Summary
Overview
Work History
Skills
Affiliations
Timeline
Generic

Tara Etters

Vancouver,WA

Summary

Dynamic professional with extensive experience at Unitus Community Credit Union, excelling in financial counseling and proactive problem solving. Recognized for enhancing member satisfaction through effective relationship building and process improvements. A certified trainer and mentor, I leverage strong communication skills to foster team success and drive operational excellence.

Overview

27
27
years of professional experience

Work History

Lead Video Member Advocate

Unitus Community Credit Union
Tigard , OR
01.2025 - Current
  • Developed internal protocols for the efficient handling of member requests.
  • Manager on Duty when the manager/assistant managers are out of the office.
  • Performed data entry tasks related to membership information updates.
  • Resolved member complaints efficiently and effectively.
  • Evaluated current processes to identify areas of improvement.
  • Mentored team members by demonstrating best practices for member service.
  • Advised upper management on potential strategies for enhancing Member service.
  • Worked closely with cross-functional teams to streamline operations.
  • Interfaced with other departments to ensure timely resolution of issues.
  • Ensures compliance by assisting my management team with account audits and coaching the team on audit findings.

Video Member Advocate 2

Unitus Community Credit Union
Portland , OR
06.2020 - 12.2024
  • Maintains accurate records of all interactions with members.
  • Processes membership applications, changes, and cancellations.
  • Interfaced with other departments to ensure timely resolution of issues.
  • Schedules appointments for members as needed to discuss their accounts, open new membership accounts, apply for loans, or assisted with their current membership account.
  • Evaluates current processes to identify areas of improvement.
  • Advises upper management on potential strategies for enhancing Member service.
  • Became a certified trainer to train new team members.
  • Certified Financial coach
  • Provides knowledgeable and compassionate service in response to members questions and concerns.
  • Took escalated calls from my peers, to resolve members issues.
  • Assisted management with training and onboarding of new employees.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Senior Member Support Specialist

Unitus Community Credit Union
Portland, OR
12.2016 - 06.2020
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Maintained updated knowledge through continuing education and advanced training.
  • Worked effectively in team environments to make the workplace more productive.
  • Completed day-to-day duties accurately and efficiently.

Customer Service Representative/Accounts Payable Clerk

UniFirst
Portland, OR
04.2016 - 12.2016
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Educated customers on special pricing opportunities and company offerings.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.

Lead Tier 2 Support

US Bank
Portland, OR
10.2003 - 06.2015
  • Mentored team members by demonstrating best practices for sales and customer service.
  • Drove customer feedback for process improvements.
  • Provided knowledgeable and compassionate service in response to customers questions and concerns.
  • Promoted and sold banking products and financial services.
  • Assisted customers by phone by answering banking questions and recommending solutions.
  • Assisted bankers with past due reports, compliance exceptions and contacting customers about account concerns.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Identified transaction errors when debits and credits did not balance.
  • Opened new accounts and served existing customers based on individual financial needs.
  • Encouraged open communications, promoting positive and pro-employee work environment.
  • Handled sensitive employee and company information with highest level of confidentiality and discretion.
  • Took escalated calls from my peers, to resolve complex customer issues.

Teller

Wells Fargo
Portland , OR
01.2001 - 01.2002
  • Explained account information to customers in detail as needed.
  • Answered customer inquiries regarding bank products and services.
  • Handled large volumes of currency quickly and accurately with minimal errors.
  • Prepared official checks for customer and internal bank needs.
  • Maintained accurate records of all transactions and customer interactions.
  • Opened new checking, savings and lines of credit for customer accounts.
  • Identified fraudulent activity or suspicious behavior immediately reported it to management.
  • Resolved customer complaints quickly and efficiently in order to maintain positive relationships with clients.

Customer Service Cashier

Target
Portland, Or
01.1998 - 01.2001
  • Processed customer payments quickly and returned exact change and receipts.
  • Assisted customers with locating merchandise within the store.
  • Refilled and rotated items on shelves to maintain well-stocked inventory.
  • Informed customers about product pricing and answered questions regarding products and services available in the store.
  • Processed returned merchandise by strictly following store return and exchange procedures.
  • Greeted customers promptly and responded to questions.
  • Assisted co-workers with tasks as needed to ensure smooth operations of the store.

Skills

  • Financial Counseling
  • Computer Savvy
  • Application Support
  • Proactive Problem Solving
  • Resource Utilization
  • Activity Monitoring
  • Quality Assurance
  • Relationship Building
  • Personable Nature
  • Member Relationship Management
  • Claims Processing
  • Account Retention
  • New Account Setup
  • Data Entry
  • Quality Control
  • Relationship Building and Management
  • Strong Sense of Banking Ethics
  • Analytical Thinking
  • Product Promotion
  • Product and Service Sales
  • Excellent Communication Skills
  • Honest and Dependable
  • Team Leadership
  • Team training
  • Communication skills
  • Financial coaching
  • Conflict resolution
  • Account auditing
  • Membership management
  • Process improvement

Affiliations

  • Community Heart award recipient.
  • Involved in my community and volunteering at various organizations.
  • Certified financial coach.
  • Completed Next Level Leadership training.
  • Active member of Emerging to Lead ERG group.

Timeline

Lead Video Member Advocate

Unitus Community Credit Union
01.2025 - Current

Video Member Advocate 2

Unitus Community Credit Union
06.2020 - 12.2024

Senior Member Support Specialist

Unitus Community Credit Union
12.2016 - 06.2020

Customer Service Representative/Accounts Payable Clerk

UniFirst
04.2016 - 12.2016

Lead Tier 2 Support

US Bank
10.2003 - 06.2015

Teller

Wells Fargo
01.2001 - 01.2002

Customer Service Cashier

Target
01.1998 - 01.2001

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Tara Etters