Summary
Overview
Work History
Education
Skills
Mortgage products and Service Skills
Additional Information
Timeline
Generic

Mary Savage

Summary

Proven track record at Navy Federal Credit Union, excelling in customer relations and complaint resolution. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

14
14
years of professional experience

Work History

Mortgage Serving CCO MSR V

Navy Federal Credit Union
09.2010 - Current
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Contributed positively to the team dynamic by offering assistance to colleagues when needed and celebrating their successes.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Cross-trained and provided backup support for organizational leadership.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Educated customers on company systems, form completion, and access to services.

Education

High School Diploma -

Dyersburg High School
Dyersburg, TN
05.1981

Skills

  • Customer Service
  • Critical Thinking
  • Professional telephone demeanor
  • Problem-solving abilities
  • Call Center Operations
  • Microsoft Outlook
  • Follow-up skills
  • Call Management
  • Product Knowledge
  • Documentation
  • Policy Adherence
  • Application processing
  • Teamwork and Collaboration
  • Calm and Professional Under Pressure
  • Computer Skills
  • Understanding Customer Needs
  • Customer Data Confidentiality
  • Policies and Procedures Adherence

Mortgage products and Service Skills

Highly knowledgeable of mortgage products and Services offered by Navy Federal Credit Union

Navigator for new hire for Mortgage Application and Servicing Skills

Mortgage Service and Application Assist Line MSR

Knowable with with follow system USD, Bluezone, MSP, Director 7, Black Knight Customer Service Portable and Emprower , Homesquad, Blend

Additional Information

Cross Trained for Credit Card Application and Serving Skills

Timeline

Mortgage Serving CCO MSR V

Navy Federal Credit Union
09.2010 - Current

High School Diploma -

Dyersburg High School

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Mary Savage