Felicia Rigby
Freeport,Grand Bahama
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
12
12
years of post-secondary education
Work History
Customer Service Officer & Teller
National Workers Co-Operative Credit Union
12.2007 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
- Promoted company brand and unique offerings through personalized customer service.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Processed money transfers, deposits and withdrawals.
- Responded to customer inquiries to provide information on bank accounts, policies, products and services.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Answered bank phone lines and directed customers to appropriate department to address concerns.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Responded to customer inquiries regarding new accounts and account services.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
- Collected customer information and completed new account forms.
- Informed customers of procedures for applying for services such as ATM cards, direct deposit of checks and certificates of deposit.
- Greeted customers and delivered information about new account processes.
- Processed customer payments and account setup charges.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Maintained friendly and professional customer interactions.
- Handled various accounting transactions.
Collections Officer
National Workers Credit Union
08.2016 - 12.2021
- Established relationships with customers to encourage payment of delinquent accounts.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Processed debtor payments and updated accounts to reflect new balance.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked with customer to create debt repayment plan based on current financial condition.
- Entered client details and notes into system for interdepartmental access and review.
- Maintained accurate records of customer accounts, payments and payment plans.
- Responded to customer inquiries and provided detailed account information.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Quantified debtor balances to avoid late payments and bad credit.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Assisted debtors in setting up payment plans to recover overdue balances.
- Received inbound calls and answered questions from customers satisfactorily.
- Verified and reviewed customer account information.
- Initiated negotiations for debt recovery through email, telephone and mail contact.
- Advised customers of necessary actions and strategies for debt repayment.
Education
High School Diploma -
Eight Mile Rock High School
Martin Town, Eight Mile Rock 09.2002 - 06.2003
St. Georges High School
Sunset Highway 09.1996 - 06.2002
Primary School Diploma -
Walter Parker Primary School
E Beach Way & Gambier 09.1990 - 06.1996
Skills
- Calm Under Pressure
- Interpersonal Communication
- Friendly, Positive Attitude
- Written Communication
- Clerical Support
- Time Management
- Computer Skills
- Good Telephone Etiquette
- Customer Relations
Additional Information
Reference Upon Request.
Timeline
Collections Officer
National Workers Credit Union
08.2016 - 12.2021
Customer Service Officer & Teller
National Workers Co-Operative Credit Union
12.2007 - Current
High School Diploma -
Eight Mile Rock High School
09.2002 - 06.2003
St. Georges High School
09.1996 - 06.2002
Primary School Diploma -
Walter Parker Primary School
09.1990 - 06.1996
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