Ashonna Franklin
Middleburg
Summary
Performance-driven professional with extensive experience in implementing established customer-facing procedures in fast-paced financial environments to achieve a positive customer experience. Adapt at interfacing with clients, processing and completing customer transactions while maintaining accuracy, completeness, and confidentiality. Demonstrated ability to cultivate and maintain long-term relationships through exceptional customer service, thus elevating company profile and driving organizational growth.
Overview
4
4
years of professional experience
Work History
Member Specialist
Navy Federal Credit Union
10.2022 - Current
- Exercise sound judgement and discretion while remaining compliant with well-defined limits and guidelines.
- Handle personal and business account transactions, open accounts, and process various types of loan applications.
- Identify member cues, ask open-ended discovery questions, and grow consumer and business relationships by identifying member needs.
- Understand and position consumer and business deposit, credit, insurance, and investment solutions appropriately.
- Resolve member problems independently, seeking to find ways to a "yes" whenever possible, and escalating more complex concerns.
- Actively lead by example through community service supporting the Navy Federal brand.
Collections Service Representative
ARS National Services
06.2021 - 10.2022
- Communicate with members, respond to inquiries, resolve complaints, identify needs and proffer suitable recommendation to influence decisions.
- Assist members in performing requested transactions such as internet banking, retrieving account history and facilitating loans.
- Manage, update and monitor member accounts in order to identify discrepancies and provide resolutions.
- Evaluate member eligibility using metrics, document inquiries, and maintain member records.
Loyalty And Technical Support
Citibank
09.2020 - 02.2021
- Manage inbound and outbound calls, and respond to inquiries, identify customer needs and provide adequate information to guide customers.
- Perform administrative functions such as filing, records management, data entry, and verifying payment information.
- Conduct research, perform routine inspections of alarm systems, identify and resolve attendant issues.
- Process payments, apply for credits, facilitate refunds, and maintain records of transactions.
Education
Associate of Science - Biology
Jersey College
Teterboro, NJ06-2022
High School Diploma -
Fleming Island High School
Fleming Island, FL05-2020
Skills
- Accounts Management
- Product Knowledge
- Sales Management
- Customer Relations
- Financial Management
- Records Management
- Compliance
CORE SKILLS & COMPETENCES
- Exceptional communication skills proven through the ability to interface with clients, respond swiftly to inquiries and perform accurate and efficient transactions.
- Proficient in verifying amounts and authenticity of checks/ share drafts and entering deposits into records.
- Highly skilled in processing withdrawals, verifying signatures and member balances and processing payouts.
- In-depth knowledge of product, services, policies, and robbery regulations, utilizing knowledge in providing exceptional services to members.
- Ability to generate receipts, research and resolve discrepancies, balance drawers, and reconcile amounts to ensure accuracy and completeness.
- Solid critical thinking, analytical, and decision-making skills to implement quality initiatives; detail-oriented.
Languages
English
Full Professional
Timeline
Member Specialist
Navy Federal Credit Union
10.2022 - Current
Collections Service Representative
ARS National Services
06.2021 - 10.2022
Loyalty And Technical Support
Citibank
09.2020 - 02.2021
Associate of Science - Biology
Jersey College
High School Diploma -
Fleming Island High School
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