Summary
Overview
Work History
Education
Skills
Timeline
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Moya Wallace

Victoria,BC

Summary

Dedicated customer-centric professional possessing extensive knowledge of service delivery. I am committed to enhancing customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to clients.


Overview

16
16
years of professional experience

Work History

Member Service Representative

JN Bank
04.2022 - 12.2023
  • 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.
  • Responded to customer calls and emails to answer questions about products and services.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • 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.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Maintained and managed customer files and databases.

Senior Member Service Officer

JN Bank
07.2019 - 03.2022
  • Contributed to the achievement of branch sales targets by cross-selling additional financial products during interactions with members when appropriate.
  • Addressed escalated complaints from dissatisfied members, taking swift action to resolve concerns and regain trust in the organization''s services.
  • Maintained up-to-date knowledge of financial products and services to effectively educate members on offerings that best suited their needs.
  • Demonstrated flexibility by adapting to changing priorities and managing multiple tasks simultaneously, maintaining a high level of performance under pressure.
  • Reduced wait times for members by efficiently managing queues and prioritizing urgent requests when necessary.
  • Increased member retention through personalized attention and prompt resolution of account inquiries.
  • Managed high-volume workload, successfully processing numerous transactions while maintaining accuracy and attention to detail.
  • Developed strong relationships with members by consistently delivering professional and courteous assistance.
  • Assisted members with loan applications, explaining terms and conditions while guiding them through the process.
  • Identified potential fraud cases by monitoring suspicious account activity leading to protection of the bank's assets.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Trained new personnel regarding company operations, policies and services.

Mortgage Processing Officer

JN Bank
09.2018 - 06.2019
  • Worked with clients to gather necessary documentation for fast-tracked mortgage processing timelines effectively.
  • Served as a liaison between mortgage processing team and other departments, fostering collaboration to achieve company goals.
  • Reduced mortgage processing timeframes by diligently following up on outstanding documents from clients and third-party vendors.
  • Assisted in growing the company's mortgage portfolio by successfully processing a diverse range of residential loans.

Member Service Officer

JN Bank
10.2007 - 12.2017
  • Maintained customer records by updating account information.
  • Received numerous commendations from supervisors for consistently exceeding performance expectations in delivering member services.
  • Collaborated with colleagues to develop strategies for improving overall member experience and service delivery.
  • Participated in community outreach initiatives, representing the bank at local events to promote brand awareness.
  • Maintained accurate records for all member transactions, ensuring efficient account management and data integrity.
  • Contributed towards meeting sales targets through cross-selling additional banking products that aligned with individual member needs.
  • Processed transactions accurately and efficiently, minimizing errors while upholding strict confidentiality standards.
  • Participated in regular team meetings to discuss strategy, performance metrics, and ways to improve branch efficiency.
  • Developed strong relationships with members, fostering trust and loyalty by providing exceptional customer service.
  • Investigated and resolved customer inquiries and complaints quickly.


Education

Professional Certificate - Global Workforce

Royal Roads University
Victoria, BC
12.2024

Bachelor of Science - Social Work

University of The West Indies
Kingston, Jamaica
09.2006

Skills

  • Customer Service
  • Financial Transactions
  • Dispute Resolution
  • Escalation Handling
  • Teamwork and Collaboration
  • Relationship Building
  • Calm and Professional Under Pressure
  • Computer Skills
  • Customer Data Confidentiality
  • Policies and Procedures Adherence
  • Recordkeeping strengths

Timeline

Member Service Representative

JN Bank
04.2022 - 12.2023

Senior Member Service Officer

JN Bank
07.2019 - 03.2022

Mortgage Processing Officer

JN Bank
09.2018 - 06.2019

Member Service Officer

JN Bank
10.2007 - 12.2017

Professional Certificate - Global Workforce

Royal Roads University

Bachelor of Science - Social Work

University of The West Indies
Moya Wallace