Customer Service Representative

BRITTANY METZGER

*** ****** ******, ********, ** 11741

H: 631-***-**** / M: 631-***-****/ E: *********@*****.***

LinkedIn: https://www.linkedin.com/pub/brittany-metzger/83/118/71a

PROFESSIONAL SUMMARY:

A self motivated professional with an excellent track record in high volume bank teller positions. A strong commitment to superior member service coupled with first-rate communication skills builds significant customer loyalty. An organized and fast leader with solid computer skills and a sound knowledge of cash management principles. Proven track record of successfully cross-selling bank products and services. Recognized as a hard working and adaptable team member who contributes to a positive work environment.

In-depth knowledge of financial banking, accounting, lending products, and loss prevention methods

Extensive knowledge of retail service, payment transactions and cash handling

Comprehensive knowledge of operating mini vault, coin vault, coin machine, and ATM

Possess excellent customer service, communication and organizational skills

High-level working knowledge of computer applications and accounting software

Detail oriented, accuracy with excellent problem solving skills

PROFESSIONAL EXPERIENCE

Island Federal Credit Union, Holbrook, NY 11/2012 – Present

Head Teller

• Supervised, developed, and cross-trained current/new teller staff to ensure compliance to policies/procedures and understanding of systems/processes. Provided coaching on cross-selling strategies and exception customer service.

• Responsible for the secure maintenance of all control items within the branch, including but not limited to Cash, Travelers Check Stock, and Gift Card Stock. Audited teller drawers and daily work logs. Loaded ATM’s, order maintenance for currency levels. Escalation point for teller errors.

• Ensured that member service is at its highest levels at all times specific to teller line staffing.

• Utilized management decision making skills on a daily basis to authorize system and policy overrides.

• Responsible for the scheduling of teller staff on a daily basis, ensuring appropriate coverage during peak times.

• Involved in the coaching and mentoring of staff utilizing mystery shops and scorecard results as material. Responsible for teller performance evaluations, performance issues, new hires and transfers.

• Point of contact for IT department including new system setups, new software, and upgrades.

Kmart, Sayville, NY 10/2012 – 03/2013

Front End Supervisor

• Manage a team of 40+ front-end cashiers, ensuring all employees are on time and ready to work, approaching customers and offering them our products and services, and audited all cash drawers..

• Promoted use of Store credit card, Smart Plans, and add-on sales. Ensured front-end staff was trained on knowledge of store, services and locations of merchandise.

• Maintained knowledge of financial goals regarding sales, margin and shrink and implemented steps to improve the front end in these areas.

• Engaged in friendly conversation with customers to build customer relationships, greeted all customers, handled customers inquires and concerns, and monitored traffic to call for back up if needed.

• Participated in the interview process. Developed/managed performance of individuals and team, measured by appropriate performance reports/scorecard, retention, internal promotions, training completion, and associate survey results.

TD Bank, Farmingville, NY 11/2008 – 02/2012

Teller/Customer Service Representative

• Performed full cycle teller functions to support the branch; product offerings such as Checkings/Savings/ Loans/CD’s..

• Ensure duties for members' accounts including: balancing cash drawer, making conversations, keeping posting and proof errors to a minimum, and working within the guidelines, procedures, and processes.

• Provided members with superior service in all interactions, and looked for opportunities to improve their financial well being.

• Constructively resolved member service issues and problems (accounts, statements & online transactions)with professionalism, compassion and respect.

• Maintained knowledge in and adhered to compliance standards for the branch. Adhered to security procedures and fraud controls to protect members, staff, and assets.

Teachers Federal Credit Union, Farmingville, NY 2005 –2008

Suffolk Federal Credit Union, Middle Island, NY

Teller (Part-time - attending school Full-time)

• Processed financial transactions - deposits, withdrawals, loan payments, issuing bank checks, issuing debit cards, ordering checks, and processing and servicing ATMs.

• Provided accurate, courteous, timely and informative service, ensured that members receive extraordinary customer/member service.

• Identified members needs in order to cross sell products.

• Responsible for the security of assigned cash - maintained and balanced within established guidelines.

• Knowledgeable/educated on fraud loss and check cashing guidelines as well as security and transaction documentation requirements.

EDUCATION/PROFESSIONAL DEVELOPMENT

Farmingdale State College, Farmingdale, NY Fall 2015

• Bachelors of Science

o Criminal Justice – Law Enforcement Technology (GPA 3.6)

Suffolk Community College, Selden, NY Fall 2013

• Associates of Applied Science

o Criminal Justice & Police Science (GPA 3.6)

BOCES, Bellport, NY Fall 2005

o Certificate in Cosmetology (Master of Ceremony)

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