GENEVA CASTANEDA
Lynnwood,WA
Summary
Aspiration to take on new tasks with a willingness to overcome objections and challenges by focusing on developing personal skills. Works with enthusiasm throughout the day to deliver exceptional member experience to make deeper personal and professional connections to our members. More than 9 years of customer service demonstrating excellent interpersonal and communication skills. Successful team player by responding to and respecting different team interests, learning styles, and diversity in the workplace. Results-driven professional focused on delivering exceptional support for member needs. Successfully manages concerns and resolves conflicts to maximize member satisfaction. Offers strong background in customer relations and communication.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Member Service Representative III - MLO
Navy Federal Credit Union
08.2019 - Current
- Successfully prioritizes tasks to ensure all projects, responsibilities, and goals are accomplished before any deadlines while helping between 60-130 members per day
- Effectively manages branches appointment system to ensure scheduling is available up to 20 members per week to make specialized appointments
- Overcomes challenges through critical observations involving all aspects of the given situation and formulates quick viable solutions
- Achieves additional leadership skills through daily risk management by cash limit approvals, ATM processing, cash shipment and maintained compliance by upholding policies and procedures
- Organizes up to 3 weekly morning huddles by retrieving branch data to set daily goals, observe gaps, as well as provide recognition to other team member's successes
- Assists the Branch Leaders in team member coaching, providing opportunity feedback, and positive reinforcement where needed
- Possessed strong partnerships with Region Ambassadors, NFIS, Mortgage Loan Officers, etc.
- Focusing on member acquisition, deepening member relationships and personalizing their financial experience.
- Review and certify completion of 30 Quality Control Compliance activities. Ensuring that the reporting requirements are being met
- Adapt and flex to new ways of banking which fits Navy Federal's overall enterprise strategy
Building Coordinator
Recreational Sports Center
12.2018 - 05.2019
- Assisted leadership team with interviewing, carefully selecting, and onboarding 5 new team members during the hiring process
- Coordinated athletic events by working with my team of 8 to organize and construct all equipment needed to facilitate any scheduled event
- Reliably aided in the staffing needs of 4 different facility locations by traveling when requested and providing coverage
- Possessed strong communications skills by confidently articulating needs of the day, delegating tasks, problem solving and making adjustment where needed
- Maintained physical condition of all 4 facilities, applying available resources and personnel to achieve safe, clean, and functional environment.
Education
BA - Japanese Language and Culture, Business Foundations
University of Texas At Austin
Austin, TX05.2019
Skills
- Member correspondence
- Member financial education
- Workflow optimization
- Relationship building
- Account management
Accomplishments
- COBB Award, 2023, Received for Excellent Member Service
- Pilot initiative for eMessage roll out, 2021
Certification
- Licensed Notary - expires 12/17/2026
- Licensed Mortgage Loan Officer - 2023 - present
Cobb Award for excellent member service
The Cobb award is given to any branch with exceptional member service within four full quarters. Member satisfaction is 92% or above consistently.
Timeline
Member Service Representative III - MLO
Navy Federal Credit Union
08.2019 - Current
Building Coordinator
Recreational Sports Center
12.2018 - 05.2019
BA - Japanese Language and Culture, Business Foundations
University of Texas At Austin
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