Nancy I. Coll-Cuchi Arroyo
Services Member Reptresentative II
Carolina, 939-276-7182 /ncollcuchi@gmail.com
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Personable Member Services Representative II offering 30 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
30
30
years of professional experience
Work History
Member Service Representative II
Jetstream Federal Credit Union
08.2013 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Increased revenue by actively listening to customers and proposing optimal [Product or Service] offerings.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Collected and authorized payments of guests.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Operated cash register to record transactions accurately and efficiently.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Educated customers on use of banking website and mobile apps.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Executed wire transfers, stop payments and account transfers.
- Handled various accounting transactions.
- Received loan and utility payments, sending funds to correct destinations.
- Calculated fees due, interest and change for customer transactions.
- Wrote and distributed customer correspondence.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Education
Bachelor Degree in Financial Administration - Bachelor Degree In Economi And Merchandise
University of Puerto Rico
Recinto De Bayamon05.1999
Skills
- External Audits
- Member Relations
- Appointment Scheduling and Confirmation
- Loan Application Processing
- Mobile Banking
- USA Patriot Act
- Service Recommendations
- Teller Transactions
- Customer Support
- Information Updates
- Database Maintenance
- Customer Standards Compliance
- Member Retention
- Membership Registrations
- Credit Card Applications
- Bank Secrecy Act
- Microsoft Office
- Banking Operations Support
- Product Recommendations
- Database Management
- Loan Disbursement
- Complaint Documentation
- Loan Counseling
- Understanding Customer Needs
- Data Security Techniques
- Customer Data Confidentiality
- Membership Inquiries and Renewals
- Document and Records Management
- Sales and Upselling
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Process Transactions
- Policy and Procedure Adherence
Languages
Spanish, English
Native language
Timeline
Member Service Representative II
Jetstream Federal Credit Union
08.2013 - Current
Bachelor Degree in Financial Administration - Bachelor Degree In Economi And Merchandise
University of Puerto Rico
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