Mary Strops
Milton,FL
Summary
Dedicated and empathetic Financial Member Services Specialist with 7+ years of experience at Navy Federal Credit Union in fraud prevention, dispute resolution,account services and mentorship. Skilled in managing sensitive member situations with professionalism and accuracy while adhering to strict compliance and regulatory standards. Adept at guiding members through complex financial processes, maintaining composure under pressure, and delivering clear communication in high-volume environments. Utilizes effective communication and empathy to build trust with members and team. Knowledge of leadership and conflict resolution techniques ensures productive and supportive mentoring relationships.
Overview
9
9
years of professional experience
Work History
MSR V, Mentor, CCO Fraud & Digital Services
Navy Federal Credit Union
11.2022 - Current
- Mentor and support team members by sharing knowledge, providing feedback, and reinforcing best practices for member-focused service.
- Document coaching details with accuracy, maintaining compliance with internal policies and industry regulations.
- Provide empathetic and clear communication to team members during stressful calls, guiding them step-by-step through resolutions for future success
- Exhibiting time management through meeting adherence schedule, reporting promptly to work, meetings and ensuring that all trainings are completed in a timely manner.
- Collaborated with fellow mentors to exchange best practices, ensuring continuous improvement of mentoring strategies.
- Assist Fraud MSR with escalated calls and manual procedures.
MSR II-IV, CCO-Fraud & Digital-Account Compromise
Navy Federal Credit Union
09.2017 - 11.2022
- Utilize multiple financial systems such as USD, Verint, RSA, CATS, VISA, VCAS, Check image archive, TSYS, Fraudnet, EPASS, MRC/OLC
- Providing ease to members through placing travel notification, large purchase notifications, filing of both Fraud and Dispute claims accurate and thoroughly.
- Investigate and resolve complex member cases involving fraud, disputes, and account compromise while ensuring compliance with NFCU policies and federal regulations.
- Provides empathy while assisting members through processing account compromise task
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, such as reset online banking passwords and assisting with push notifications and text message
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns about fraud and dispute claims
- Built rapport with members by engaging in genuine conversations and educating members on fraud patterns and empowering them to make sound financial decisions for their financial wellbeing.
MSR I, CCO Account Services
Navy Federal Credit Union
12.2016 - 09.2017
- - Assisted members with account services, including openings, closures, and changes, while maintaining accuracy and compliance.
- - Provided members with step-by-step guidance on financial transactions such as bank wires, cashier checks and internal transfers, ensuring clarity and understanding.
- - Researched account requests and applied critical thinking to resolve issues in accordance with NFCU policies and procedures.
- - Developed rapport with members by using active listening, empathy, and problem-solving skills.
Skills
- Case Management
- Fraud and dispute management
- Member Education & Communication
- Compliance & Regulatory Knowledge
- High-Volume Queue Management
- Problem-Solving & Analytical Thinking
- Training & Mentorship
- Empathy & Professionalism
Timeline
MSR V, Mentor, CCO Fraud & Digital Services
Navy Federal Credit Union
11.2022 - Current
MSR II-IV, CCO-Fraud & Digital-Account Compromise
Navy Federal Credit Union
09.2017 - 11.2022
MSR I, CCO Account Services
Navy Federal Credit Union
12.2016 - 09.2017
Qualifications
- - 7+ years of member support experience at Navy Federal Credit Union.
- - Skilled in handling sensitive and high-pressure member situations with professionalism and care.
- - Strong knowledge of fraud, disputes, account closures, and compliance-driven processes.
- - Effective in high-volume environments, managing multiple priorities independently and as part of a team.
- - Proficient in TSYS, RSA, FraudNet, VCAS, Verint, and Microsoft Office.
- - Strong interpersonal, verbal, and written communication skills with proven ability to educate and guide members.
- - Experienced in mentoring and team collaboration to improve service outcomes.
- - Committed to Navy Federal’s service philosophy and member-first approach.