Sherrie Horn
Hollywood,MD
Summary
Personable offering 34 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
34
34
years of professional experience
Work History
Member Service Representative
Cedar Point Federal Credit Union
01.2018 - Current
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Verified customer identification and documentation for compliant transactions.
- Resolved customer issues through thorough dispute investigation.
- Provide members the full range of products and services offered by Cedar Point Federal Credit Union including depository accounts such as checking,saving,certificate IRA, revocable trust and estate accounts, Lending products: and credit/debit cards.
- Have advanced knowledge to discuss and accept visa debit card disputes, ach disputes, stop pay for teller checks, and ach death claim information.
- Perform secure branch balancing at all levels that includes ordering cash, balancing all miscellaneous transactions, balance all checks.
- Secure daily vault and ATM audits with zero error.
- Secure and monitor the branch opening and closing procedures.
Branch Manager
Cedar Point Federal Credit Union
12.2004 - 01.2018
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Launched new training program to boost employee skills and staff retention rate.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Ensured accurate and timely paychecks for employees by diligently verifying timekeeping records and resolving discrepancies.
- Responsible for managing the daily operations of the branch, including overseeing the performance of the staff, monitoring the branch financial activities,and ensuring regulatory compliance.
- Experience in financial services, preferably in a credit union or banking environment, with a strong understanding of lending, deposit and investment products.
- Handles and oversees daily operation of the branch, including cash, vault balancing and audits.
- Assigns, directs, coordinates and reviews work for all employees.
- Responsible the compliance with the building security procedures, Submit monthly security reports test alarms, secured building for opening and closing safety.
- Performance employment interviews, evaluations and make recommendations to executive management concerning step increases and bonuses.
- Coordinates office work schedules including Saturdays.
- Able to make sudden and crucial decision.
- Being reliable and trustworthy.
- Knowledge of Credit Union and policies and the ability to answer inquires of a general nature.
Loan Operations Clerk
Cedar Point Federal Credit Union
06.1992 - 12.2004
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Examined customer loan applications for loan approvals and denials.
- Processed loan applications and monitored progress from start to finish.
- Assisted customers with completing loan applications and other paperwork.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Reduced loan delinquency rates with thorough credit analysis and risk assessment for potential borrowers.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications and financial history paperwork.
- Maintained strict confidentiality of bank records and client information.
- Assisted with timely loan closing and funding activities with efficient management of task checklists.
- Proactively identified solutions for customers experiencing credit issues.
Teller-Senior Supervisor
Cedar Point Federal Credit Union
09.1989 - 06.1992
- Accept and process various financial transactions for members and businesses by phone, mail or in person. Transactions include: deposits, withdrawals, loan payments, money orders, certified checks, bond redemption, postage stamps, wire transfers
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Responsibility for being a key holder to opening and closing the branch.
- Assisted with training of new tellers on policies and procedures.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Responsible to order cash money from the Federal Reserve bank for the branch.
- Becoming a notary, Signature Guarantee.
- Responsible for staying current on all products and services offered by the Credit Union and be proactive in offering products and services when applicable.
Education
High School Diploma -
Richlands High School
Richlands, VA06.1986
Skills
- Reliability
- Typing and 10-Key Entry
- Computer Skills
- Time sheet review
- Stress Tolerance
- Meeting deadlines
Timeline
Member Service Representative
Cedar Point Federal Credit Union
01.2018 - Current
Branch Manager
Cedar Point Federal Credit Union
12.2004 - 01.2018
Loan Operations Clerk
Cedar Point Federal Credit Union
06.1992 - 12.2004
Teller-Senior Supervisor
Cedar Point Federal Credit Union
09.1989 - 06.1992
High School Diploma -
Richlands High School
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