Sarah B. Email and Phone Number

I still continue to handle all incoming calls but have the following additional responsibilities: -First level Escalation support for items regular associate are unable to do -Senior-level associates with more years of service and more in-depth expertise -Higher level of approval authority for refunding fees; unblocking systems -Training other associates as required

-Evaluated members' reasons for calling -Provided account information, perform account research, assist with credit card services -Set up digital services, authorize refunds and recommend mobile deposit increases -Know PEFCU Policy and Procedures for handling incoming calls

-As an Account Services Representative, I assisted members in all account needs. This included but was not limited to: New Account opening, Account changes, IRA's, Fraud, account errors and issues, wires, etc. -As a Sr. ASR, I knew the Account Services SOP's so as associates needed assistance, I was able to assist and give correct information, provide overrides as needed, reinstated accounts and helped with charged off accounts, refund fee's and make decisions regarding reinstating courtesy pay and other services that may have been revoked. -As the Department Trainer, I thoroughly knew and understood the Account Service SOP and PEFCU Policies so that I was be able to train in an accurate and concise manner what the associate will need to know to do their job. I assisted with not only the Lakeland Branch, but all other branch's and departments as needed. I Developed curriculum and aggregated existing material to create a comprehensive training program -I created and was responsible for updating, maintaining and bringing to attention of Sr. management any changes, corrections or reviews of the Account Services SOP's. I drafted, maintained, and published material for six Standard Operating Procedures for Account Services that were utilized across all PEFCU branches. I worked closely with other departments to make sure the most up to date and correct information was available to better serve our members with the correct information. -As an Member Advocate, I started, processed and booked loan applications. I was a main part of the loan training for the Lakeland MA's in the beginning and helped develop and create the training that was used.

-I handled all Member Deposits, withdrawals and loan payments in a timely and efficient manner -As a Sr. Teller, I reviewed all Mobile Deposit's, understanding PEFCU's hold policy and rejection policy's, making sure the front line ran in a smooth and efficient manner, assisted other associates as needed and verified and approved check holds following Reg CC. I Processed all incoming mail in deposits, Remit loan payments and any another check or deposit inquires. I conducted quarterly audits of other tellers on the teller line per PEFCU policy-I created and was responsible for updating, maintaining and bringing to attention of Sr. management any changes, corrections or reviews of the Teller SOP.

-I was cross trained to not only assist clients on the teller line but also to assist clients with all aspects of their account. I was tested yearly and followed all Customer Identification Program requirements and BSA at account opening, making account changes as requested, taking and following through on loan applications, and talking and discussing the needs of the client for cross-selling opportunities. Was also responsible for handling all walk-in Wire Transaction request, both domestic and Foreign and know which countries were on the OFAC list. -Was tested yearly by Regional Operating Manager on required disclosures, Safe Box protocol and other required regulation's that our branch was to pass.

-I handled all client withdrawal and deposit transactions. I assisted members in buying and selling foreign currency, check holds, cash advances and followed all Currency Transaction Report, Suspicious Activity Reports and regulations. I was the branch ATM custodian; made sure cash was ordered, balanced all the cash and check deposits, stocked ATM weekly and troubleshoot any ATM errors or concerns. -As a Teller 2 and 3, I was the back up to the Head Teller. When the Head teller was out, for the main vault I balanced it daily and made sure cash was ordered or called in to be shipped out. I balanced the branch daily and made sure sufficient Monetary Instruments were on hand. I maintained and balanced the Branch Cash Dispenser Machine. -I was an On the Job Trainer for Tellers in the St. Petersburg Region and was chosen multiple times to cover other branch's as needs arose. I also was put in charge that my branch read the weekly updates to regulations and procedures.

-I made sure all animals had clean cages and were ready to be picked up by owners. Walked, watered and medicated animals morning and evening. Assisted with clinic surgeries; made sure all instruments were cleaned and sanitized after surgeries and made sure animals were waking in a timely manner after sedation. -I maintained the control drug log, verifying monthly audits, filing and maintaining the file system, checking in and checking out clients and receiving payments for services.