Customer Service Manager

Christine Jones, AAP **** Lamy St. NW . Albuquerque, NM 87120 . 505-620-

9071

abkhdq@r.postjobfree.com

Skills

. Proficient with the FedLine Advantage Program

. Skilled with MS Office programs (Word, Excel)

. Skilled with MS Outlook email system (Calendar, Task Manager included)

. Expert on 10-Key Operation

. Type 53 WPM

. Excellent organizational and multi-tasking skills

. Excellent customer service

. Work well on teams and in groups for projects and presentations

. Experience in retail as lead cashier, inventory, exchanges and returns

. Experience with scheduling appointments for doctor's office

Experience

NM Educators Federal Credit Union Albuquerque, NM

Automated Clearing House (ACH )Coordinator December 2001 to Present

. Receive and upload ACH files to and from the Federal Reserve

. Post electronic funds transfers (direct deposits and debit items)

. Process Stop Payment requests and return items

. Approval of ACH files

. Originated files for payroll, loan payments, and debit transactions

. Assist in conducting annual audit

. Wrote processes and procedure manuals

. Served on committees for implementation of new products/services in

the ACH industry

. Researched items and situations for problem resolution

. Main contact for updating forms and procedures due to rule changes

and/or improvement in processes

. Continuous education for rule changes provided by the National

Automated Clearing House

. High call volume for internal and external customer service

NM Educators Federal Credit Union Albuquerque, NM

Card Services Assistant January 1999 to December 2001

. Issuing of Visa debit cards to account holders

. Problem resolution of signature based and PIN based transactions

. Processed dispute claims of signature based transactions

. Provide customer service to debit card recipients

. High call volume customer service

NM Educators Federal Credit Union Albuquerque, NM

Operational Floater May 1998 to January 1999

. Cross-trained in all positions in the department to cover and assist

as needed

. Encoded checks and bundled items to present to the clearing house

. Received and uploaded items from the clearing house to process and

post to accounts

NM Educators Federal Credit Union Albuquerque, NM

Document Specialist June 1996 to May 1998

. Processed and verified loan documents, titles, release of mortgages

and motor vehicle paperwork

. Entered information with the state for vehicle registration and

issued license plates for vehicle loans

. Provided information for dealerships regarding indirect lending

. Ability to perform and cover in other positions in the department as

needed

NM Educators Federal Credit Union Albuquerque, NM

Teller March 29, 1994 to June 1996

. Responsible for balancing and maintaining cash drawer as well as

branch vault

. Provide Customer Service

. Knowledge of products and services offered to account holders

. Verification and balancing of large federal reserve shipments

. Balancing of Automated Teller Machines and machine maintenance

Education

La Cueva High School Albuquerque, NM

High School Diploma 1993

Member of Future Business Leaders of America (FBLA)

Accomplishments

. Certified in December of 2004 as an Accredited ACH Professional (AAP)

from the National Automated Clearing House Association (NACHA)

. Consistently have met project goals and deadlines on time

. Progressed quickly from Counter Clerk at Pizza Hut to Shift Manager

. Trained employees on positions and provided feedback to ensure their

success in their positions

References

Available upon request

Contact this candidate