CARMELITA A. MCBRIDE

• Receive and process financial transactions including deposits, withdrawals, check cashing, loan and credit card payments.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Personally maintain a balance record in accordance with the teller balance standards.
• Cross-sell Credit Union products and services.
• Enter wire information per member wire request.
• Attend applicable training classes and completed computer-base training for this position.

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• Assist visitors entering City Hall. Process customer inquires and suggestions courteously and professionally.
• Process customer payments, post to accounts, issue receipts for daily mail.
• Handle approximately 100 + in-person and online applications for customers who need business or residential city services.
• Process permit and tax certificate applications, file related documents, and send annual renewal reminders..
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Settle product or service complaints by identifying root cause of customer issues.

• Assist staff with documentation and identification requirements.
• Assist branch staff, loan officers, and member services with online application navigation and approval.
• Process daily audit for online applications for new account request.
• Monitor and verified suspicious activity for online applications.
• Verify members information from online applications to eliminate the opening of fraudulent accounts.
• Achieve personal goals for new account acquisition and development while completing assigned cross-functional tasks.
• Process fax request for Verification of Deposits.

• Supply training for new employees regarding company policies and the expectations of the Communications Service center.
• Scheduled daily service center employees and monitored performances.
• Answered over 100+ incoming calls daily.
• Set performance objectives, offer guidance, and provide feedback to help staff achieve their goals.
• Used industry expertise, member service skills and analytical nature to resolve member concerns and promote loyalty.
• Cultivated positive rapport with fellow employees to boost company moral and promote employee retention.
• Maintained a professional demeanor by staying calm when addressing unhappy or angry members.

• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Helped large volume of members every day with positive attitude and focus on member satisfaction.
• Answered over 100+ calls per day with minimum hold time.
• Maintained member satisfaction with forward-thinking strategies focused on addressing member's needs and resolving concerns.
• Developed highly empathetic member relationships and earned reputation for exceeding service standard goals.