ARIEL BOATMAN
Pensacola,FL
Summary
Experienced Account Services professional with 5+ years at Navy Federal Credit Union. Trusted to provide procedural guidance, support teammates, and deliver teach-back presentations that help simplify complex processes. Committed to continuous learning, collaboration, and exceptional member service
Overview
5
5
years of professional experience
Work History
MSR III
Navy Federal Credit Union
07.2024 - Current
- Collaborate with internal teams to streamline processes and improve overall member experience.
- Assist team members by sharing insights on effective problem solving and customer service techniques.
- Selected for the IGA Assist Line, providing real-time coaching and procedural guidance to MSRs during live member interactions
- Create and deliver PowerPoint-based teach-back sessions during team meetings to share best practices, and enhance team knowledge retention.
- Facilitate knowledge transfer to peers by explaining complex policies, procedures, and account servicing concepts in a clear and effective manner
- Contribute to a collaborative learning environment by encouraging peer development, sharing expertise, and supporting continuous improvement initiatives.
- Serve as a trusted subject matter expert, assisting team members daily with account services procedures, member concerns, and operational processes
- Skilled at working independently and collaboratively in a team environment.
MSR II
Navy Federal Credit Union
06.2021 - 07.2024
- Provide exceptional customer service by addressing member inquiries, resolving account discrepancies, and offering guidance on digital banking tools.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Managed member inquiries, providing timely and accurate information to enhance customer satisfaction.
- Led initiatives to implement feedback systems, ensuring continuous improvement in service delivery standards.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Strengthened communication skills through regular interactions with others.
Education
High School Diploma -
Pensacola State College
05.2021
Skills
- Attention to detail & problem solving
- Problem resolution
- Time Management & Multitasking
- Navigation Trainer
- Fast paced learner
- Technical proficiency
- Documentation & Reporting
- Efficient in Identifying trends
- IGA Assist Line Representative
- FICO Debit Card Skill
- Subject matter expertise in Account Services
- Ability to explain complex procedures clearly
Accomplishments
- Employee of the month
- Battle Buddy
- Engagement Ambassador
Timeline
MSR III
Navy Federal Credit Union
07.2024 - Current
MSR II
Navy Federal Credit Union
06.2021 - 07.2024
High School Diploma -
Pensacola State College