Liz Rafferty-Brown
East Lansing
Summary
Results-driven individual with expertise in employee training and process optimization. Enhanced member experiences through effective cross-department collaboration and problem-solving. Developed comprehensive documentation to drive efficiency and knowledge sharing across teams.
Top Five Clifton Strengths:
Communication; Activator; Restorative; Intellection; Woo
Overview
15
15
years of professional experience
1
1
Certification
Work History
Member Technical Support (MTS) Specialist
Michigan State University Federal Credit Union
East Lansing
03.2023 - Current
- Resolve reported issues from colleagues and members related to employee-facing systems and third-party applications.
- Support the Virtual Assistant Experience Design team by generating test sentences and offering insights as necessary.
- Maintained detailed records of member situations in Jira tickets for accurate issue tracking.
- Facilitated presentations to educate members and employees on app and website functionalities.
- Proposed enhancements for systems and app/website interfaces to promote seamless user experiences.
- Developed and refined MTS documentation, analyzing materials for potential improvements.
eServices Specialist/Loan Officer
Michigan State University Federal Credit Union
East Lansing
07.2016 - 03.2023
- Processed new account and loan applications submitted through online portals, ensuring alignment with the Credit Union's mission statement
- Assisted members and prospective members through various channels on all aspects of the Credit Union, enhancing their understanding of products and services
- Acted as a key resource for colleagues across multiple departments, providing guidance on various inquiries related to eServices.
Business Services Specialist
Michigan State University Federal Credit Union
East Lansing
05.2011 - 07.2016
- Mentored and trained new Business Services Specialists, improving their judgment and confidence in managing daily tasks
- Assisted members, prospective members, and colleagues via telephone, in-person, eMessage, and Outlook with procedures for opening and maintaining business accounts, enhancing their understanding and satisfaction
- Developed 27 CU Info documents to support Business Service’s suite of products, improving accessibility of information for team and clients
Credit Union Associate
Michigan State University Federal Credit Union
East Lansing
03.2011 - 05.2011
- Assisted members under supervision, performing a range of financial transactions using the in-house computer system; addressed inquiries in person and via telephone about accounts and Credit Union services.
- Facilitated member account openings and updates for credit union services.
- Assisted members with inquiries regarding loan products and account features.
- Processed transactions accurately and efficiently at service counters.
Education
Bachelor of Arts - Department of Telecommunication
Michigan State University
East Lansing, MI12-2003
Skills
- Data analysis
- Problem solving
- Process optimization
- Training documentation
- Cross-department collaboration
- Effective communication
- Knowledge sharing
- Attention to detail
- Self-motivation
Certification
02/2025
Certified Associate in Project Management, granted by the Project Management Institute
Certified Associate in Project Management, granted by the Project Management Institute
Timeline
Member Technical Support (MTS) Specialist
Michigan State University Federal Credit Union
03.2023 - Current
eServices Specialist/Loan Officer
Michigan State University Federal Credit Union
07.2016 - 03.2023
Business Services Specialist
Michigan State University Federal Credit Union
05.2011 - 07.2016
Credit Union Associate
Michigan State University Federal Credit Union
03.2011 - 05.2011
Bachelor of Arts - Department of Telecommunication
Michigan State University