Alexandra Swiatkowski
Virginia Beach,VA
Summary
Personable and dedicated Member Service Representative with extensive experience im the financial industry. Exemplary team player with positive attitude and proven skill in establishing rapport with clients. Motivated to maintain member satisfaction and contribute to team, region and enterprise success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating enterprise strategy.
Overview
17
17
years of professional experience
Work History
Member Service Representative II
Navy Federal Credit Union
Virginia Beach, VA
08.2022 - Current
- Consistently connects with our members, building long lasting relationships and helping them reach their financial goals through education and utilization of our products and resources
- Recipient of the Strategy Appreciation Award: Member Centric by Christie Selby for being top 2023 TNE Q1 VIP Financial Health on June 29, 2023
- Achieved Vault/ATM custodian authority within 1 year in role
- Achieved Level One Authority within 6 months in role
- Serves as notary public for both branches
- Chosen as 1 of 2 to lead the new Financial Planning (SBD Savings by Design) Pilot for the entire Tidewater Region as well as leading the Coconut Pilot at out branch with my fellow teammate
- Member Education Champion for the OCN/DNK branches
- Completed Exploring Leadership and Pursuing Leadership classes
- Attended the following on-base and community events, providing support and member education:
- NAS Oceana MWR Spring 5k
- Corporate Landing Elementary School financial education presentation (Savings) to the first-grade class
- MAT Presentations for Navy and Marine Corps members in training: Fraud, Credit, Auto Loans, Savings and Budgeting
- INDOC presentations for members of the Navy transferring to NAS Oceana
- Navy Federal Health Fair at the North Landing branch
- NAS Oceana MWR Halloween Pumpkin Patch and Movie Event 7
- NAS Oceana MWR Pumpkin Patch 5K
- Created “Navy Federal Remembers” volunteer charity food drive for homeless veterans partnering with the VA Center for Development & Civic Engagement at the Hampton VA Medical Center, which was approved by Tidewater Market Community Service Committee to go region wide for the entire month of November in honor of Veteran's Day and remained the main point of contact for the project
- All 7's BES scores: 7
- Maintains consistent flexibility, transitioning seamlessly between teller and platform as well as between branches and changes in schedule due to the needs of the branch
- Proactive in collaborating with leadership to establish goals, eliciting feedback and career growth planning
- Consistently utilizes my 10+ years’ experience in banking and leadership as well as our eNet resources to offer well-informed, up to date solutions to our members' financial education and wellness to help them reach their goals
- Maintains calm and confidence when discussing members' financial goals and issues, consulting resources as well as appropriate departments to resolve the matter at hand for the best possible outcome for the member
- Takes personal responsibility for my decisions and actions by coming forward to leadership with any issue that I have, taking accountability, recognizing the issue and what needs to be changed moving forward
- Proactive in taking accountability and eliciting feedback from my leadership
- Exhibits courageous communication by sharing my knowledge of member service and experience from my many years of experience in the financial industry and leadership
- Trusted advisor to my fellow team members
Home Lending Advocate (Mortgage Processor)-Contract
Apex Systems
Remote
04.2021 - 07.2021
- Guides the borrower through the buying process
- Administer loan applications
- Assemble loan documents
- Review all loans and registrations for completeness and accuracy
- Provide and collect financial documents for underwriters
- Act as clients’ main point of contact throughout the entire mortgage process
- Determine the initial potential for qualification by evaluating credit history, income levels, and assets
- Meet the deadlines required for loan application
- Correct any errors in applications
- Check clients checking and savings accounts, monthly bills, and debts i.e
- Student loans and car loans
- Managing real estate loan documentation
- Ensuring compliance with banking regulations
- Submitting a detailed loan package to the Underwriting department.
Branch Banker- Universal
PNC Bank
Louisville, KY
09.2019 - 07.2021
- Manages the customer experience by identifying opportunities to improve a customer’s financial wellbeing and create loyalty while increasing share of wallet
- From a variety of customer interactions, participates in proactive sales and service activities and identifies referral opportunities
- Collaborates with ecosystem partners to grow customer’s share of wallet
- Positions PNC solutions to drive new revenue and customer loyalty
- Drives proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty
- Delivers a full PNC conversation with every client interaction to identify appropriate PNC solutions
- Leverages ecosystem partnerships to acquire, expand and retain relationships
- Creates customer loyalty and grows customer share of wallet through a differentiated customer experience
- Performs lobby engagement activities to connect with customers and position PNC products to meet their needs
- Educates customers on options for managing financial transactions by leveraging technology, tools and resources
- Applies product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty
- Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits
- Demonstrates a heightened scrutiny to identify and avoid loss
- Ensures teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner.
Quality Control Supervisor
ProTech Quality Solutions
Shelbyville, Kentucky
09.2017 - 08.2019
- Responsible for coordinating, training, and supervising a team of Quality Control Inspector(s) and Quality Control Team Leader(s) in the sorting, inspecting, testing, and rework of materials, components, subassemblies, and finished products consistent with established standards, customer specifications and service goals at multiple locations that run concurrently
- Assure customer and company standards are maintained and product integrity is preserved throughout all inspection procedures by knowing and adhering to the identified standards of safety and quality
- Interacts with Suppliers/Customers and Plant Contacts to set up and manage jobs from initiation to completion
- Ensures a high level of internal and external customer service by interacting with Customer Representatives and Pro Tech Group Personnel in a courteous and tactful manner
- Investigates (and corrects) customer issues and complaints relating to quality process issues
- Assures company, and customer, standards are maintained, and product integrity is preserved throughout all inspection procedures by knowing and adhering to the identified standards of safety and quality
- Conducts periodic ‘Spot Audits’ in accordance with continuous improvement initiatives and guidelines
- Assures company, and customer policies, such as safety, dress code, code of conduct, etc
- Are maintained and followed
- Reports, using identified documentation forms and procedures, any incident(s) of employee misconduct or policy violation(s) to the Human Resources Department and/or Operations Manager
- Addresses Company Policy violations with Personnel in a tactful and expedient manner while minimizing service disruption
- Performs visual and dimensional inspections and/or tests materials, components, subassemblies, and/or finished product for defects per written Work Instructions
- Uses various diagnostic equipment, including but not limited to, Go-no-go gauges, standard gauges, plug gauges, pin gauges, and micrometers, needed to perform inspection and/or test where identified
- Uses standardized, and in some instances specialized, rework equipment, including but not limited to, calipers, hand drills, drill presses, grinders, cutting tools, crimpers, pliers, files, and other hand-held tools where identified.
Assistance Branch Manager
JP Morgan Chase Bank
Lexington, Kentucky
10.2008 - 11.2013
- Responsible for all aspects of branch operations, including loss control, compliance and audit standards
- Scheduling of all branch employees to ensure the highest level of customer service to meet our customers’ needs
- Management of branch cash shipments in and out weekly including vault and ATM
- Work with the branch manager to set the tone of the branch environment to provide an exceptional customer experience
- Customer service training and monitoring of all tellers, ensuring that our customers receive the highest level of customer service
- Ensured all customer financial transactions were completed accurately and efficiently, while complying with all policies, procedures and regulatory banking requirements
- Managed all corrective action, coaching and counseling (both verbal and written) of the teller line.
Mortgage Banker
Advent Mortgage, LLC
Lexington, Kentucky
10.2007 - 07.2008
- Effectively used leads and sales to acquire new customers
- Recommended loan solutions in accordance with guidelines and clients’ requirements
- Developed and prepared loan solutions, explaining in detail every aspect of the customer’s loan
- Collected and reviewed all loan documents to ensure compliance
- Managed customer pipeline to efficiency
- Processed loan documents and requested any stipulations required
- Built great relationships with my customers and guided them through every step of the loan process from beginning until closing.
Loan Officer
U.S. Equity Mortgage, LLC
Louisville, KY
10.2006 - 10.2007
- Effectively used leads and sales to acquire new customers
- Recommended loan solutions in accordance with guidelines and clients’ requirements
- Developed and prepared loan solutions, explaining in detail every aspect of the customer’s loan
- Collected and reviewed all loan documents to ensure compliance
- Managed customer pipeline to efficiency
- Processed loan documents and requested any stipulations required
- Built great relationships with my customers and guided them through every step of the loan process from beginning until closing.
Education
Business Economics and Public Policy -
Indiana University Southeast
01.2010
Business Management -
University of Kentucky
01.2009
Advanced High School Diploma -
The Louisville Collegiate School
01.2005
Skills
- Leadership
- Member Support
- Member Service
- Team Development
- Enterprise Strategy
- Performance Improvement
- Member Relationship Building
- Account Servicing
- Growth and Retention
- Issue Resolution
- Quality Control
- Sales
References
References upon request
Timeline
Member Service Representative II
Navy Federal Credit Union
08.2022 - Current
Home Lending Advocate (Mortgage Processor)-Contract
Apex Systems
04.2021 - 07.2021
Branch Banker- Universal
PNC Bank
09.2019 - 07.2021
Quality Control Supervisor
ProTech Quality Solutions
09.2017 - 08.2019
Assistance Branch Manager
JP Morgan Chase Bank
10.2008 - 11.2013
Mortgage Banker
Advent Mortgage, LLC
10.2007 - 07.2008
Loan Officer
U.S. Equity Mortgage, LLC
10.2006 - 10.2007
Business Economics and Public Policy -
Indiana University Southeast
Business Management -
University of Kentucky
Advanced High School Diploma -
The Louisville Collegiate School