Ethan Rawson
Milton,FL
Summary
Detail-oriented financial services professional specializing in collections, member account management, and financial counseling. Expertise in managing delinquent accounts and resolving complex member issues while ensuring compliance with consumer protection laws. Strong leadership and mentoring capabilities contribute to team performance and high cure rates. Pursuing a Bachelor’s degree in Information Technology to enhance technical and analytical skills.
Overview
10
10
years of professional experience
Work History
MST Team Representative
Navy Federal Credit Union
12.2024 - Current
- Managed delinquent member accounts, resolving outstanding balances on credit cards and loan products.
- Analyzed account details and resolved delinquency while maintaining compliance with internal policies.
- Performed specialized account functions, including secured credit card management and resolution of credit-only fraud accounts.
- Maintain an organized personal workflow with minimal supervision to ensure all responsibilities are completed accurately and efficiently.
Delinquency Control Counselor IV (Fresh Turnover Department)
Navy Federal Credit Union
06.2022 - Current
- Managed delinquent consumer accounts to ensure compliance with federal and state consumer protection regulations, safeguarding both company and consumer interests.
- Maintained consistent call flow while managing assigned accounts, achieving required cycle penetration and facilitating account resolution.
- Independently track and organize account activity to ensure timely follow-ups and procedural compliance.
- Provided financial counseling and developed repayment strategies to assist members in restoring accounts to good standing.
Delinquency Control Counselor III
Navy Federal Credit Union
09.2019 - 06.2022
- Contacted delinquent members to resolve consumer credit and loan delinquencies, maintaining an average cure rate of approximately 80%.
- Counseled members on long-term financial solutions including repayment plans, loan modifications, refinances, deferral programs, and budgeting strategies.
- Reviewed account information and managed delinquent portfolios using TSYS, CACS, and CTORP.
- Mentored new team members on internal systems, procedures, and compliance guidelines to enhance team proficiency.
- Supported supervisors by completing special projects and preparing daily reports.
- Hosted and co-hosted team meetings to support operational communication and training.
- Awarded Member Service Award and Quarterly Collections Champion Award for performance excellence.
Member Service Representative I
Navy Federal Credit Union
09.2018 - 07.2019
- Processed member payments using internal financial systems including Acho, Speedpay, Card-Based Funding, and Internal Transfers.
- Maintained knowledge of transaction processing timelines and operational cut-off requirements to ensure timely and accurate member transactions.
- Assisted members in resolving account issues while maintaining a high level of professionalism and service.
- De-escalated complex member concerns through strong communication skills, facilitating identification of long-term financial solutions.
- Served as a dependable resource for peers on systems and internal processes, enhancing overall team effectiveness.
Lead Warehouse Associate
Jerry Pate Turf and Irrigation
08.2016 - 09.2018
- Managed shipping and receiving operations, ensuring timely freight loading, unloading, and accurate product selection.
- Supervised daily operations and performance of seven warehouse employees, fostering a collaborative team environment.
- Maintained efficient warehouse workflow, prioritizing accuracy and safety in all operations.
- Verified incoming shipments against bills of lading and packing lists to ensure accuracy in quantity, condition, and freight classification.
- Documented discrepancies and ensured proper freight documentation and driver acknowledgement.
Education
Bachelor of Science - Information Technology
Columbia Southern University
Orange Beach, AL07-2026
Associate Degree - Information Technology
Columbia Southern University
Orange Beach, AL01-2025
Skills
- Account Management & Collections
- Financial Counseling
- Consumer protection compliance
- Risk Management
- Payment Processing Systems
- Financial Systems: TSYS, CACS, CTORP
- Workflow organization
- Team leadership
- Conflict resolution
Timeline
MST Team Representative
Navy Federal Credit Union
12.2024 - Current
Delinquency Control Counselor IV (Fresh Turnover Department)
Navy Federal Credit Union
06.2022 - Current
Delinquency Control Counselor III
Navy Federal Credit Union
09.2019 - 06.2022
Member Service Representative I
Navy Federal Credit Union
09.2018 - 07.2019
Lead Warehouse Associate
Jerry Pate Turf and Irrigation
08.2016 - 09.2018
Bachelor of Science - Information Technology
Columbia Southern University
Associate Degree - Information Technology
Columbia Southern University