Amber N. Hoffman

• Achieved high levels of customer satisfaction with proactive issue resolution strategies and consistent followup.
• Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
• Reached targeted goals consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
• Led successful cross-functional initiatives for continuous improvement in the contact center environment.
• Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
• Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
• Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
• Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Interacted well with customers to build connections and nurture relationships.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Verified customer identification and documentation for compliant transactions.

• Assisted members with account management, including updating personal information and setting up automated payments.
• Processed account transactions accurately, ensuring proper documentation and timely processing.
• Opened customer accounts and provided deposit and withdrawal receipts.
• Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
• Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
• Contributed to branch sales goals by effectively cross-selling credit union products and services.
• Maintained up-to-date knowledge of product and service changes.
• Cross-trained and provided backup support for organizational leadership.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.

• Emailing and calling insurance companies.
• I would work with lenders regarding loans that needed current insurance for the banks collateral
• Pulling daily reports for loans, worked with our vendor, and force placing insurance
• Insurance for homeowners, real estate, flood and auto loans
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• I was the back up for filing titles on auto, mortgages and UCC's
• Liaised with internal departments such as Underwriting and Sales to address client concerns promptly and professionally.
• Improved loan processing efficiency by streamlining documentation and workflow procedures.
• Set up, stored and updated customer files, department records and regulatory paperwork.