Member Service Representative Resume Sample

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Estell Raynor
84868 Bradtke Plaza,  Boston, MA
+1 (555) 823 2820

Work Experience


Senior Member Service Representative
12/2017 - PRESENT
Detroit, MI
  • Anticipate and fulfill members’ needs related to the fitness floor
  • Consistently represent one’s self, and the credit union, in a positive and professional manner at branch and outside business development events
  • Processes cash advances, cashiers' checks, money orders, bank to bank wires, Western Union wires, Visa gift card, TravelMoney card, and ticket sales. Disburses cash or check share withdrawals
  • Verifies transactions. Monitors deposit amounts, and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly
  • Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Opens and closes accounts. Orders checks, ATM cards, Visa debit cards, and/or Visa credit cards for members' accounts
  • Answers questions and solves problems for members by listening, collecting data, securing answers, and reporting results to the inquiring party. Resolves member bookkeeping and checking account problems. Takes stop payment orders
  • Receives and directs members and telephone calls. Responds to inquiries (including account verifications) and questions, if possible or directs them as necessary. Records and relays messages
  • Keeps members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, direct deposit options, and other related services
Member Service Representative
08/2010 - 07/2017
Los Angeles, CA
  • Support the achievement of the department’s sales goals by recommending appropriate products and services
  • Knowledgeable in Bank Secrecy Act, OFAC, US Patriot Act, Regulation CC and funds availability, GLB and Member Financial Privacy, NCUSIF, and Truth in Savings
  • Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union’s policies and procedures
  • Ensure that employees, processes, and procedures under your area of supervision comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union’s policies and procedures
  • Possession of strong customer service and sales skills in a banking environment
  • Desired - Exposure to member/customer service preferably in a call center, retail banking or financial institution
  • Desired - Exposure to working in a credit union environment
  • Assist members with submitting consumer/mortgage/equity loan, overdraft protection and credit card applications - Moderately Complex/Varied
UM Credit Union Summer Student Member Service Representative
02/2004 - 02/2010
San Francisco, CA
  • Processes incoming and outgoing data transmissions
  • Knowledge of personal computers and applications such as Excel and Word required
  • Good communication skills, both written and verbal required
  • Operate related computer applications and business equipment including personal computer, adding machine, copy machine, coin and money counting machines, and telephone
  • Intermediate knowledge of Windows PC skills
  • Bi-lingual Spanish speaking- desired
  • Deliver exceptional service, to both internal and external members, in alignment with the credit union’s mission, vision, and values
  • O Providing quality customer service to credit union members

Education


Tulane University
1999 - 2003
School's Degree in Banking

Professional Skills


  • Strong problem solving skills accompanied by effective written and verbal communication skills
  • Excellent telephone/communication skills; prior call-center experience
  • Effective organizational, planning and time management skills Effective research, analytical, and problem solving skills
  • Demonstrated excellent customer service skills including superior accountability and follow through
  • Demonstrates strong written (e.g., documents calls accurately and comprehensively) and verbal skills
  • Strong listening and problem and solving skills
  • Demonstrated PC skills using Microsoft applications

How to write Member Service Representative Resume

Member Service Representative role is responsible for customer, basic, listening, database, retail, windows, multitasking, telephone, credit, training.
To write great resume for member service representative job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Member Service Representative Resume

The section contact information is important in your member service representative resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Member Service Representative Resume

The section work experience is an essential part of your member service representative resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous member service representative responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular member service representative position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Member Service Representative resume experience can include:

  • Effective skill in exercising initiative and using good judgment to make sound decisions
  • Effective skill in building effective relationships through rapport, trust, diplomacy and tact
  • Effective member services skills while balancing the protection of confidential data
  • Helping approach, including listening skills, patience, respect, and empathy
  • Customer-focused behavior in a call center setting; Helping approach, including listening skills, patience, respect, and empathy
  • Manage new and existing member’s accounts effectively

Education on a Member Service Representative Resume

Make sure to make education a priority on your member service representative resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your member service representative experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Member Service Representative Resume

When listing skills on your member service representative resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical member service representative skills:

  • Superior customer service skills and communication skills
  • Employs active listening skills, demonstrates patience and empathy, and is able to handle difficult customers tactfully, courteously and professionally
  • Strong computer/telephone multitasking skills
  • Strong verbal communication and computer skills
  • Typing 45+wpm and MS Office Skills
  • Experience working in a very fast paced environment with strong multi-tasking required

List of Typical Experience For a Member Service Representative Resume

1

Experience For Senior Member Service Representative Resume

  • Complete all Accounts Online account funding's and complete daily activity reporting
  • Stays abreast of the Bank’s check cashing policies and procedures and Federal Laws to verify checks and cash and examine documents for essential elements
  • Opens new accounts and performs maintenance on existing accounts
  • Completes appropriate transaction tickets and takes them to the teller line for processing
  • Assist members in opening individual retirement accounts
  • Complete all monthly reporting for ATM and Mobile Deposit
  • Process address changes and member requests received via Online Banking
2

Experience For UM Credit Union Summer Student Member Service Representative Resume

  • Knowledge in health insurance and claims processing
  • Perform platform banking functions - Complex/Difficult
  • Counsel current and prospective members about Navy Federal's products and services - Under supervision
  • Counsel current and prospective members about Navy Federal's products and services Ensure cash and other negotiable instruments are handled properly
  • Handles monetary transactions for members and enters them in the Bank’s software programs and provides receipts
  • Interviews members to obtain information and matches members’ needs to bank products
3

Experience For BCU Member Service Representative Resume

  • Gathers data, accurately completes written documentation and inputs information into the bank’s computer system
  • Greet and welcome members and visitors to the Credit Union in a courteous, professional and timely manner, providing prompt, accurate and efficient service in the processing of member transactions while maintaining member confidentiality
  • Open new accounts and provide members with all necessary information for membership, as well as, service existing accounts; including but not limited to, account maintenance and product/service maintenance
  • Handle requests from member for transfers of shares to loan payments, share withdrawals, check requests, CD transaction, line of credit advances, and any other requests received from members
  • Process and approve consumer loans in accordance with the credit union's Consumer Loan Policy
  • Promote credit union products and services based on member needs that are obtained from member interviews and/or review of member's account. Actively cross-sell products
  • Maintain up-to-date knowledge on all credit union products and services that are being handled or promoted by Member Service Representatives. Up-to-date and comprehensive knowledge on all related policies and procedures, rules and regulations
4

Experience For Medicare Markets Member Service Representative Resume

  • Provide information on investment alternatives to members wishing to deposit funds with the credit union
  • Provides override to transactions as required
  • Maintain a cash vault and supply cash and coins to the teller line as needed
  • Maintain adequate supplies of all forms used in the opening of various share and loan accounts, as well as informative literature that can be distributed to members
  • Maintain the integrity of all branch security systems
  • Act as a supervisor of the teller line as needed, providing supervisor override to transactions as required. Assist in daily operation of the teller line, providing coverage and/or support as needed
5

Experience For Credit Union Member Service Representative Resume

  • Attend staff meetings as needed to ensure the proper dissemination of information regarding products and services
  • Act as a liaison between the membership and back office personnel, provide preliminary product information and support, and refer appropriate issues to various departments as needed
  • Act as the primary resource supporting member education and engagement efforts by contacting members and their representatives to inform and educate them about their health care benefits
  • Create positive, meaningful customer interactions by fostering partnerships with members throughout their health care experience via inbound and outbound calls
  • Deliver world class service that is personalized in an effort to increase the percentage of very satisfied members and first call resolution as well as support the Medicare 5 STAR Program
  • The Centers for Medicare and Medicaid Services (CMS) ranks Medicare Health Plans on a 5 Star rating scale. Medicare Markets is proud to have earned an overall 4.5 Star Rating, and a 5 Star Customer Service rating for 4 straight years
  • Obtain and maintain a thorough knowledge of plan benefits, services and changes and be able to communicate such knowledge to consumers effectively
6

Experience For Member Service Representative Henderson Resume

  • 1 – 3 years experience Call Center CSR in healthcare field
  • Thorough knowledge of company products, services computer systems, and can perform all teller transactions, reports and reconciliation
  • Processes Lock Box reject transactions which include but are not limited to: pulling reports, processing the rejected transactions and researching and posting discrepancies
  • Process internal department transactions such as: Mortgage payments and payoffs, auto payoffs payments, and G/L check entries
  • Process all phone and credit card payments for the Collections Department
  • Completes all member requests received in the mail. Process all return items
7

Experience For Member Service Representative Rockville Resume

  • Process, approve and review ATM and Mobile Deposit checks
  • Process check orders received via mail
  • Provide telephone support to members and employees
  • Receives and pays out money per member’s request
  • Reviews members’ accounts in order to make appropriate decisions
  • Follows the bank’s security guidelines on daily basis
8

Experience For Member Service Representative, Black Mountain Resume

  • Consistently document and accurately code all inquiries within designated software to reflect the purpose of a consumer's inquiry and all actions taken to address and resolve their issue or need
  • Interact professionally and effectively with members, management and other departments in a way that demonstrates Compassion, Acceptance, Respect and Empathy in a dual role as "member advocate" and "plan representative"
  • Adhere to departmental policies and procedures and to comply with applicable regulations in ways that ensure compliance with all applicable federal and state regulations
  • Demonstrate an organized and accountable approach to daily administrative responsibilities (i.e. filing; returned mail research; "Action Request" form follow-up)
  • Demonstrate effective use of all departmental software and technical systems as assigned
9

Experience For Member Service Representative Cherry Hill Resume

  • Desired - Significant experience in member/customer service preferably in a call center, retail banking or financial institution
  • Participates in appropriate training and development programs, including continuing educational requirements related sales license
  • Desired -Exposure to working in a credit union environment
  • Desired -Exposure to member/customer service preferably in a call center, retail banking or financial institution
  • O Assists in the training and development of new team members
  • Perform platform banking functions - Moderately
  • Assist members with submitting consumer/mortgage/equity loan, overdraft protection and credit card applications - Basic/Routine
10

Experience For Member Service Representative North Temecula Resume

  • Perform platform banking functions - Basic/Routine
  • Assist members with submitting consumer/mortgage/equity loan, overdraft protection and credit card applications - Complex/Difficult
  • Desired - Exposure to member/customer service preferably in
  • Analyze, research and resolve problems and discrepancies related to member accounts/loans - Complex/Difficult
  • Counsel current and prospective members about Navy Federal's products and services - Under minimal supervision

List of Typical Skills For a Member Service Representative Resume

1

Skills For Senior Member Service Representative Resume

  • Good general office practice skills are required
  • Excellent consultative and written communication skills
  • One year of excellent customer service experience, especially in a banking or retail environment
  • Computer skills: basic familiarity with Windows 2010, Word, Excel and Outlook
  • Communicate effectively (verbal and written) with others in a work environment
  • Work effectively in a team environment
2

Skills For UM Credit Union Summer Student Member Service Representative Resume

  • Basic telephone communication skills
  • Five years of prior experience in financial services
  • Superior customer service skills, including the ability to analyze complex inquiries or transactions required
  • Efficiently and effectively processes member calls. This includes
  • Demonstrate accurate cash handling and balancing, ATM balancing and vault teller function
  • Effective in taking ownership of the call and asking probing questions when warranted to maintain appropriate call control
  • Experience in a sales, cross selling or up-selling environment
  • Experience in handling situation and member concerns dealing with Fraud
3

Skills For BCU Member Service Representative Resume

  • Desired – Basic skill in using appropriate cross servicing techniques and member engagement methods
  • Experience in the mortgage lending industry
  • Three or more years of experience working in a retail bank or credit union
  • Desired- Experience in member/customer service preferably in a call center, retail banking or financial institution
  • Desired- Experience in working in a credit union environment
  • Experience working in a metrics driven organization
  • A strong problem solver with an interest in resolving customer issues
  • Desired - Significant experience in member/customer service preferably in a call center, retail banking or financial
  • Experience in positions where adherence to strict confidentiality is required
4

Skills For Medicare Markets Member Service Representative Resume

  • Experience with a PC and software applications packages
  • Customer service experience preferably in a call center or financial institution
  • Experience in high volume call center situations
  • Prioritize and independently follow through on all tasks and projects
  • 6 months experience in customer service role
5

Skills For Credit Union Member Service Representative Resume

  • BA or BS in business, finance, or associated field, or equivalent work experience
  • Incoming Call Center and/or Incoming Contact Center experience in Customer Service
  • Experience cross-selling and processing loans
  • Basic skill in using appropriate cross servicing techniques and member engagement methods
6

Skills For Member Service Representative Henderson Resume

  • One (1) or more years of experience in a high volume call center environment with a track record of meeting and/or exceeding goals
  • Call Center and/or Incoming Contact Center experience in Customer Service
  • Relevant work experience with basic knowledge of human
  • Familiarity with the health insurance industry and claims experience
  • Manage difficult situations with little supervision; Demonstrate leadership and assertiveness
  • Strong potential to be converted permanent after just 6 months
  • Opportunity to get experience with a large, enterprise level and well-known client
  • Desired – Experience in high volume call center situations
7

Skills For Member Service Representative Rockville Resume

  • Manage multiple priorities timely with accuracy
  • Strong proficiency with computers
  • One year of bank teller experience is required, three or more is desired
  • Provide guidance and act as a role model to less experienced tellers
  • Working knowledge of accounting, credit and/or lending principles and techniques
  • Licensing System and Registry; includes fingerprinting and background checks
8

Skills For Member Service Representative, Black Mountain Resume

  • Working knowledge of accounting terms and principals
  • Working knowledge of multiple financial products such as cards, savings/checking accounts, etc
  • Working knowledge of NFCU Contact Center procedures, policies and practices
  • Assisting with club’s daily maintenance
  • Wanting to grow career at Tufts!
9

Skills For Member Service Representative Cherry Hill Resume

  • Background in providing customer support from various industries including retail, banking,food service or any other type of customer service
  • Desired – Working knowledge of accounting, credit and/or lending principles and techniques
  • Familiarity with applicable NCUA and federal regulations governing consumer lending and/or credit cards, savings and checking accounts
  • Maintains the membership eligibility system by entering new members, updating current membership and performing system audits
  • Fast paced office environment handling multiple demands exercising appropriate judgment as necessary
10

Skills For Member Service Representative North Temecula Resume

  • Knowledge of accounting, credit, and lending principles
  • Receive, interpret and accurately respond to member inquiries, both verbally and in writing in ways that reflect a positive, compassionate and affirming manner
  • Responsible for providing instruction and training 4 to 10 employees in their assigned shifts
  • Basic math, grammar, and spelling are required
  • Responds to incoming inquiries via phone, email, physical mail, website and/or social media

List of Typical Responsibilities For a Member Service Representative Resume

1

Responsibilities For Senior Member Service Representative Resume

  • The Centers for Medicare and Medicaid Services (CMS) ranks Medicare Health Plans on a 5 Star rating scale. Medicare Markets is proud to have earned an overall 5 Star Rating, and a 5 Star Customer Service rating for 4 straight years
  • Computer skills required and efficient data entry abilities necessary
  • Organizational skills necessary and the ability to absorb, retain and apply new knowledge accurately and quickly
  • Advising members of Override & Prior Authorization request denials & notifying members of their grievance rights
  • Proficient MS Windows experience
  • 6-12 months of relevant experience
  • Customer service experience
2

Responsibilities For UM Credit Union Summer Student Member Service Representative Resume

  • Two years related experience in customer service, sales required
  • Provides administrative support to Member Service Representative IIs by fulfilling follow up requests, such as preparing and mailing statements
  • Answer phones. Respond to member inquiries regarding account balances, transaction details and methods of obtaining credit union services
  • Receives training in Claims Department processes and assists with claims processing based on business needs
  • Open accounts for new and existing members, as well as service those accounts
  • Partner with the Assistant Branch Manager to maintain operational integrity, including audits
  • Build relationships by better understanding members’ financial health needs
  • Remote option after training and ramp up period (3 months)
  • Provide mortgage information to members regarding products, services, policies and rates
3

Responsibilities For BCU Member Service Representative Resume

  • Desired – Working knowledge of NFCU Contact Center procedures, policies and practices
  • Report trending issues to management
  • Receives and responds to a high volume of incoming telephone calls from members, prospective members, employers, internal Tufts HP staff external vendors
  • Accesses the most appropriate source of information and proficiently resolving the member’s concern
  • Asks probing questions and takes the opportunity to educate members to avoid unnecessary repeat calls
4

Responsibilities For Medicare Markets Member Service Representative Resume

  • Makes necessary outgoing phone calls to resolve member related inquiries
  • Strives for improved efficiency for processing member issues
  • Responsible for incoming telephone calls
  • Function well under pressures of a fast-paced work environment while contributing positively and supportively as a team member
  • Technically savvy with Smart phone operating systems, PCs and email systems
  • Function in a fast-paced environment while maintaining focus and control of workflows
  • Customer-focused behavior in a call center setting
5

Responsibilities For Credit Union Member Service Representative Resume

  • Perform over-the-counter transactions for walk-in members such as account opening, payroll deduction changes, loan applications and account maintenance
  • Compile, analyze and prepare general reports utilizing Excel and Portico
  • Pleasant phone manner, and speaking voice. Ability to communicate well over the phone and willingness to wear a headset for extended periods
  • Multitask using multiple systems and dual monitors simultaneously
  • Provides trouble shooting and solutions to answer member’s on-line account questions
  • Assists members with issuance of new cards, status of claims, claim eligibility, and providing information to participants
  • Keeps abreast of changing company products, processes and policies to ensure best possible service to members
  • Meets Department standards regarding productivity, efficiency, and quality measures
  • Stable Work history- Not a job jumper and has had stability finishing projects
6

Responsibilities For Member Service Representative Henderson Resume

  • 29 Hours per week with Full Benefits including Medical/Dental/PTO/Holidays and 401K
  • 29 hours per week, including Medical/Dental/PTO/Holidays and 401K
  • Operation of Data Processing equipment and terminals
  • Dentify opportunities to cross service products and increase product penetration
  • Qualifications – All required unless otherwise noted
  • Offer best in class customer service to our members
7

Responsibilities For Member Service Representative Rockville Resume

  • Handle complex accounts and transactions
  • Lead by example and train new team members
  • Converse with members in order to assess their known and unknown needs and identify the appropriate products, solutions and services
  • Initiate, process, and fund consumer loans such as credit cards, personal loans, etc
  • Exercise informed judgement as appropriate to accommodate members
  • Advocate member adoption of new technology, campaigns, promotions and digital products
8

Responsibilities For Member Service Representative, Black Mountain Resume

  • Recognize and seize opportunities to discuss helpful products and services to members
  • Meet and exceed daily weekly and monthly performance goals
  • Computer proficient - familiar with Microsoft Office Programs, internet and basic office equipment
  • Teamwork abilities, ability to multitask and the ability to be proactive
  • Respond to and/or direct inbound calls in accordance with established program policies, procedures, and standards
9

Responsibilities For Member Service Representative Cherry Hill Resume

  • Provide callers with comprehensive assistance regarding a broad array of subject matter including but not limited to: application assistance; eligibility determinations; explanation of benefits; and benefit coordination issues
  • As directed, perform outbound calls in accordance with established program policies, procedures, and standards
  • Utilize call escalation procedures as appropriate
  • Document all calls in accordance with established program policies, procedures, and standards
  • Actively participate in quality control / quality improvement initiatives
  • Contribute to new business development initiatives as requested
  • Analyze, research and resolve problems and discrepancies related to member accounts/loans – Moderately Complex/Varied
  • Review and evaluate mortgage loan applications to ensure viability (member’s debt to income ratio and compensating factors) and compliance with Federal and Navy Federal guidelines, etc
10

Responsibilities For Member Service Representative North Temecula Resume

  • Counsel current prospective members about Navy Federal’s products and services
  • Initiate fee adjustments and/or other monetary incentives for members within scope of authority (need resp approval)
  • Knowledgeable with the club facility, services, and schedules
  • Identify account holder and verify account information
  • Application status, procedures for completion
  • Application initiation and completion
  • Adherence to all scripts, regulatory guidelines and procedures
  • A professional, helpful and friendly attitude coupled with the ability to listen, teach and elicit information efficiently

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