AMBROSIA BARNIER
Billings
Summary
Dynamic Member Experience Consultant II at Black Hills FCU with a proven track record in loan processing and customer satisfaction. Achieved over $2.3 million in loan volume in 2025 while fostering team collaboration and training new hires. Skilled in regulatory compliance and adept at resolving complex customer issues with a positive demeanor under pressure.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Member Experience Consultant II
Black Hills FCU
Billings
08.2024 - Current
- Responsible for opening IRAs, business accounts, estate accounts, and trust accounts.
- Provide information, put in referrals and take applications for various loans including home equity, home improvement, mobile home, and business loans following Credit Union procedures and policies.
- Meet Tier II production goals with elevated understanding of all knowledge requirements.
- Assist in training new hires and supporting Union Credit, Indirect Calling, and Agent Force operations.
- Achieved YTD loan volume of $2,359,738.54 as of September 16, 2025, exceeding the annual goal of $1,333,332.00 with 3 months left.
- Completed 172 loans year-to-date, surpassing the goal of 144 loans with 3 months left.
- Exceeding in Credit Union GAP sales.
- Utilize four-year college Bachelor's degree in Business Marketing/Management to enhance member experience and operational efficiency.
- Facilitated huddles to improve communication skills among team members.
- Solicited new business through warm calling to targeted members.
Senior Escalation Representative
Wells Fargo
Billings
12.2022 - 07.2024
- Support less experienced individuals in providing resolutions for client inquiries and complaints
- Determine appropriate course of action and conduct investigative steps to fully identify customer issues
- Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
- Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
- Respond independently to complaints escalated at the highest level
- Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team
- Interact with internal and external customers to resolve their issues
- Resolved problems or discrepancies concerning customers' accounts.
- Used strong grammar and research skills to craft well-written, mistake-free letters.
- Maintained friendly and professional customer interactions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Proficient in SVP, Hogan, OIB, CIV, MARS, DIPR, CCN, ACH History System, CLAIMS, CCRS, AXCIS, RE15, PIXA, NICE, IC and Jabber.
- Proficient in demand deposit accounts, checks, documentation procedures and teller departments.
- Took in-bound calls, providing procedural support and resources to branch employees.
Branch Product Support Representative
Wells Fargo
Billings
01.2020 - 12.2022
- Maintained friendly and professional customer interactions.
- Trained all New-Hires in the Nest
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Proficient in SVP, Hogan, OIB, CIV, MARS, DIPR, CCN, ACH History System, CLAIMS, CCRS, AXCIS, RE15, PIXA, NICE, IC and Jabber.
- Proficient in demand deposit accounts, checks, documentation procedures and teller departments.
- Took in-bound calls, providing procedural support and resources to branch employees
Customer Service Associate
MasterLube
Billings
07.2016 - 12.2019
- Identified transaction errors when debits and credits did not balance.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Learned hood and pit positions and provided backup at key times.
Education
Bachelor of Science - Business Marketing And Management
Montana State University
Billings, MTSkills
- Information processing and data entry
- Financial statement analysis
- Customer satisfaction and loyalty
- Team collaboration
- Transaction management
- Positive demeanor under pressure
- Issue resolution and complaint handling
- Understanding customer needs
- Critical thinking skills
- Detail-oriented efficiency
- Call documentation and follow-up
- Relationship building with customers
- Social media marketing strategies
- Hootsuite proficiency
- Loan processing expertise
- Regulatory compliance knowledge
- Training and development facilitation
- Adaptable sales techniques
References
References available upon request.
Volunteer Experience
Toys for Tots 2020-current
Certification
- Notary - 2024
- Social Media Marketing, Hootsuite - 2022
Timeline
Member Experience Consultant II
Black Hills FCU
08.2024 - Current
Senior Escalation Representative
Wells Fargo
12.2022 - 07.2024
Branch Product Support Representative
Wells Fargo
01.2020 - 12.2022
Customer Service Associate
MasterLube
07.2016 - 12.2019
Bachelor of Science - Business Marketing And Management
Montana State University