Monica Martinez
Avondale
Summary
Qualified Member Services Representative with 10 years in fast-paced customer service and call center environments. Personable and professional under pressure. Helpful Member Service Representative diffusing volatile customer situations, generating additional revenue and building productive relationships with both staff and customers. Customer-centered and friendly professional with 10-year background maintaining customer satisfaction and contributing to company success goals. Helpful Member Service Representative diffusing volatile customer situations, generating additional revenue and building productive relationships with both staff and customers. Customer-centered and friendly professional with 10-year background maintaining customer satisfaction and contributing to company success goals. Thorough Member Services Representative recognized for applying communication strengths and upselling techniques to boost sales. Hardworking professional offering 10 years of experience rendering support and services to membership-based clients. Versed in investigating complaints and concerns, quickly processing orders and cross-selling products. Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in regulations and procedures.
Overview
32
32
years of professional experience
Work History
Member Service Representative
TruGrocer Credit Union
Glendale
01.2023 - Current
- Answered member questions about products and services.
- Processed cash and check deposits every day.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Enhanced member relationships by providing excellent service during each interaction.
- Consulted with customers regarding needs and addressed concerns.
- Reviewed new account applications to verify eligibility of prospective members.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Audited customer account information to identify issues and develop solutions.
- Completed transactions for membership renewals and extensions.
- Collected deposits or payments and arranged for billing.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
Online Account Rep/Loan Processor
Banner Federal Credit Union
Phoenix
01.2014 - 08.2022
- Calculated income, assets and liabilities to meet lender requirements.
- Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
- Reviewed and verified borrowers' income, credit reports and property appraisals to prepare documents for underwriting.
- Maintained fast-paced schedule by consistently providing satisfactory application approval turnaround times.
- Reviewed initial client documentation to structure and submit loan package.
- Interfaced with borrowers to obtain needed items and prepare applications for underwriting review.
- Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Maintained complete confidentiality of submitted information according to release guidelines.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Informed customers of loan application requirements and deadlines.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Prepared reports for customers with delinquent and irreconcilable accounts.
HOA Processor/Administrative Assistant
Haven Homes
Phoenix
07.2013 - 01.2014
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Responded effectively to sensitive inquiries or complaints.
- Maintained accurate department and customer records.
- Directed customer communication to appropriate department personnel.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
- Assisted residents with HOA questions and concerns
- collect rent payments and prepared receipts
- processed violations daily
- Collect CC&R's and emailed to residents
- scheduled maintenance for residents per HOA regulations
Financial Services Representative
Aea Federal Credit Union
Yuma
01.1994 - 06.2005
- Held financial conversations with clients and prospects to determine needs and provide appropriate solutions.
- Cross-sold bank products and services based on customer needs to boost sales.
- Maintained friendly front-line coverage by greeting and assisting walk-in customers, promoting good first impressions with clients.
- Discussed financial needs and goals to present investment options aligned with clients' financial status.
- Received and processed deposits, withdrawals and loan payments, keeping financial records up-to-date.
- Engaged in ongoing training and education to acquire knowledge of financial products and services in changing economic conditions.
- Interviewed clients to determine income, expenses, financial objectives and risk tolerance in order to develop successful financial plans.
- Guided customers toward upward credit mobility through good financial choices.
- Researched banking guidelines and statutory requirements to stay updated on new laws and applications.
- Received and posted payments to loan accounts.
- Processed financial aid documents and completed basic verification of information.
- opened savings, checking and other accounts daily
- balanced drawer daily
Education
High School Diploma -
Yuma High School
Yuma, AZ08.1992
Some College (No Degree) - Business
Arizona Western College
Yuma, AZSkills
- Teamwork and Collaboration
- Office Equipment Proficiency
- Data Entry
- Customer Data Confidentiality
- Administrative and Office Support
- Professional Telephone Demeanor
- Transaction Processing
- Understanding Customer Needs
- Microsoft Office
- Calm and Professional Under Pressure
- Customer Relations
- Customer Service Excellence
- Relationship Building
- Multitasking and Prioritization
- Sales and Upselling
- Account Updating
- Policies and Procedures Adherence
- Problem Resolution
- Microsoft Office Expertise
- 60 Wpm Typing Speed
- Cross-Functional Collaboration
Truwest Credit Union
Asisted members over the phone , answers high call volume calls from members, processed transfers to loan payments, opened CD's, processed stop payments for drafts, electronic payments, placed stops on cashiers cks, issued cashiers cks, opened sub accounts, checking accounts , transferred calls to appropriate depts, assisted members with log in issues for OLB.
Timeline
Member Service Representative
TruGrocer Credit Union
01.2023 - Current
Online Account Rep/Loan Processor
Banner Federal Credit Union
01.2014 - 08.2022
HOA Processor/Administrative Assistant
Haven Homes
07.2013 - 01.2014
Financial Services Representative
Aea Federal Credit Union
01.1994 - 06.2005
High School Diploma -
Yuma High School
Some College (No Degree) - Business
Arizona Western College