Karen Loya
Phoenix
Summary
Dedicated Member Service Representative with a focus on delivering exceptional customer support and resolving inquiries. Strong skills in communication and problem-solving contribute to maintaining positive customer relationships. Demonstrated success in boosting customer satisfaction and loyalty through attentive service. Actively enhances team performance by sharing insights and best practices in service delivery.
Overview
6
6
years of professional experience
Work History
Member Service Representative Teller
sunwest federal credit union
Phoenix
02.2023 - 05.2025
- Processed customer transactions efficiently at a high-volume financial institution.
- Assisted customers with account inquiries and transaction-related questions.
- Managed cash drawer, ensuring accuracy during each shift and transaction.
- Promoted bank services to customers, enhancing their overall banking experience.
- Maintained compliance with banking regulations and internal policies consistently.
- Collaborated with team members to streamline service delivery and improve workflows.
- Supported daily operations by balancing cash and preparing deposits for processing.
- Engaged in continuous training to enhance product knowledge and customer service skills.
- Handled cash transactions, balanced cash drawers, performed loan payments, and issued cashier's checks.
- Performed basic administrative tasks regarding banking products by handling phone calls, inquiries, and emails.
- Kept teller window areas clean, organized, and fully stocked.
- Greeted and assisted customers with professional, knowledgeable support for diverse banking needs.
- Provided information to customers regarding account balances, products and services.
- Maintained confidentiality of sensitive information according to established procedures.
- Identified customer needs and cross-sold bank products and services.
- Assisted customers with online banking inquiries via phone or email support.
- Balanced cash drawer daily with accuracy.
- Conducted financial reviews of personal accounts with clients.
- Verified customer identification for cash transactions.
- Handled large sums of money with care while maintaining security protocols.
- Maintained confidentiality of client information at all times.
- Educated customers on the benefits of using electronic banking services.
- Assisted in opening new accounts and closing existing accounts.
- Adhered to all applicable laws, regulations, policies and procedures related to banking operations.
- Built and maintained client relationships through quality, personalized interactions.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
COSTUMER SERVICE REPRECENTATIVE
Maximus Federal Services
PHOENIX
09.2022 - 02.2023
- Handled inbound customer inquiries with professionalism and empathy.
- Resolved customer complaints by actively listening and providing effective solutions.
- Educated customers on product features and benefits to enhance understanding.
- Managed high call volumes while maintaining quality service standards.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
MEMBER SERVICE REPRECENTATIVE
Sunland Park Race Track
Sunland Park
07.2019 - 03.2020
- Processed cash transactions accurately for gaming operations and customer services.
- Managed and balanced cash drawers during shifts for financial integrity.
- Trained new cashiers on procedures, systems, and customer service standards.
- Maintained cleanliness and organization of the cashier area for optimal service.
- Greeted customers and answered inquiries regarding services.
- Processed payments for chips, tokens, and cash transactions.
- Performed opening and closing duties such as counting money drawers and verifying floats.
- Followed strict security protocols when handling large sums of money.
- Supervised cash handling and transactions for diverse gaming operations.
- Complied with federal and state regulations by completing required casino forms pertaining to cage transactions.
Education
High School Diploma -
PARADISE VALLEY HIGH SCHOOL
PHOENIX AZ05-2010
Skills
- Customer transactions
- Cash management
- Banking compliance
- Account administration
- Digital banking support
- Conflict resolution
- Active listening
- Attention to detail
- Team collaboration
- Time management
- Financial transactions
- Database maintenance
- Microsoft office expertise
- Professional demeanor
- Communication skills
- Spanish fluency
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Member Service Representative Teller
sunwest federal credit union
02.2023 - 05.2025
COSTUMER SERVICE REPRECENTATIVE
Maximus Federal Services
09.2022 - 02.2023
MEMBER SERVICE REPRECENTATIVE
Sunland Park Race Track
07.2019 - 03.2020
High School Diploma -
PARADISE VALLEY HIGH SCHOOL
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