David Brown
Selkirk,NY
Summary
Accomplished Member Advocate delivering personalized support to enhance member experience. Expertise in resolving complex banking inquiries and improving operational efficiency through empathetic communication and proactive solutions.
Overview
12
12
years of professional experience
Work History
Member Advocate
DuGood Federal Credit Union
Beaumont, TX
03.2025 - 05.2026
- Served as primary point of contact for credit union members, delivering personalized assistance through inbound calls to resolve complex banking inquiries and enhance member experience.
- Investigated sensitive fraud cases, safeguarding member security and reducing financial risk for the institution.
- Achieved high member satisfaction by offering empathetic support and clear communication on credit union policies.
- Acted as a dedicated problem-solver, navigating internal systems to address account discrepancies and service challenges efficiently.
- Guided members through digital banking tools and electronic services.
- Handled member transactions accurately using banking software and systems.
- Processed membership applications, renewals, changes, and cancellations.
- Ensured compliance with industry regulations related to customer service.
Associate Customer Service Representative
Wells Fargo
Phoenix, USA
10.2023 - 12.2023
- Delivered prompt, friendly service to resolve questions and service complaints, enhancing customer satisfaction.
- Resolved customer issues through clear communication and problem-solving, improving overall service experience.
- Managed escalated customer complaints with professionalism and empathy, ensuring positive resolutions.
- Anticipated needs and resolved problems to keep customers happy.
- Built trusting relationship with customers to better understand needs.
- Assisted customers with account inquiries and transaction processing.
- Documented, researched and resolved customer service issues.
- Utilized internal systems to track customer interactions and feedback efficiently.
Member Advocate for the Office of the CEO
USAA Federal Savings Bank
Phoenix, USA
07.2019 - 07.2023
- Engaged with bank members to address issues raised by executive-level membership, ensuring expedient resolution and high member satisfaction.
- Responded to executive communications addressed to the CEO and executive team members.
- Resolved high volume of inbound cases, surpassing regulatory guidelines for case completion.
- Collaborated with business partners to identify and adjust processes that enhanced member service and protected the association.
- Supported fellow Member Advocates by managing their workload and handling complex cases.
- 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
Phoenix, USA
07.2016 - 07.2019
- Demonstrated high proficiency in deposit and credit card bank servicing, acquisitions, and mobile pay, enhancing customer experience.
- Achieved metrics that consistently exceeded goals since gaining proficiency in current role, contributing to overall team success.
- Administered fraud prevention and training program for frontline bank agents, improving their ability to identify and prevent mobile pay 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.
- Processed new account openings and modified existing account details for customers.
- Investigated and resolved account issues for customers.
- Recognized as Employee of the Month for outstanding performance in April 2017.
Internet Account Coordinator
Oakwood Worldwide
Phoenix, USA
03.2014 - 07.2016
- Collaborated with diverse guests to identify housing solutions tailored to individual needs, enhancing guest satisfaction.
- Received inbound calls and emails to assist guests with temporary housing placements, ensuring timely and appropriate accommodations.
- Contributed to process improvements for company systems, including Jabber and Cisco EIM, streamlining communication and support.
Education
High School Diploma - Professional Development: Business Academy Scholar
Ocean View High School
Huntington Beach, CA06-2006
Skills
- Client Relationship Management
- Customer Advocacy
- Customer service
- Quality assurance
- Process Improvement
- Regulatory Awareness
- Analytical thinking
- Problem solving
- Budget Monitoring
- Industry Expertise
- Microsoft Office proficiency
- Interpersonal Communication
Timeline
Member Advocate
DuGood Federal Credit Union
03.2025 - 05.2026
Associate Customer Service Representative
Wells Fargo
10.2023 - 12.2023
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 - Professional Development: Business Academy Scholar
Ocean View High School