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Member Service Representative Resume Samples
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0-5 years of experience
Consistently met and exceeded sales quotas for new product promotions
- 100% fulfillment of required revenue goals
- Suggested new products to customers that increased monthly revenue earnings.
- Greeted each customer upon entry and provided assistance regularly.
- Maintained a strong knowledge base of new products and sales promotions.
6-10 years of experience
Greeted members entering the branch to ascertain what each member wanted or needed.
- Recommended products and services to members and accurately explained details of services offered.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Maintained cleanliness and presentation of member service area and marketing information.
- Assisted members with account problems.
- Dedicated to continuously improving service abilities and product knowledge.
10+ years of experience
Coordinated domestic travel arrangements, including hotel and transportation, and planned routes for member’s destinations.
- Answered and quickly redirected up to 80 calls per day while accurately taking messages.
- Greeted members, vendors and VIP’S and directed them to correct
- Ordered and distributed office supplies while adhering to office
- Routed deliveries and courier service, processed new memberships and assisted with event planning.
- Processed all cash and checks for office deposit daily and delivered to bank.
0-5 years of experience
Responsible for processing and closing consumer loans, cross-selling different products for the member’s specific needs, opening new accounts, developing a loyal member relationship with the credit union
- Worked as a member service representative before being promoted to Lending Specialist in July 2013
- Participated in many volunteer events within the company
- Created and organized activities involving co-workers to promote an enjoyable work environment
0-5 years of experience
Answered an average of 100calls per day by addressing customer inquiries, solving problems and providing new product information.
- Provided an elevated customer experience to generate a loyal clientele.
- Addressed an average of 80customer inquiries and complaints each week.
- Followed up with customers on unresolved issues.
- Reported policy changes and company conditions affecting customer satisfaction.
0-5 years of experience
Provided great member service that reflected on repeat and referral members.
- Successfully acquired and developed new member relations.
- Counseled members on checking, savings, loan, and retirement products.
- Analyzed and presented branch sales reports to team members.
- Presented Navy Federal products and services at military events with great results.
0-5 years of experience
Responded accurately and timely to telephone, written, and walk-in inquiries from customers.
- Completed research to initiate and coordinate activities
- Assisted with training of new employees and cross training of co-workers.
- Maintained all departmental productivity, quality, and timeliness standards.
0-5 years of experience
Provided and responded professionally to request from club members and guest in a fast paced environment.
- Maintained and filed accurate documentations on member accounts.
- Diffused irate and successfully retained customers by offering options, solutions and health benefits.
- Promoted and recommended products of service.
0-5 years of experience
Provided customer service assistance to all pool members
- Developed rating for bids and renewals for property, auto, liability and workers’ compensation
- Issued coverage documents for renewals and new business
- Maintained updated records on all member coverage
- Trained new Member Service Representatives
0-5 years of experience
Oversaw member service and lending responsibilities resulting in value-added services that meet and exceed customer expectations
- Reviewed loan applications for approval within specified limits to maximize profitability
- Contributed to monthly member services focus group for review of current procedures to make specific recommendations for improvement as needed
- Processed large amounts of data for cross service opportunities to maximize consumer loan growth for the organization
- Developed reports to communicate proper loan solutions and meet customer needs
- Managed Visa Card Wizard and production oversight to ensure proper inventory for daily operations
0-5 years of experience
Established new Saving’s, Checking, Money Market, CD’s, IRA’s, and Trust accounts for existing and new members
- Processed new applications for personal, auto, and home equity loans and lines of credit
- Maintained clients accounts per their request
- Answered members inquiries via telephone, email, or in person regarding their accounts
- Made sure that all documentation was completed accurately by the member, before sending it off to our back office
0-5 years of experience
Lead and coach customer service member staff along with assisting leadership team with daily and monthly project reports.
- Open accounts, book loans, handle sensitive material, and maintain member accounts
- Created schedules, approved timesheets, managed employee portfolios and conducted employee reviews
- Executes financial transactions in accordance with company policies and procedures.
- Communicate clearly, concisely and accurately in order to ensure effective store operations.
- Demonstrate teamwork by assisting other branch colleagues when needed as well as actively participating and contributing during Branch Team meetings
- Demonstrate a calm demeanor during periods of high volume while delivering legendary customer service.
0-5 years of experience
Assist with payroll preparation and entered data into cumulative payroll document.
- Maintained confidentiality of bank records and client information.
- Opened and assigned new client accounts.
- Verified details of transactions, including funds received and total account balances.
- Coded the general ledger and processed vendor invoice payments.
- Balanced batch summary reports for verification and approval.
6-10 years of experience
Review, manage, and inform existing customers of their options under their chosen plans (making sure the chosen policy still meets the purpose of purchase). Handle customer inquiries and explain thoroughly, step by step, the benefit plans that are available. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in billing, field services and, new business groups.
Key Accomplishments:
- Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
- Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
- Helped company attain the highest customer service ratings (as determined by external auditors) — earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Ensure any changes made to a customer’s existing policy will protect them in the event of a catastrophic event, based on their current and future financial situation.
- Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
- Referral Agent
- Member Service Claims Specialist
- Customer Service Representative
10+ years of experience
Ensured proper procedures are followed handling membership enrollment and program registrations
- Implemented procedures that ensure outstanding member service
- Worked in cooperation with support staff, providing them with up to date information about computer processing, membership and programming concerns.
- Processed memberships and program registrations in computer system.
- Provided prompt, courteous member service to all members and prospective members
- Answered all phone inquiries regarding membership and YMCA programs
0-5 years of experience
Responsibly served the needs of every member I came in contact with, accurately and efficiently.
- Provided specific information on everything from basic deposit products and services and loans to investment
- Performed all traditional teller functions, as needed.
- Assisted in all vault and ATM balancing duties, as needed.
- Committed to providing excellent service to all members (customers) and fulfilled this commitment daily.
0-5 years of experience
Maintain, balance, and account for a cash drawer of up to $10000, investigating and reconciling any differences.
- Verify the legitimacy of monetary instruments.
- Complete members’ transactions accurately and in a timely manner.
- Process night mail, and ATM deposits
- Maintain current knowledge of credit union sales, policies, and procedures
- Address members’ questions and concerns while maintaining a high level of professionalism
Member Service Representative Duties and Responsibilities
To accomplish their primary goal of providing support and assistance to members of an organization, Member Service Representatives perform many tasks. We analyzed several job listings to identify these core Member Service Representative duties and responsibilities.
Interact with Customers Member Service Representatives take calls or greet members in-person to respond to their needs and concern. They deliver high-quality customer service, listening to members’ requests and working to find the appropriate solution. They transfer members to the appropriate office, or assist them themselves.
Investigate and Resolve Complaints and Concerns When faced with member complaints, Member Service Representatives work to provide a solution. They interact with internal resources to identify the issue, respond to concerns and follow up with a satisfactory resolution in a timely and affective manner.
Provide Information Member Service Representatives are responsible for providing ongoing education and information to members in regards to the organization’s benefits, policies and procedures. They must be aware of all of the organization’s services and processes to provide accurate information.
Process Transactions Member Service Representatives process and audit transactions, including deposits, withdrawals, purchases, transfers and payments. They may be in charge of maintaining and balancing a cash drawer, and must adhere to established cash handling and balancing procedures.
Cross-sell Products While assisting clients, Member Service Representatives must make an effort to recommend and cross-sell products and services to meet member needs. They must have thorough knowledge of products and services available, as well as competitor products and services.
Member Service Representative Skills
Patient and friendly, a successful Member Service Representative has excellent people skills and enjoys solving problems. They are able to remain positive composed, and work well under pressure. In addition to these general skills and personality traits, employers are seeking Member Service Representative candidates with the following skills. Core skills: Based on job listings we looked at, employers want Member Service Representatives with these core skills. If you want to work as a Member Service Representative, focus on the following.
- Excellent verbal and written communication skills
- Strong interpersonal skills
- Active listening skills to accurately respond to inquiries and requests
- Ability to compute basic arithmetic and work with numbers
- Basic personal computer skills
- Must be detail oriented and well organized
- Ability to work a flexible schedule
Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Add these to your Member Services Representative toolbox and broaden your career options.
- Previous sales experience
- Familiarity with savings and checking products, accounts and services
- Spanish bilingual skill
Member Service Representative Resources
We searched the Web to find the best industry resources to help you continue exploring a career as a Member Services Representative. From thought leaders to industry groups, this list is packed with opportunities to learn, connect and engage. On the Web
Help Scout – An excellently designed website, go to Help Scout to find solutions to many customer service problems and business insights.
WINTHECUSTOMER! – Flavio Martins, a long time professional, writes and curates this informative and quality blog on the ins and outs of customer service.
Shep Hyken – A prominent figure in the world of customer service, Shep Hyken’s blog focuses on strategies to create excellent customer experiences. Industry Groups
National Customer Service Association (NCSA) – NCSA provides support and resources to all customer service representatives, including Member Service Representatives. International Customer Service Association (ICSA) -ICSA offers free weekly webinars to gain valuable skills, and links to many other online training resources.
Customer Service Professionals Network (CSPN) – CSPN is a good source for training, workshops, and networking opportunities with other in the customer service profession. Member Service Representative Books
Customer Service Training 101: Quick and Easy Techniques That Get Great Results – A helpful introduction to the essential skills a Member Service Representative will want to have up their sleeve.
The Customer Rules: The 39 Essential Rules for Delivering Sensational Service – A deep-dive into the best ways to provide sincere and constructive customer service.
Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results – A handy book to have on hand to know just what to say in any Member Service situation.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
