Spearheaded the resolution of complex member account and loan issues, demonstrating an exceptional understanding of banking policies and regulations.Collaborated on a proactive member outreach program to increase member retention and satisfaction.Played a key role in the development and refinement of policies, procedures, and security controls, contributing to the ongoing enhancement of the member services department.Acted as a subject matter expert, providing guidance to the team on complex issues, escalations, and intricate financial products.Monitored market trends and industry best practices, facilitating the introduction of innovative products and services to better meet member needs.Successfully managed and resolved complex member issues, contributing to the member satisfaction rate.Act as a subject matter expert, providing guidance to the team on complex issues, escalations, and intricate financial products.Oversee cash management activities, including monitoring cash levels, reconciling transactions, and ensuring compliance with cash handling policies and procedures.Manage branch cash operations, including cash ordering, vault balancing, and ATM replenishment, to ensure sufficient liquidity and minimize risks

Analyze, research, and resolve problems and discrepancies related to member accounts/loans.-ComplexAdhere to established policy, procedures, and security controls related to financial products and services.Assist members with credit card, mortgage, personal loans, and vehicle loans application submissions and inquiries.-ComplexEnsure cash and other negotiable instruments are handled properly.Complete Branch office vault opening, closing and balancing procedures.Counsel current and prospective members about company’s products and services.Perform platform banking functions (i.e. Opening/Closing bank accounts, Membership Profile updates, Reconciling Member Bank Accounts).-ComplexProcess ATM transactions.Lead, guide, and mentor new team members.Serves as a Branch Office and ATM vault custodian.

Assessed risk with checks deposited through the ATM.Processed complex exception transactions via image based database systems.Determined negotiability or acceptance of financial instruments according to policies and procedures. Handled ATM Courier calls from vendors for settlements and cash replenishment.Performed ATM adjustments in Deposit Verification System.Reviewed items deposited via ATM placed in queues for possible fraud.Researched and assisted in resolving issues regarding members concerns to transactions.

Answers member questions regarding provided services and performs a variety of account maintenance functions.Monitors and responds to online communications, as necessary.Cross-sell banking services and products to members.Researches and assists in resolving member issues and concerns to their banking and lending transactions.Reviews lending promissory note and instructions with members prior to disbursing loan proceeds.Determines negotiability and/or acceptance of financial instruments according to organization regulations, policies and procedures.