
Members Preferred Credit Union
Idaho Falls, ID
03.2019 - 04.2022
- Processed customer transactions, including deposits, withdrawals, loan payments, and other banking services.
- Opened new accounts, ensuring accurate entry of documentation and customer information into systems for consumer, business, certificate of deposit, and IRA accounts.
- Addressed customer inquiries and explained account details clearly to resolve needs or concerns.
- Followed compliance procedures during financial transactions to meet banking requirements.
- Managed large sums of money accurately while upholding security protocols.
- Stayed current on banking knowledge through continuing education and advanced training.
Education
GED -
Eastern Idaho Technical College
Idaho Falls, ID04-2014
Skills
- Banking operations
- Regulatory compliance
- Risk assessment
- Customer service excellence
- Attention to detail
- Multitasking and organization
- Bilingual (Spanish)
- Conflict resolution
Timeline
Member Resolution Representative
Westmark Credit Union
04.2026 - Current
Customer Service Representative/ Returns Desk (Remote)
Citizens Community Bank (formerly Bank of Idaho)
04.2022 - 11.2025
Bank Teller
Members Preferred Credit Union
03.2019 - 04.2022
GED -
Eastern Idaho Technical College