Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Lea Murphy

Troy

Summary

Dedicated banking professional with a strong foundation in account services, member relationship building, and financial education. Recognized for leadership through awards and peer mentoring, demonstrating commitment to team success and exceptional member service.

Overview

6
6
years of professional experience

Work History

CCO MSR III

Navy Federal Credit Union
Quantico
06.2025 - Current
  • Recognized for high performance after transitioning to CCO Account Services, earning the Q3 Salute to Service Award and SSP Award within the first 6 months.
  • Selected to expand skill set across Certificates, IRAs, and Account Services Peer Support, demonstrating strong working knowledge of MSR-CCO responsibilities and ability to support team operations.
  • Provide side-by-side mentoring and guidance to peers, including supporting 3 employees transitioning from branch to CCO, with a focus on building confidence with the change to a fully remote environment.
  • Actively contributes to process improvement efforts by identifying gaps and providing feedback that resulted in at least one completed manual update and additional updates in progress currently.
  • Support training and growth initiatives to support our active duty members by providing resources and real-life scenarios (including my personal PCS orders) to improve back-office and frontline team resources.
  • Recognizes the need to implement new tools and effectively spearheaded a competition leading to the team improving overall and individual Member Insights Viewed metrics.
  • Demonstrate effective communication and leadership by partnering with MSCCP and being a guest speaker in a Military Spouse Coffee Connect, as well as contributing to and appearing in a Military Appreciation Month marketing video.

MSR III

Navy Federal Credit Union
Quantico
11.2024 - 06.2025
  • Promoted in Nov 2024 and supported newer team member as first point of contact for procedural questions, team huddle partner, and growth mentor to enhance onboarding experience.
  • Led Coconut team and served as IRA and Trust Specialist while engaging in Community Service Council to drive community initiatives.

Branch IRA and Trust Specialist

Navy Federal Credit Union
Quantico
02.2024 - 06.2025
  • Began working as an IRA specialist in Feb 2024, making it a point to bridge the gap between branch and NFIS through this role.
  • Referred over 10 IRA members to NFIS for additional servicing within the first 6 months of working as an IRA Specialist.
  • Directly assisted NFIS with establishing 2 different members’ accounts.
  • Assisted daily in opening and servicing IRA and Trust accounts within branch.

MSR II

Navy Federal Credit Union
Quantico
03.2023 - 11.2024
  • Focused mostly on learning my basic role and the company culture at NFCU before seeking further growth opportunities as they presented themselves.
  • Became a Branch Coconut Lead, MSR New Hire Mentor, and IRA/Trust Specialist before first work anniversary.
  • Exceeds Expectations PAR in 2023 and 2024.

Customer Service Rep Float

Virginia Partners Bank
Fredericksburg
11.2021 - 03.2023
  • Provided staffing for assistant manager and teller positions at 4 different branches in the Fredericksburg and Reston, VA areas.
  • Established new customer personal and business accounts.
  • Regularly serviced functions pertaining to online banking, debit card services, loan processing, fee evaluations, among other actions.
  • Continued to perform all teller duties while also acting as branch leadership and head teller based on branch and team need.

Accounts Payable Clerk

Virginia Partners Bank
Fredericksburg
03.2021 - 03.2023
  • Processed all bills into the appropriate GL accounts.
  • Printed and mailed all payments on a weekly basis.
  • Processed new vendor and employee profiles to ensure prompt payment of approved invoices.

Part Time Teller

Virginia Partners Bank
Fredericksburg
04.2021 - 11.2021
  • Regularly processed over $40k in cash transactions by hand daily.
  • Acted as part of the vault custodian team ensuring shipment was processed timely and customer requests fulfilled, including foreign currency requests.

Assoc.Customer Solutions Rep

Alphatec Spine Inc
Carlsbad
07.2020 - 09.2020
  • Verified timely and accurate receipt of medical supplies by processing accounts receivable invoices.

Education

BACHELOR OF SCIENCE - Sustainable Supply Chain Management, History

Louisiana Tech University
05-2020

Skills

  • IRA and Trust Services
  • Customer relationship management
  • Cash Handling
  • Data entry and analytics
  • Microsoft proficiency
  • Planning and organization
  • Collaboration skills
  • Conflict Resolution

Hobbies and Interests

  • Volunteerism
  • Continuing education
  • Impactful Change

Timeline

CCO MSR III

Navy Federal Credit Union
06.2025 - Current

MSR III

Navy Federal Credit Union
11.2024 - 06.2025

Branch IRA and Trust Specialist

Navy Federal Credit Union
02.2024 - 06.2025

MSR II

Navy Federal Credit Union
03.2023 - 11.2024

Customer Service Rep Float

Virginia Partners Bank
11.2021 - 03.2023

Part Time Teller

Virginia Partners Bank
04.2021 - 11.2021

Accounts Payable Clerk

Virginia Partners Bank
03.2021 - 03.2023

Assoc.Customer Solutions Rep

Alphatec Spine Inc
07.2020 - 09.2020

BACHELOR OF SCIENCE - Sustainable Supply Chain Management, History

Louisiana Tech University
Lea Murphy