Malaika McFarlane
Atlanta,Georgia
Summary
Results-driven financial services professional with over 10 years of progressive experience in credit union operations, consumer lending, Member relationship management, and operational leadership. Proven success resolving complex Member issues, coaching employees, supporting sales initiatives, strengthening compliance, and improving operational efficiency in fast-paced financial environments. Recognized as a trusted resource for fraud prevention, account servicing, regulatory compliance, and employee development. Passionate about building high-performing teams, delivering exceptional Member experiences, and supporting branch growth through effective leadership, sound decision-making, and operational excellence.
Overview
2026
2026
years of professional experience
Work History
Contact Center Supervisor
Island Federal Credit Union
Hauppauge, New York
- Managed scheduling and staffing to meet customer demand and service levels.
- Supervise daily operations and workflow while ensuring accuracy, efficiency, and compliance standards are maintained.
- Review documentation and records for completeness and accuracy.
- Train and support staff on procedures, systems, and customer service standards.
- Resolve escalated client concerns while maintaining professionalism and confidentiality.
- Maintain organized records and documentation to support audits and operational compliance.
Contact Center Member Experience II
Island Federal Credit Union
Hauppauge, New York
01.2024 - 03.2025
- Deliver exceptional Member service by resolving complex account inquiries, escalated concerns, fraud cases, and operational issues while maintaining compliance with Credit Union policies and federal regulations.
- Perform advanced account servicing including account closures, stop payments, debit card servicing, profile maintenance, electronic banking support, and fraud documentation with a strong emphasis on accuracy and risk mitigation.
- Investigate debit card fraud claims from initiation through resolution, minimizing financial exposure while maintaining detailed documentation and regulatory compliance.
- Identify Member financial needs and recommend deposit accounts, consumer loans, credit cards, and digital banking solutions that strengthen relationships and contribute to organizational sales goals.
- Coach and mentor newly hired and existing employees by providing training on operational procedures, compliance requirements, Member service standards, and system navigation.
- Collaborate with leadership and internal departments to resolve operational challenges, improve workflow efficiency, and ensure consistent service delivery.
- Maintain confidential Member information while ensuring all documentation remains audit-ready and compliant with internal policies.
- Serve as a trusted resource for handling high-complexity Member situations requiring sound judgment, professionalism, and independent decision-making.
Call Center Representative II-Loans
Teachers Federal Credit Union
Hauppauge, NY
06.2023 - 01.2024
- Delivered high-quality service by assisting Members with consumer lending inquiries, loan servicing, deposits, withdrawals, and payment processing.
- Reviewed Member financial needs and recommended products and services that supported both Member goals and organizational sales objectives.
- Resolved escalated Member concerns while maintaining professionalism and strengthening Member relationships.
- Maintained accurate financial records while adhering to regulatory and operational guidelines.
- Consistently balanced Member satisfaction with operational efficiency in a fast-paced contact center environment.
Paraprofessional
Sandy Springs Middle Charter School
Sandy Springs, GA
01.2023 - 06.2023
- Applied positive reinforcement to redirect negative behaviors.
- Supplied one-on-one attention to each student during group activities.
- Handled clerical duties, managed classrooms and coordinated documents for teachers.
- Communicated and collaborated well with educators from various grade levels.
- Customized small group and individual classroom activities based on differentiated learning needs.
- Assisted with implementation of student's individualized IEP at discretion and direction of teachers and administrators.
Loan Processor
Crif Select
Atlanta, GA
01.2021 - 01.2023
- Point of contact for all dealerships in the north western region and escalation management.
- Coordinated approval or rejection of lines of credit on auto loans
- Build strong relationships with financial institutions, customers, and auto dealer partners to review loan terms and verify and retrieve additional loan documents
- Quality control
- Issued 20+ calls to respective loan applicants and financial institutions while intaking calls
- Data entry on new loans into the system
- Supervise all incoming mail and documents for verification information on data used to obtain any loan approval.
- Interviewed applicants to identify needs and evaluate eligibility for loans
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
Administrative Assistant Temp
Piedmont/Randstad
Atlanta, GA
02.2021 - 07.2021
- Supported daily operations for a high-volume healthcare facility serving approximately 2,000 patients daily.
- Scheduled appointments, maintained confidential patient records, and ensured HIPAA compliance.
- Assisted leadership with workflow coordination, documentation, and operational support while maintaining exceptional customer service.
Administration/Receptionist
Ellison Home Care
Islandia, NY
03.2017 - 07.2019
- Processed payroll while supporting Human Resources with onboarding documentation and benefits administration.
- Assisted more than 100 employees and clients daily while maintaining professionalism, confidentiality, and operational efficiency.
- Prepared payroll reports and maintained accurate employee records to support management decision-making.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
Customer Service Representative
Savvi Formalwear By Sarno And Son
Atlanta, GA
10.2017 - 10.2018
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Assisted 20+ stores with sales
Sales Associate/Manager
Wilsons Leather
Deer Park, NY
05.2014 - 08.2016
- Assisted with daily retail operations including employee supervision, scheduling, payroll, sales coaching, and inventory management.
- Generated more than $2,000 in daily sales through consultative selling and exceptional customer service.
- Coached team members on sales strategies, operational procedures, and customer engagement techniques.
- Analyzed sales performance and implemented strategies that improved revenue and customer satisfaction.
- Assisted with hiring, onboarding, and employee development while supporting overall store performance.
Education
Bachelor of Arts Degree - Psychology Minor Criminal, Justice
Clark Atlanta University
Atlanta, GASkills
- Leadership & Team Development: Staff coaching & mentoring , performance development, conflict resolution, team collaboration
- Branch Operations: Account maintenance, workflow improvement, audit readiness, policy & procedure implementation
- Lending & Member Services: Consumer Lending , cross-selling financial products, member relationship management, digital banking support, loan servicing
- Risk & Compliance: Federal banking regulation, debit card fraud resolution , risk mitigation , quality assurance , identity verification
- Technical Skills: Microsoft, reporting & documentation, CRM & Finacial systems , sales force , IVR systems
Timeline
Contact Center Member Experience II
Island Federal Credit Union
01.2024 - 03.2025
Call Center Representative II-Loans
Teachers Federal Credit Union
06.2023 - 01.2024
Paraprofessional
Sandy Springs Middle Charter School
01.2023 - 06.2023
Administrative Assistant Temp
Piedmont/Randstad
02.2021 - 07.2021
Loan Processor
Crif Select
01.2021 - 01.2023
Customer Service Representative
Savvi Formalwear By Sarno And Son
10.2017 - 10.2018
Administration/Receptionist
Ellison Home Care
03.2017 - 07.2019
Sales Associate/Manager
Wilsons Leather
05.2014 - 08.2016
Contact Center Supervisor
Island Federal Credit Union
Bachelor of Arts Degree - Psychology Minor Criminal, Justice
Clark Atlanta University