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Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency. Adept at assessing needs generating options, and implementing solutions in collaboration with staff.
  • Process Development
  • Staffing Management Ability
  • Exceptional Organizational Skills
  • Excellent Oral and Written Communication Skills
  • Strong Analytical Skills
  • Proficient in Microsoft Office Suite
  • Strong Interpersonal Skills
  • Client Relations Specialist
  • Type 55 WPM
  • Conflict Resolution Techniques
  • Detailed-oriented Effective
  • Time Management Skills
  • Training and Development
  • Call Center
Education and Training
High School Diploma 2005 Kolbe Cathedral Catholic High School, Bridgeport, CT
Cubesmart Store Manager 12/2015 to 06/2017
  • Recruited, managed and mentored 5  new employees.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Improved service quality and increased sales by 10% by developing a strong knowledge of company's products and services.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Addressed negative customer feedback immediately.
  • Provided a high level of product and leadership support to representatives and clients.
TD Bank Bridgeport, CT Bank Teller 05/2013 to 09/2015
  • Researched banking guidelines and statutory requirements to stay updated on new laws and applications.
  • Opened over 100 new customer accounts, including checking, savings and lines of credit.
  • Processed sales referrals and promoted bank services and products, resulting in 5% branch sales increase.
  • Processed cash withdrawals.
  • Adhered to TD Bank's security and audit procedures.
  • Reported daily averages and shortages to the operations department.
RBS Bridgeport, CT Credit Card Specialist 08/2011 to 02/2013
  • Received an internal audit score of 97%.
  • Successfully completed over 200 credit card transactions with 100% accuracy.
  • Assisted senior-level credit officers with complex loan applications.
  • Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loans.

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Energetic educator with proven skills in teaching all scholars diverse subjects. Keep classrooms organized and students on-task to facilitate effective learning. Diligent and adaptable in meeting individual student needs with warm, safe educational environments. Adaptable and focused teacher that demonstrates success in managing organized classrooms, updating records and providing both group and individualized instruction. Proficient in helping advanced, struggling scholars enhance learning.

Work History
Call Center Representative 02/2018 to 08/2018
Mobiloil Credit Union Beaumont, TX
  • Educated customers about the brand to incite excitement about the company's mission and values.
  • Directed calls to appropriate individuals and departments.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Account Maintenance
  • Processing Loans 
  • Travel Notes 
Teller 1 03/2017 to 02/2018
Mobiloil Credit Union Beaumont, Texas, United States
  • Organized, stocked and maintained the teller window area.
  • Collected member loan payments.
  •  Sold Cashiers checks and Money orders.
  • Executed customer transactions including deposits, withdrawal.
  • Maintained friendly and Professional customer interactions.
  • 3 years of industry experience.
  • Saving bonds
Teller 06/2015 to 04/2017
ATM (Wells Fargo Bank) Beaumont, Texas, United States
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Organized, stocked and maintained the teller window area.
  • Coordinated daily cash reconciliation at a high-volume location.
  • Maintained balancing record with 100% rate of accuracy.
  • Exceeded quarterly sales goals by 100%.
  • Handled various accounting transactions.
  • Customer Service
Cashier/Customer Service 01/2014 to 01/2015
H-E-B Grocery Beaumont, Texas, United States
  • Refilled and rotated items on shelves to maintain well-stocked inventory.
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Trained new Cashiers on procedures, customer service and sales techniques.
  • Processed customer returns.  
Customer Service Specialist 03/2012 to 09/2014
Best Buy Beaumont, Texas, United States
  • Described product to customers and accurately explained details and care of merchandise
  • Communicated with vendors regarding back order availability, future inventory and special orders
  • Provided an elevated customer experience to generate a loyal clientèle
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Greeted customers entering the store to ascertain what each customer wanted or needed
  • Politely assisted customers in person and via telephone
High School Diploma 2010 Central Medical Magnet High School

88 Jaguar Dr. Beaumont Tx

Bachelor of Arts: General Studies 2017 Lamar University - Beaumont, TX
Additional Information
  • Deans list Junior and Senior year while at Lamar University. Completed American Sign Languages 1-5. Outstanding Communication skills. Hard worker.

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Professional Summary
Organized, independent worker with strong time-management skills. Excellent at juggling multiple tasks and working under pressure. Ability to establish priorities and meet challenges head-on. Strengths include developing relationships and learning new concepts with ease.
  • Strong customer relations
  • High level of accuracy
  • Flexible
  • Team player
  • Superior organization skills
  • Excellent time management skills
  • Conflict resolution

  • Strong interpersonal skills
  • Goal-oriented
  • Proficient in 10-key
  • Financial transactions expertise
  • Excellent work ethic
  • Detail-oriented
  • Complex problem solving

Work History
Group Claims Analyst, 06/2015 to 03/2019
CignaPlano, TX
  • Develop and execute appropriate plan of action for pending and ongoing claims.
  • Adhere to strict timeframes for benefit determination in accordance with policy provisions and regulatory and internal standards.
  • Provide excellent customer service to all customers which includes communicating claim status and decisions via telephone and in writing.
  • Investigate claim information to determine benefit eligibility.
  • Perform pre-existing condition investigations.
  • Review medical records to determine functionality with job description.
  • Establish and execute a claim strategy that includes return to work in own occupation and any occupation.
  • Calculate basic monthly earnings by reviewing payroll records and tax returns.
  • Prioritize and review incoming mail, correspondence and new claims.
  • Work with claimants to recover overpayments.
  • Worked directly with claimants, employers, medical providers, nurse case managers and medical directors to achieve claim decision.
Clinical Appeals Underpayment Analyst, 06/2014 to 05/2015
ParallonIrving, TX
  • Precisely completed appropriate claims paperwork, documentation and system entry.
  • Correctly coded and billed medical claims for various hospital and nursing facilities.
  • Meticulously identified and rectified inconsistencies, deficiencies and discrepancies in medical documentation.
  • Verified patients' eligibility and claims status with insurance agencies.
  • Diligently filed and followed up on third party claims.
  • Determined prior authorizations for medication and outpatient procedures.
  • Researched questions and concerns from providers and provided detailed responses.
  • Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
  • Maintained strict patient and physician confidentiality.
  • Managed collections claims for unpaid bills against the estates of debtors.
  • Interacted with providers and other medical professionals regarding billing and documentation policies, procedures and regulations.
  • Submitted electronic/paper claims documentation for timely filing.
  • Responded to correspondence from insurance companies.
  • Identified and resolved patient billing and payment issues.
  • Confidently and adeptly handled claim denials and/or appeals.
  • Examined patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under their policies when applicable.
Clinic Staff Assistant I, 09/2013 to 01/2014
Ut Southwestern Medical CenterDallas, TX
  • Coordinated schedules with patients and facility calendar.
  • Maintained complete documentation for permanent records and auditing purposes.
  • Provided comprehensive administrative support to department staff.
  • Performed billing and collection.
  • Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members.
AVP Bankruptcy Specialist, 07/2012 to 09/2013
Bank of AmericaRichardson, TX
  • Maintained friendly and professional customer interactions.
  • Maintained strict confidentiality of bank records and client information.
  • Mitigated loss and legal risk to the company and to investors by accurately managing the bankruptcy process and obtaining relief from bankruptcy on non-performing loans.
  • Communicated with attorneys, court appointed trustees and borrowers to answer questions related to the bankruptcy file.
  • Supported the servicing of mortgage loans.
  • Documented loan history and responded to debtor, investor, or other 3rd party inquiries.
  • Monitored the Proof of Claim process and ensured that documents were received and each step of the process was completed in a timely manner.
  • Processed payment change notices accurately and timely.
  • Complied with regulatory requirements, including the Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Professional Teller, 06/2010 to 07/2012
Bank of AmericaDallas, TX
  • Organized, stocked and maintained the teller window area.
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Rapidly and efficiently prepared customer and ATM cash and change orders.
  • Maintained balancing record with 100% rate of accuracy.
  • Handled various accounting transactions.
  • Created strategies to develop and expand sales of services to new and existing customers.
Bachelors of General Studies: 2012
Texas Woman's University - Denton, TX
Associate of Science: Liberal Science, 2012
El Centro College - Dallas, TX

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Career Overview

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Core Strengths
  • Strong organizational skills
  • Active listening skills
  • Seasoned in conflict resolution
  • Sharp problem solver
  • Courteous demeanor
  • Invoice and payment processing
Work Experience
Customer Service Representative
Bala Cynwyd, PA
Medical Alert by Connect America/ Jun 2017 to Current
  • Provided product and service information to customers.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Offered exceptional customer service to differentiate and promote the company brand.
  • Consulted with customers on the latest styles and trends.
  • Helped customers select products that best fit their personal needs.
  • Accurately logged all daily shipping and receiving orders.
Customer Service Representative
Longhorn, Pa
Harte Hanks/ Feb 2016 to Jun 2017
  • Guaranteed positive customer experiences and resolved all customer complaints
  • Helped customers select products that best fit their personal needs
  • Informed customers about sales and promotions in a friendly and engaging manner
  • Kept current on market and product trends to effectively answer customer questions
  • Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience
Customer Service Rep
Plymouth Mtng, PA
Apex Services/ Oct 2015 to Dec 2015 Collected customer feedback and made process changes to exceed customer satisfaction goals. Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified timeframes. Maintained up-to-date records at all times.
Collections Rep
Salisbury, MD
Delmarva Collections Inc/ May 2015 to Aug 2015
  • Properly directed inbound calls in phone queues to improve call flow.Assisted with the development of the call center's operations, quality and training processes.Built customer loyalty by placing follow-up calls for customers who reported product issues.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Maintained up-to-date records at all times.Addressed customer service inquiries in a timely and accurate fashion.Demonstrated mastery of customer service call script within specified time frames.Provided accurate and appropriate information in response to customer inquiries.Collected customer feedback and made process changes to exceed customer satisfaction goals.

Cross-trained and provided back-up for other customer service representatives when needed.

Customer Service/Sales Rep
Salisbury, MD
Verizon/ Nov 2014 to Mar 2015
  • Reviewed customer data to assess current issues and determine potential solutions
  • Reviewed account and service histories to identify trends and issues
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Consulted with customers to determine best methods to resolve service and billing issues
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery
Collections Agent
Progressive Financial Services Mar 2010 to Sep 2010
  • Made reasonable procedure exceptions to accommodate unusual customer requests.Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.
Early Stage Credit Counselor
Millisboro, De
M and T Bank/ Apr 2009 to Feb 2010
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.Make outgoing and take incoming calls to collect from bank customers that were 1-30 days past due on various bank loans

Professional and friendly, Careful and active listener, Multi-tasking, Excellent telephone etique.

  • Credit card processing
  • Problem solver
Educational Background
Diploma: General Studies Wicomico Senior High Salisbury, MD, USA

General Studies