Colette Jordan
FORSYTH
Summary
Dynamic professional with extensive experience at Mutual Savings Credit Union, excelling in customer service and issue resolution. Proven ability to analyze complex data and enhance account management processes. Skilled in MS Office and strategic thinking, consistently driving growth and fostering strong relationships to achieve business objectives.
Overview
11
11
years of professional experience
Work History
Member Services Representative
Mutual Savings Credit Union
01.2022 - Current
- Answering phone calls and written questions, concerns, and complaints regarding membership
- Providing information on membership fees, policies, processes, benefits, products, and services
- Actively listening to members and identifying their needs
- Recommending and cross-selling products and services to members and potential members
- Investigating and resolving or escalating membership and payment issues
- Assessing member eligibility, and processing payments, applications, and requests.
- Documenting all inquiries and maintaining accurate membership records.
- Documentation and Record Keeping: Accurately document customer interactions, transactions, and feedback in the company’s database, ensuring all records are up-to-date and compliant with company policies.
- Cross-Functional Collaboration: Work closely with other departments, such as sales, technical support, and billing, to ensure seamless service delivery and resolution of customer issues.
- Customer Interaction: Engage with customers through various channels, including phone, email, and in-person, to address inquiries, provide information, and resolve issues promptly and professionally.
- Account Management: Assist customers in managing their accounts, including updating personal information, processing transactions, and explaining account features and benefits
- Provided excellent customer service to members and guests by responding promptly to inquiries and resolving any complaints or issues.
- Maintained detailed records of claims, decisions, and financial transactions in compliance with regulatory requirements.
- Reviewed documentation and accounts to gain full picture.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Organized information by using spreadsheets, databases or word processing applications.
Budget Analyst
Georgia Dept. of Corrections
01.2021 - 01.2022
- Advise, council and guide program staff on strategies to address potential fiscal and resource impacts on program and delivery service
- Create, update and discuss detailed financial analysis and summary reports, as well as other ad hoc reports for DOC
- Provide analysis for all assigned programs and provides consultative planning and analysis services to division management and staff so that the division can achieve a uniformly high level of effective programs and efficient organization
- Explain accounting and budgeting systems, procedures and processes to program staff, stakeholders, and other budget staff
- Coordinate and provide technical assistance for projects conducted with to other agency units and agency wide impacts to include development and design of computer analytical models for projection and analysis of fiscal data
- Work with the Budget Manager to ensure position control is managed within appropriate constraints
- Analyze and oversee the preparation and distribution of staffing and other miscellaneous reports prepared and distributed
- Responsible for monthly reporting and analysis to include, program costs, program status reports, and fiscal status report
Assistant Branch Manager
United Bank
01.2014 - 01.2021
- Coach, develop and build a high performing team to execute on business strategies, achieve results, and drive growth of the business; This includes coaching bankers to engage customers to understand their needs and work proactively to build relationships and help customers succeed financially
- Resolve tactical issues regarding the customer and employee experience, risk, and growth of the business to meet Branch Network business objectives
- Identify opportunities for making banking easier for customers through education and demonstration of available digital options to support adoption and customer convenience
- Lead the branch while engaging stakeholders, peers, and internal partners in collaborating and building strong partnerships to deliver a customer-centric experience
- Responsible for selection, evaluation, and development of staff
- Initiate customer contact and job duties which may include the offering/negotiating of terms and/or taking an application for a dwelling secured transaction
Education
M.S - Human Resources Management
Strayer University
Morrow, GA01.2020
B.S - Business Management/IT
Middle Georgia State College
Macon, GA01.2015
Skills
- MS Office
- Professional Development
- Analytics
- Communication
- Creativity
- Strategic thinking
- Payment processing
- Issue resolution
- Record keeping
- Attention to detail
- Data entry proficiency
- Account management
- Customer service
Timeline
Member Services Representative
Mutual Savings Credit Union
01.2022 - Current
Budget Analyst
Georgia Dept. of Corrections
01.2021 - 01.2022
Assistant Branch Manager
United Bank
01.2014 - 01.2021
M.S - Human Resources Management
Strayer University
B.S - Business Management/IT
Middle Georgia State College
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