MEMBER SERVICES REPRESENTATIVE Summary Skilled relationship-builder able establish easy rapport customers, building trust respect. Highly service-oriented individual responsive need thorough follow-through. Organized, effective multitasker excellent coordination skills keen attention detail. Experience Member Services Representative 03/2015 － Current Company Name City State Promoted Cashier Lead Cashier help train staff facilitated huddles morning (Meijer). Among top 10% advisers Telephone Banking 2011 2012 Peer coach new existing employees Peer Peer Winner (JP Morgan Chase). Received "Best Best" Award Outstanding Customer Service 2012 (JP Morgan Chase). In 2013 2014 ranked top 5 Columbus Fraud Analysts zero bottom box/ Subject Matter Expert new existing employees (JP Morgan Chase). Led facilitate team meetings absence manager (JP Morgan Chase). In 2015 promoted Member Service Representative Trainee Member Service Representative (OPERS). Responds inbound telephone inquiries members, benefit recipients, others regarding OPERS benefits services. Provides benefit information necessary members make informed life-path decisions regarding benefit selection, account changes, etc. Promotes self-service benefit awareness promoting resources Member Benefits System OPERS website, providing assistance navigation sites Fosters strong customer service team-oriented work environment. Takes ownership following ensuring timely quality service. Risk Operations Analyst II 08/2014 － 02/2015 Company Name City State Pinpointed fraud trends specific online money movement communicated information colleagues within department. Researched monetary transactions made Chase.com, ensuring validity transactions security customer accounts. Collaborated across lines business within Chase better serve customers reduce delay online money movement. Risk Operations Analyst 07/2013 － 08/2014 Company Name City State Answer high volume incoming calls internal Chase colleagues account holders require assistance deposit holds, New Account Screening, Fraud Activity, Account Restrictions, AML Closures, Kiting AAU Closures. Detect fraud prevent loss customer Chase, reviewing necessary documents investigate account activity wells history account holder. Adhere regulatory, legal bank requirements. Screen accounts ensure, customer meet comply KYC policy procedure Chase verify risky business is/or initiated, could pose potential risk bank. Provide peer coaching, walk floor SME provide assistance analyst complex customer issues assist new hires production floor. Senior Service Specialist 12/2012 － 06/2013 Company Name City State Enforced relief customers reviewing situation, ensuring consumer satisfaction throughout de-escalation process. Investigate solve customers' long-standing complex problems. Duties included working site leaders investigate complaints suggest improvements. Identify highlight issues impact policies, processes procedures necessary changes/improvements. Maintain accurate timely records correspondence discussions customers various systems. Customer Service Specialist 01/2010 － 11/2012 Company Name City State Remained date developments changes products, services, policies procedures reading job aid guides, attending briefing/meetings completing courses. Participated variety special projects requested management, including piloting system and/or process improvements. Demonstrated appropriate professional phone skills. Exhibited composure patience. Received inbound calls, volume 80-150 daily. Make sure customers understand products services. Duties included keeping clients current date personal, CD, and/or business accounts, credit card, auto/ school/mortgage loans, and/or line credit accounts, professional detailed manner. Process orders customers, debit/credit/liquid cards, checks, check registers, account and/or tax statement. Online trouble shooting, helping customer navigate Chase online Duties included limited password code resets, access accounts online, account alerts via text email. Create claims customers follow claim making sure incorrect charge corrected. Meeting goal every month duties included limited to: maintaining low handle time phone, maintaining great Customer surveys. Having team meetings twice month give ideas better service share experience's learn from. Peer coaching new hired bankers. Intern 06/2008 － 08/2008 Company Name City State Develop prepare packets containing information social service agencies, assistance organizations, programs might useful inmates offenders. Write reports describing offenders' progress. Customer Service Specialist 10/2004 － 02/2010 Company Name City State Monitor checkout stations ensure adequate cash available staffed appropriately. Count money cash drawers beginning shifts ensure amounts correct adequate change. Receive payment cash, check, credit cards, vouchers, automatic debits. Assist customers providing information resolving complaints. Answer customers' questions, provide information procedures policies. Issue receipts, refunds, credits, change due customers. Sell tickets items customers. Process merchandise returns exchanges. Cash checks customers. Education 2008 Associate 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