Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Kirstie Richards

Palmyra

Summary

Detail-oriented and dependable financial services professional with over 10 years if experience in customer account management, document processing, and regulatory compliance. Adept at reviewing applications, resolving discrepancies, and maintaining accurate records. Proven track record of processing high volumes of sensitive information while maintaining confidentiality and service excellence. Recognized for strong analytical skills, client communication, and cross-departmental collaboration.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Member Service Representative

Members 1st FCU
04.2018 - Current
  • Facilitated member inquiries and resolved issues using effective communication techniques.
  • Processed account transactions accurately while adhering to compliance regulations.
  • Educated members on products and services, enhancing overall customer engagement.
  • Supported implementation of new systems to streamline service delivery and improve efficiency.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Analyzed member feedback to identify areas for service improvement and initiate changes.
  • Collaborated with team members to enhance workflow processes and boost member satisfaction levels.
  • Led training sessions for new representatives, ensuring consistent service excellence across the team.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • 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.
  • Promoted a positive work environment by fostering open communication between colleagues and supervisors.
  • Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
  • Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • 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.
  • Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.

Lead Teller

Jonestown Bank and Trust Company
11.2015 - 11.2017
  • Supervised daily operations, ensuring compliance with banking regulations and company policies.
  • Trained and mentored new tellers, enhancing team performance and service quality.
  • Managed cash handling processes, reducing discrepancies through vigilant oversight and reconciliation practices.
  • Developed customer relationships, providing tailored financial solutions to meet individual needs.
  • Streamlined transaction workflows, improving efficiency in service delivery and reducing wait times.
  • Resolved customer inquiries and complaints promptly, fostering positive banking experiences and loyalty.
  • Conducted audits on cash drawers and vaults, maintaining accuracy in financial reporting and security protocols.
  • Collaborated with management to implement process improvements, driving operational excellence within the branch.
  • Investigated and promptly resolved issues with patron accounts.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
  • Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
  • Served as an essential resource for colleagues seeking guidance on policy interpretations or procedural clarifications.
  • Collaborated with other departments to resolve complex issues, enhancing the overall banking experience for clients.
  • Improved overall branch performance by sharing best practices and collaborating with coworkers to address areas of opportunity for growth.
  • Maintained compliance with federal regulations and bank policies, mitigating risk exposure for the institution.

Teller

Jonestown Bank and Trust Company
12.2013 - 11.2015
  • Led teller team in achieving operational efficiency and customer satisfaction.
  • Streamlined cash handling processes to enhance service accuracy.
  • Trained new hires on customer service policies and procedures.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Received loan and utility payments, sending funds to correct destinations.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.
  • Educated customers on online banking and mobile banking applications.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Cross-sold credit cards, loans and other bank products.
  • Referred customers to other banking departments for specialized services.
  • Handled various accounting transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Assisted customers with banking needs and inquiries.
  • Maintained friendly and professional customer interactions.
  • Fostered positive banking experience, helping customers with account management and service selection.

Education

High School Diploma -

Northern Lebanon High School
Fredericksburg, PA
06-2006

Skills

  • Document verification
  • Data entry proficiency
  • Deadline management
  • Accuracy and precision
  • Application review
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Excellent communication
  • Organizational skills
  • Relationship building

Accomplishments

    The STAR leadership program is a highly sought after leadership training program within Members 1st. It helps to train and develop up and coming leaders to build and maintain a successful team. The interview process starts with 50-100 candidates of which approximately 15 are chosen. I was chosen and have successfully completed this program becoming part of a small group leaders and mentors within the company.

Certification

  • CNP - Certified Notary Public since 2019

Timeline

Member Service Representative

Members 1st FCU
04.2018 - Current

Lead Teller

Jonestown Bank and Trust Company
11.2015 - 11.2017

Teller

Jonestown Bank and Trust Company
12.2013 - 11.2015

High School Diploma -

Northern Lebanon High School
Kirstie Richards