Zarinah Muhammad
Member Service Representative II
Warner Robins,GA
Summary
Experienced Member Service Representative specialized in member service, consumer lending, account management, problem resolution, and compliance. Proven ability to identify member needs, recommend financial solutions, make sound decisions within established authority, and support efficient daily branch operations. Recognized for building strong member relationships, assisting and training team members, resolving complex issues, and maintaining accuracy while balancing multiple priorities. Prepared to contribute as a Senior Member Service Representative by serving as a resource to branch team and supporting branch leadership.
Overview
10
10
years of professional experience
Work History
Member Service Representative II
Robins Financial Credit Union
07.2021 - Current
- Analyze and resolve complex member issues by identifying financial needs and recommend appropriate solutions. Assisted members with account inquiries and transactions, ensuring a high level of member satisfaction.
- Deliver a high level of member service by assisting members with account openings, account maintenance, transactions, loan requests, and financial product inquiries.
- Assist with consumer lending activities, including reviewing loan requests, evaluating member information, and helping determine appropriate lending solutions within established guidelines and compliance.
- Support branch operations by maintaining accurate documentation, following procedures, and ensuring member transactions and account activity are processed accurately and efficiently..
- Serve as a resource for new and existing staff by providing training and guidance related to account opening, loan processes, credit union policies, procedures, and member service expectations.
- Collaborate with branch team and other departments to improve member service, increase engagement, and ensure member needs are addressed efficiently.
- Identify opportunities to educate members on products and services that may benefit their financial goals, while maintaining a member-focused approach.
- Maintain strong knowledge of credit union products, services, account procedures, lending processes, and applicable compliance requirements.
- Demonstrate sound judgment, initiative, dependability, teamwork, and professionalism when handling member concerns and daily branch responsibilities.
- Assist in maintaining an organized, efficient branch environment by effectively balancing member-facing responsibilities, operational tasks, and team support.
- Leads MSR Huddles every week by presenting new ideas as well as creating team bonding activities and games.
Sales Associate
GEICO
07.2016 - 06.2021
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Educated clients on insurance products, assisting them in making informed decisions tailored to their needs.
- Processed policy renewals and new applications, ensuring accuracy and compliance with company standards.
- Collaborated with team members to optimize workflow, enhancing overall departmental productivity.
Education
High School Diploma -
McIntosh County Academy
Darien, GASkills
Account management
Organization
Time Management
Escalation Handling
Risk Awareness & Compliance
Teller Assistance
Lending
Employee Training & Coaching
Member Relationship
Branch Operation Support
Microsoft Office
Timeline
Member Service Representative II
Robins Financial Credit Union
07.2021 - Current
Sales Associate
GEICO
07.2016 - 06.2021
High School Diploma -
McIntosh County Academy