V Polk
Charlotte,NC
Summary
Accomplished Member Services professional with 10+ years of experience in banking and credit union environments. Proven ability to deliver exceptional member experiences, resolve complex account issues, and provide tailored financial guidance. Adept at cross-selling financial products, ensuring regulatory compliance, and driving member satisfaction and loyalty. Recognized for fostering long-term relationships and contributing to organizational growth.
Overview
12
12
years of professional experience
Work History
Member Service Representative
Nova Credit Union
Charlotte, NC
07.2024 - 04.2025
- Delivered personalized support to members, addressing inquiries and resolving account issues promptly.
- Opened and maintained member accounts in full compliance with security and regulatory policies.
- Processed loan, mortgage, and credit card payments with accuracy and efficiency.
- Educated members on financial products and services, increasing adoption and member engagement.
Member Service Representative
Carolinas Telco Federal Credit Union
Charlotte, NC
05.2022 - 05.2024
- Built strong member relationships through proactive communication and personalized service.
- Guided members through loan applications, account maintenance, and financial planning solutions.
- Consistently cross-sold credit union products, boosting member engagement and product utilization.
Operations Services Supervisor
First Citizens Community Bank
Concord, NC
06.2021 - 05.2022
- Supervised daily branch operations and staff to maintain high service standards.
- Resolved escalated member concerns efficiently, improving satisfaction and retention.
- Conducted compliance audits and reinforced adherence to banking regulations and internal policies.
Office Manager
Denmor Trucking
Charlotte, NC
04.2019 - 03.2021
- Directed office operations and served as primary contact for client inquiries and billing issues.
- Cultivated positive client relationships through prompt issue resolution and clear communication.
Member Service Associate
Lake Trust Credit Union
Lansing, MI
06.2016 - 04.2019
- Assisted members with account openings, loan applications, and complex financial inquiries.
- Trained and mentored new hires on member service techniques and operational procedures.
- Provided accurate financial guidance to enhance member satisfaction and retention.
Personal Banker III
Huntington National Bank
Lansing, MI
12.2012 - 05.2016
- Managed client portfolios, delivering personalized banking solutions tailored to individual needs.
- Originated loans and mortgages while maintaining NMLS certification (#1010418).
- Exceeded sales and service goals by identifying opportunities to cross-sell financial products.
Education
High School Diploma -
Sexton High School
Lansing, MISkills
- Member Relationship Management
- Account Opening & Maintenance
- Loan & Payment Processing
- Cross-Selling Financial Products
- Issue Resolution & Problem Solving
- Regulatory Compliance & Auditing
- Financial Guidance & Support
- Staff Training & Supervision
- Microsoft Office Suite (Excel, Word)
- Member Relationships
- Loan & Account Processing
- Compliance & Auditing
- Financial Guidance
- Issue Resolution
- Staff Training
- Microsoft Office
Timeline
Member Service Representative
Nova Credit Union
07.2024 - 04.2025
Member Service Representative
Carolinas Telco Federal Credit Union
05.2022 - 05.2024
Operations Services Supervisor
First Citizens Community Bank
06.2021 - 05.2022
Office Manager
Denmor Trucking
04.2019 - 03.2021
Member Service Associate
Lake Trust Credit Union
06.2016 - 04.2019
Personal Banker III
Huntington National Bank
12.2012 - 05.2016
High School Diploma -
Sexton High School
Section name
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