David Brown
Newcastle,WA
Summary
Accomplished Member Advocate that is well-versed in assessing risk, developing solutions and implementing positive changes to achieve sustainability and growth in challenging market conditions. Adept at building and strengthening business and customer relationships.
Overview
9
9
years of professional experience
Work History
Member Advocate for the Office of the CEO
USAA Federal Savings Bank
07.2019 - 07.2023
- Answered Executive level communications directed at CEO and any other member of the Executive team.
- Worked with Business Partners to identify risk adjust process and procedure to better serve members and protect the association.
- Assisted other Member Advocates with their workload and was a point of contact for difficult or complex cases.
- Resolved high volume of inbound cases and far exceeded regulatory guidelines for case completion.
- Worked directly with bank members who communicated directly to executive level membership to resolve bank issues expediently and efficiently with high level of satisfaction from members.
- Met and exceeded quota totals for case completion of 40-60 per month with high member satisfaction score while maintaining regulatory requirements for case handling.
Banking Specialist
USAA Federal Savings Bank
07.2016 - 07.2019
- High proficiency in skills obtained including Deposit and Credit Card Bank servicing, Acquisitions, and Mobile Pay.
- Employee of the month for April 2017.
- Metrics far exceeding goals for most months since I gained proficiency in current job role.
- Administered fraud prevention and training program for frontline bank agents to identify and prevent Mobile Pay bank fraud.
- Instrumental in working with Business Partners to identify and change Regulation E process handling from bank front line to streamline and grow the process to the new size of the bank as previous process was found to not scale with the growing number of members.
- Opened new accounts and made changes to existing accounts.
- Investigated and resolved account issues by offering applicable options to customers.
Internet Account Coordinator
Oakwood Worldwide
03.2014 - 07.2016
- Receiving inbound calls and emails, assisting guests in temporary housing placements.
- Working with a wide variety of guests to find the best housing that meets their individual needs.
- Helping to improve and innovate company processes that include Jabber and Cisco EIM
Education
High School Diploma -
Ocean View High School
Huntington Beach, CA06.2006
Skills
- Business Consulting
- Financial Management
- Effective Communicator and Public Speaker
- Attention to Quality
- Analytical and Critical Thinker
- Industry Expertise
- Process Improvement
- Leadership and People Development
- Proficient in Microsoft Word and Excel
- Expert at navigating Portal, Slack, and Sales Force
Timeline
Member Advocate for the Office of the CEO
USAA Federal Savings Bank
07.2019 - 07.2023
Banking Specialist
USAA Federal Savings Bank
07.2016 - 07.2019
Internet Account Coordinator
Oakwood Worldwide
03.2014 - 07.2016
High School Diploma -
Ocean View High School