Katelin Johnson

Member Service Representative

Navy Federal Credit Union

05.2019 - Current

Exceptional Member Experience champion who drives results for positive member experiences by evaluating branch operations trends, regional data points, branch observations and formulates actionable plans to increase productivity and service.
Mentors team members by coaching best practices and conducting meet’s observations Identifying areas of opportunity with action plans for improvement.
Digital Service Expert, confidently encourages the team to educate members on our digital channels
·Provides ongoing support to mentees and peers with IDP documents and SMART goal setting for their professional development
·Change agent who drives and supports innovative ideas and employee empowerment through pilots, open forums, employee voice ect.
Serves as a trusted partner responsible for engaging team to ensure a member-centric environment for members while assisting them on their financial journey
Resolves complex situations with members' accounts by collaborating with other BOD/CCO departments.
Exhibits high level of time management skills and maintains multiple priorities and collateral duties
Member Education Champion that is very engaged with regional financial literacy
Proficient in cash operations, maintaining and operating the vault and ATM
Builds and maintains relationships cross departmentally with team members, management, key stakeholders, and other Team AGILE Champions to drive insights and initiatives across Navy Federal
Reviews policy and procedural practices at the branch and brings inconsistencies to the forefront of her team’s conversations during morning huddles and other mediums
Serves as an IRA/Trust Specialist assisting members with complex IRA needs and educates the team on IRA products and pertinent updates, as needed