Jason Ziese
Member Service Representative II
Baumholder,RP
Overview
10
10
years of professional experience
Work History
Member Service Representative II
Service Federal Credit Union
03.2019 - Current
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Educated and engaged customers with new bank products and services.
- Verified customer identification and documentation for compliant transactions.
- Cross-sold bank services and products to uplift customer investments.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
AAFES
02.2014 - 03.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Updated account information to maintain customer records.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Replaced supervisor on days off, vacations and meetings
- Managed department of 6+ employees in PowerZone department
- Completed beginning to end of shift reports, forms and schedules
- Organized mandatory safety meetings
Education
High School Diploma -
Lindbergh High School
Manteca, CA 04.2001 -
Skills
Customer Service
Timeline
Member Service Representative II
Service Federal Credit Union
03.2019 - Current
Customer Service Representative
AAFES
02.2014 - 03.2019
High School Diploma -
Lindbergh High School
04.2001 -
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