Member Services Representative Resume Sample
Jeanne Mraz
3710 Feest Landing,
New York,
NY
+1 (555) 835 9007
Work Experience
Senior Member Services Representative
12/2016
-
PRESENT
Chicago, IL
- Respond to members’ requests and inquiries of services offered in a professional and confidential manner. Maintain a comprehensive knowledge of all credit union products and services in order to promote the credit union to new and existing members
- Maintains the credit union’s check register, clearing daily checks, and performing monthly balancing of the check system as well as scanning credit union checks for deposit daily
- Independently manage and complete assigned workload within established deadlines in a high pressure, team environment utilizing initiative, discretion, and independent judgment
- Excellent interpersonal skills with the ability to develop and maintain effective working relationships with all levels of personnel within Brown-Forman and with external contacts
- Demonstrated ability to maintain a high level of confidentiality in dealing with sensitive financial information
- Previous customer service experience with an outgoing, highly energetic personality
- Perform routine member transactions via telephone or in person, including but not limited to deposits, withdrawals, cash advances, loan payments, loan advances, transfers, check cashing, cashier’s checks, traveler’s checks, and money orders
Member Services Representative
02/2011
-
11/2016
Dallas, TX
- Set up and order ATM and Debit cards
- Open and close member accounts, including savings, optional accounts, and share draft accounts and perform necessary file maintenance of computer system
- Balance cash drawer and teller totals daily to end of day reports daily
- Answer questions and resolve member problems by listening, collecting data, securing answers, and reporting results to the inquiring party. Assist members with bookkeeping and checking account problems
- Converse with Members and guests. Be outgoing and friendly, and act as an extension of the Member Relations, Membership, and Private Event departments in obtaining prospective Member referrals. Always have appropriate information in the event there is a walk-in for Membership or Private Events and follow procedures as specified by appropriate department head
- Prepare reservation sheets for appropriate meal period. Verify all Member numbers and names as well as Associate Club Members and names, pull Red Star information on all Members with reservations and complete the Member Preference sheet with current reservations. Prepare buffet menu and buffet cards daily and print dessert and a la carte menus weekly after approval from the chef
- Be knowledgeable of the following
- To provide warm welcomes, magic moments and fond farewells to all Members/Guests who enter and leave the Club by being presentable to greet with a friendly smile, attitude and an invitation to return
Member Services Representative Branch Operations
01/2004
-
09/2010
Chicago, IL
- To provide warm welcomes, magic moments and fond farewells to all Members, Guests and others over the telephone through compliance with the club's phone etiquette standards
- Direct Members and Guests to their destinations within the Club, provide business and concierge services to our Members and answer phones
- Inform Members and Guests of Club services, features, upcoming events, room locations and amenities both in person and over the phone
- To assist Members in providing information for and scheduling appointments and reservations for Club programs and services in accordance with Club standards
- Accommodate Member and Guest requests for business services, including but not limited to faxing, copying, mailing and other concierge services
- Responsible for seeing that daily assignments is completed in their respective areas, to meet Club standards and as communicated in the Star Service FOCUS expectations (i.e. orderly/organized work areas, straighten/arrange entry area, marketing materials are current, etc.)
- Assist Member Relations initiatives such as, but not limited to, Club Calendar, Message on hold and the website calendar, social media platforms and various other projects including event announcements, outbound calls and Club Texts to Members other marketing collateral to promote Member Services at the Club
- Act as an extension of the Member Relations, Membership and Private Events Departments in obtaining prospective Member referrals. Always obtain the name and contact information of the person requesting information so the appropriate department can follow up
- Build lasting and strong relationships with vendors and communicate the Club’s service standards
Education
University of Phoenix - Wichita Campus
1999 - 2003
School's Degree in Business
Professional Skills
- Strong data entry skills, attention to detail, and organizational skills are required
- Exceptional communication skills, good grammar, problem-solving and organizational skills required
- Demonstrate strong interpersonal skills and interact professionally with all employees and members
- Strong interpersonal skills and an ability to provide excellent customer service in order to promote a positive company image
- Critical thinking, proactive attitude, strong communication skills displaying empathy
- Problem solving and decision making skills to provide excellent member service
- Strong computer skills, including MSWord and Excel
How to write Member Services Representative Resume
Member Services Representative role is responsible for computer, basic, interpersonal, organizational, advanced, customer, telephone, word, excel, shipping.
To write great resume for member services representative job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Member Services Representative Resume
The section contact information is important in your member services 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
- Telephone number
Work Experience in Your Member Services Representative Resume
The section work experience is an essential part of your member services 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 services 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 services representative position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Member Services Representative resume experience can include:
- Possess strong organization skills
- Experience in computer skills and data-entry
- Demonstrate above average interpersonal and communications skills & professional demeanor
- Skilled in above average interpersonal and communication skills and professional telephone manners
- Moderate PC skills including spreadsheet and word processing applications
- Basic computer skills, including electronic mail, routine database activity, word processing, spreadsheet, graphics,
Education on a Member Services Representative Resume
Make sure to make education a priority on your member services 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 services 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 Services Representative Resume
When listing skills on your member services 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 services representative skills:
- Demonstrates solid technical skills and possesses thorough knowledge of SCO claims processes, enrollment policies, RX systems, clinical care model and benefits
- Good computer keying skills
- Strong data entry skills (6,000 kph)
- Strong organizational and multi-tasking skills and capacity for attention to detail
- Exercise excellent member service skills and professional telephone manner
- Exercise excellent member service skills and interact professionally with all employees and members
List of Typical Experience For a Member Services Representative Resume
1
Experience For Senior Member Services Representative Resume
- Skills/ abilities to identify the root cause of a customer’s inquiry and find an adequate resolution
- Accesses efficiently all resource materials needed to effectively and accurately interpret, respond, and resolve customer inquiries and concerns
- Effectively communicate with internal and external customers in verbal and written format
- Previous experience in healthcare or insurance environment required; 4-6 years’ experience required
- Skilled in data entry with the ability to operate standard office machines
2
Experience For Member Services Representative Mortgage Processing Resume
- One (1) year of related experience (i.e. office experience, insurance services, customer service, etc.)
- Ability to effectively communicate with all levels both verbally and written with all levels within the organization
- Proven office support/administrative experience
- Computer skills- Advanced
- Experience navigating through multiple systems while talking and typing
- Answer member and staff questions pertaining to problem resolution of products, services and offer most effective solution in a timely manner
- Two years’ experience in customer service
- One year PC experience; Microsoft Office
- 10 key and computer experience required
3
Experience For Member Services Representative Branch Operations Resume
- One year experience as a Receptionist, PBX Operator, Administrative, Concierge or Customer Service Agent
- Opportunity to gain office experience
- Previous experience in a service-culture environment
- Continuously demonstrate sense of urgency
- Two (2) years experience in healthcare field customer service position
- 6 months or more experience in a Call Center environment
4
Experience For Provider / Member Services Representative Resume
- Credit Union or financial institution experience
- Customer service experience
- Experience in Retail and/or Financial Industry
- Balancing, emptying, filling, and daily maintenance of Coin Machine
- Putting together packets and training materials
- Implementing and enforcing internal control and security measures in accordance with Credit Union policies and government regulations
- Providing exceptional customer services
- Responsible for processing incoming mail transactions and outgoing mail
- Provides data and other information as requested by interdepartmental teams including Disability, Legal, Compliance, Reporting, etc
5
Experience For Teller / Member Services Representative Resume
- Provides related office support functions including filing, telephone coverage, data entry, and mail distribution upon request by senior management
- Open share accounts for new members, assigning account codes and processing necessary forms
- Explains pension plan provisions and procedures concerning all Plans to members, local boards and employers
- Assist members in completing on-line enrollment into Member’s Only site
- Provide routine retirement counseling to members, local boards, and employers
- Prepares and ensures the mailing of forms and documents as requested by members via telephone or electronic mail inquiries
6
Experience For Member Services Representative Resume
- Sets-up new loans in the FICS servicing system
- Handles property tax/insurance policy issues and provides service to members' questions regarding their property tax or insurance policy
- Tracks and logs legal documents related to mortgage processing
- Ensures the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance
- Helpful, pleasant, happy demeanor during conversations with Members
7
Experience For Senior Member Services Representative Resume
- Adaptability to an ever-changing work environment as services, benefits, and programs are added and modified
- Obtains information from members for the timely and accurate processing of international and domestic funds transfer requests
- Respond to member needs by phone or in writing or forward/refer as appropriate, in a timely manner
- Process and support selected products as required including FreedomPay and remote branch capture
- Maintain marketing materials and other supplies at workstation to provide information to members or potential members’ upon request
- Reviews daily/monthly reports for accuracy of posted transactions to insure correct end of year reporting
- Balances Federal Withholding and Dividends posted to all accounts
- Balances and updates spreadsheets for IRS withholding
8
Experience For Member Services Representative Mortgage Processing Resume
- Reviews tax reports for accuracy of information being reported to members and IRS
- Meets tax reporting deadlines for members and the IRS throughout the year
- Conducts testing of all products and commands for system upgrades
- Handles extensive file review requests. Assists in preparation of complaint trend reports. Assists in compiling claim data for customer audits
- Handles incoming requests for appeals and pre-authorizations not handled by Clinical Claim Management
- Assists team members by sharing responsibilities for daily tasks
- Ensures safe and sound banking practices and transactions
- Assist member with policy billing questions
9
Experience For Member Services Representative Branch Operations Resume
- Answer member questions, pertaining to their account and research and resolve member issues in a timely manner
- A desire to learn and be part of a growing team
- Establishes initial member assessment in Canopy clinical software system, populating new member record with data gathered from multiple sources
- Computer literate, enthusiastic, motivated & committed to providing 5-star customer service to members and the field alike
- Highly perform in a fast paced, changing environment
- Responsible for assisting members on all inbound and outbound calls in a professional and courteous manner
- Responsible for checking the Membership Voicemail Box Daily in a professional and courteous manner
- Keep inventory of supply levels; responsible for placing orders when directed by Controller
- Balances and updates spreadsheets for IRS Federal Withholding
10
Experience For Provider / Member Services Representative Resume
- Answer phones, providing customer service to members
- Process various monetary transactions and maintaining account information
- Receives cash and checks from members and is responsible for funds being deposited correctly and accurately to member accounts
- Communicate information clearly and concisely- both verbally and in writing on complex issues
- Two week training program
- Previous knowledge of FNMA, NCUA and AAFCU Mortgage Lending Guidelines
- Have knowledge of and implement incident and service recovery procedures for both Member/Guests and Employee Partners
List of Typical Skills For a Member Services Representative Resume
1
Skills For Senior Member Services Representative Resume
- Maintain a professional and courteous demeanor, utilizing excellent customer service and communication skills
- Effectively work with people of varying backgrounds and levels and securing inter- and intra-departmental and external cooperation
- Have the ability to communicate effectively, both verbally and in writing
- Basic PC skills, including MS Windows, MS Word, and MS Excel
- Communicate effectively with members, associates, co-workers both verbally and in writing
2
Skills For Member Services Representative Mortgage Processing Resume
- Answer incoming calls from members and providers and establishing/maintaining a good rapport
- Credit Union/Banking in a Call Center setting experience required
- Previous Residential Mortgage Closing and Funding experience
- 2+ years of experience working as a Customer Service Representative in a call center
- Experience working in a call center
3
Skills For Member Services Representative Branch Operations Resume
- Experience with Episys system and knowledge of IRA/SC processing
- Strong typing and computer abilities
- Experience working with members of a society
- Experience and comfort working with IT tools
- Previous lending experience in a credit union, bank or finance company
4
Skills For Provider / Member Services Representative Resume
- Professional banking or credit union experience
- Previous banking or Credit Union experience
- Credit Union, or Banking experience required
- Previous experience handling mortgages
- Word and Excel proficient and solid working knowledge of MotionSoft (MOSO)
- Able to demonstrate working knowledge of products & specific benefits, and ability to respond to customer inquiries
- Credit Union Experience Required
- Proven success in a customer service position
- Experience in customer service and health insurance
5
Skills For Teller / Member Services Representative Resume
- Establish and maintain effective working relationships with those contacted in the course of position’s area of responsibility
- Answering, screening, and forwarding incoming phone calls
- Composing, editing and proofreading a variety of correspondence, reports and forms
- Understanding and communicating policy
- Speaking to members about healthcare benefits and different healthcare plans, primarily processing California Sick Leave claims
- Speaking to individual consumers and helping with escalated cases
- Maintaining and managing Member/Provider Services data to identify trends in issues
- Fostering a culture that promotes teamwork, service excellence and relationship building within the covered branches and overall organization
6
Skills For Member Services Representative Resume
- Inbounding a high volume of phone calls(60+ daily)
- Interpreting needs of members accurately to relay correct information
- Administering employee benefit information to various providers
- Handling difficult conversations with members
- Providing efficient and excellence customer service in a timely manner
- Contacting provider offices to resolve member claims issues, in collaboration with Evercare/United Healthcare partners
- Helping with Employee Partner Relations (i.e., STAR cards & prize distributions, EP celebrations and recognition.)
7
Skills For Senior Member Services Representative Resume
- Loading and balancing of Cash Dispenser Machines as assigned
- Clerical support including assisting with mailings, copying, filing, stuffing envelopes, etc
- Multi-task while on the phone, including working in multiple programs, adding case notes etc
- Previous working knowledge of PC Software including Desktop Underwriting, Prime Alliance, and Episys
- Answers product billing, enrollment and eligibility questions for all traditional products, including continuation of coverage and COBRA
- Coordinate mailings for members and prospects, including list preparation, postal labels and envelope stuffing
- Assist in processing member prospect leads from a variety of sources including the Internet, periodicals and direct leads
- 30- 50% discounts on all Equinox products and services including Personal Training, Private Pilates, Spa and Cafe services and Shop items
- Be capable of entering information into multiple screens while listening to information from customers
8
Skills For Member Services Representative Mortgage Processing Resume
- Educates providers on our self-service options; Assists providers with credentialing and re-credentialing issues
- Determines medical necessity, applicable coverage provisions and verifies member plan eligibility relating to incoming correspondence and internal referrals
- Schedules and leads New Member Welcome Meeting monthly or as needed, utilizing approved presentation materials
- Process all personal loan/line requests, excluding residential mortgages, for prospective Members and existing Members
- Maintain ongoing communication operations, informing them of all pertinent problems, new developments, changes and other important information
- Maintain member files, assist with educating, oreintation and credentialing providers
- Provide phone service regarding savings and checking accounts by
- Researches and verifies incoming and outgoing funds transfer information
- Understands and is familiar with outgoing and incoming funds transfer laws
9
Skills For Member Services Representative Branch Operations Resume
- The application of problem-solving techniques
- Maintain confidential information; ability to communicate on telephones, in writing and in person required
- Function well under pressure while contributing to a supportive work team
- Gathers information to critically evaluate options, seeking alternative perspectives to identify root causes and develop solutions
- Assists with formal training needs of new employees
- Understands and relays information regarding contract riders, member programs and all HPHC vendor relationships
- Protects member privacy and confidentiality by consistently maintaining full compliance with all HIPAA regulations
- Maintains thorough understanding of HPHC’s policies, products and systems
- Answer member questions pertaining to their account and research and resolve member issues in a timely manner
10
Skills For Provider / Member Services Representative Resume
- Check accuracy of member data including entries from membership applications via the website and hard copy applications
- Be comfortable in a member focused environment and have a desire to address members’ financial needs using Credit Union products and services
- Knowledge of proper grammar and impressive spelling
- Proactive while assisting others
- Basic math, grammar, and spelling
- Helpful, professional,pleasant,demeanor during conversations with Members
- Adaptability to an ever-changing work environment as services
List of Typical Responsibilities For a Member Services Representative Resume
1
Responsibilities For Senior Member Services Representative Resume
- Listen effectively/empathize with member
- Provides a consistent positive members experience
- Provide excellent member service
- Self-motivated, patient and independent worker
- Communicates with vendor to process funds transfers
- Deposits check returns, researches member returned checks on draft changes, processes member checks, verifies members for outgoing funds transfers, and Federal Reserve verifying and releasing funds transfers
- Completes daily processing of workflows related to late returns, source of receipts, foreign collections and legal fees
- Have advanced knowledge of deposit products capabilities
2
Responsibilities For Member Services Representative Mortgage Processing Resume
- Support Members, Member Services Representatives, Sr. Tellers, staff upon request and provide personal and responsive service and assistance to each to adequate resolution
- Troubleshoot issues and resolve to member’s satisfaction
- Opens and processes transactions on all types of IRAs, Regular Share Certificates and IRA Share Certificates
- Verifies all share certificate and IRA products opened
- Reviews daily work from branches for required documents, and accuracy of data or posted transactions
- Processes high volume of phone calls and occasional in-person interaction with members
- Provides assistance to field staff either by phone or e-mail
3
Responsibilities For Member Services Representative Branch Operations Resume
- Reviews deposit products on monthly member statements for accuracy
- Creates files and processes payments to beneficiaries on deceased IRA/Share Certificate members
- Assists staff with periodic review of P&P for required updates
- Answers questions and resolves issues based on phone calls/letters from members, providers, and plan sponsors. Triages resulting rework to appropriate staff. Documents and tracks contacts with members, providers and plan sponsors
- Explains member's rights and responsibilities in accordance with contract
- Processes claim referrals, new claim handoffs, nurse reviews, complaints (member/provider), grievance and appeals (member/provider) via target system
- Performs review of member claim history to maintain accurate tracking of benefit maximums and/or coinsurance/deductible. Performs financial data maintenance as necessary
- Uses applicable system tools and resources to produce quality letters and spreadsheets in response to inquiries received
4
Responsibilities For Provider / Member Services Representative Resume
- Multi-task to accomplish workload efficiently
- Receives payment by cash, check, credit card and debit card and issues receipts, change, credits or refunds to customers
- Process members over the counter daily transactional needs
- Answer members inquiries via phone, chat, email, mail and fax
- Keeps records of daily financial transactions
- Creates and establishes relationships with customers
- Acts on triggers and provides additional product offerings based on member needs
5
Responsibilities For Teller / Member Services Representative Resume
- Answer inbound client service calls
- Transfer clients to the appropriate parties for assistance
- Update and code member profiles to ensure the most up-to-date and accurate information is present
- Provide clients with basic company information when asked
- Propose solutions to problems and utilize all available resources
- Provide clients with exceptional perceptions of our clients
6
Responsibilities For Member Services Representative Resume
- Open, close, and maintain records and paperwork for all types of accounts
- Receive deposits by cash and check. Disburse cash, checks, and balance drawer daily
- Learn and utilize all JMAFCU-related computer systems required to process member transactions
- Answer phones and process requests for all JMAFCU services. Communicate available services to members and potential members
- Assist with various credit union promotions or sponsor projects as requested
- Physical Requirements - Sedentary work which requires the following physical activities: bending, stooping, kneeling, crouching, sitting, walking, finger dexterity, feeling, repetitive motions, talking, hearing and visual acuity
- Under minimal supervision manages inbound calls and walk-in contacts with members, responsible parties and providers/vendors for the Erickson Advantage Member Services and Care Coordination Office at the Erickson community, and documents all contacts in the Touch paper Call Tracking System and Canopy Clinical System as appropriate
7
Responsibilities For Senior Member Services Representative Resume
- Triages calls regarding clinical issues or service arrangements, making referrals to care coordinators when indicated
- Listens to member concerns, and resolves problems on a timely basis per interpretation of policies & procedures
- Acts as a primary resource to health plan members in problem resolution collaborating with the United Healthcare Service Center and other Evercare/United points-of-contact as needed in areas such as
- Arranges for order/delivery of medical equipment, supplies, and services as requested by the Community Care Coordinator or the Primary Care Physician
- Performs initial enrollment contact with new health plan members including answer questions, reviewing the benefit package, scheduling home visits to address issues not manageable by telephone, managing assessment survey process
8
Responsibilities For Member Services Representative Mortgage Processing Resume
- Relevant Work Experience: 1 year of customer service experience or experience in the behavioral health care field required
- Organize, prioritize and perform multiple tasks
- One year experience as a Receptionist, PBX Operator, Administrative,
- Answer all incoming phone calls proactively, promptly and professionally
- Flexible thinking in unique situations
- Meets established criteria for Canopy documentation requirements per policies & procedures
- Ensures security and confidentiality of all account information and credit union documents
9
Responsibilities For Member Services Representative Branch Operations Resume
- Field all member & club calls regarding but not limited to the following: general feedback/questions, billing inquiries, monthly promotions, EQX app assistance, Freezes
- Audit of all member agreements and provide support to the field through processes - residential & corporate, domestic & international
- Timely completion of specific daily, weekly or otherwise assigned tasks
- Update member name/address changes
- Respond to Members & Field alike within 24 hours
- Answers member questions related to the content in the Boston Retirement Board Guide and Chapter 32 or refers them to someone that can answer their question
- Verifies that disbursements and transactions are free of liens or other restrictions and that they meet the requirements as set forth by legislation regarding lump sum distributions of accumulated deductions
10
Responsibilities For Provider / Member Services Representative Resume
- Assists Senior Member Services Representatives and Principal Member Services Representatives to conduct research to verify and crosscheck data related to transactions
- Identifies any issues or impediments to timely completion of a case and takes action to overcome those barriers including working with management to achieve resolution
- Work experience in a face to face customer service or call center environment
- Update customer files and attempt to save and retain memberships, as required
- Probe callers to ascertain location and benefit coverage, then locate service provider to arrange emergency auto dispatch service nationwide, for both wholesale and retail customers
- Read maps and utilize internet resources to determine customer’s location
- Answer inbound calls from members. Commonly asked questions are about filling out online membership application, resetting passwords, questions about membership benefits
- Experience with membership database (Any AMS or CMS)
- Multitask and manage projects simultaneously with customer requests
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