DeAnna Salter
Milton,FL
Summary
Enthusiastic financial management professional highly effective at working with members of all levels and backgrounds. Friendly and personable with adaptable approach. Exceptional knowledge in financial management.
Highly motivated person with experience advising members on budgeting strategies, retirement planning and financial planning. Strong background in understanding financial needs, financial products and risk management. Proven track record in helping members meet financial goals through sound advice and effective management.
Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances member experiences by employing service-oriented behaviors, understanding member desires, ad providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Personal Finance Management Counselor
Navy Federal Credit Union
10.2020 - Current
- Assisted members in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Maintained accurate documentation of member interactions, assessments, and progress notes for effective case management.
- Educated members on available community resources, fostering a sense of empowerment and self-sufficiency.
- Improved member satisfaction through communication, empathy, and understanding of their unique challenges.
- Guided members in developing skills and strategies for dealing with financial problems.
- Contributed to a supportive work environment by sharing knowledge, resources, and new findings within the counseling field.
- Communicated closely with other counselors to devise programs and activities based on developmental strategies.
- Participated in ongoing professional development trainings to remain current on best practices for financial counseling.
- Developed individualized counseling plans for members to incorporate short-term and long-term goals.
- Served as a mentor for new hires, to help demonstrate effective communication and problem-solving skills.
- Enhanced peer understanding by providing one-on-one mentoring and support.
- Team Engagement Champion
- Quality Assurance recognition Ace Cards multiple months
Senior Collection Member Service Representative
Navy Federal Credit Union
04.2012 - 10.2020
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
- Utilized advanced skip-tracing techniques to locate hard-to-find members, increasing the likelihood of successful collections efforts.
- Maintained strict confidentiality of sensitive member information, adhering to company policies and industry regulations regarding data privacy.
- Improved member satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting member rights.
- Supported continuous improvement initiatives by actively contributing ideas for process enhancements that would drive better results in collections operations.
- Developed strong relationships with members through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
- Enhanced overall team performance through active participation in training sessions, sharing best practices, and providing constructive feedback to colleagues.
- Proficiently managed a high-volume workload of inbound calls from members seeking assistance with their past-due balances.
Skills
- Building rapport
- Member Advocacy
- Financial counseling
- Team Collaboration
- Decision-Making
- Conflict Resolution
- Regulatory Compliance
- Empathy Development
Timeline
Personal Finance Management Counselor
Navy Federal Credit Union
10.2020 - Current
Senior Collection Member Service Representative
Navy Federal Credit Union
04.2012 - 10.2020