Stephanie R. Hernandez

I serve as a Member Service Officer Lead in the Contact Center where I support both members and colleagues while playing an active role in employee development. I handle high-volume inbound calls while actively listening to identify member needs and recommend appropriate Logix products and services. I support the contact center on high skills queues such as the Escalation queue, Help queue, and Wire queue demonstrating knowledge, professionalism, empathy, and strong communication skills in complex scenarios. I mentor new Member Service Officers from both banking and non-banking backgrounds, guiding them through onboarding and preparing them for independent success. I develop and deliver targeted training refreshers to reinforce knowledge, improve performance, and support continuous learning. I maintain strong knowledge of company policies, procedures, and systems, and use this expertise to coach, support, and develop team members in alignment with organizational standards.

As a writing center tutor for Woodbury University, my duties consisted of providing live online tutoring sessions with students and providing written feedback on written assignments. I assisted students with homework assignments, research proposals, research papers, and APA formatting.

I assisted customers with their retail banking needs in an effective and efficient manner. My responsibilities consisted of making clients' financial lives easier by connecting them with banking specialists such as small business bankers, Merrill Edge financial advisors, and mortgage loan officers. Additionally, I dedicated a few hours a week performing outbound calls to my clients to make sure they are happy with our service and products, and schedule appointments to fulfill unmet banking needs. As a relationship manager my job revolved around discovering and fulfilling consumer and small business customer needs as well as meeting quarterly sales goals.

As a Sales and Service Specialist I was the first person a customer saw when they walked into the financial center. My primary job was to meet and greet customers as they walked through the door, ask open-ended questions to uncover the needs of the customers and direct customers to the appropriate specialist to fulfill their needs. I was also responsible for introducing and educating our customers in alternative channels of banking such as ATMs with Teller Assist, online banking, and mobile banking. Further, I was responsible for managing the daily schedules for the personal bankers and other sales and service specialists. It was my responsibility to ensure and made sure I had them available to service our clients during peak hours.