Customer Service Representative

Nicole H. O’Neal

** ****** * ***** ******

Tallassee, AL 36078

Cell: 256-***-****

***************@*****.***

EDUCATION:

Master of Arts in Management - Bellevue University, Bellevue, Nebraska, January 2010

Bachelor of Arts in Communication and Information Sciences - University of Alabama, Tuscaloosa, AL,

December 2004

EXPERIENCE:

09/08 – 12/09

Member Service Representative, Navy Federal Credit Union, Bellevue, Nebraska

Member Services Representative

• Interviewed and counseled members in person and by telephone about financial matters and credit

union products and services

• Opened and closed out accounts

• Shared check re-orders, stopped payments, and processed special handling; reissued, reinstated,

and cancelled debit cards

• Processed bank wires, Western Unions and ACH originations

• Analyzed and researched problems related to financial accounts

• Initiated investigative or corrective procedures including granting exceptions and waiving fees within

authorized limits

• Crossed sold products and services

• Screened membership applications and determines applicants’ eligibility

• Assisted members with ATM discrepancies and fraudulent account activity claims

• Ensured cash and other negotiable instruments were handled appropriately

• Performed a variety of payment and receiving functions for members including processing deposits,

withdrawals, loan payments and cash advances

• Reconciled daily the initial cash on hand, closing cash balances and total amount of funds received

and disbursed

• Served as Assistant Treasure and signed share withdrawal checks within limits of authority

• Reviewed account information for restrictions and funds availability

• Updated and corrected member records

• Served as Branch Office and ATM Vault custodian

• Assisted members with submitting consumer/overdraft protection and credit card applications;

acquired all information necessary to obtain a decision

• Retrieved and printed approved consumer loan documents and drafts

• Disbursed approved consumer loan documents and drafts

• Advised members of disapproved applications, provided guidance about how to improve their

financial positions and/or informed members of Navy Federal’s Personal Finance Management program

• Adhered to Navy Federal’s policies and procedures and regulations pertaining to the Bank of Secrecy

Act

03/08 – 09/08

Bank of the West, Omaha, Nebraska

DLP Credit Application Specialist

• Inputted information from credit applications into the application processing system in an accurate

manner

• Ensured department Service Level Agreement turnaround times are met

• Reviewed application packets to ensure all required documentation is received and completed

• Reviewed applications for compliance to Regulation B, Fair Credit Reporting Act and Home Mortgage

Act

• Identified and prepared violation documentation reporting non-compliance when applicable

• Prepared Good Faith Estimate Letters to borrowers when required as determined by RESPA

• Supported other areas of Direct Lending operations as needed

• Performed other duties as assigned

09/07 – 01/08

Bank of the West, Omaha, Nebraska

Customer Service Representative

• Processed Customer/ATM/Night drop deposits

• Cashed checks and savings withdrawals

• Processed consumer loan payments

• Processed TT&L payments

• Sold Travelers Cheques, Money Orders and Cashier’s Checks

• Sold and Redeemed Savings Bonds

• Placed Stop Payments, Special Instructions and Deposit Holds

• Completed Wire Transfer Forms

• Followed safe Deposit Entrance Procedures

• Filed signature cards and reports

• Prepared bank work bag for pickup

• Detailed product knowledge

• Utilized IS View, Referral Tracking System (RTS), and E-Vision

12/06 – 08/07

TD AMERITRADE, Bellevue, Nebraska

Account Specialist

• Made outbound calls to clients regarding their brokerage account

• Processed Total Asset Plan applications

• Processed Margin/Options Upgrade applications

• Updated customer profiles

• Other job related duties as assigned

03/06 – 08/06

Cash Loan Company, Huntsville, Alabama

Customer Service Representative

• Processed loan applications

• Assisted customers with loan applications

• Answered customer questions regarding their account

• Made collection calls on accounts 5+ days delinquent

• Made outbound marketing calls

• Prepared daily service reports

• Received/posted cash payments

• Maintained personal cash drawer

• Made daily bank deposits

02/05 – 03/06

Alabama Title Loans, Huntsville, Alabama

Loan Processor

• Processed loan applications

• Assisted customers with loan applications

• Answered customer questions regarding their account

• Performed vehicle evaluations

• Contacted customers regarding delinquent accounts

• Received/posted cash payments

• Prepared daily service reports

• Prepared liens for title loans

• Made daily bank deposits

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