Member Services Specialist with Credit Union Expertise

Krystal Taylor

***** ********* ** *******, ** ***48 ~ 832-***-**** ~ *****************@*****.***

Objective: Member Services Representative who is an empathetic, critical thinker able to perform under pressure in a timely manner and proficient in adapting to new situations and challenges that arise. I am seeking growth within the Credit Union to continue to advance my career and work ethic.

Skills & Abilities: Organizational & Time Management, Multitasking, Data Entry, Account Maintenance, Problem Solving, Trustworthy, Knowledge of Credit Union products & services, Interpersonal skills

Experience:

Shell FCU: MAC Lead

October 2023-Present

Investigating & resolving escalating members’ request

Promptly responding to questions/inquiries from MAC representatives

Performed rep development sessions.

Performed call audits

Created interactive ways to acknowledge the team for their accomplishments.

Shell FCU: MAC Representative

April 2022-October 2023

Answer phone calls & written questions, concerns, & complaints regarding membership to provide proper solutions & assistance.

Work accurately with numbers and perform basic mathematical calculations

Provide information on membership fees, policies, processes, benefits, and products & services

Investigating & resolving or escalating members’ request

Route calls to correct departments regarding a member’s specific need/want

Handle any/all outbound calls to Members/Potential Members

Assists with all Digital Services

Trained other MAC Representatives for GLIA & Digital Services

Plus 4 Credit Union: Debit Card Fraud Specialist/Accounting

July 2016 – April 2022

Processed ACH returns

Worked fraud report daily

Process debit card disputes

ACH Disputes

Processed Check Disputes

Handled customer calls

Restricted members accounts when necessary

Verification of Deposits

Journal entries

Plus 4 Credit Union: Call Center Representative

August 2014- July 2016

Kept establishment neat, clean, and sanitized throughout shift

Kept items stocked for my shift and prepared for items for the next shift being covered

Provided excellent customer service at all times

Filled out checks and receipts to vendors and for filing needs

Helped train employees as needed

Operated cash register with proficiency

Primeway FCU: Collections Specialist

October 2013 – August 2014

Utilize various skip tracing techniques and collection strategies (often designed by employee) to locate right parties to negotiate payment arrangements on high collectability or value accounts.

Negotiate payment terms and methods when right party is reached. The process often requires reviewing the account information in database, and/or asking probing questions of the consumer in order to better understand potential objections to payment.

Overcome stalls and objections & suggest money sources for debt payment.

Utilize payment options (credit cards, direct checks) and secure this information so that administrative services can process.

Negotiate settlements outside of normal guidelines, authorize credit bureaus deletions, negotiate payment arrangements over a longer span of time than normal, take accounts out of treatment (close accounts) within certain guidelines.

Primeway: Teller Supervisor

October 2011 – October 2013

Cash handling

Customer Service

Replenish ATM & CDM

Responsible for 4 employees

Balanced Safe

References;

Available upon request.

Work Email: *************@********.***

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