Amanda Wilcoxon
Bloomington
Summary
Proven track record in enhancing customer experiences and streamlining document management at IU Credit Union. A dedicated team player, adept in research and analysis, with a knack for maintaining confidentiality. Achieved significant improvements in operational efficiency, demonstrating a positive attitude and exceptional time management skills.
Overview
16
16
years of professional experience
Work History
Back Office Associate
IU Credit Union
01.2016 - Current
- Process daily duties that include reviewing signature cards, the signature card log, various daily and monthly reports
- Assist front office employees with various questions that may arise as they assist members.
- Review internal procedures on a regular basis and update information as needed.
- Provide training to front office employees on Specialty Accounts at least once per quarter.
- Stay current on all duties within the department, ranging from deceased account's, IRA's
- Review Power-of-attorney, records and other documents to obtain information to respond to requests.
- Maintain strict adherence to regulatory requirements within all aspects of back-office operations.
- Volunteer for additional projects as needed.
Phone Representative
IU Credit Union
02.2012 - 01.2016
- Resolved customer complaints efficiently, maintaining a high level of professionalism and empathy.
- Built strong rapport with customers, establishing trust and fostering loyalty.
- Retained dissatisfied customers by offering tailored solutions that addressed their specific needs or issues comprehensively.
- Assisted colleagues with challenging calls, contributing to a positive work environment and improved team dynamics.
- Adapted communication style according to individual caller requirements, resulting in enhanced member experiences.
- Maintained up-to-date knowledge of industry trends and company policies for informed customer interactions.
Member Service Representative
IU Credit Union
06.2009 - 02.2012
- Helped large volume of customers every day with positive attitude and focus on member satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced member satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Assisted members with account management, including updating personal information and opening new products for their account.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
Sales Associate
Kohls Department Store
09.2008 - 06.2009
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
Education
High School Diploma -
Bloomington High School North
Bloomington, INSkills
- Document Management
- Research and analysis
- Confidentiality Assurance
- Positive Attitude
- Customer Service
- Time Management
- Dedicated Team Player
Timeline
Back Office Associate
IU Credit Union
01.2016 - Current
Phone Representative
IU Credit Union
02.2012 - 01.2016
Member Service Representative
IU Credit Union
06.2009 - 02.2012
Sales Associate
Kohls Department Store
09.2008 - 06.2009
High School Diploma -
Bloomington High School North
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