Emma Elms
Mesa
Summary
Dynamic and results-driven professional with extensive experience at Consumers Credit Union, excelling in customer service and complaint resolution. Proven track record in training and mentoring staff, enhancing team performance, and maintaining compliance standards. Skilled in evaluating loan applications and fostering empathetic client relationships to drive satisfaction and loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Member Service Representative
Consumers Credit Union
12.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Trained new personnel regarding company operations, policies and services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Collaborated with other departments to promptly process loan applications.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Processed multiple types of loan applications: auto, credit cards, unsecured, boat, RV, home equity (HEIL and HELOC).
- Performed monthly office audits, based on compliance guidelines and record retention requirements (cash drawers, vault, alarm systems, key logs, debit/credit card printer and card-stock, as well as various other documents).
Member Service Representative I & II
Consumers Credit Union
10.2019 - 12.2023
- Educated and engaged customers with new bank products and services.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Collaborated with other departments to promptly process loan applications.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Explained very technical financial information to applicants in easy to understand language.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Identified opportunities to cross-sell and upsell loan products to customers.
Teller I, Teller II, and Senior Teller
Consumers Credit Union
04.2018 - 10.2019
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Educated customers on use of banking website and mobile apps.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Processed customer transactions promptly, minimizing wait times.
- Executed wire transfers, stop payments and account transfers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Mentored and trained new tellers on bank procedures and customer service standards.
Education
Bachelor of Arts - Criminal Justice
Saginaw Valley State University
Saginaw, MIBachelor of Arts - Communications
Saginaw Valley State University
Saginaw, MIAssociate of Arts - Business Administration
Kalamazoo Valley Community College
Kalamazoo, MISkills
- Exceptional Communication
- Performance Tracking
- Customer Service Expertise
- Leadership, Training and Mentoring
- Complaint Handling and Conflict Resolution
- Proactive Planning
- Attention to Detail/Organization
- Empathy and Active Listening
- Auditing and Maintaining Compliance Standards
Certification
- NMLS - Home Equities (HEIL and HELOC)
- CNP - Certified Notary Public
- Medallion Signature Guarantee
Timeline
Senior Member Service Representative
Consumers Credit Union
12.2023 - Current
Member Service Representative I & II
Consumers Credit Union
10.2019 - 12.2023
Teller I, Teller II, and Senior Teller
Consumers Credit Union
04.2018 - 10.2019
Bachelor of Arts - Criminal Justice
Saginaw Valley State University
Bachelor of Arts - Communications
Saginaw Valley State University
Associate of Arts - Business Administration
Kalamazoo Valley Community College
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