LISA NEUKOM
Warren,OR
Summary
Results-driven Credit Union professional focused on delivering exceptional support for member needs utilizing experience and TMA. Successfully manages concerns and resolves conflicts to maximize member satisfaction and Credit Union growth. Offers strong background in customer relations and communication to support members while also supporting the Credit Union. Team player providing assistance and coaching to promote peer development. Focus on surpassing expectations and driving team success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Member Service Consultant II
Wauna Federal Credit Union
02.2021 - Current
- Provide technical support for online banking, password resets, locked accounts, and transaction troubleshooting.
- Vault Teller - responsible for processing all vault related transactions including, but not limited to, cash requests, and transfers ensuring Vault is in balance throughout the day and close of business
- CIB and CRB Teller-Process transactions for Cash Intensive Businesses (CIB) and Cannabis Related Businesses (CRB) with high level of accuracy.
- Foster strong sense of synergy between CIB/CRB members and back office to ensure member satisfaction and Compliance with Regulatory Standards,
- Develop strong rapport with members through active listening skills and empathetic communication techniques.
- Support marketing initiatives by promoting special offers to new and existing members based on their specific needs and preferences.
- Educate members on various credit union products and services, promoting usage and maximizing member benefits.
- Enhance member satisfaction by addressing and resolving inquiries and problems in a timely manner.
- Assist with loan applications, ensuring all necessary documentation was collected and submitted accurately.
- Counsel members during emotionally challenging situations, offering empathy while maintaining professionalism.
- Inter-Departmental Cross Training to assist with Special Projects as needed throughout the Credit Union.
Commercial Insurance Underwriting Advocate II
Farmers Insurance
06.2014 - 07.2018
- Analyze, clarify, and resolve policy and account related questions/transactions from internal and external customers (agents)
- Respond to customer inquiries through appropriate mediums (fax, email, phone calls,etc.)
- Ensure that policy transactions are issued and changes are processed accurately and in a timely manner
- Objectively validates information provided for New Business, Endorsements and Renewal transactions
- Use correspondence, e-mail, and phone calls to gather and analyze necessary information critical to the underwriting function
- Review and evaluate underwriting tools including Real Quest, Dun and Bradstreet, MVRs, websites, product guides, loss control reports, premium audits, ISO loss costs, prior carrier loss runs and cost estimators to gain an understanding of the loss potential and appropriate price for the exposures presented.
Agency Office Manager
Farmers Insurance
09.2008 - 01.2011
- Prompt response inquiries regarding insurance availability, eligibility, coverages, policy changes, transfers, claim submissions, and billing clarification
- Provide prompt, accurate, and friendly customer service
- Created, maintained and updated filing systems for paper and electronic documents.
- Work with the Agent to establish and meet marketing goals
- Develop leads, schedule appointments, identify customer needs, and market appropriate products and services.
- Identify Cross Selling Opportunities to increase PIF and customer retention.
Education
Associates Degree - Applied Science -
Portland Community College
Portland, OR03.2014
Skills
- Self Motivated
- Patience and composure
- Staff Development
- Decision-Making
- Hiring and Training
- Goal-oriented mindset
- Customer Service
- Teamwork and Collaboration
- Staff Management
Certification
Oregon Notary Public
Accomplishments
- Wauna Credit Union - Employee of the Quarter - Q1 of 2022
- Farmers Insurance & Financial Services - Farmers Leadership Development Program
- Rising Star Recipient
- Fraud Fighter
Affiliations
- Scappoose JBO - Volunteer & Sponsor
- Amani Center - Volunteer & Sponsor
- Scappoose Senior Center - Volunteer
Timeline
Member Service Consultant II
Wauna Federal Credit Union
02.2021 - Current
Commercial Insurance Underwriting Advocate II
Farmers Insurance
06.2014 - 07.2018
Agency Office Manager
Farmers Insurance
09.2008 - 01.2011
Associates Degree - Applied Science -
Portland Community College
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