Customer Service Manager

Jessica Surber

Hagerstown, MD 240-***-**** ***********@*****.***

Highly skilled financial professional with a dynamic skillet and motivated work ethic capable of achieving exceptional results in analyst roles. Proven record of success in banking operations specializing in processing and reviewing data, reporting key findings, and optimizing the customer experience. Growth focused with a commitment to driving revenue and profitability.

Areas of Expertise

Customer Service & Satisfaction

Business Processes, Compliance

Team Collaboration

Reporting & Analysis

Project Support, Problem Solving

Sales Strategy & Growth

Microsoft Office Suite

Data Entry, Databases, Tracking

Diverse Products & Services

EDUCATION

Business Management Frederick Community College January 2014 - Present

Coursework: Business Law, Marketing Principals, Strategy & Reporting, Business Analytics, Financial Management, Organizational Behavior

EXPERIENCE HIGHLIGHTS

PATRIOT FEDERAL CREDIT UNION Hagerstown MD, 12/2017 – Present

Membership Officer

Open memberships, deposit accounts and loan accounts; perform account maintenance as requested by members.

Perform consumer and home equity loan interviews; recommend appropriate loan products; conduct loan closings.

Refer mortgage products, Patriot Financial Services products, and products and services of affiliate vendors.

Assist members with IRA transactions, contributions, and withdrawals.

Sign checks and loan disbursements per assigned limit and authority.

Provide members with comprehensive financial solutions through a consultative approach.

Maintain regular and predictable attendance as assigned for the purposes of serving the needs of members directly or indirectly, teamwork, and supporting team members.

Manage when Branch Manager is out of the office

Senior Service Representative (Previous Position Held)

Execute full-accountability for customer service, banking functions, and vault and teller transactions, such as cashing checks, processing deposits, researching and resolving inquiries, and opening new accounts. Deliver world-class service while applying expertise in economics to meet business demands. Manage and coach a teller line of up to 3 professionals to ensure growth.

Key Accomplishments:

Achieve distinction for cross-selling financial products and services that boost sales and outperform monthly goals.

Accomplish success generating client referrals and solving problems to ultimately exceed customer expectations.

NYMEO FEDERAL CREDIT UNION Frederick, MD, 08/2016 – 12/2017

Financial Concierge II

Conducted all aspects of financial processes serving customers in a fast-paced, high-volume retail environment. Processed transactions with close attention to detail to guarantee safety and security of customer information and large sums of cash. Improved productivity and supported colleagues and customers with questions and concerns. Assisted managers with manager needs & concerns

Key Accomplishments:

Increased customer loyalty and satisfaction by providing world-class service while recommending product options.

Recognized by management for excellent communication and problem resolution skills in financial operations.

Additional customer service experience as a Server at various restaurants (2012 – 2016)

Volunteer Work

TEARS Foundation: January 2020 - Present

Nonprofit organization dedicated to helping beavered families financially and emotionally when they have lost their children. I volunteer and an ambassador for the MD committee, and I am also certified to host support group meetings.

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