Nathalie Rounding
I am a highly experienced, knowledgeable and dedicated professional, working as a Senior Member Service Representative at a credit union for twenty years. During my time with MCCCU I have held multiple positions such as, Accounting Clerk, Financial Service Representative, Senior Member Service Representative and Trainer. The SMSR role is where I have spent the majority of my time as it gives me the ability to work closely with our membership, which I thoroughly enjoy. Through my hard work, strong leadership skills and mentoring abilities I have been able to work my way up from a Customer Service Representative to a Management role on multiple occasions throughout my career. With the knowledge, experience and resources I have gained in my current role, I am now looking for a new challenge, where I can take on more responsibility and grow in a dynamic environment like Green Shield
Work History
Senior Member Service Representative and Trainer
20 Years 2 Months- Process a wide variety of financial transactions and respond to member inquiries while delivering exceptional member service.
- Answer calls, schedule appointments, and complete a variety of administrative duties.
- Provide technology support and guidance to members using mobile apps and other devices.
- Maintain strict confidentiality and protect sensitive member information.
- Identify and assess risk and compliance concerns, including fraud, suspicious transactions, and large cash transactions.
- Train and support employees on policies, procedures, member service standards, cash handling, and computer software.
- Document and balance cash activity as Treasurer, including the treasury vault, ATMs, cash recycler machines, teller cash boxes, and general ledgers.
Customer Service Representative
2 Years- Processed financial transactions and assisted customers with account-related services.
- Opened and closed accounts and balanced cash boxes, vaults, and ATM machines.
- Worked toward sales targets, goals, and service deadlines while identifying opportunities to recommend products and services.
- Trained new employees and participated in the Assistant Manager training program.
Assistant Manager / Collection Specialist
2 Years- Processed cheque cashing, cash advance, foreign currency exchange, and Western Union wire transfer transactions.
- Opened and closed accounts and resolved customer collection issues.
- Trained new employees on company policies, procedures, cash handling, products, and services.
- Supported scheduling and payroll administration.
- Handled and reported fraud concerns and helped maintain branch safety.
- Balanced the vault and assisted employees in ensuring cash boxes were accurately balanced.
Store Manager
5 Years- Provided excellent customer service and trained new employees.
- Managed cash transactions, food preparation, store cleanliness, inventory, and product ordering.
- Balanced cash and prepared bank deposits.
- Processed payroll, scheduled staff, and managed opening and closing procedures.