Category: BANKING

         MEMBER SERVICES REPRESENTATIVE       Summary    Skilled relationship-builder who is able to establish easy rapport with customers, building trust and respect.
Highly service-oriented individual who is responsive to need and thorough in follow-through.
Organized, effective multitasker with excellent coordination skills and a keen attention to detail.          Experience      Member Services Representative   03/2015   －   Current     Company Name     City  ,   State       Promoted from Cashier to Lead Cashier to help train staff and facilitated huddles in the morning (Meijer).  Among the top 10% advisers in Telephone Banking in 2011 and 2012 Peer coach for new and other existing
employees Peer to Peer Winner (JP Morgan Chase).  Received "Best of the Best" Award for Outstanding Customer Service in 2012 (JP Morgan Chase).  In 2013 and 2014 ranked in the top 5 of Columbus Fraud Analysts with zero bottom box/ Subject Matter Expert for
new and existing employees (JP Morgan Chase).  Led and facilitate team meetings in the absence of a manager (JP Morgan Chase).  In 2015 promoted from Member Service Representative Trainee to Member Service Representative (OPERS).  Responds to inbound telephone inquiries from members, benefit recipients, and others regarding all OPERS
benefits and services.  Provides benefit information necessary for members to make informed life-path decisions regarding benefit
selection, account changes, etc.  Promotes self-service and benefit awareness by promoting resources such as the Member Benefits System and
the OPERS website, and providing assistance in navigation of those sites Fosters a strong customer service and
team-oriented work environment.  Takes ownership by following through and ensuring timely and quality service.          Risk Operations Analyst II   08/2014   －   02/2015     Company Name     City  ,   State       Pinpointed fraud trends specific to online money movement and communicated information to colleagues within
department.  Researched monetary transactions made at Chase.com, ensuring validity of transactions and security of
customer accounts.  Collaborated across lines of business within Chase to better serve customers and reduce delay in online money
movement.          Risk Operations Analyst   07/2013   －   08/2014     Company Name     City  ,   State       Answer high volume incoming calls from internal Chase colleagues and account holders who require assistance
with deposit holds, New Account Screening, Fraud Activity, Account Restrictions, AML Closures, Kiting and
AAU Closures.  Detect fraud to prevent loss for the customer and Chase, by reviewing necessary documents and investigate
account activity as wells as the history of the account holder.  Adhere to regulatory, legal and bank requirements.  Screen accounts to ensure, the customer meet and comply
with KYC policy and procedure of Chase and to verify no risky business is/or has been initiated, which could pose
a potential risk to the bank.  Provide peer coaching, walk the floor as a SME to provide assistance to analyst with complex customer issues
and assist new hires once on the production floor.          Senior Service Specialist   12/2012   －   06/2013     Company Name     City  ,   State       Enforced relief to the customers by reviewing the situation, ensuring consumer satisfaction throughout the
de-escalation process.  Investigate and solve customers' long-standing or complex problems.  Duties included working with site leaders
to investigate complaints and suggest improvements.  Identify and highlight issues that impact policies, processes and procedures for the necessary
changes/improvements.  Maintain accurate and timely records of correspondence or discussions with the customers in various systems.          Customer Service Specialist   01/2010   －   11/2012     Company Name     City  ,   State       Remained up to date for developments and changes in products, services, policies and procedures by reading job
aid guides, attending briefing/meetings and completing courses.  Participated in a variety of special projects as requested by management, including piloting system and/or
process improvements.  Demonstrated appropriate and professional phone skills.  Exhibited composure and patience.  Received inbound calls, volume of 80-150 daily.  Make sure the customers understand all products and services.  Duties included keeping clients current and up to date with personal, CD, and/or business accounts, credit card,
auto/ school/mortgage loans, and/or line of credit accounts, in a professional detailed manner.  Process orders for customers, debit/credit/liquid cards, checks, check registers, account and/or tax statement.  Online trouble shooting, helping the customer navigate Chase online Duties included but not limited to password
and code resets, access to accounts online, account alerts via text or email.  Create claims for customers and follow up with claim making sure any incorrect charge is corrected.  Meeting each goal for every month duties included but not limited to: maintaining low handle time on the phone,
and maintaining great Customer surveys.  Having team meetings twice a month to give ideas for better service and share experience's to learn from.  Peer coaching new hired bankers.          Intern   06/2008   －   08/2008     Company Name     City  ,   State       Develop and prepare packets containing information about social service agencies, assistance organizations,
and programs that might be useful for inmates or offenders.  Write reports describing offenders' progress.          Customer Service Specialist   10/2004   －   02/2010     Company Name     City  ,   State       Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately.  Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is
adequate change.  Receive payment by cash, check, credit cards, vouchers, or automatic debits.  Assist customers by providing information and resolving their complaints.  Answer customers' questions, and provide information on procedures or policies.  Issue receipts, refunds, credits, or change due to customers.  Sell tickets and other items to customers.  Process merchandise returns and exchanges.  Cash checks for customers.          Education       2008   Associate of Arts  :  Wright State University   -   Criminal Justice Sociology    City  ,   State      Criminal Justice Sociology        Skills    analyst, Banking, Benefits, Cashier, CD, coach, coaching, com, credit, clients, Customer Service, debit, email, Issue receipts, legal, meetings, access, money, mortgage loans, navigation, policies, processes, progress, quality, reading, surveys, tax, Telephone, phone skills, phone, trouble shooting, website