Bobbie Rodriguez
Clarksville,TN
Summary
I have proudly served in the banking industry for 18 years, with 7 years leadership experience at NFCU. I can say my true passion is mentoring and outreach. I have used this passion to guide others in their career goals and support NFCU in their strategic initiatives. My objective to obtaining this position would be to bring my experience and passion to the North Clarksville AM role;be a servant leader to a team through empowerment and enhancing their growth mindset.
Overview
12
12
years of professional experience
Work History
Senior Member Service Representative
Navy Federal Credit Union
10.2022 - Current
- Improved member satisfaction by promptly addressing concerns and providing efficient solutions.
- Mentoring and support collateral duty champions to create a positive team experience
- Help the branch exceed BOD BES Goal of 95% achieving 11 months at 100% ending the year at 99%
- Mentor/onboard three new hires in branch, mentor across the market as well as mentoring two MSR's in the region and one in the Mid Atlantic region.
- Demonstrated commitment to excellence in member service by consistently meeting or exceeding performance targets.
- Enhanced team productivity, effectively delegating tasks to ensure smooth operations.
- Strengthened relationships with members through personalized interactions and attentive service.
- Reduced wait times by efficiently communicating best practices for member interactions at the greeter station; offering warm transfers or use of digital channels
- Identified opportunities for upselling products and services, contributing to business growth goals.
- Collaborated with cross-functional teams to implement process improvements, streamlining workflows for optimal efficiency.( Live Assist Webex )
- Actively listen to team members to develop innovative solutions for work place challenges.( New 1:1 form)
- Facilitate training during staff meetings to foster open communication, teamwork, and feedback exchange among team members.( Grow series, Round robbin discussion on empowerment)
Member Service Representative
Navy Federal Credit Union
04.2019 - 10.2022
- Contributed to branch sales goals by effectively cross-selling credit union products and services. Staying in the top three for branch stats monthly.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Contribute to positive and supportive work environment using huddles as a way to provide educational fun.
- Receive excellent member feedback either verbally or through receiving high BES scores
- Takes ownership for tasks and resolves any issues that may arise.
- Maintains schedules for outreach events
- Mentors others on completion for Marketing newsletter
- Provide mentoring to team on TCR audit operations
Assistant Branch Manager
Navy Federal Credit Union
12.2015 - 04.2019
- Onboard and Trained New SBO resulting in SBO receiving SSP during first year.
- Write and process 10 annual performance reviews prior to final submission.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Streamlined branch operations for increased efficiency through implementation of new processes and procedures.
- Supported Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Developed strong relationships with key clients, contributing to significant growth in business revenue.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Conducted regular one on one's for staff members, providing constructive feedback for professional development and growth.
- Conducting regular audits on cash drawers, ATM's TCR's and BVB.
- Led monthly team meetings focusing on progress updates, goal-setting sessions, best practices sharing and collaborative problem solving.
SBO
Navy Federal Credit Union
05.2013 - 12.2015
- Skilled at working independently and collaboratively in team environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations. Worked well in team setting, providing support and guidance.
- Served as Mortgage Mentor Regional collateral duty champion- providing new avenue for MSR's to ask questions.
- Assisted in creating Mortgage Mentor Expectations
- Served on I360 Regional Collateral team ensuring updates were sent quarterly.
- Became MAQ POC for market in 2017 creating new outreach opportunities. (Nashville July 4th celebration)
- Mentored junior team members, fostering culture of continuous learning and professional development.
- Assisted in recruitment efforts by participating in interviews and evaluating candidates based on predefined criteria for various roles within branch operations team.
- Engaged employees in business processes with positive motivational techniques.
Member Service Representative
Navy Federal Credit Union
03.2012 - 05.2013
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Consistently receive high branch onboarding numbers
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Supported onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Jr Loan authority, decisioning loans within lending guidelines.
- MLO, taking mortgage applications and staying in compliance with all regulations, maintaining member confidence.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
Education
Connect U
Top Gun Presentation; Patrick Houlahan
Skills
- Relationship Building
- Clear and Concise Communication
- Team Training/ Mentoring
- De-Escalating Member Situations
- Strategic Planning
- Product and service knowledge
- Administrative Support
- Role Modeling
- Newsletter creation
- Volunteer Management
- Community Outreach Expertise
- Strong team-builder
- Approachable
- Training and Development
Timeline
Senior Member Service Representative
Navy Federal Credit Union
10.2022 - Current
Member Service Representative
Navy Federal Credit Union
04.2019 - 10.2022
Assistant Branch Manager
Navy Federal Credit Union
12.2015 - 04.2019
SBO
Navy Federal Credit Union
05.2013 - 12.2015
Member Service Representative
Navy Federal Credit Union
03.2012 - 05.2013
Connect U
Top Gun Presentation; Patrick Houlahan
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