Rebecca Klotz
Norfolk
Summary
Member Service Representative at Beach Municipal Federal Credit Union, adept in customer service and financial transactions. Excelled in building strong client relationships, enhancing customer satisfaction, and contributing to team success through collaboration. Skilled in account management and escalation handling, ensuring high levels of customer retention and satisfaction.
Overview
3
3
years of professional experience
Work History
Member Service Representative
Beach Municipal Federal Credit Union
03.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Educated and engaged customers with new bank products and services.
Sales Service Specialist
Fulton Bank
05.2021 - 03.2023
- Developed strong relationships with key clients, resulting in increased repeat business.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Increased client retention by providing exceptional post-sales support and fostering long-term relationships.
- Trained junior team members, improving overall team performance and supporting their professional development.
- Cross-sold and upsold products to customers based on solid understanding of current and forecasted needs.
- Answered in-depth questions about company offerings, service policies and benefits of each plan.
- Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
- Kept senior managers informed about sales activities, current inventory and other metrics via timely reports.
Education
Bachelor of Science - Law Enforcement And Justice Administration
Western Illinois University
Macomb, IL12.1998
Skills
- Customer Service
- Financial Transactions
- Customer Support
- Credit Union Knowledge
- Banking knowledge
- Call center experience
- Account Management
- Escalation Handling
- Product Recommendations
- Policy understanding
- Service Upselling
- Relationship Building
- Teamwork and Collaboration
- Service Recommendations
- Money handling abilities
- Calm and Professional Under Pressure
- Computer Skills
- Customer Relations
- Understanding Customer Needs
- Transaction Processing
Timeline
Member Service Representative
Beach Municipal Federal Credit Union
03.2023 - Current
Sales Service Specialist
Fulton Bank
05.2021 - 03.2023
Bachelor of Science - Law Enforcement And Justice Administration
Western Illinois University
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