Erica Powell
Memphis,TN
Summary
Adept at fostering strong relationships and solving analytical problems, I elevated customer satisfaction and fraud resolution efficiency at FAA Federal Credit Union. With proven leadership and organizational skills, I led teams to exceed sales goals and implement vital policies, significantly enhancing operational success.
Overview
9
9
years of professional experience
Work History
Card Operations Manager
FAA Federal Credit Union
02.2019 - Current
- Deliver outstanding customer service by addressing needs and concerns promptly.
- Serve as primary contact for client communications.
- Develop, implement and maintain departmental policies and procedures to ensure success for our team
- Examine and identify high risk transactions to resolve fraud cases
- Documents the facts and evidence obtained to ensure that appropriate information will result in dispute resolution
- Extracts and analyzes pertinent statistics concerning dispute claims
- Inputs information to update monitoring systems used in support of fraud trends
Branch Manager
FAA Federal Credit Union
06.2017 - 02.2019
- Respond to member inquiries in a timely and professional manner.
- Assist in developing strategies to increase customer satisfaction.
- Provide direction, training, and supervision to the Member Service/Teller staff.
- Audit the branch to ensure conformity with Credit Union policy, procedures, safety and security issues, regulatory compliance, and physical appearance standards.
- Examine and monitor loan documents, and log the status of loans, including maintaining pre-approval files; verify the status of loan funding.
Teller III
FAA Federal Credit Union
10.2015 - 06.2017
- Develop the MSRs in sales, technical, and people skills.
- Ensure adequate staffing for efficient branch operation.
- Coaching to meet branch and individual sales goals.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Verified customers' identification to ensure compliance with laws and regulations.
- Assisted customers in opening new accounts and completing required paperwork.
- Researched discrepancies between actual cash amounts and records of transactions for accuracy.
Education
Bachelor - Business Administration, Management
Tennessee State University
Skills
- Relationship Building
- Strong Organizational Skills
- Effective Team Collaboration
- Effective Leadership
- Analytical Problem Solving
Timeline
Card Operations Manager
FAA Federal Credit Union
02.2019 - Current
Branch Manager
FAA Federal Credit Union
06.2017 - 02.2019
Teller III
FAA Federal Credit Union
10.2015 - 06.2017
Bachelor - Business Administration, Management
Tennessee State University
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