Markell Strong
Navy Federal Credit Union
Pensacola,FL
6
years of professional experience
Resourceful banking professional experienced in supporting business operations through collaboration and problem-solving. Skilled in managing complex financial transactions, resolving account issues, and identifying risks. Committed to fostering interdepartmental partnerships and driving operational improvements to enhance member and employee experiences. Ready to utilize financial services expertise as a Business Support Specialist.
Work History
Survivor Support Specialist I
9 Months- Support surviving family members, executors, attorneys, and next of kin as main contact for deceased member account and estate settlement questions.
- Review estate paperwork, including court orders, small estate affidavits, trusts, letters testamentary, letters of administration, and beneficiary claims for policy compliance.
- Check account ownership, beneficiary records, lending duties, and estate rights to determine account handling and fund distribution.
- Assist with setup and upkeep of estate accounts by confirming legal authority, required documents, and regulatory compliance.
- Work with lending, collections, legal, fraud, and operations teams to resolve complex estate and deceased member account issues.
- Handle sensitive account updates through phone, email, and written communication with professionalism, empathy, and confidentiality.
- Research state probate and small estate rules to support accurate estate claim processing across multiple jurisdictions.
- Review federal regulations, internal procedures, and document standards to reduce operational risk.
- Help resolve deceased member loan balances, repossession matters, offsets, escheatment requests, and account closure tasks.
- Deliver member-focused service in high-volume case work by balancing empathy, compliance, and operational efficiency.
Member Service Representative III (BOD)
2 Years 11 Months- Counseled members on financial wellness, strengthening relationships and enhancing satisfaction.
- Processed complex transactions, including large cash withdrawals and loan payoffs, ensuring accuracy and compliance.
- Counsels members on financial wellness to strengthen relationships and enhance satisfaction.
- Processes complex transactions, including large cash withdrawals and loan payoffs.
- Initiates fee adjustments or service accommodations within defined authority limits.
- Guided members on service channels, promoting self-service solutions for increased convenience and efficiency.
- Complies with all federal regulations and institutional policies regarding financial services.
- Supports operational efficiency by minimizing errors and adhering to quality control measures.
FSR III/ Cash Services Supervisor
3 Years- Supervised cash handling operations, ensuring adherence to credit union policies to mitigate risk.
- Coordinated daily cash audits to maintain accuracy and security of funds.
- Maintained a safe working environment by adhering to security protocols, including monitoring access to secure areas.
- Maintained safe working environment by following security protocols and monitoring access to secure areas to protect assets.
- Collaborated with management to enhance customer service experiences within the branch.
- Tracked inventory levels of cash supplies, ensuring availability for operations and minimizing discrepancies.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
Education
Yellow Belt
Interdisciplinary Studies
Skills
Financial transaction processing
Fraud detection and relationship management
Transaction processing and financial products
Research proficiency
Dispute resolution techniques
Service excellence
Back office operations support
Fraud detection management
Team collaboration
Effective communication
Detail-oriented service excellence
Education
other
Timeline
Survivor Support Specialist I
Navy Federal Credit Union
01.2026 - CurrentRead More
Member Service Representative III (BOD)
Navy Federal Credit Union
11.2023 - CurrentRead More
FSR III/ Cash Services Supervisor
Members First Credit Union of Florida
11.2020 - 11.2023Read More
Pensacola Christian College
Interdisciplinary Studies
Read More
Lean Sigma Six
Yellow Belt
Read More